Need to restart the technical help desk as listed below. How do we make this happen. The Technician was about to link into my desk top when we ended about 4 hours ago.
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You are now chatting with Naveen Kumar.
Naveen Kumar: Hello! Welcome to Adobe Customer Service.
Naveen Kumar: Hi
you: Naveen, Can you help me by phone? the process has not worked.
Naveen Kumar: Sure.
Naveen Kumar: Please elaborate your issue, so that I will assist you better today.
you: My phone number is 937-429-3474
Naveen Kumar: I'm sorry to say that it's not possible to make a call to your number. If you have any issue please explain now on chat. Otherwise you have any work. Please contact us back when you have a free time.
you: i got the serial number ok. But tried to sign in and the system said I needed to reset my pass word which I tried. Now nothing works and it keeps giving me the same suggestion of resetting passwork and that you will send me a message but none is coming.
Naveen Kumar: May I know the serial number please?
you: SN: [removed by moderator - never share S/N publicly - anyone can use it]
Naveen Kumar: Thank you for information.
Naveen Kumar: May I know when you have purchased this Photoshop Elements ?
you: I purchased it yesterday at Best Buys our local store.
Naveen Kumar: Thank you for confirming.
Naveen Kumar: May I please have your email address registered with Adobe?
you: [email protected]
Naveen Kumar: Thank you for email address.
Naveen Kumar: I see that this is a technical issue. I'll need to transfer this chat to the technical support team so that this issue is resolved in this first contact itself.
you: So what do I do?
Naveen Kumar: Please stay online while I transfer this chat to relevant team.
Please wait while I transfer the chat to the appropriate group.
You are now chatting with 'Manoj'
Manoj: Hello. Welcome to Adobe Technical Support.
Manoj: Hi There.
Manoj: Please allow me a moment while I check your previous chat.
You: That will be fine
Manoj: Thank you for staying online.
Manoj: I understand that you are unable to activate Photoshop Elements 13 application on your Windows 7 system. Is that right?
You: Correct I have windows 7
Manoj: Thank you for confirming the issue.
Manoj: I will be glad to assist you in resolving this issue.
Manoj: Just to be clear, could you please let me know where you are facing issues while trying to sign in?
You: I tried to sign in from the reset password email you sent but it did not work when I reset the pass word
Manoj: Okay.
Manoj: May I know if you are able to install the Photoshop Elements 13 application?
You: Another email has been received with same link to reset the pass word that went to Junk Mail. So what should I do?
Manoj: I am sorry for the trouble caused.
Manoj: Open Adobe.com on your system.
You: I inserted the disk and input the serial number but can not get past the ID & pass word. It says the combination does not work
Manoj: Okay.
Manoj: Not to worry. Please open Adobe.com in web browser and try to sign in there.
You: I have Adobe.com open and input my birth date. Now what do I do?
Manoj: Thank you.
Manoj: Now try to continue the installation.
You: The page just give a bunch of marketing or sales items but no launch the program info.
Manoj: Okay.
Manoj: May I know if you are still unable to login with Adobe sign in details while the installation ?
You: Now my CD Disc drive with the CD in it has refused to word. I have no way to sign in. I tried to get the set up through my control panel but it says install is trying to work and to retry but that will not work
Manoj: Please check if there is an installation window which is already opened and try to continue with the installation process.
Manoj: Check the task bar if there is the installation process is going on.
You: Nothing is going on with installation. The disc drive light is not on. Basically it is locked up and I can not open it
You: I tried the sign in button again but just got the same window to reset the pass word.
Manoj: Okay.
Manoj: Please close the installation window.
Manoj: Run the set up file now and start the installation process.
You: I closed all of the windows except this customer care window and my email
Manoj: Thank you.
Manoj: Now open the Disc drive.
Manoj: Run the setup file and start the installation process.
You: Okay the disc drive opened and is open now
Manoj: Now please continue with the installation process.
You: Do I just insert the Disc again?
Manoj: Yes, please insert the disc.
Manoj: Open the application folder.
Manoj: Run the setup file and start the installation process.
You: It brought up the install window and when i clicked on the install button it saad that installer was running and that I needed to close other adobe windows but only the customer care window is open
You: It also has the disc drive locked up again
Manoj: There might be an installer file running background.
Manoj: Please press Ctrl+Shift+Esc keys together on your keyboard to open Task Manager.
You: OK
Manoj: Now go to Processes tab.
Manoj: Click on Show processes from all users option and then check if there is any Setup.exe process is running.
You: FireFox.exe *32 is large and running
Manoj: No, please ignore it.
Manoj: Check if there is a process named Set up.exe running in the processes tab and end the process if it is listed.
You: There is no Set up.exe running listed on the page
Manoj: Okay.
Manoj: Try to start the installation now and check.
Manoj: May I know the status please?
You: I went to the Applications list and there was two Elements 13 there and one was running. I now have just one running but when I tried the installation again it just sent me to the sign in page which will not accept my old or new pass word
You: I now have two programs running Adobe elements 13 and customer care via FireFox running
Manoj: Okay.
Manoj: Thank you for informing.
You: The disc is not inserted at this time
Manoj: Please insert the disc.
Manoj: Copy the folder contents on your disc and then try installing the application.
You: How do I do that?
Manoj: Please insert the disc, open the disc folder, copy the entire Photoshop Elements 13 folder to the desktop.
You: This says it will take 50 minutes to copy them. Is that correct as i have to go some place soon?
Manoj: The files are huge in size, so it will take a while.
You: It now says there are 14 minutes remaining
Manoj: Thank you for informing.
Manoj: If you want to try installing the application later, you can try installing the application from Desktop by running the setup file from the desktop app.
You: There is still 8 minutes remaining. When this gets loaded to the desk top then what do I do.
Manoj: Once the copy of files is completed. Remove the disc and then open the desktop Photoshop Elements 13 folder, run the setup file in that folder to start the installation.
You: Ok. It still says it will take another 5 minutes to load
Manoj: Thank you for informing.
You: Now at 2.30 minutes remaining
Manoj: Thank you for informing.
You: Ok. The loading to desk top must be done & I have removed the disc
Manoj: Thank you,.
Manoj: Now open the folder which we copied now.
Manoj: Run the Setup.exe file from the folder.
You: i tried running the set up file but it says other items are open. I tried to close the one for sign i again and it will not close.
Manoj: May I know the error it is showing as while trying to close the other installation window?
You: The sign in window keeps asking for a ID & Password. When i put them in is says I must reset the pass word
Manoj: Okay.
Manoj: Close that previous installation window which is asking to reset the password and run the setup file now from the new folder which we copied now.
You: I said it would send notice to my email but I checked both the email and the junk mail and nothing arrived
Manoj: Robert, since the previous installation is started from the disc, we need to close that window and start installing from the desktop Photoshop Elements folder.
You: Ok I got everything closed and will retry
Manoj: Thank you.
You: The installer initiation ran and now I am back to the same problem.. When I try to sign in it says I need a new pass word but nothing happens
Manoj: Okay, Please allow me 2-3 minutes while I check and help you.
Manoj: Thank you for staying online.
Manoj: May I have your permission to connect to your computer remotely and try to solve the problem while you watch?
You: yes but I am running out of time.
Manoj: Okay.
Manoj: Could you please let me know how much time is available for you so that we will check if it is okay for the troubleshooting?
You: I have onlly 10 minutes left before I must leave. I can be back by 2030 (8:30 PM) if that will work
Manoj: In this case, I will leave this open, please contact us back when you find free time so that we will continue from this point to resolve the issue as early possible.
Manoj: Is that okay for you?
You: How do I get back to you at customer care. I am not sure how I got to this point.
You: Is there a reference number or ticket number I can use for reference
Manoj: Please use the bellow link to contact us back.
Manoj: http://helpx.adobe.com/contact/
Manoj:
Manoj:
You: OK
Manoj: I will make a note of the troubleshooting steps what we performed earlier, when you contact us back. Our agents will go through this interaction and continue from this point only.
To attempt a new chat session...
For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat option...
http://helpx.adobe.com/x-productkb/global/service1.html
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