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Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 526
Experience:  Computer Software Support specialist for more that 10 years
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My elements 14 was lost when I upgraded to windows 10. I

Customer Question

My elements 14 was lost when I upgraded to windows 10. I have been unable to re- install the disc which I still have but I do not find the serial number they ask for. Can you load it back on for me?
Anthony DiGiovanni ***@******.*** Slicker26
I have elements for years. Thank you.
Submitted: 8 months ago.
Category: Software
Expert:  Jess M. replied 8 months ago.

Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.

I am very sorry about your issues. When you go to Control Panel => Programs and Features, is your Elements not shown there?

What version of Windows were you using before upgrading to Windows 10?

Please let me know by replying to me here so that I can help you further.

Best regards,
Jess

Customer: replied 8 months ago.
14 ELEMENTS
Expert:  Jess M. replied 8 months ago.

Hi Anthony,

Thank you for writing back with that information. Before you upgraded to Windows 10, were you using Windows 7 or 8?

Customer: replied 8 months ago.
WINDOWS8
Customer: replied 8 months ago.
i JUST WANT eLEMENTS 14 ON MY COMPUTER . cAN YOU DO IT OR ARE YOU SCAM
Expert:  Jess M. replied 8 months ago.

Thank you for that information.

This happened because during the upgrade, you might have created a separate user account that is not similar to your previously used Windows account.

To check this, please do the following:

  1. Open Control Panel
  2. Open User Accounts.
  3. Then click Manage another account
  4. Now, do you see another user account listed?

Keep me posted with your results so that I can assist you further.

Best regards,

Jess

Customer: replied 8 months ago.
i SEE ADOBE pHOTOSHOP cc 2015 and Adobe creative cloud
Expert:  Jess M. replied 8 months ago.

Did you see another USER ACCOUNT aside from the one you are using now when you follow the steps I gave you?

Customer: replied 8 months ago.
It shows apps on all drives
Customer: replied 8 months ago.
I need this fixed first before any offer. I could buy a new 14 for all these offers.
Expert:  Jess M. replied 8 months ago.

I am very sorry about that, but the offer was to fix your issues remotely. But I respect your decision. Can you please tell me if you see another USER ACCOUNT account following the steps I gave you?

Customer: replied 8 months ago.
I do not see any user account, It says Adobe systems inc.
Customer: replied 8 months ago.
I see no place to click manage an account
Expert:  Jess M. replied 8 months ago.

I am sorry but I believe you are not on the screen that I was referring to. By USER ACCOUNT, it means your username that you used to login to your Windows computer.

Please do it again:

  1. Open Control Panel
  2. Open User Accounts.
  3. Then click Manage another account
  4. Now, do you see another user account listed?
  5. Here is a screen shot sample
    http://winaero.com/blog/wp-content/uploads/2015/04/user-accounts-control-panel-Windows-10.png
Customer: replied 8 months ago.
Jess I cannot find the control panel on this new computer.
Expert:  Jess M. replied 8 months ago.

Ok. Right click on the Windows logo icon on the lower left hand corner of the page. Then click on Control Panel

Customer: replied 8 months ago.
I have accountsbut no control panel
Expert:  Jess M. replied 8 months ago.

Please go to Accounts. On that page, click Manage another accounts. Then tell me the user accounts shown there.

Customer: replied 8 months ago.
I have the control panel
Customer: replied 8 months ago.
no user accounts here
Expert:  Jess M. replied 8 months ago.

You mentioned you saw ACCOUNTS. Please go there, then follow the remainder of my steps

Customer: replied 8 months ago.
t says that they are all installed Adobe cloud and photoshop
Expert:  Jess M. replied 8 months ago.
  1. Click on Start (Windows logo icon) => Click on Settings.
  2. Click Accounts
  3. On the left panel, click Manage another accounts
Customer: replied 8 months ago.
it will not let me manage another acount
Expert:  Jess M. replied 8 months ago.

Why? Did you see the "Manage another accounts" link that I mentioned? What happened when you clicked on it?

Customer: replied 8 months ago.
don't know but I have to stop for tonight. I did not expect it to take so long. I am sorry Tony
Expert:  Jess M. replied 8 months ago.

Tony,

Sorry for taking this so long, that is why I sent you an offer for Secure Remote Assistance so that I can directly check and fix the problem while you watch as it will be a faster and safer approach. I believe there are also other problems in your computer that you have not found due to the upgrade and I can also fix them remotely.

But I respect your decision, we can resume with this tomorrow then.

Thank you.

Jess