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Josh
Josh, Support Specialist
Category: Computer
Satisfied Customers: 19916
Experience:  5 years as Network Admin, 10+ years of IT support
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Photoshop Elements 11 has stopped working. I first received

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Photoshop Elements 11 has stopped working. I first received a message that said Runtime Error c:\program files (x... and then the Photoshop Elements message
JA: What kind of computer do you have?
Customer: I have a Sony Vaio
JA: Have you installed any updates recently?
Customer: My updates are done automatically
JA: Anything else you want the computer expert to know before I connect you?
Customer: I just need to fix this since I have files in Photoshop which I cant get to right now

Hi! My name is ***** ***** I will be assisting you. Let's get started!

Can I connect to your computer to fix the issue?

Customer: replied 1 month ago.
you may
Customer: replied 1 month ago.
are you there

Yes, please send the remote assistance request through the premium services option.

Customer: replied 1 month ago.
I dont want anyone going into my computer. I just want to know how to fix the issue.

What is the full runtime error?

Customer: replied 1 month ago.
the Full Runtime error is: Runtime Error (c:\Program Files (x...
  • Make sure that Photoshop Elements Editor is fully closed and the error no longer appears on-screen. Navigate to:

    • Windows XP: C:\Documents and Settings\All Users\Application Data\Adobe\Photoshop Elements\9.0\Locale\en_us\
    • Windows Vista/7: C:\Program Data\Adobe\Photoshop Elements\9.0\Locale\en_us\
  • Rename the file MediaDatabase.db3 to MediaDatabase.old.

  • Relaunch Photoshop Elements Editor. A "Building Contents and Effects" progress bar appears, as your MediaDatabase.db3 file is re-created. Wait for this process to finish; it can take several minutes.

Customer: replied 1 month ago.
Now I am getting a message that says Windows cannot find C:\Program Make sure you typed the name correctly and try again

Please do not type in the short cut --- Navigate by using each folder.

Customer: replied 1 month ago.
This is what I did: Start - Dialog Box - typed C:\ProgramData\Adobe\Photoshop Elements\9.0\locale\en_us\ and Enter
Is this the way to do it?
Customer: replied 1 month ago.
I am not too computer savy so please bear with me. Thank you

Please do not type in the short cut.

Open Start then Computer then C drive then ProgramData, etc

Customer: replied 1 month ago.
Ok

Thank you

Customer: replied 1 month ago.
I just did all of that and I am waiting for it to finish

Sure; take your time.

Customer: replied 1 month ago.
The Building Content and Effects bar is taking a lot of time. I'm sorry.

No problem; take your time.

Customer: replied 1 month ago.
Ok it's done. Is this it?

Try to use Photoshop Elements now

Customer: replied 1 month ago.
OK, Josh, my husband just told me that we receive a charge of $42 + $5. Why so much?

I do not have access to the payment information as a technician. The payment information is explained to you in the beginning.

Customer: replied 1 month ago.
Ok. Thank you, ***** ***** is fixed.

Awesome!

Please use the star rating at the top to rate our session as 5 stars and press Submit

Josh and 2 other Computer Specialists are ready to help you
Customer: replied 1 month ago.
I will.