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I just bought the elements 15 dvd and I keep getting the…

Customer Question
I just bought the...

I just bought the elements 15 dvd and I keep getting the message failure to initialize.

Technician's Assistant: What kind of computer do you have?

MacBook Pro with Sierra

Technician's Assistant: Have you installed any updates recently?

No, the computer is new but I did try the PSE free trial on line

Technician's Assistant: After your first paid question, we offer a week's free trial membership when you can ask as many questions as you like.

How can I initialize ?

Technician's Assistant: Anything else you want the Software Expert to know before I connect you?

How much does it cost to talk to the expert?

Technician's Assistant: It can cost anywhere from $10 to $100, depending on the type of issue and how much of the Software Technician's time your question is expected to take (how complex and lengthy an answer you require).

So what do you think the time will be for the initializing problem?

Submitted: 9 months ago.Category: Software
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Answered in 3 minutes by:
9/16/2017
Software technician: Kris Rodgers, IT Manager replied 9 months ago
Kris Rodgers
Kris Rodgers, IT Manager
Category: Software
Satisfied Customers: 4,548
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 9 months ago
I just bought the box today and tried about 5 or 6 times
Software technician: Kris Rodgers, IT Manager replied 9 months ago

Can you take a screenshot of it please and send it over?

Thanks

kris

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Customer reply replied 9 months ago
that would be a total of $90 for help! I can't afford it
Software technician: Kris Rodgers, IT Manager replied 9 months ago

Can you give me a screenshot of it please?

Thanks

Kris

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Software technician: Kris Rodgers, IT Manager replied 9 months ago

The remote assistance is optional.. you do not have to use it

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Customer reply replied 9 months ago
snapshot of the failure to initialize? That's all it says plus contact a initialzer assistant
Software technician: Kris Rodgers, IT Manager replied 9 months ago

Does it give you the return code with it?

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Customer reply replied 9 months ago
not on what popped up on my screen. The box has a redemption code
Customer reply replied 9 months ago
how can I send you the screen shot?
Software technician: Kris Rodgers, IT Manager replied 9 months ago
  1. Press Shift-Command-4. ...
  2. Move the crosshair to where you want to start the screenshot, then drag to select an area. ...
  3. When you've selected the area you want, release your mouse or trackpad button. ...
  4. Find the screenshot as a .png file on your desktop.
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Customer reply replied 9 months ago
I did that
Software technician: Kris Rodgers, IT Manager replied 9 months ago

You will be able to attach it to the right

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Customer reply replied 9 months ago
ok, see you got it
Software technician: Kris Rodgers, IT Manager replied 9 months ago

Ok got it, does the adviser give any idea? This is usually relating to anti-virus but not always

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Customer reply replied 9 months ago
I can't talk to an adviser, just look at answers on a forum and they all relate to downloads from the net
Software technician: Kris Rodgers, IT Manager replied 9 months ago

I mean did you run the adviser tool it links to you on the error?

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Customer reply replied 9 months ago
what advisor tool?
Customer reply replied 9 months ago
the link on the screenshot only gets me all sorts of forums. I can't get a live person
Software technician: Kris Rodgers, IT Manager replied 9 months ago

On the error it tells you to run the advisor tool, the link below, do you see it?

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Customer reply replied 9 months ago
the link in blue? It just gets me to where I told you, forums...no advisor
Software technician: Kris Rodgers, IT Manager replied 9 months ago

Can you give me the link please and paste it in here?

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Customer reply replied 9 months ago
ok https://helpx.adobe.com/support.html#/top_products
Software technician: Kris Rodgers, IT Manager replied 9 months ago

Not sure about this one so I am going to opt out for another expert to have a look

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Customer reply replied 9 months ago
Are you there?
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