Bought Premiere Elements 11 Editor on the AppStore on April 29, 2013.
It crashed everytime I opened it while it was loading.
I deleted it and downloaded it from the Appstore a second time.
It still crashes everytime I open it.
It crashes while it's loading "ImporterQuickTime.bundle".
I don't know where or what exactly that is or where I can get another one.
I don't know how to interpret the crash report.
There doesn't seem to be a way to contact Adobe by email and send them a copy of the crash report.
I already have Elements 11 Editor installed since it came out and don't have any problems with it.
I'm on a MacBook Pro (late 2011) running the latest version of Mountain Lion.
It has a SSD - 120 GB with 80 GB available.
I'm the only one using my Mac - I'm the Administrator.
I've Googled this problem and there seems to be a lot of people with exactly the same problem.
I don't understand why Adobe hasn't found a solution for this problem?
Message was edited by: le LIBRE
>bought Premiere Elements 11 on the Apple AppStore so your answer doesn't really help me.
The link Steve posted is EXACTLY about the appstore version... and it has a solution for at least one problem
Did you get a chance yet to read the support from Adobe via PRE_help in the following thread here which seemed to cut to the core
Did it help you at all?
I read it again and no where does it mention the AppStore.
I have the latest version of Adobe Air — don't use Adobe Reader as Macs have a very good built-in reader.
My fonts are all good.
Premiere still crashes while loading "ImporterQuickTime.bundle".
A.T.Romano's link is about the AppStore version but Steve's link wasn't.
Maybe you got the links mixed up.
Your link is about the AppStore version.
It doesn't solve my problem as I have the latest version of Mountain Lion 10.8.3
The staff member said it was a problem in version 10.8.2 and that it was fixed in version 10.8.3
Apparently it broke again.
I gather you use Windows.
I'm on a MacBook Pro.
When I or anyone buys an app on the AppStore there is no installation disc or file.
Apple installs the app directly in the Applications folder in Finder.
Normally I or anyone clicks on the newly installed app and it starts up.
I did not buy Premiere Elements 11 Editor on the Adobe site so I can not download it again from the site.
I did install it a second time from the AppStore.
Always the same problem — it crashes as it's loading.
Normally when I have a problem with an app crashing I contact the developer by email.
Most developers except for Adobe let us contact them by email.
They always ask for a copy of the crash report.
They read the report to find out why it's crashing and tell me how they or I can fix it.
Adobe doesn't want it's customers to be able to contact them.
It seems like they feel it's your or my problem.
I did have a live chat with someone from Adobe and even let them share my screen.
The person read the crash report but didn't tell me why the app crashed.
The person couldn't really control my screen as I live in Europe and have a french Azerty keyboard.
The person downloaded QuickTime Player 7 and I installed it but that didn't stop the app from crashing.
The Adobe person just stopped the screen sharing and never contacted me after.
The person has my email address but didn't feel it was necessary to really help me.
The person just disappeared.
I bought Elements 11 Editor on the Adobe site when it came out.
I couldn't get the online purchase to work.
I contacted Adobe with live chat and the Adobe staff couldn't get my purchase to work either.
Finally they had me buy Elements 11 through a bulk buying Adobe store.
It took me two days to buy the app.
I do like Elements 11 Editor a lot and use it every day.
I watched some videos about Premiere Elements 11 Editor and I think it'll be as good as Elements 11.
I bought Premiere 11 on the AppStore to avoid having the problems I had before buying on the Adobe site.
I was surprised and disappointed when it kept crashing.
I could just contact Apple and get a refund but I'd like to have the Premiere 11 app.
Adobe staff don't really seem to be interested in helping.
A staff member moved my thread to the Premiere forum but didn't even try to help me.
I Googled my problem.
Premiere Elements 11 Editor crashes while loading "ImporterQuickTime.bundle".
I'm not the only customer this happens too.
I would like someone from Adobe to read my crash report and tell me why it crashes.
I don't know how to read it as I'm just a junior Nerd.
I'm still learning.
So far the advice I've been offered doesn't really address my situation.
It would be great if another Mac user could offer some help
as they would understand about the AppStore and how it works.
Your post refered to a few things.
Tell me exactly what you think would fix my crashing problem.
Don't make me guess what I should do as I'm not an expert.
Please no links — tell me clearly what you think would fix the crashes.
Remembering that I'm on a Mac and I bought the app on the AppStore.
If you need more info just ask me.
I'm an english speaking Canadian (from near Toronto)
now living in the french speaking part of Belgium (which is in Europe).
My Mac is entirely in english as I don't know french well enough to use it on my Mac.
But I have a french Azerty keyboard.
I'm not into forums but as Adobe doesn't give a very good aftersales service,
I find myself here looking for an answer to my problem.
I just want Premiere Elements 11 Editor to work as it should do.
If you can help me I'd appreciate it alot.
Le LIBRE if you are looking for direct support from Adobe then please contact our chat support team at http://adobe.ly/yxj0t6. Our chat representatives can provide a personalized experience to resolve the issue you have described.
did you not read my reply above — I did that and they abandoned me.
why not contact me by email and let me send you a copy of the crash report.
plus your live chat has never helped me so far.
even letting one of your staff share my screen didn't help so why should I do it again.
my experiences with Adobe live chat have not been positive.
Plus Adobe controls the chat.
I want help not a chat.
Developers just ask for the crash report so why can't Adobe read a crash report?
I've stated my problem tell me the solution.
I buy an app that I can't use because it crashes but it's like it's the customers' fault.
Do staff ever read what we really write?
Look up your records and see what happened in the live chat I had yesterday.
I couldn't even make a copy of the live chat because the Adobe staff just shut it down.
I started the chat explaining the problem and then I get asked questions that I had already explained.
I don't want to chat.
I want an Adobe expert to help me by email.
I'll send a copy of my crash report and answer any questions the expert has.
I can make screenshots and even a video clip to show what happens.
Please read all the above posts before replying.
Why can't Adobe work with emails?
le LIBRE wrote:
did you not read my reply above — .........
Please read all the above posts before replying.
The people that are on this forum do it for fun. They do not work for Adobe and have no authority at Adobe. They are users of software they like and enjoy helping others and sharing information.
A very few that post here do work for Adobe, but only rarely. The Adobe employees have other, more direct methods for customers to contact them.
Demanding service from volunteers generally works poorly. If you need to vent anger and frustration, go ahead. But, don't expect much in the way of favors back.
Calm down, rework your questions and try again. If you need to yell, find some Adobe employees.
In various places I've read where the Ap Store products are limited and problimatic. I am not an Apple user except for an old iPod. I would suggest you delete the app, get your money back and buy the disk based version from somewhere like Amazon. It may work better.
If you are so mad at Adobe you can't do that, find other software that will work for you. I know the choices are limited for video editing software on a Mac, but in the PC world there are about 30 all wanting your business.
le LIBRE wrote:
Why can't Adobe work with emails?
Hello le LIBRE,
Currently, we have a contact page (http://helpx.adobe.com/contact.html), but we do not offer email support. Sorry, we solve most of our customer problems via chat or the forums. Sounds like something went very wrong with your chat. That's a bad experience, and I apologize on behalf of Adobe. I hope you will try it again and have an easier time next time.
On to troubleshooting your problem: Have you installed any third-party codecs? This problem can sometimes happen when a bad codec failed to be loaded and this caused QuickTime to not respond, which then caused Premiere Elements to hang while trying to initialize the QuickTime components.
Take a look at Library > QuickTime and see if any third party codecs are installed. Post back with the results.
I did have another Live Chat with a guy from Adobe and he shared my screen.
He couldn't really find the problem but at the end suggested that I delete Quick Time Player and install it again.
That's not very easy to do on a Mac so I decided to re-install Mountain Lion.
Which gave me a new install of Quick Time Player at the same time.
Now Premiere Elements 11 Editor works.
But re-installing Mountain Lion also gave me hundreds of fonts mainly Chinese etc.
They take up space so I deleted most of the extra fonts that I won't ever use as I always do.
Next time I opened up Premiere Elements 11 Editor it crashed while loading "ImporterQuickTime.bundle".
I figured it was the fonts and put the deleted fonts back one at a time until Premiere worked again.
I ended up putting back 30 fonts.
I figure my problem never had anything to do with Quick Time — it was just a matter of some missing (not corrupt) fonts.
When you see all the garbage Adobe includes with their apps you'd think they'd include the fonts they need to work.
There is nothing wrong with apps on the AppStore anymore then there is with apps from any where else.
I deserve 10 points as I found the solution.
Thanks for the follow up. Great troubleshooting and stick-to-it-tiveness.
Being an Elements Windows person, I am sorry that I could not have done more as you searched for the answers.
Often problems with the same symptoms can (often do) have different causes. So, it will be interesting to follow the outcome of the other cases involving the AppStore Premiere Elements 11 and crash reports.
Again, congratuations on being able to move forward in your Premiere Elements 11 Mac projects.
I agree - thank you for posting the cause of your issue, and also your resolution.
I do not know the Mac OS, but there ARE many "required system fonts" on a PC, and removing those can cause issues. Often, the user will get an error message, but not always, especially if the required font is really program-specific, and not truely system-specific.
Your time has been greatly appreciated and good luck,
I have a question you might be able to help me with.
Would you know how to get hold of a list of the fonts necessary for Premiere Elements 11 Editor to function?
Same for Elements 11 Editor?
You must have some contacts at Adobe to get that
I am unaware of any necessary font list for any Adobe programs.
There are some fonts (I believe that all are Adobe OTF's - Open Type Fonts), that are installed with various Adobe programs. I am not sure how many are necessary, and how many may just be "goodies," that say match up with Title Templates, DVD/BD Menus, Themes/Instant Movies, or similar.
I would anticipate that most of the Adobe GUI fonts are System fonts, that should already be present, but do not know that for a fact.
The only "test" that I can think of would be to have a totally clean OS install, then monitor additional fonts, after installing certain Adobe programs, but that would still not account for System fonts, that the Adobe program(s) rely on.
Maybe others can be of more assistance,
Kevin, I'm having the same problem - I don't know what codecs are, etc. All I want is a link to a downloadable version of PE 11. The app store no longer carries it. I purchased in late July 2013, and I've not been able to get the app to load and run since late September 2013. Chat support was useless - because they said they won't support anything but the new version. As it is now, I've spent $80 for a version that I got to use for about a week (I don't use it a lot) and now I'm out. Basically pretty ticked at Adobe right now - not for the software glitch, but that it's taken me forever to find out how to get any help.... And still can't get any....
If you purchased Premiere Elements 11 from the Mac App Store you probably purchased the "Adobe Premiere Elements 11 Editor" or "Adobe Premiere Elements 11 Quick Editor" which are not the same as Adobe's Premiere Elements 11 (Mac) as far as I can determine.
I can offer a link to Premiere Elements 11 Mac tryout download into which you can insert a purchased serial number for Premiere Elements 11 Mac from Adobe. But, I have no idea if your purchased serial number from the Mac App Store will work in the Mac App Store's versions of Adobe's Premiere Elements 11 Mac. I suspect not, but worth a look at to determine can do or should do.
Please be sure to read the details of what is necessary before using the links provided.
Thanks ATR - you are right, I have "Adobe Premiere Elements 11 Editor" Never noticed the difference before. Much appreciated.
However when I follow your link, I get this - on the download link inside of the link you provided:
You don't have permission to access "http://trials2.adobe.com/AdobeProducts/PRE/11/osx10/PremiereElements_1 1_WWEFDJ.dmg?" on this server.
Do not give up just yet. It may not work in the end since you have Adobe Premiere Elements 11 Editor from the Mac App Store and not Adobe Premiere Elements 11 Mac from Adobe, but worth the try.
That Access Denied message is common if you do not pick up on all the details in the Important Instructions before using the links that are shown at the web site cited.
In those web site instructions, it should say to click on link to Adobe where you sign in with your Adobe ID and Password before processing with the rest of the instructions.
if you bought PE11 on the app store you should be able to re-download it any time even if it's no longer available in the app store.
it should be in the list of your purchases and if it isn't there you need to open your account in the app store and look under hidden purchases.
do you have a copy of the email from iTunes saying you bought PE11?
if you can't find it under purchases or hidden purchases you need to contact iTunes and tell them your problem.
Thanks guys - No. The App store won't let me re-download it. Maybe if I uninstalled it, I could. A little afraid of that - it might be a simple fix and not get it back....ever....
The link to the "other" version of the PE 11 doesn't work - requires a different serial number than I have....
I did put out a couple of tweets and actually have a guy from adobe talking with me. That's a step in the right direction - love twitter for this kind of stuff - a lot!
Thanks ATR. Adobe's fix was quick and simple - they gathered a bit of information from me before a phone call. (I was escalated up the line) and their fix was easy - they gave me a free upgrade to Premiere Elements 12. It's currently installing. I'm not anticipating any further issues....
Thanks for all your help everyone.
We are so pleased that you are moving forward in what seems like a positive direction for video editing with Premeire Elements Mac.
We are hoping the the Premiere Elements 12 Mac from Adobe performs without the problems of the Adobe Premiere Elements 11 Editor that you purchased from the Mac App Store.
Please let us know of your progress when you get the time.
Thanks for staying with the troubleshooting. Great job in doing that.