It is now 20 days since I renewed my licence and tried to make two 30 second edits on a project containing the offending (I think Canon DSLR codecs) and After Effects animations. After some reponsive emails from Adobe and acting on the suggestions no progress was made and I'm now awaiting an email from the next technical people. I was asked if re-imaging my OS was an option. If I knew it was going to fix things then I'd take a day and a half to rebuild it. If I don't get a responsevery soon I'll give that a go.
Since hard drives are cheap these days.
What I like to do is take out the OS drive and put in a fresh one and install on that one.
That way if it solves your problems you know something on the old OS drive was messing with it.
If it doesn't then you can put the old OS drive back in and work from there.
Then just use that new drive as a new backup or something.
Just a thought if your going to go down that road.
Hope you get if figured out.
Good idea Glenn I might do that. My current OS is on a solid state drive an OCZ Vertex3 so a little more expensive. The same OS and CS5.5 was installed on this same hardware and worked fine before.
Well, the drives used to be cheap. The factory loss in S.E. Asia has doubled the costs in the last month! Kicking myself for not buying the 3TB drive I wanted last month.
So, I am having the same problem. I would say thanks for pointing me to this blog, but there isn't a solution yet I see. I am immensely frustrated because everything was working, then all of a sudden Monday (I have a Friday deadline for a video) it gave me the "unsupported compression type" message. The "revert to trial bug" shouldn't exist anymore, but I don't have the right codecs to import my .MTS files from my Sony Handy cam. I have done any number of suggestions. Like the uninstalling, using the cleaning tool, and re-installing thing. I have un-installed and re-installed probably five times using different suggestions I have found. The ONLY thing I can think of to do now, is to download adobe premiere pro by itself versus through the Master Suite, which is how I had been downloading it (I have access to both through my company). Maybe the "revert to trial bug" still exists with Master Suite, but not individually? I don't know, but I am out of ideas and out of time. Btw, I have a 13 inch Macbook. Please help!
I'm now on day 22 from renewing my licence and still not able to edit previous projects. I have been contacted by the Premiere Pro team and I'm scheduled to have a live session with them late today. In the meanwhile the applications dropped the serial number and registration! On seeing the request for a serial number or chose Trial I though 'yay maybe this random kick in the guts will sort it out?'. Why it should do this within the subscription period I don't know. Anyway I re-entered the serial number and authenticated through my Adobe ID and .... still the codecs are missing....
My customer has long given up on me and is using the original video. (I need the codecs and After Effects).
I've considered re-imaging my system but decided against this because:
1. I can not face the day + downtime on other work
2. It might not solve the problem
3. If it solves the problem them I'm in a position where I don't know if I should carry on. I need the month-to-month solution for my business. What if I let it lapse again and then get asked for another tweek as I have this time? I might find myself weeks into the same problem. I need to see it solved in front of my own eyes to regain faith in operating like this. I need to ride this thread to a solution.
Here's the obersvation in our environment:
When the tech created the new image, the video sequence presets were present.
When the tech pulled down the sysprepped image to the machine, logged in as local admin, the presets were gone.
Changed the IP to bypass the Internet filter, (it's an Ironport and if it's not user-authenticated, it doesn't exit our network, the bypass IP does just what it sounds like). The presets were back.
Changed the IP back to DHCP. The presets remain.
Joined the PC to the domain. Opened Premiere Pro, and received a "do you want to participate in our improvement program?" No.
However all of the presets are still there.
So it looks like it’s trying to "phone home" initially. But...who it's calling, what the # is, and why? I don't know.
Further troubleshooting required on our part to figure out where the client is trying to go to most likely pull the additional bits for installation.
Has your problem been resolved? I've been told by some of our staff that it has been, but I wanted to check in with you and make sure.
Post here if it is and how it was fixed please.
Short explanation: I set my time zone to +11 GMT, renamed \ProgramData\Adobe\SLStore, created a new empty one, started Prem.Pro, dialogue said 'activation failed', clicked Try again, activation succeeded, had full functioning Prem Pro, reset my time zone back to +12GMT. Waited a day tested it again and all works fine.
Very helpful Premiere Pro technical person called and we had an interactive session. As noted above 16-Nov PremPro (and all CS5.5 apps) had now started prompting for serial number or trial. This could have been due to a Windows update in the previous few days. So all the time was taken trying to get a stable situation for starting without providing a serial number. A number of things were tried and to the suprise of tech support they didn't work. It was acknowledged that this was an issue we needed to fix and then we could fix the codecs. After stalling out on fixing this tech support left and said they would get back with advice to fix this issue.
A day later I'm advised to follow the method described above as they found
After studying the logs, I see that this is a known problem in Subscriptions in New Zealand
To my suprise I didn't have to enter the serial number again (as they thiught I would) and the activation went OK on the 'Try Again'
Not only did it fix the launching of the application(s) but PremPro now had the full set of Codecs and my previous projects opened without error.
It is just a few days from being a month when I renewed my subscription and this problem has caused damage to me financially and with credibility with a major customer. The first two weeks were spent trying to get the application to install / register and being sent from Installation support to PremPro support and back again. Being caught in that no-mans-land was the killer. Only after coming to this forum did I make any headway at all. I haven't noted my time but it would be close to 20 hours I'm sure (I know I have either been on hold or discussing the matter directly with Adobe for about 5 hours).
My guess is that the registration does not account for a local clock running at GMT+13 hours which we are at the moment with +12GMT +daylight savings.
I'm pleased I didn't reimage the OS as that would have been another drain on my time.
I work for myself I create IP for my clients and so I respect IP. I don't have any illegal licences running on any of my computers. Having a month-to-month subscription option is vital for me and I applaud Adobe for offering it. I can not afford or need a full time licence. I am happy to pay for an application when I need to use it. The down side is that in this case it has been commerical suicide for this job and to get the job done maybe I should have sought 'any means' to get the result for my customer. It is disappointing to find a resolution that appears to have been documented 24 days after my initial problems.
I have just tried to start Prem and It went straight to the activation box. It keeps asking me to connect to internet even though I am. So now I cant even start Prem. I see the quote re New Zealand and as Im in NZ this could still be an issue. Excuse my ignorance but could you explain again what you renamed in your short explanation
(\ProgramData\Adobe\SLStore) and created a new Empty one? Where do I find it?
You need to create an empty folder in replacement of the existing one so either delete or rename or delete the contents of:
If deleted or renamed then create a new empty
Please let us know if that is successful.
I'm still having trouble importing .mov files. I get the missing codecs error. Even thought I'm in the states, I tried changing my clock, renaming then recreating the SLStore file. Still no luck. I keep hoping with each reinstall the problem will correct itself.
Followed the steps as you suggested. I can open Prem now but still only have the same limited options for sequence presets as before. I tried steps over again and reinstalled prem too. still no luck.
Looks like you will have to call Adobe support, which from NZ can be painful from my experience. This forum has yielded more progress for me. It was not expected that this activation would sort out the codecs but it did for me. Have you tried uninstalling and running the CS cleaner app? This is all I can suggest while you await a response.
For people who run into this problem and are using a computer with the time zone set to New Zealand time, here is the workaround that one of my coworkers gave narrowneck, and that seemed to work in his case:
- Back up the SLStore folder ( C:\ProgramData\Adobe\SLStore ) and create a new one with Read-Write permissions for all users.
- Change the time zone from UTC+12:00 Auckland, Wellington to any other time zone ( say UTC+11:00 )
- Start application again and enter serial number again if prompted for serial number or retry activation if “Unable to activate” displayed .
If this doesn't work for you, then please contact Technical Support.
I am having the exact same problem. I've WASTED hours researching this issue and have no solution. After being spun around all day by Customer/Tech Support, I was told that there is a solution, but I have to pay a fee to get it. Pretty messed up, considering the software isn't doing what it says it does...which is support .MTS files (http://help.adobe.com/en_US/premierepro/cs/using/WSd79b3ca3b623cac97fa024001235833a568-800 0.html).
hi iv been watching the thread for a while, had the same problem, i uninstalled used the adobe cleaner tool reinstalled and i was fine thanks alot.
I, too, am dealing with a "No sequence preview preset file or codec could be associated with this sequence type". This came from the "Trial" error bug that seems to be plaguing everyone in this thread. I, too, am a subscription customer.
The AVCHD sequence presets (among others) were available, and I created and saved a sequence as one. Now I am unable to open said file, and the AVCHD (and other) presets are missing. Again.
I've deactivated. I've uninstalled. I've run the cleaner tool. I've re-installed. I've used it with success...now 24 hours later the error is back, the preset is gone, and I absolutely refuse to continuously uninstall and re-install the program for an hour each time in order to have a usable program for 20 hours.
This is inexcusible.
Adobe Customer Care - PLEASE email me and address this. I should not have to pay for Customer Service when your program has an obvious bug. I have a project that needs to be edited by the first of the year, and unfortunately at this pace, I might not be able to complete it before the Mayans' predicted demise of earth.
Please assist. I beg of you. Thank you.
i have exactly the same prob on my PC
i think the grafic card is not the problem!
In my case before i hade only chipset and had all the presets
now i have bought a nvidia grafic card pretty good and do not have the presets!
So the question is how come before i did not have any problems without any card but chipset only
i am pretty sure this is a bug in adobe prem and i red on some other post from a guy who has deleted some files from premiere in the win direcotories somewhere and afterwards he solved the issue.
If i find that post i will repost it here
I thought I had this problem fixed, but apparently no. So can anyone tell me where C:\ProgamData\Adobe\SLStore would be on a mac?
I usually work in the windows domain, but am on a mac currently...
Thanks in advance.
I saw this post, but I'm not in New Zealand (Canada), but perhaps it's just a time change thing that is applicable here. More importantly, I'm on a Mac as well and not sure how to do this on a mac. Any pointers?
Got it working. I cloned the entire drive before I did this. I then uninstalled, ran the cleanup utility, then did a find of the word "Adobe". I then trashed everything with "adobe" in the file name (unless it was something I created). But in essence, all cache files, all prefs, etc that the cleanup utility missed. Reinstalled and the R3D presets are finally there.
Slightly different but similar scenario with Premiere Pro issue solved by changing time zone in NZ based on findings in this thread can be found here for those interested: http://forums.adobe.com/thread/967944
Weird, weird, weird. Adobe, fix your time zone handling on the registration servers, this shouldn't happen. I lost a day's work on this this week.
I've been working on a project for a few weeks with no problems. I've just opened it to find that several of the clips are "Media Offline". When I try to re-import them from the folder I get a message telling me that "The file has an unsupported compression type". All the files in the project are AVCHD and shot on the same camera, I have no idea why there is suddenly a problem with some of them while others are fine. The only thing I can think of which might have triggered this is that I upgraded my processor to an Intel i7. Can someone help? I have a deadline of Friday for this project.
My sincerest "guess" is that you have to uninstall the entire suite, then use the cleanup app, and then search for anything with the word adobe (that you feel might be linked to the program) and trash. Then reinstall. The process isn't as bad as it seems, having done it numerous times until it finally worked. The real pain is remembering and reinstalling any plugins or presets you might have (I back them up on another harddrive so I can either drag them over or use them as referance for reinstall). Good luck.
Thanks - I was hoping that there might be something less drastic but it l suppose there probably isn't. I have no idea why this has happened - it's extremely annoying.
Just tried something else which worked. I couldn't understand why some of the clips were fine while others weren't, so I re-named the ones which Premiere was refusing to import and it imported them fine - then I applied Replace Clip with the newly re-named files replacing the ones which were showing as Media Offline, and which it was refusing to import. Seems to have worked. Why it happened is still a complete mystery though.
After I struggled with this problem back in November, I bought and learned FinalCut Pro. Best decision I've made in a long time.