10 Replies Latest reply: Apr 17, 2012 11:51 AM by Chet Hedden RSS

    New Installation: Pr 5.5.2 and En 5.1 Both Fail

    Chet Hedden Community Member

      I have just completed a hardware and software upgrade from a 32-bit XP system with 3GB of addressable memory, Premiere Pro CS3, and Matrox RT.X2 to a 64-bit Windows 7 system with 24GB of addressable memory and Premiere Pro CS5.5.2. None of the drives except the C have been changed. I have installed the Windows and Adobe updates and scanned for missing drivers. The Win7 Device Manager shows all devices and drivers are working normally. This is a new installation of Windows 7 and Premiere Pro CS5.5. The only other software on this system is the ASUS AI Suite II 1.01.40 and NVIDIA 3D Vision. The former is a utility for overclocking, but the system is not overclocked. The system does use GPU acceleration (Geforce 570).

       

      Problem #1: CS5.5.2 loads and smoothly opens a CS3 project. The CS3 project runs flawlessly in CS5.5.2, which has created a new project file without altering the file created with CS3. I save the new project and exit Premiere. Next I restart Premiere and try to open the file it just created, but Premiere hangs during opening and returns a message "Adobe Premiere Pro CS5.5 has stopped working." The choices are: "Check online for a solution and close the program," or "Close the program." Problem details available are:

           Problem Event Name: APPCRASH

           Application Name: Adobe Premiere Pro.exe

           Application Version: 5.5.2.0

           Application Timestamp: 4e960e56

           Fault Module Name: Backend.dll

           Fault Module Version: 5.5.2.0

           Exception Code: c00000fd

           Exception Offset: 0000000000237fel

           OS Version: 6.1.7601.2.1.0.256.48

           Locale ID: 1033

           Additional Information 1: 9b84

           Additional Information 2: 9b84a2ba8190bd4209a3dfe64aee6574

           Additional Information 3: 1ad7

           Additional Information 4: 1ad7f469adef96269a5aa4c854ebe644

          

      If I select "Check online for a solution and close the program," it searches for a solution for a few seconds then quits. Although Premiere CS5.5.2 does not open the file it created, it continues to open the original CS3 file. The original CS3 file is larger than the new CS5.5 file, which might account for why it will not open.

       

      Problem #2: I start Encore CS5.1 (included with Premiere Pro CS5.5) and open an existing Encore file created with CS3. I click the DVD "Build" button. The "Check Project" requester opens offering the choices "View" or "Ignore and Continue." The "View" button is highlighted. I click the "Ignore and Continue" button. Nothing happens. I click the "View" button. Nothing happens. I hit the Enter" key and the "Check Project" window opens showing that the "Title Remote" and "End Action" are not set. No menus are involved, so I close the "Check Project" window by clicking the "X" (close) button. I click the "Build" button again. Again the "Check Project" requester opens. Unable to proceed with the build because, as before, the "Ignore and Continue" button does not respond to mouse input, this time I close the requester by clicking the "X." Unexpectedly a "Build Progress" window now opens displaying the progress bars "Starting Project," "Ordering Files for Movie," and then "Validating Media." A "Warning" screen appears stating "This disc is not blank. Are you sure you want to erase everything on it?" I'm attempting ot overwrite a DVD-RW with existing data, so I click "Yes." "Build Progress" shows bars for "Writing Files" then "Ejecting disc," the drive opens, and a screen appears with message: "Encore was unable to complete the operation because of a hardware error (Sense Code 53006). Please contact the hardware manufacturer for more information." A highlighted "OK' button does not accept mouse input, but does accept input from the "Enter" key. The "Build Progress" window then shows two fully filled-in progress bars, one labeled "Writing files. Failed Completed," and the other "Writing DVD disc. Completed." Clicking the "OK" button closes the "Build Progress" window. Clicking the "X" in Encore exits the program. No data are written to the disc.

       

      Note that some mouse clicks work with some window/requester buttons and not with others. There does not seem to be an obvious pattern to that. Windows Device Manager does not find any issues with the hardware.

       

      Any thoughts?

        • 1. Re: New Installation: Pr 5.5.2 and En 5.1 Both Fail
          Stan Jones CommunityMVP

          Note that some mouse clicks work with some window/requester buttons and not with others. There does not seem to be an obvious pattern to that. Windows Device Manager does not find any issues with the hardware.

          In Encore, this kind of behavior has been caused by video drivers; also by using enlarged icons.

           

          I suggest not starting with old Encore projects. Do a new test project, including a simple menu from the library. While Encore has not changed some of its basics, there are a few quirks that can cause problems.

           

          But because you have so many problems, I'd contact support and ask for install assistance.

          • 3. Re: New Installation: Pr 5.5.2 and En 5.1 Both Fail
            Chet Hedden Community Member


            For whatever reason, I see that the contents of my reply via e-mail did not make it into the forum. So, my apologies and here is the reply I sent 30 minutes ago:

             

            Stan,

             

            Thanks for the suggestion to try a new project in Encore rather than an existing one. The issue with Premiere (Problem #1) and one of the two issues with Encore appear to have been resolved, but Encore still does not respond to some mouse actions.

            Problem #1 (Pr 5.5 crashing when opening the 5.5 file it just created) miraculously solved itself! No idea why, but the next time I tried to open a CS3 project that CS5.5 had saved, it opened and played just fine. "Go figure," as they say.

            So I decided to export the new 5.5 project and then try to import the m2v and wav files as a timeline in Encore to see if I could get Encore to burn a disc. It exported successfully from Premiere and imported into Encore and I was able to burn the movie by using the enter key when the mouse would not select or activate some of Encore's buttons. It turned out that the "hardware problem" that stopped Encore before was a disc problem. It didn't like the disc I was using. But when I tried a different brand, Encore had no trouble burning the file. (Both were DVD+RWs). (Go figure.)

            So, in summary, Premiere CS5.5 opens Premiere CS3 files automatically converting to CS5.5, which it now reopens without an issue. Encore does now burn discs on my existing drives, but still does not respond to some mouse operations.

            Which brings me to the next issue: Problem #3. The newly burned DVD plays, but the picture has a thin black border on each side of the image. This appears to be the case no matter what output format I choose, but was never the case with any of the projects I produced with CS3. My original was shot in HDV (1440x1080) and output at 1920x1080.


            Chet

            • 4. Re: New Installation: Pr 5.5.2 and En 5.1 Both Fail
              Harm Millaard CommunityMVP

              Crop 14 pixels from the top and 12 from the bottom to get a full screen DVD without any borders. It is caused by the PAR adjustment for widescreen between CS3 and CS5.x.

              • 5. Re: New Installation: Pr 5.5.2 and En 5.1 Both Fail
                Chet Hedden Community Member

                Awsome! Thank you, Sir.

                • 6. Re: New Installation: Pr 5.5.2 and En 5.1 Both Fail
                  Chet Hedden Community Member

                  Oops, it didn't work. I'm assuming you mean crop the image in Premiere in Media Encoder before encoding. I tried it several ways both on the top and bottom and sides. No change. However I crop it, Image still has the black borders on the sides when the encoded files are imported into Encore..

                  • 8. Re: New Installation: Pr 5.5.2 and En 5.1 Both Fail
                    Stan Jones CommunityMVP

                    Do you have scale to fit selected on the export tab?

                    • 9. Re: New Installation: Pr 5.5.2 and En 5.1 Both Fail
                      Chet Hedden Community Member

                      Yes, I have "scale to fit" on the output tab and "Fit" on the zoom button just above the Source Range bar, and I've tried both "None" and 16:9 on the "Crop Proportions" button.

                       

                      I've also tried the settings exactly as illustrated in the image Harm sent (above). When the crop settings are as illustrated above, the crop area shows 1440x1054 pixels, whereas I believe the preset is 1440x1080 (don't know if that matters).

                       

                      The other output settings I'm using are different from the illustration, though: NTSC, 720x480, 29.97fps, Quality 5.0, Upper PCM, 48 kHz, 16 bit Stereo VBR, 2 Pass, Min 8.00, Target 8.00, Max 8.00 Mbps. (Source is 1440x1080 (1.3333), 29.97 fps, Progressive, 00;18;21;02 48000 Hz, Stereo.)

                       

                      I've also tried much larger crops, cropping from the sides, etc. Result is always the same. Everything else that I've tried in Premiere seems to work as expected, though not so with Encore.

                       

                      Thanks for sticking with this, although it now appears the focus has changed from the original topic. I have also searched the forum for similar issues, but not found anything else.

                      • 10. Re: New Installation: Pr 5.5.2 and En 5.1 Both Fail
                        Chet Hedden Community Member

                        Ah . . .It appears the problem was that I was setting the "Crop Proportions" (to the right of the crop settings) to 16:9. Leaving that setting to "None" produced the correct result. However, after a number of encoding trials, for some reason I seem to get a cleaner edge with the Top set to "12" and the Bottom set to "13."

                         

                        Expect I'll contact Adobe about the non-working buttons in Encore.