1 2 Previous Next 52 Replies Latest reply: May 31, 2012 8:48 PM by genefama Branched from an earlier discussion. Branched to a new discussion. RSS

    problem with long load times after 6.0.1 update

    Menifee Video Community Member

      I also have the loading problem and rebooting did not help.

        • 1. Re: Premiere Pro CS6 (6.0.1) update available
          Todd_Kopriva Adobe Employee

          > I also have the loading problem and rebooting did not help.

          For anyone having this problem with the Premiere Pro CS6 (6.0.1) update, please give us more information:

           

          • What operating system? This should include specific minor version numbers, like "Mac OSX v10.6.8"---not just "Mac".
          • What other software are you running?
          • Do you have any third-party codecs installed, including third-party QuickTime importer components?
          • Tell us about your computer hardware. Be especially certain to tell us about third-party I/O hardware (e.g., AJA, Matrox, Blackmagic, MOTU).
          • Does the program eventually start if you leave it for 5 minutes or more?
          • 2. Re: Premiere Pro CS6 (6.0.1) update available
            CAOLSEN Community Member

            CS5.5 worked fine, no issues with my computer setup:

             

            Windows 7 64bit

            Quattro 3800 Graphic card

             

            My Norton Firewall blocked a certain 'Cloud file' in the update from installing, during the update.

            After the update, Premiere would stall on the loading and would not load at all.

            I went to the Norton program, released the Quarantined file, and Premiere finally did load.

             

            I reset the computer, and Premiere stalled again and would not load.

             

            I then reinstalled the CS6 suite upgrade software and Premeire is back to loading again.

             

            Huge hassle to say the least.

             

            I have not allowed the update to happen on my other computer.

            • 3. Re: Premiere Pro CS6 (6.0.1) update available
              CAOLSEN Community Member

              You should stop the release on this update now until the bug is worked out of it.

              • 4. Re: Premiere Pro CS6 (6.0.1) update available
                Kostas Arvanitidis Community Member

                From my experience when Premiere hangs on Quicktimeimporter while loading, I open task manager and i terminate the Adobe QT32 Server.exe  process. After that Premiere loads. Since CS6 I've also seen sometimes multiple instances if this process. This causes system delays and hangs. When I terminate them everything works smoothly.

                • 5. Re: Premiere Pro CS6 (6.0.1) update available
                  Angelis66 Community Member

                  I'm having the  same problem. Takes ages to load up.

                   

                  I wouldn't bother with this update to be honest.

                   

                  Windows 7 64bit

                  Nvidia Quadro 4000

                  • 6. Re: Premiere Pro CS6 (6.0.1) update available
                    SCAPsinger Community Member

                    I'm not having any issues with it. Installed and is running fine for right now.

                     

                    Win7 SP1

                     

                    Nvidia GTX 470

                     

                    No other software running

                     

                    No other QT components running that I'm aware of.

                     

                    No I/O hardware running right now.

                    • 7. Re: Premiere Pro CS6 (6.0.1) update available
                      schma29 Community Member

                      I Have Win 7 (64B) with the latest Updates

                      • 8. Re: Premiere Pro CS6 (6.0.1) update available
                        schma29 Community Member

                        Update hang Solution and Auto-Protect risk: "Suspicious.Cloud.7.F" !!!!!!!

                        I have deinstalled the Premeiere CS6.01 und install the "Premiere CS6 Software" NOT the Suite part

                        after this I run the update to 6.01 and it runs without loading problem ..

                         

                        But If I activate the Norton 360 again then Í have the same Problem and i get the Norton Message:

                         

                        Auto-Protect risk: "Suspicious.Cloud.7.F"   !!!!!!!

                         

                        Regards Matthias

                        • 9. Re: Premiere Pro CS6 (6.0.1) update available
                          J. Simon Community Member

                          But If I activate the Norton 360 again

                           

                          I would seriously recommend not doing that.  In fact, I'd recommend removing Norton entirely.  Unfortunately, Norton is so insidiously pervasive that the best (only?) way to get rid of it is to wipe you hard drive and reinstall Windows and Programs from scratch.

                          • 10. Re: Premiere Pro CS6 (6.0.1) update available
                            schma29 Community Member

                            On Update Norton 360 does this:

                             

                            Path: c:\program files\adobe\adobe premiere pro cs6\32\mc_enc_dv.dll
                            Bedrohung/Problen: Suspicious.Cloud.7.F

                            Matthias

                            • 11. Re: Premiere Pro CS6 (6.0.1) update available
                              schma29 Community Member

                              not really ! Impossible ! we need an other  solution

                               

                              My Solution: I say to Norton "do not check this FIle" and install The Premiere With the Update new.

                              Than I get no Norton Messages and the Premiere CS6.01 is working with Norton !

                              Matthias

                              • 12. Re: Premiere Pro CS6 (6.0.1) update available
                                deDogs

                                I disagree removing Norton. Don't remove Norton, find a solution. This guy is still living in the past. Norton is the very best AV.

                                • 13. Re: Premiere Pro CS6 (6.0.1) update available
                                  Todd_Kopriva Adobe Employee

                                  If a piece of antivirus software is causing a problem by mistakenly blocking the Adobe software that you want to use, you have several options---and one of them is to not use that antivirus software.

                                  • 14. Re: Premiere Pro CS6 (6.0.1) update available
                                    CreativeOli Community Member

                                    I have the same problem. The programm starts after 5 minutes of waiting...

                                     

                                    Im on Win 7 64bit

                                    no other applications running

                                    i have the latest version of QuickTime

                                     

                                    Intel Core  i7-2600 CPU @ 3.40GHz

                                    8 GB RAM

                                    250GB SSD with CS6 installed

                                     

                                    I also have Norton installed and it has removed the following file (also the Suspicious.Cloud.7.F):

                                    c:\program files\adobe\adobe premiere pro cs6\32\mc_enc_dv.dll

                                     

                                    Oli

                                    • 15. Re: Premiere Pro CS6 (6.0.1) update available
                                      CreativeOli Community Member

                                      What's wrong with this file??? Shall I just recover it with Norton or is it really that dangerous??

                                       

                                      Oli

                                      • 16. Re: Premiere Pro CS6 (6.0.1) update available
                                        J. Simon Community Member

                                        Norton is the very best AV.

                                         

                                        Norton has actually caused me as much or more grief than any virus I've ever gotten.  I hate that POS, and will actially recommend running nothing over installing Norton.

                                        • 17. Re: Premiere Pro CS6 (6.0.1) update available
                                          gishnetwork Community Member

                                          Well, that says it all Jim. Why oh why are you getting viruses in the first palce? I manage hundreds of Norton users, and have never ran into an issue. I'm here now because I am experiencing this CS6 issue - first issue I have had with Norton. I think you are stuck in time before their new engine was release several years ago. You need to read AV comparitives. I don't know anyone who can ever even say "than any virus I've ever gotten". What are you doing anyways?

                                          • 18. Re: Premiere Pro CS6 (6.0.1) update available
                                            pwillener ACP/MVPs

                                            I was alerted to this topic by someone having filed an abuse report for saying the truth about Norton/Symantecware.

                                             

                                            Norton has a very, very long history of ruining computers all over the world.  Why would anyone want to stop their computer from functioning correctly by installing Norton/Symantecware?  It is a mystery to me...

                                             

                                            The only solution: google for "norton removal tool".

                                            • 19. Re: Premiere Pro CS6 (6.0.1) update available
                                              Harm Millaard Community Member

                                              Norton has a very, very long history of ruining computers all over the world.  Why would anyone want to stop their computer from functioning correctly by installing Norton/Symantecware?  It is a mystery to me...

                                               

                                              I am aware of Norton consumer products and Matrox being in that category. Not the Enterprise products from Norton.

                                              • 20. Re: Premiere Pro CS6 (6.0.1) update available
                                                J. Simon Community Member

                                                Why oh why are you getting viruses in the first palce?

                                                 

                                                I normally use Firefox, which has an extension that allows it to emulate other browsers.  I made the mistake of allowing it to emulate Internet Explorer once, and a virus snuck in.  I had to wipe and reinstall.  At the time no anti-virus software was installed.

                                                 

                                                My last experience with Norton was last year.  My sister's free trial subscription ran out, and I thought Vipre was the better program.  (Still do.)  But Norton was so entrenched I had to wipe her system as well to get rid of it (after many frustrating hours).

                                                • 21. Re: Premiere Pro CS6 (6.0.1) update available
                                                  gishnetwork Community Member

                                                  I dunno guys. We oversee hundreds of computers and every year we research the best AV for the money. We've used Norton (plain-ole) AV for the last 3 years and it's been a dream. Zero problems, lightweight, no viruses (not that we ever had any anyways).

                                                   

                                                  I guess my clients are lucky they have me... apparently, it sounds like I am very lucky person. If I am not a lucky person, then, hmmm... what would be the alternative explanation?

                                                   

                                                  I myself have never had a virus no matter what AV I've used, and I've used a lot (Avira, Bitdefender, Norton, Mcafee, Nod32, Kapersky...)

                                                   

                                                  All that said, we don't buy their kit products. We *just get* the plain ole AV. It's scores decently high for the money - Avira always scoring the best (marginal differences here) but is way to expensive, even in bulk.

                                                   

                                                  Maybe I am just smarter or luckier than you people.

                                                  • 22. Re: problem with long load times after 6.0.1 update
                                                    Trev Daley

                                                    Hi Guys,

                                                     

                                                    First, each to his own.

                                                     

                                                    I have Windows 7 64bit, CS6 and did the auto updates. Norton also found this alledged virus also....

                                                     

                                                    Category: Resolved Security Risks

                                                    2012-05-29 6:44:41, High, mc_config_mp2v.dll (Suspicious.Cloud.7.F) detected by Auto-Protect, Quarantined, Resolved - No Action Required, c:\program files (x86)\adobe\adobe prelude cs6\mc_config_mp2v.dll

                                                    2012-05-29 6:44:22, High, mc_config_avc.dll (Suspicious.Cloud.7.F) detected by Auto-Protect, Quarantined, Resolved - No Action Required, c:\program files (x86)\adobe\adobe prelude cs6\mc_config_avc.dll

                                                    2012-05-25 20:23:05, High, mc_enc_dv.dll (Suspicious.Cloud.7.F) detected by Auto-Protect, Quarantined, Resolved - No Action Required, c:\program files\adobe\adobe premiere pro cs6\32\mc_enc_dv.dll

                                                    2012-05-09 18:00:19, High, exporteraiff.prm (Suspicious.Cloud.7.F) detected by Virus scanner, Quarantined, Resolved - No Action Required, c:\program files (x86)\adobe\adobe prelude cs6\plug-ins\common\exporteraiff.prm

                                                     

                                                    After the install adobe Premiere Pro CS6 would not start. I did a reboot and all is now well, even with the .dll and .prm files removed. I wish I know exactly what those files where used for?

                                                     

                                                    As for Norton, been using it for years. It has got better and better each version and is now very good and stable. I would sooner it make a mistake about a file that miss a real virus.

                                                     

                                                    Ciao,

                                                    Trev Daley.

                                                    • 23. Re: Premiere Pro CS6 (6.0.1) update available
                                                      cjacs987654 Community Member

                                                      I too have this problem, I am a little confused at the threads, is this been handled by Adobe ? or is it down to us

                                                      to sort with our AV software (Norton 360-v6 by the way)

                                                      • 24. Re: Premiere Pro CS6 (6.0.1) update available
                                                        cjacs987654 Community Member

                                                        Can someone tell me where the prm files are stored? I have done a search but nothing

                                                         

                                                        Also, when PP is starting up, if you end task on dymaniclinkmanager in tax manager, PP starts immediately. Again I cannot find this exe file - does anyone know where it is.

                                                         

                                                        My idea is to tell av this file is safe

                                                         

                                                         

                                                        Also, Adobe, may we have a definative fix or workaround to this problem

                                                         

                                                         

                                                         

                                                        Thanks

                                                         

                                                        Chris Anderson

                                                        • 25. Re: Premiere Pro CS6 (6.0.1) update available
                                                          Harm Millaard Community Member

                                                          Chris,

                                                           

                                                          Can someone tell me where the prm files are stored? I have done a search but nothing

                                                           

                                                          There is an explicit location in #22.

                                                           

                                                          Also, when PP is starting up, if you end task on dymaniclinkmanager in tax manager, PP starts immediately. Again I cannot find this exe file - does anyone know where it is.

                                                           

                                                          Can you rephrase this in an understandable way please. I never new Adobe had a tax management application in CS6. Is that localized to the install language or the Windows locale settings? How does that work for ex-pats?

                                                          • 26. Re: Premiere Pro CS6 (6.0.1) update available
                                                            cjacs987654 Community Member

                                                            Hi Harm

                                                             

                                                            Thanks for your reply. Still cant find ANY prm files dispite a windows search???  - also cant find dynamiclinkmanager.exe that shows in task manager when you launch PP ????

                                                             

                                                            Not sure whats going on here

                                                             

                                                            All this since adobe auto updater

                                                             

                                                             

                                                            Chris

                                                            • 27. Re: Premiere Pro CS6 (6.0.1) update available
                                                              Harm Millaard Community Member

                                                              Use the old fashioned but highly effective find from the command line.

                                                               

                                                              Start the command prompt CMD.exe, change directory to C:/Program Files and then type dir *.prm /s.

                                                              29-5-2012 12-41-39.png

                                                              Then press enter. It found 325 files on my system in this directory alone.

                                                               

                                                              29-5-2012 12-42-20.png

                                                               

                                                              Repeat that for other directories you may want.

                                                               

                                                              For instance:

                                                               

                                                              29-5-2012 12-51-02.png

                                                              • 28. Re: Premiere Pro CS6 (6.0.1) update available
                                                                Todd_Kopriva Adobe Employee

                                                                This morning, one of our engineers will submit some new information to Norton that should (nearly) immediately clear the files in our updater from being flagged for quarantine. This means that the next time that the Norton antivirus software runs, it shouldn't mis-identify these files as problematic. However, people for whom this has already occurred will need to either manually un-quarantine these files or uninstall and reinstall Premiere Pro CS6 and the update.

                                                                 

                                                                I've asked that engineer to respond to this thread with more information.

                                                                • 29. Re: Premiere Pro CS6 (6.0.1) update available
                                                                  cjacs987654 Community Member

                                                                  Thanks Harm, got em!!

                                                                  • 30. Re: Premiere Pro CS6 (6.0.1) update available
                                                                    cjacs987654 Community Member

                                                                    Hi Todd

                                                                     

                                                                    Thanks for the quick responce. Can you confirm which files I need to ask Norton to trust, and is this the reason it is taking PP 3 minutes to load?

                                                                     

                                                                    Thanks

                                                                     

                                                                    Chris

                                                                    • 31. Re: Premiere Pro CS6 (6.0.1) update available
                                                                      Todd_Kopriva Adobe Employee

                                                                      > Can you confirm which files I need to ask Norton to trust, and is this the reason it is taking PP 3 minutes to load?

                                                                       

                                                                      Yes, Norton is a cause of extremely long load times with the update.

                                                                       

                                                                      I'll leave it to the engineer who will be responding here soon to give details about which files.

                                                                       

                                                                      I don't use Norton and am not familiar with the details of its interface, but I know that my antivirus software makes it easy for me to see what files it has quarantined. So, you should be able to just release the ones that Norton quarantined when you were doing the update.

                                                                       

                                                                      You also have the option of uninstalling and reinstalling CS6 and then installing the updates again. This is tedious, but it avoids needing to fiddle with the details within the Norton software.

                                                                      • 32. Re: Premiere Pro CS6 (6.0.1) update available
                                                                        cjacs987654 Community Member

                                                                        Hi Todd,

                                                                         

                                                                        Thanks again for the info, yes i now know how to 'un-quarantine' so will await your engineers post.

                                                                         

                                                                        May I respectively make a suggest for the adobe team, that before they release any software updates, they test against the main AV progrrams. I am sure you will appreciate, this has caused users time and inconvienence.

                                                                         

                                                                        I have just ran a virus update, and there were updates to process, not sure if they included yours, perhaps your engineer can advise when this will be available,

                                                                         

                                                                         

                                                                        I am assuming this is the cause of the CS6 prelude problem also - cant load that at all because mc_enc_dv_.dll was quarantined. (see prelude forum)

                                                                         

                                                                         

                                                                        As a matter of interest is it possible to reverse an adobe software update to its previous version? for situations such as this while they get fixed by

                                                                        by your engineers?

                                                                         

                                                                        Thanks again

                                                                         

                                                                        Chris

                                                                        • 33. Re: Premiere Pro CS6 (6.0.1) update available
                                                                          Todd_Kopriva Adobe Employee

                                                                          > As a matter of interest is it possible to reverse an adobe software update to its previous version?

                                                                          No.

                                                                          • 34. Re: Premiere Pro CS6 (6.0.1) update available
                                                                            Nariman Sodeifi Adobe Employee

                                                                            Hi everyone,

                                                                             

                                                                            Heuristic protection is a feature in newer versions of Norton AntiVirus and Norton Internet Security. 

                                                                            It basically quarantines files that don’t necessarily have virus, but they are suspicious to Norton. 

                                                                            There are different categories for heuristics.  Suspicious.Cloud.7 or similar Cloud categories are related to files that are unknown/new and are suspicious.  Since Norton has not encountered them enough times, they consider them a risk.  I’m sure there are other reasons there as well, but my research has pointed me out to the above conclusion.  You can search for “Suspicous.Cloud.7” and research this as well. I found many false positive on the net.

                                                                             

                                                                            I have white listed all files in PPro 6.0.1 and submitted it to Norton.   I submitted similar request for several other products like Prelude.  Once you update your Norton produts, it should no longer consider PPro 6.0.1 files as suspicious and should not quarantine them.  But files that have been quarantined, need to be un-quarantined by you manually. 

                                                                             

                                                                            Heuristics protection has had false positive not just for Adobe Products, but also many other products produces by other software manufacturers.  You can disable Heuristics feature of Norton without disabling the other Norton virus protection that find actual and real viruses.   Though I have white listed our current apps, you may run into this issue with other applications. Below is set of instructions on how to disable Heuristics protection in NAV if you choose to do so.

                                                                             

                                                                            Launch Norton Antivirus application and go to the main user interface.

                                                                            Select “Settings”

                                                                            Click on “Computer” tab

                                                                            Select “Computer Scan” on the left column

                                                                            You’ll see many options on the right side, one is called “Heuristic Protection”.

                                                                            Turn “off” this option.  Notice that option remains green even though you turned this off.

                                                                            In that same dialog, in upper right corner, there is a text that says “About These Settings [?]”

                                                                            If you click that, it provides you more information about these settings.

                                                                            • 35. Re: Premiere Pro CS6 (6.0.1) update available
                                                                              cjacs987654 Community Member

                                                                              Hi Nariman

                                                                               

                                                                              Thanks for the update. Can you advise if Norton has updated its service, in other words, whern i did a virus update just now,

                                                                              will that of included the adobe whitelist stuff.

                                                                               

                                                                              Thanks

                                                                               

                                                                              Chris

                                                                              • 36. Re: Premiere Pro CS6 (6.0.1) update available
                                                                                Nariman Sodeifi Adobe Employee

                                                                                Norton had told me this was instantaneous and next update (after whitelisting it) should resolve it.  Just to be sure, I tested it on a system that had PPro 6.0.1.  I installed Norton Antivirus with Heuristics still on and updated it.  Norton Scanned PPro folder and it didn't find any issues and did not quarantine anything. So I think this is resolved for now.  But if you have files that have been quarantined, you need to manually un-quarantine them (or uninstall and re-install PPro).

                                                                                • 37. Re: Premiere Pro CS6 (6.0.1) update available
                                                                                  cjacs987654 Community Member

                                                                                  Success!

                                                                                   

                                                                                  Thank you.

                                                                                   

                                                                                  For the purposes of those following this thread, this is what I did after Nariman's post above.

                                                                                   

                                                                                  1. UNinstall PP CS6

                                                                                  2. reboot

                                                                                  3. update norton 360 v6 anti virus definitions (there were definitions to load but dont know what they are)

                                                                                  4. reboot

                                                                                  5. Install PP CS6 from creative cloud

                                                                                  6. Launched PP - all ok (as i expected anyway as this was before the adobe update

                                                                                  7. Launched Adobe updater - all updates to PP completed

                                                                                   

                                                                                  PP launching in 10 seconds now instead of 3 minutes

                                                                                   

                                                                                  I will check out prelude CS6 tomorrow

                                                                                   

                                                                                  Thanks again

                                                                                   

                                                                                   

                                                                                  Chris Anderson

                                                                                  • 38. Re: Premiere Pro CS6 (6.0.1) update available
                                                                                    genefama Community Member

                                                                                    Seriously, what's next?  Should we purge our hard disks of all software we bought before CS6?  This didn't happen with CS5.5 and the same problem occurs on my Mac in the absence of Norton software. Maybe our systems aren't the problem.  I'm spending too much time debugging something that I paid for as an upgrade to what I was already using fairly successfully.  Enough!  Let's get a genuine upgrade that works better than CS5.5 in our existing systems, please.

                                                                                    • 39. Re: Premiere Pro CS6 (6.0.1) update available
                                                                                      J. Simon Community Member

                                                                                      Should we purge our hard disks of all software we bought before CS6?

                                                                                       

                                                                                      A new CS suite is actually a pretty good time to wipe the hard drive and reinstall from Windows on up.

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