17 Replies Latest reply: Feb 15, 2013 5:20 PM by RustyT RSS

    Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project

    Nick_A_Graham Community Member

      I've just installed Adobe Photoshop & Premiere Elements 10 on one of our marketing user's PC, and while Photoshop works like a charm, Premiere Elements 10 crashes every time you try to create a new project.  I have done a total uninstall and reinstall, but get the same results.  Here is the crash report generated by Windows (7 Pro x64)

       

      Problem signature:

        Problem Event Name: APPCRASH

        Application Name: Adobe Premiere Elements.exe

        Application Version: 10.0.0.0

        Application Timestamp: 4e791009

        Fault Module Name: dvacore.dll

        Fault Module Version: 8.0.0.0

        Fault Module Timestamp: 4e78f08f

        Exception Code: c0000005

        Exception Offset: 000000000000154e

        OS Version: 6.1.7601.2.1.0.256.48

        Locale ID: 1033

        Additional Information 1: 7a8f

        Additional Information 2: 7a8f433f52f6f9a5539b887f16e37397

        Additional Information 3: 9ca8

        Additional Information 4: 9ca8acafba7b6c4cf5e9fa78b17b0956

        • 1. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
          the_wine_snob CommunityMVP

          Welcome to the forum.

           

          I would start with this ARTICLE, which begins with a checklist for setting up the computer and PrE, to run best, then goes into details on tuning up one's computer and OS, and finishes with troubleshooting links.

           

          Looking at the faulting module in your error log, it appears that something in the authoring part of the program, might be having an issue. I would also insure that there is no disc in the multi-drive/burner, as that can crash the Sonic AuthorCore, that PrE uses in its authoring modules.

           

          Good luck,

           

          Hunt

          • 2. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
            VDOSurfer Community Member

            Try to clean the preferences and then launch Premiere Elements. Preferences are in "%appdata%\Adobe\Premiere Elements\10.0" (Enter the whole text within quotes into Start->Run bar and press Enter.)

            Delete the complete folder named 10.0 and then restart the app

            • 3. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
              TomWyman Community Member

              I am an istitutional customer with 1100 installations of premiere.  It's never worked well for us even on prior versions, and I've been down the troubleshooting rabbit hole with 8, 9, and now 10.  I was hoping for a fix with version 10, but it doesn't look like it to me.

               

              I'm having a very similar issue with Premiere 10 on a brand new installation;  Windows 7x64 professional.

              We have installed Premiere Elements 10 plus the content packs.  All video, audio, quicktime, etc is updated to the latest and greatest.  Everything was installed under the local administrator, and run under the local administrator.  The computer is not attached to the domain.

               

              When I launch Premiere Elements 10, the splash screen comes up fine.  When I click new project, the probems begin.

               

              After several seconds the generic windows error message "premiere elements 10 stopped working"  then "Do you want to send more information about the problem"  this refers to three WER files in the C:\users\Administrator\Appdata\Local\Temp folder.  I either can't see these files or they get deleted in the process of clicking through the error messages.

               

              On this first error, I can click through it, and premiere continues to open.  I get the 'my project' screen, click OK to open a new project called my project, then I get a message 'reduced content set installed'.  This is a mystery since all the content packs are installed per the adobe defaults.  Click no here and the editor opens - but then after 15 seconds or so I get second generic Windows error.  I can't click through this one and the program crashes.

               

              The Windows application error log entries look like this (not very helpful):

               

              Event Properties - Event 1000 Application Error

               

              Faulting application name: Adobe Premiere Elements 10.exe, version: 10.0.0.0, time stamp: 0x4e790696

              Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000

              Exception code: 0xc0000005

              Fault offset: 0x0000000000000000

              Faulting process id: 0x1a28

              Faulting application start time: 0x01cd432ac62d459e

              Faulting application path: C:\Program Files\Adobe\Adobe Premiere Elements 10\Adobe Premiere Elements 10.exe

              Faulting module path: unknown

              Report Id: 1f392b7e-af1e-11e1-a6a2-0026c6ca1860

               

              Strangely, this sequence doesn't happen every time I open Premiere.  Sometimes I can open the editor and close it again without error.  But in this case, Premiere does not close out the following services:

               

              Premiere elements.exe

              AdobeQT32server.exe

              dynamiclinkmanager.exe

              and sometimes adobe premiere content analyzer.exe

               

              If you try to launch premiere again, the program crashes immediately upon clicking the new project button on the splash screen.  If you kill all these processes, you can launch premiere again and go through the error do-loop.

               

              I have also deleted all of the premiere folders in the C:\users\administrator\appdata\local\adobe   and the C:users\administrator\appdata\roaming\adobe folders as well as the C:\programdata\adobe folder.  this has had no effect on the problem.

               

              I'm really at the end of this process, which we went around and around with Adobe last fall on version 9, sending all kinds of dump files and log files, which amounted to no solution.  One bright spot is that when the 9 update came out we applied it and lo and behold premiere worked fine.

               

              Two suggestions I might have for you are to kill the processes before relaunching, and to revert back to version 9.0.1, which is a 32 bit application.  I'll update this post after we complete the reversion and test this.

               

              I'd like it if Adobe weighed in with some real suggestions too!

              • 4. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                TomWyman Community Member

                Oh also I found somewhere to look at the AMT file, which I found in the C:\users\administrator\appdata\local\temp folder.

                 

                I have no idea what the AMT really is but here's an excerpt of the log at the point of crash.

                 

                2012-06-06 08:18:01 [2504]  AUMService: config: No AdobeUpdaterCode found in configuration; AUM will be disabled.

                2012-06-06 08:18:01 [2504]  ALMService: Terminating

                2012-06-06 08:18:01 [2504]  SLCoreService: Shutting down SLCore 1.7 Release (build 1.7.26.249851).

                2012-06-06 08:18:01 [2504]  SLCoreService: Service destruction took 37.8 ms and succeed.

                2012-06-06 08:18:01 [2504]  ALM: _info_: End ALM

                2012-06-06 08:18:01 [2504]  performance: AMTReleaseProductLicense took 54.290745 ms

                2012-06-06 08:18:01 [2504]  AMT: END SESSION.

                 

                Maybe this can help an adobe expert with next steps.

                • 5. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                  Nick_A_Graham Community Member

                  I figured out the cause of the problem - we map our users' "My Documents" folder to a share on our file server.  Elements Premiere does not know how to handle this.  As soon as I switched the location of the user's My Documents folder back to his local C: drive, Elements works fine.

                  • 6. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                    the_wine_snob CommunityMVP

                    Nick,

                     

                    Great news, and thank you for reporting your success.

                     

                    Unfortunately, Premiere (PrE, or PrPro), are designed to run locally, and do not do well in many networked environments. Because of the target audience for PrE, there probably have not been so many Feature requests for networking capabilities with it, but I know that there have been for PrPro, as many post-houses do work in a networked environment. I had rather expected to see PrPro CS 6 released with networking capbilities, but not yet.

                     

                    Good luck,

                     

                    Hunt

                    • 7. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                      mrfcj Community Member

                      I am having exactly the same problem as Tom Wyman describes.  Windows 7 64 professional SP1, fully updated.  Updated NVIDIA driver.  Over 200gb hard drive, 4gb RAM.  I've installed from disks and from download.  In both cases I turned off Windows firewall and ESET virus check and firewall before I did the install.  Adobe CS6 works fine!  It seems strange that an 'elements' program should cause so much trouble.

                       

                      Any ideas much appreciated.

                      • 8. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                        the_wine_snob CommunityMVP

                        Did nothing in that "PrE Crashing and Hanging" article help you?

                         

                        What did Event viewer say?

                         

                        Good luck,

                         

                        Hunt

                        • 9. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                          mrfcj Community Member

                          I have done everything in the first section.  The next part doesn't apply because Premiere Elements has never opened.

                           

                          Here is the event viewer when I tried to open PrE just now.

                           

                          Log Name:      Application

                          Source:        Application Error

                          Date:          14/08/2012 8:50:37 AM

                          Event ID:      1000

                          Task Category: (100)

                          Level:         Error

                          Keywords:      Classic

                          User:          N/A

                          Computer:      MaryRose-HP

                          Description:

                          Faulting application name: Adobe Premiere Elements.exe, version: 10.0.0.0, time stamp: 0x4e791009

                          Faulting module name: Display.dll, version: 6.0.0.0, time stamp: 0x4e78fee0

                          Exception code: 0xc0000005

                          Fault offset: 0x00000000000230bc

                          Faulting process id: 0xf88

                          Faulting application start time: 0x01cd7a2c1d75a8dd

                          Faulting application path: C:\Program Files\Adobe\Adobe Premiere Elements 10\Adobe Premiere Elements.exe

                          Faulting module path: C:\Program Files\Adobe\Adobe Premiere Elements 10\Display.dll

                          Report Id: 67f205bc-e61f-11e1-9fd1-e02a822f3926

                          Event Xml:

                          <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

                            <System>

                              <Provider Name="Application Error" />

                              <EventID Qualifiers="0">1000</EventID>

                              <Level>2</Level>

                              <Task>100</Task>

                              <Keywords>0x80000000000000</Keywords>

                              <TimeCreated SystemTime="2012-08-14T14:50:37.000000000Z" />

                              <EventRecordID>42740</EventRecordID>

                              <Channel>Application</Channel>

                              <Computer>MaryRose-HP</Computer>

                              <Security />

                            </System>

                            <EventData>

                              <Data>Adobe Premiere Elements.exe</Data>

                              <Data>10.0.0.0</Data>

                              <Data>4e791009</Data>

                              <Data>Display.dll</Data>

                              <Data>6.0.0.0</Data>

                              <Data>4e78fee0</Data>

                              <Data>c0000005</Data>

                              <Data>00000000000230bc</Data>

                              <Data>f88</Data>

                              <Data>01cd7a2c1d75a8dd</Data>

                              <Data>C:\Program Files\Adobe\Adobe Premiere Elements 10\Adobe Premiere Elements.exe</Data>

                              <Data>C:\Program Files\Adobe\Adobe Premiere Elements 10\Display.dll</Data>

                              <Data>67f205bc-e61f-11e1-9fd1-e02a822f3926</Data>

                            </EventData>

                          </Event>

                          • 10. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                            the_wine_snob CommunityMVP

                            Take a look at this article: http://forums.adobe.com/thread/446365?tstart=90

                             

                            When you search through the Event Viewer, in both the Applications and System tabs, you should see several warning and error messages, at the time of the crash. Check out each one, and follow ALL links in any of them.

                             

                            Good luck, and do you have the HP fingerprint security feature active?

                             

                            Hunt

                            • 11. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                              mrfcj Community Member

                              Thank you for trying to help, Bill.

                               

                              I had read about the fingerprint problem in the forums and deactivated that before my first post.

                               

                              I am reasonably proficient with CS6 web/design, but I don't have a lot of tech knowledge.

                               

                              While working today, I had trouble with Acrobat X and had to uninstall/reinstall.  I have done more restarts in the last 36 hours!

                               

                              I uninstalled/reinstalled PrE ... in case something that I had done had helped!  Organizer opens but not PrE.

                               

                              I will put the EventViewer stuff at the end of the post.  I didn't know there was an EventViewer until today!

                               

                              It says something about PCI bus.  I went to control panel, etc., devices and there were two instances of PCI bus.  I asked Windows to update the driver for both and got a message that it had the most up to date driver.  Also indicated they were working properly.  When I sent the link at the bottom of the EventViewer info to Windows, I got a screen saying it was an unknown error.

                               

                              I bought PrE on Saturday ... to replace NERO.  I thought it would be more consistent with the other programs I use, but maybe I should cut my losses and go back to NERO???  What do you think?

                               

                              I really do appreciate the help.

                               

                              Log Name:      System
                              Source:        Microsoft-Windows-WHEA-Logger
                              Date:          14/08/2012 5:59:52 PM
                              Event ID:      17
                              Task Category: None
                              Level:         Warning
                              Keywords:     
                              User:          LOCAL SERVICE
                              Computer:      MaryRose-HP
                              Description:
                              A corrected hardware error has occurred.

                              Component: PCI Express Root Port
                              Error Source: Advanced Error Reporting (PCI Express)

                              Bus:Device:Function: 0x0:0x3:0x0
                              Vendor ID:Device ID: 0x8086:0xd138
                              Class Code: 0x30400

                              The details view of this entry contains further information.
                              Event Xml:
                              <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
                                <System>
                                  <Provider Name="Microsoft-Windows-WHEA-Logger" Guid="{C26C4F3C-3F66-4E99-8F8A-39405CFED220}" />
                                  <EventID>17</EventID>
                                  <Version>0</Version>
                                  <Level>3</Level>
                                  <Task>0</Task>
                                  <Opcode>0</Opcode>
                                  <Keywords>0x8000000000000000</Keywords>
                                  <TimeCreated SystemTime="2012-08-14T23:59:52.830276300Z" />
                                  <EventRecordID>651021</EventRecordID>
                                  <Correlation ActivityID="{3D023B18-BA52-49EA-A02C-2DBEF2BA8D91}" />
                                  <Execution ProcessID="1796" ThreadID="7340" />
                                  <Channel>System</Channel>
                                  <Computer>MaryRose-HP</Computer>
                                  <Security UserID="S-1-5-19" />
                                </System>
                                <EventData>
                                  <Data Name="ErrorSource">4</Data>
                                  <Data Name="FRUId">{00000000-0000-0000-0000-000000000000}</Data>
                                  <Data Name="FRUText">
                                  </Data>
                                  <Data Name="ValidBits">0xdf</Data>
                                  <Data Name="PortType">4</Data>
                                  <Data Name="Version">0x101</Data>
                                  <Data Name="Command">0x10</Data>
                                  <Data Name="Status">0x407</Data>
                                  <Data Name="Bus">0x0</Data>
                                  <Data Name="Device">0x3</Data>
                                  <Data Name="Function">0x0</Data>
                                  <Data Name="Segment">0x0</Data>
                                  <Data Name="SecondaryBus">0x0</Data>
                                  <Data Name="Slot">0x0</Data>
                                  <Data Name="VendorID">0x8086</Data>
                                  <Data Name="DeviceID">0xd138</Data>
                                  <Data Name="ClassCode">0x30400</Data>
                                  <Data Name="DeviceSerialNumber">0x0</Data>
                                  <Data Name="BridgeControl">0x0</Data>
                                  <Data Name="BridgeStatus">0x0</Data>
                                  <Data Name="UncorrectableErrorStatus">0x0</Data>
                                  <Data Name="CorrectableErrorStatus">0x40</Data>
                                  <Data Name="HeaderLog">00000000000000000000000000000000</Data>
                                  <Data Name="Length">672</Data>
                                  <Data Name="RawData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ata>
                                </EventData>
                              </Event>

                              • 12. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                                the_wine_snob CommunityMVP

                                Did any of those error, or warning messages have a link in them?

                                 

                                When they do, the link(s) will often yield a treasure trove of info. Unfortunately, most only have tons of code, that not even a MicroSoft engineer can make heads, or tails of.

                                 

                                One common issue, is a low-level driver, interfering with the OS. Another is a module, that is trying to load, that is not completing. I have been able to track many problems from those links.

                                 

                                However, often there are not any links, and then that code is about useless.

                                 

                                Wish that I had more to offer, but did not see anything that stuck out in your log post. Maybe some young eyes can spot something that I am missing.

                                 

                                Good luck,

                                 

                                Hunt

                                • 13. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                                  mrfcj Community Member

                                  Hi Bill,

                                   

                                  Only one had a link … and that linked to the page where Microsoft said ‘unknown error message’!

                                   

                                  Thanks for trying,

                                   

                                  Mary Rose

                                  • 14. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                                    mrfcj Community Member

                                    Hi BIll,

                                    I thought you might like an update on this ... and it might be helpful to other users.  I contacted 'Online Chat' and after they spent 20 minutes on it, I was told I need to contact phone support.  The first time I waited for a couple of hours, but yesterday I got through right away.

                                    What turned out to be the problem was that too many startup programs were working in the background.  The tech had me disable all the startup programs and then do a 'restart'.  He said Windows would automatically 'enable' anything that was really necessary and then if I needed a program, SKYPE for example, it would be enabled as soon as I opened the program.

                                    Premiere now appears to work just fine, although I haven't yet had a chance to use it!

                                    Thanks for your help,

                                    Mary Rose

                                    • 15. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                                      Kris_Smith Community Member

                                      Having the same problem as Nick,

                                       

                                      Premier (pro cs6) wont run if the "my documents" is on a network drive.

                                       

                                      The rest of the suite works Fine and I cant move My docs just for Premier...

                                       

                                      Any one know where Premier holds the info about its default location??

                                       

                                      Kris

                                      • 16. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                                        Kris_Smith Community Member

                                        Ok, its early stages yet but:

                                         

                                        Leaving My Documents on the network drive |(h:\data\) I noticed that it did manage to create some folders there,

                                         

                                        Adobe\Premier Pro\6.0\ (I think)

                                         

                                        Runnnig Regedit, Finding shell folders setting:

                                         

                                        HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\Shell Folders\Personal, set this to "d:\data".

                                         

                                        Premier Works Fine. (switch it back to h, it fails)

                                         

                                        Lookig at the d:\data\adobe folder there were more files/folders thatn in h:\data\adobe\Premier etc...

                                         

                                        I coppied the folder tree from d:\data\adobe to h:\data\adobe

                                        set Personal back to "H:\data" in the registry

                                         

                                        And Premier Still works!

                                         

                                        I hopt this is a long term solution, Pre populate the Files in "my documents"

                                         

                                        Nick, I'd Love to know if this works for you too.

                                         

                                        Kris

                                        • 17. Re: Just installed Adobe Premiere Elements 10 - Crashes upon opening a new Project
                                          RustyT Community Member

                                          I don't know if this will help someone, but after many issues trying to get Premiere Elements to run on Windows 7 64 bit, I used this procedure and then it worked perfectly:

                                           

                                          http://orbisvitae.com/ubbthreads/ubbthreads.php?ubb=showflat&Number=70061#Post70061

                                           

                                          Hope this helps.