Presenter error after pressing video record. Third attempt to receive help from customer support.

[sam_mcq]

I open powerpoint, press adobe presenter in the ribbon, press the video record option, camera aperas to be working fine, I press record, and then the system crashes. "Application encountered an internal error. If the problem persists, please report on product support forums of contact the support team." Presentation/Audio recording works fine. Video recording works fine with other software. I'm using a Dell Optiplex 990, 64bit operating windows 7 system. I record with the built-in camera on the DELL U2212HM monitor. Drivers are up to date. I sent in error reports (two times; a third time following this post) over the previous 2 months and have heard nothing back from customer support.

[VikramGaur]

Hello,

Welcome to Adobe Support.

Do you have External Graphics Card ?

Make sure you have the latest Graphics Drivers (http://www.dell.com/support/drivers/us/en/19/Product/optiplex-990)

Did you try recroding wth Adobe Presenter 8 with a different user account on your computer ?

Thanks,

Vikram

[sam_mcq]

The graphics card is a an AMD Radeon HD 6670. Drivers are up to date. I have tried on two separate user accounts.

[sam_mcq]

Hi,

It's been a month and still no customer support.

[Piyush_B]

HI Sam,

May you please share the logs with me at pibhatna@adobe.com

Thanks and regards,

Piyush Bhatnagar

[Piyush_B]

Thanks Sam,

We have received the logs. We will have a look at it and will get back to you.

Thanks and regards,

Piyush Bhatnagar

[Mukul_Adobe]

Hello,

Can you please send us the detailed error logs.

Please follow the steps mentioned here to generate error logs and send it to us.

http://help.adobe.com/en_US/presenter/using/WS16484b78be4e1542-766b36611370cc9e7b7-7ffc.html

We will check the logs and get back to you.

Regards,

Mukul

Adobe Presenter Engg. Team

[sam_mcq]

Greeetings,

As you will see in my OP, I have submitted logs for over 2 months and have heard nothing back from the Adobe support.

Sam