11 Replies Latest reply on Aug 27, 2013 8:13 PM by Rad_Albirr

    Photoshop/Premiere Elements 11 Freeze When Getting Media

    rafi9327

      Hello Everyone,

       

      Whenever I start Elements Organiser, there is an on-screen message that there are files ready to import and that the Organiser will now import these files into the Catalog. Then a "Getting Media" box displays and, at some point, say 56%, the "racing cursor" appears and the programme does nothing more. It just freezes and eventually there is a Windows message stating that the programme is not responding. This happens in Elements/Premiere 11. I reinstalled Elements 6 and the file importing works quickly and without problem in that version of Elements.

       

      This is a new, custom-built PC, running Windows 7 Home Premium 64-bit. 16 Gb memory. Adobe programmes were installed for 64-bit OS exactly as directed in Adobe instructions. All hardware drivers are up to date. No other problems with any other software, just Adobe's Elements 11 bundle !

       

      Suggestions ? Solutions ? Other, older Adobe programmes work just fine. When will Adobe correct these programming bugs ? Will they ever ?

       

      Thank you in advance for any helpful advice.

       

      Sincerely,

       

      Rafi C.

        • 1. Re: Photoshop/Premiere Elements 11 Freeze When Getting Media
          andaleebfatima1 Adobe Employee

          I guess it is trying to import files from some location which is not letting is import some particular files. Please check if the Watched folder service is turned on in this case. To know this, click File >> Watched Folder and uncheck/remove folder paths if you don't wish to watch them. Additionally, close Organizer and type services.exe on the Start >> Search textbox. Run services.exe and close/stop Adobe File Agent for V11. You can right click on this service and choose Stop or Disable whatever the function label is.

           

          Thanks

          Andaleeb

          • 2. Re: Photoshop/Premiere Elements 11 Freeze When Getting Media
            rafi9327 Level 1

            Hello Andaleeb,

             

            Well, I can't change the watched folders in PSE11 because when I start the programme, the Files Ready for Import box is running and the programme's menus at the top are grayed out. Running "services.exe" does absolutely nothing; there is no possibility of choosing to close adobe file agent.

             

            Other possiblities ?

             

            Thank you,

             

            Rafi

            • 3. Re: Photoshop/Premiere Elements 11 Freeze When Getting Media
              99jon Adobe Community Professional & MVP

              Hold down the shift key and launch the Organizer. In the catalog Manager dialog click the new button and create a new catalog e.g. MyCatalog2.

               

              In preferences turn off auto-analysis and people recognition.

               

              Turn off the watch folder under the File menu.

               

              Then import all your images again or return to the catalog manager and convert your earlier catalog.

               

              Hopefully that will improve performance to the level of PE6!

              • 4. Re: Photoshop/Premiere Elements 11 Freeze When Getting Media
                rafi9327 Level 1

                Hello,

                 

                When I start Organiser, either whilst holding down the shift key or not, after the new catalog is created, the Getting New Media box pops up; it freezes at whatever percentage and the menus cannot be accessed to go to the File menu. Programme has been uninstalled, reinstalled; the same problem happens each time.

                 

                Has anyone had this problem and solved it ? Please let me know how you did that !

                 

                Thanks in advance,

                 

                Rafi C.

                • 5. Re: Photoshop/Premiere Elements 11 Freeze When Getting Media
                  andaleebfatima1 Adobe Employee

                  When you run services.exe, you should get a dialog like this-

                   

                  watch.jpg

                   

                  Are you getting it?

                   

                  Thanks

                  Andaleeb

                  • 6. Re: Photoshop/Premiere Elements 11 Freeze When Getting Media
                    rafi9327 Level 1

                    Hello,

                     

                    Well, actually, I think on my machine it is 'services.msc'. Yes, I found it and it doesn't help with the problem of the 'getting media' process freezing. I have gone so far as to remove ALL media from this machine, and STILL the programme displays images as it tries to import files that aren't there. This problem is ALSO duplicated on our old WIN7 32-bit machine and also on a neighbour's WIN7 32-bit machine, all with different copies of Elements 11.

                     

                    At this point, my question is quite specific: where is PSE11 finding media files that are no longer there ?

                     

                    I am just happy that our old PSE6 works like a charm--no problems there. Too bad those programmers are probably long retired ! What I'm going to do now is basically write off the Organiser as a waste of time and money. I'm putting shortcuts on the Desktop to the PSE andPRE 11 editors. And will install Picasa and use that to sort our media files.

                     

                    But, in the meantime, again, where is Origaniser finding downloaded media files that have been removed ? Is there a file within PSE11 Organiser that we can delete ?

                     

                    Many thanks for your help.

                     

                    Rafi C.

                    • 7. Re: Photoshop/Premiere Elements 11 Freeze When Getting Media
                      andaleebfatima1 Adobe Employee

                      Okay,

                       

                      So is it like its trying to import files copied from a camera/card reader ??

                      I guess you can try 99jon's suggestion of creating a new catalog and turning off Watch Folder as welll as Camera/Card reader settings in preferences.

                       

                      Also, as of deleting files, resetting preferences would be the first step.

                      Go to %appdata%\adobe\elements organizer\11.0\organizer and delete psa.prf and status.dat. Now relaunch Organizer and see if this makes a difference.

                       

                      Thanks

                      Andaleeb

                      • 8. Re: Photoshop/Premiere Elements 11 Freeze When Getting Media
                        rafi9327 Level 1

                        Hello Andaleeb and 99jon,

                         

                        Thank you for your tips and suggestions. As of now, after I have implemented some of your suggestions, the importing seems to be working, although I'm wondering what the down side is of deleting the files that you pointed out. Is any programme functionality lost by deleting the .prf and .dat files ?

                         

                        By the way, the programme was freezing when I tried to import either a few or hundreds of photos from directories on my data hard drive, and also from a camera card. That hasn't happened yet today, but I will do some more importing and editing and see what happens.

                         

                        I'm upgrading to Win 7 Pro and am wondering if Elements 11 might be more stable running in XP Mode. Does anyone have any feedback on that ? I really appreciate Elements as I can do so much in the Editor and Camera Raw that I can do in Photoshop. I just wish the programme ddn't have so many buggy behaviours.

                         

                        Again, I'll get back to you with how the programme fares over the weekend. And, thank you again for your patience and suggestions.

                         

                        Sincerely,

                         

                        Rafi C.

                        Visalia, California

                        • 9. Re: Photoshop/Premiere Elements 11 Freeze When Getting Media
                          rafi9327 Level 1

                          Hello,

                           

                          Now that I've re-installed Elements 11 under WIN7 pro, I'm having the same problems as before...programme freezing during the media import.

                           

                          Can't find the .prf file or status.dat. Where are they located again ? Followed instructions in your previous post but can't locate the files I need to delete.

                           

                          Thanks,

                           

                          Rafi C.

                          Visalia, California

                          • 10. Re: Photoshop/Premiere Elements 11 Freeze When Getting Media
                            andaleebfatima1 Adobe Employee

                            Hi,

                             

                            Please don't worry for the files you deleting. They get regenerated upon next session of Organizer.

                            If Organizer is freezing right now, I would recommend turning off background prcesses for once. In Organizer, go to Edit >> Pref >> Media Analysis and untick all checkboxes. Again you don't stand to lose anything since the processes get started once the corresponding action is initiate from user interface. for e.g. if you want to run people recognition using Add People, the coresponding process will start in foreground...

                             

                            If you are seeing freeze with "Updating..." dialog, please try turning off watch folder service as instructed in previous comments.

                             

                            Thanks

                            Andaleeb

                            • 11. Re: Photoshop/Premiere Elements 11 Freeze When Getting Media
                              Rad_Albirr

                              I'm having similar problem and its really annoying.  Spend so much time and money for a software that works only a couple time.  Everytime I add media to start APE11 it keeps on freezing.  Can anyone help me?