26 Replies Latest reply on Jun 26, 2013 12:27 PM by Steve Grisetti

    Need in-person technical support, Denton, TX

    Cindyg22 Level 1

      I have been struggling with Premiere Elements daily for about six weeks.  Virtually nothing works as expected.  I have completed training.  I have asked here.  I have used the Adobe Chat feature.  I have reinstalled the software.  I have optimized my hard drive.  (I have no problems editing videos with Windows Movie Maker Live with this same computer.)

       

      I have to assume there is something wrong with my hardware configuration or the way the PE11 is set up on my computer.  (Either that or PE11 is crap, and I'm really leaning towards this latter explanation.)

       

      How do I find someone who can help me in person?

        • 1. Re: Need in-person technical support, Denton, TX
          Peru Bob Adobe Community Professional & MVP

          Try a local high school or college.

          Some colleges have courses. 

          Some communities have computer clubs.

          • 2. Re: Need in-person technical support, Denton, TX
            the_wine_snob Level 9

            I do not know this person, but his LinkedIn profile came up in several searches for certified Adobe professionals and teachers. It appears that he is active in Dallas-area Adobe User Groups, so might be a good resource?

             

            http://www.linkedin.com/in/ajwood

             

            I would also check with Texas Women's College (name might have changed, since my wife interviewed for her post-graduate work), as they are close, and might have worthwhile classes (either for credit, or adult-education) that use PrE.

             

            Good luck,

             

            Hunt

            • 3. Re: Need in-person technical support, Denton, TX
              the_wine_snob Level 9

              Not sure if you have seen this resource, and it is not directly what you asked for, but our MOD here, Steve Grisetti, has published a great book, The Muvipix Guide to Adobe Premiere Elements 11 (available from Amazon, or Muvipix), that covers the program extensively. He also has a great appendix in that book, that addresses computers, OS's and other hardware, for running PrE. I cannot recommend that book too highly.

               

              Good luck,

               

              Hunt

              • 4. Re: Need in-person technical support, Denton, TX
                A.T. Romano Level 7

                Cindyg22

                 

                Sorry things have not gotten better.

                 

                Are you still in warranty with the manufacturer of your computer setup? Or, is there a local computer shop that can give your computer a workout.

                 

                I have many versions of Premiere Elements on my computer and have smooth workflows from SD to HD (DVD to AVCHD to Blu-ray). I am still fighting my way through those Titler Styles, so maybe that the exception.

                 

                Have you excluded your choice of source media as the major cause of the problem or are you having problems with Premiere Elements photos, videos from iPhone as well as camcorder cameras?

                 

                At this point, I agree that you need in person independant look at your situation.

                 

                Do you have access to more than the computer that you are working on now? Maybe a friend would let you install your Premiere Elements on his her computer and see if you run into the same issues facing you now. Maybe your son has friends that might help in this regard.

                 

                Please update us on your progress.

                 

                Thanks.

                 

                ATR

                • 5. Re: Need in-person technical support, Denton, TX
                  Cindyg22 Level 1

                  There's no list of expert resources somewhere?

                   

                  No, I don't want a book.  There's no way on earth I'm investing in a course.  (I feel I've wasted plenty enough time already, and plenty of teachers are not technical experts.) 

                   

                  No, my computer is not under warranty, and I have no trouble with any other software program but PE11.  I have no trouble doing video editing with other software!

                   

                  No, I'm pretty sure the other computer users in my family will not want PE11 loaded on their computer after all the trouble they've seen me having with it!

                   

                  I appreciate everyone's support and ideas; but I need an in-person technical expert.

                  • 6. Re: Need in-person technical support, Denton, TX
                    A.T. Romano Level 7

                    Cindyg22

                     

                    I forgot to ask. When you were in contact with Adobe Chat, did it give you a link to any Adobe Technical Service group that could remotely look at your Premiere Elements 11 in your specific computer environment?

                     

                    ATR

                    • 7. Re: Need in-person technical support, Denton, TX
                      Peru Bob Adobe Community Professional & MVP

                      Many of the instructors at schools will work privately on their own time for one-on-one tutoring and computer consultation.

                      • 8. Re: Need in-person technical support, Denton, TX
                        Steve Grisetti Adobe Community Professional

                        Online instruction is easy to find. But you're looking for technical advice, right? That's very different -- and it can be very challenging -- and expensive.

                         

                        Are you willing to pay someone an hourly rate to fix it for you?

                         

                        That's not meant to sound dismissive. It's just that technical problems running this program are often unique to your  computer, and it can take some serious troubleshooting to fix it.

                         

                        Meantime, you don't say what operating system you're working with, how old your computer is, how fast the processor is or how much RAM you have. If it's a Windows machine, have you manually gone to Windows Update and installed the non-critical updates that don't install automatically? Have you got the latest version of Quicktime from Apple?

                         

                        It's also to your advantage to run a Disk Cleanup as well as run  a registry cleaner with a program like CCleaner.

                         

                        And, if you have Norton or McAfee software installed, they also can contribute to your problems.

                         

                        As you can see, it's no simple process.

                        • 9. Re: Need in-person technical support, Denton, TX
                          Cindyg22 Level 1

                          OK PE11 might not suck! 

                           

                          I just talked to Adobe paid support.  All the rep did was delete my preferences file, which is strange because I swear ATR had me do that 2 weeks ago.  All I can guess is that I deleted the preferences file and within moments it became corrupted again so that it seemed that deleting the preferences file didn't work after all.

                           

                          But, today it worked!  I have completed a small project without a single problem!

                           

                          Two kickers:

                           

                          1.  The support rep didn't charge me the $39.  I asked him how I was supposed to pay, and he said, no charge.  I have no idea why.

                           

                          2.  About a week ago, a support rep on chat told me that PE11 didn't work with the iPhone.  So I've been jumping through hoops to reformat my files before bringing them in to PE11.  After deleting the preference file, PE11 worked with my .mov file (iPhone 5 video) just fine.  Go figure.

                           

                          Anyway, I'm tentatively happy. 

                           

                          If anyone wants to see my project, it's here:  https://www.facebook.com/LifeWithOden/posts/406937972757940?notif_t=notify_me

                           

                          I appreciate everyone's help, and I'm sure I'll have more questions, but hopefully not actual trauma!

                          • 10. Re: Need in-person technical support, Denton, TX
                            the_wine_snob Level 9

                            Cindy,

                             

                            Great news!

                             

                            Now, if you DID Delete your Prefs file, as ATR instructed, and it became instantly corrupted, I would survey your I/O sub-system, I.e. your HDD's, in case there is some issue there, that is causing corruption.

                             

                            Some Adobe users seem to need to refresh their Prefs files often (used by several Adobe programs), but in 20 years of heavy use, I have had to do so only once in Photoshop, and that was when another program crashed my system during a Save, and have never had to do so with any version of Premiere (the original Premiere, Premiere Pro or Premiere Elements). Maybe I have just been very lucky. Pref files can become corrupt, but not all that often - I would fear that something was wrong somewhere.

                             

                            1.  The support rep didn't charge me the $39.  I asked him how I was supposed to pay, and he said, no charge.  I have no idea why.

                            That was a kind gesture, and I am glad to hear of it. I know that Adobe has been working on both Customer Support and Technical Support, so perhaps that tech rep was trying to do their part. Good news.

                             

                            2.  About a week ago, a support rep on chat told me that PE11 didn't work with the iPhone.  So I've been jumping through hoops to reformat my files before bringing them in to PE11.  After deleting the preference file, PE11 worked with my .mov file (iPhone 5 video) just fine.  Go figure.

                            Where iPhone footage CAN be an issue, is if the device uses Variable Frame-Rates, when recording. I first started seeing that, with the iPhone 4S (could have been before, but I did not read of it), and then more with the iPhone 5. Personally, I do not know when the Variable Frame-Rate is invoked - maybe when shooting high-motion, that then slows, or stops? Maybe others can tell you more about the devices?

                             

                            If your iPhone footage is NOT Variable Frame-Rate, then PrE should have no issues with it. Just remember to shoot in Landscape Mode, and not Portrait.

                             

                            Many users, with iPhone 5's, have found that if they Open their Variable Frame-Rate footage in Apple's QuickTime Pro (a US$ 29 upgrade/unlock), then Export to MOV or MP4 w/ the H.264 CODEC, that resultant footage will be a Constant Frame-Rate, and will then Import fine, into PrE. There are probably other workflows, but the QT Pro method has become popular with the PrPro crowd.

                             

                            Good luck,

                             

                            Hunt

                            • 11. Re: Need in-person technical support, Denton, TX
                              the_wine_snob Level 9

                              Thank you for sharing your video w/ Oden. I think that it was here, but could have been on Muvipix.com, but another PrE user did horse training, though I think with draft horses. IIRC, she was based in the UK.

                               

                              Good luck,

                               

                              Hunt

                              • 12. Re: Need in-person technical support, Denton, TX
                                A.T. Romano Level 7

                                Cindyg22

                                 

                                Thanks for the follow up with the good news. I am very pleased for your progress and extend my compliments to Adobe for resolving the issues that you encountered when trying to use Premiere Elements 11 Windows as your video editor. It did a good job from a program and customer perspective.

                                 

                                I am reluctant to buy into instantly corrupted preferences after preferences deletion explanation under the circumstances. And, this may bring up an excellent troubleshooting regimen for all moving forward.

                                 

                                However you want to define what needs to be done for whatever problem that defies definition, deletion of those Premiere Elements preferences files has been the answer many times to resolve issues that defy remedies or other explanations. Typically I go through the same drill, for Windows 7 or 8 64 bit, the route to the Adobe Premiere Elements Prefs file to be deleted is:

                                Local Disk C

                                Users

                                Owner

                                AppData

                                Roaming

                                Adobe

                                Premiere Elements

                                11.0

                                and in the 11.0 is the Adobe Premiere Elements Prefs file that you delete.

                                 

                                Recently I was in a thread here where an Adobe Help person Vipul Vaibhav suggested deletion of preferences as a remedy for whatever the problem was in that thread. But, in that case, Vipul Vaibhav used deletion of the whole 11.0 Folder instead of just the Adobe Premiere Elements Prefs file inside the Folder. I asked for the pros and cons. This is an excerpt of the explanation that I got:

                                 

                                "Ideally deleting just the prefs file does the job.

                                But there are other cache files as well which might get

                                corrupt. The folder gets recreated with every launch.

                                 

                                If the user has custom workspaces or any custom items, then it's

                                advisable to just delete the Adobe Premiere Elements prels file.

                                Else we can trash the whole folder as it will get recreated on

                                next launch."

                                 

                                With all that said, do you remember if Adobe Technical Service had you delete the whole 11.0 Folder or just the Adobe Premiere Elements Prefs file?

                                 

                                As for video with variable frames rates, my iPod Touch 4th Generation 730p (up to 30 frames per second, variable frame rate) video gives be high quality video without issues (video or audio) in Premiere Elements 11 and earlier versions. I do not get out of sync audio, and I do not need to buy QuickTime Pro.

                                 

                                I watched your video and enjoyed it. By the way, how are you doing on those Text Styles, saving styles, and setting defaults there?

                                 

                                Thanks for the opportunity to try to help.

                                 

                                ATR

                                • 13. Re: Need in-person technical support, Denton, TX
                                  Cindyg22 Level 1

                                  Now that you mention it (ATR and Hunt), I think the support rep mentioned that there can be two preference files.  Would that make sense?  I think he refered to one as the "main" one.  I wonder if when I did this with ATR I deleted the not-main one?  Of course a simple user error is also possible.  I am not a technical person.  I'm a horse person!  LOL. 

                                   

                                  I think he only deleted the file, but, honestly, after struggling with this for six weeks, he resolved it so quickly (within seconds, really); I hardly had an opportunity to comprehend what he was doing.

                                   

                                  I made him stay on the line with me for quite a while longer while I tried different things.  I honestly could not believe it was resolved so quickly.

                                   

                                  I hope it really is.

                                   

                                  Oh, ATR, the fonts -- no, the default setting is not working.  I have to reset them every single time I use them.  That's annoying, but it's not remotely as annoying as all the other problems I was having working while that corrupted preference file was sabotaging me!

                                   

                                  Also, ATR, this (corrupted preference file) explains why my bouncing ball video worked on your computer but not mine.  It also explains why saving the file as a Quick Time video resource file did not resolve my iPhone problem as it did for others. 

                                   

                                  Anyway, yes, I'm very grateful for all the help.  I was never going to resolve it on my own. 

                                  • 14. Re: Need in-person technical support, Denton, TX
                                    the_wine_snob Level 9

                                    ATR,

                                     

                                    Interesting, as most users with an iPhone, using Variable Frame-Rate, have had issues in both PrE and PrPro. Your experience seems to be in the minority.

                                     

                                    What exactly are you doing with that Variable Frame-Rate material, that so very many others are not doing?

                                     

                                    Just curious,

                                     

                                    Hunt

                                    • 15. Re: Need in-person technical support, Denton, TX
                                      A.T. Romano Level 7

                                      Hunt

                                       

                                      Just using it successfully so far in Premiere Elements.

                                       

                                      When it comes to minority and majority, you got to figure that the Adobe Forums and others like it are going to see as the majority  those with problems and that lots of us without issues with variable frame rate video are not going to write in just to tell us "no problem".

                                       

                                      But, I have worked mostly with iPod Touch 4th generation 720p (with variable frame rate...up to 30 frames per second) and iPhone 5 video in a limited way in Premiere Elements 11 and have had "no problem".

                                       

                                      ATR

                                      • 16. Re: Need in-person technical support, Denton, TX
                                        A.T. Romano Level 7

                                        Cindyg22

                                         

                                        Thanks for the reply.

                                         

                                        I guess we will proceed with those preferences as indicated in a particular troubleshooting scheme.

                                         

                                        I admire your stick-to-it-tiveness.

                                         

                                        I will see if I figure out the riddle of those Styles. More on that another time.

                                         

                                        Right now let us enjoy the great news that you did great and are moving forward in your projects.

                                         

                                        Best wishes

                                         

                                        ATR

                                        • 17. Re: Need in-person technical support, Denton, TX
                                          Cindyg22 Level 1

                                          OK!!  I think I know what REALLY happened!  Because it happened again just now, and I know what caused it!

                                           

                                          Do you remember that I am working with files on an iPhone?  So when we started out several weeks ago, one of my issues was that I couldn't load video from the iPhone.  Another issue was that the playback was not smooth.

                                           

                                          So ATR had me delete the preferences file, which I did.  I posted, back then, that "it worked."  ATR posted back, "Hooray!"  We all felt good.

                                           

                                          Because it worked, I tried to load a clip from my iPhone again (via Add Media, Videos from Flip or Cameras).  After than, nothing worked again for weeks, and since I had tried so many things (without success), it didn't occur to me (or the support reps on Adobe Chat) to try deleting the preference file again.

                                           

                                          Butyesterday, the paid Adobe support rep deleted the preferences file.  It worked.  Hooray.

                                           

                                          Then this morning, since everything was working, I tried to load a clip from my iPhone (via Add Media, Videos from Flip or Cameras).  Guess what?  Nothing worked again!  (Sinking feeling in the pit of my stomach.)

                                           

                                          Just before panicking, I deleted the preference file (actually, the whole 11.0 directory) again.  And -- that was only a couple of moment ago -- but I think things are working again.

                                           

                                          I think I've pinpointed the problem -- which, I'm happy to report, is not a user error (!!) but attempting to use Add Media, Videos from Flip or Cameras.  Argh!  How many other hapless users are trying that and getting screwed?!

                                          • 18. Re: Need in-person technical support, Denton, TX
                                            Steve Grisetti Adobe Community Professional

                                            I'm still not sure why you're having these problems, Cindy. I have no problems importing video from Apple mobile devices with Add Media/Videos from Flip or Cameras.

                                             

                                            I assume you've followed our earlier suggestions to make sure everything has been manually updated on your computer (not trusting Windows Update to do it for you), so I'm not sure what's up.

                                             

                                            And I guess I'm neither hapless nor getting screwed. Sorry.

                                            • 19. Re: Need in-person technical support, Denton, TX
                                              the_wine_snob Level 9

                                              Cindy,

                                               

                                              Interesting developments, and thank you for the observations.

                                               

                                              I do not recall reading of an attempt to Import any footage, corrupting the Prefs file. That is both odd, and scary.

                                               

                                              Do you happen to have Apple's QT Pro?

                                               

                                              If not, then as a test, can you pick a short iPhone video file, and attach it in an e-mail to me: info AT huntphoto DOT com. Obviously that e-dress will use the @ and the . in place of "AT" and "DOT," and not contain spaces?

                                               

                                              I will Open that file in QT Pro, and Export that footage to MP4 w/ the H.264 CODEC. If other users are correct, that output file will then have a Fixed Frame Rate. I will e-mail that file back to you, and you can test Importing that file into PrE. If your e-mail POP server cannot handle large attachments, I will then upload the "converted" file to YouSendIt, and you will get an e-mail with instructions on where to go to download that converted file.

                                               

                                              Since I have not worked with iPhone footage (though my wife does have a 4S), I am working from the reported experiences of other Premiere users.

                                               

                                              I think that it is worth a test, and we will all keep our fingers X'ed.

                                               

                                              Good luck,

                                               

                                              Hunt

                                              • 20. Re: Need in-person technical support, Denton, TX
                                                the_wine_snob Level 9

                                                Steve,

                                                 

                                                Thank you for that information. Seems that you and ATR are not having any issues with iPhone/iPad Variable Frame-Rate material, which is good to know. However, many others, with both PrE and PrPro are having issues, though I have never seen the Prefs corrupted, like in Cindy's case.

                                                 

                                                Wonder what the "variable" [no pun intended] is?

                                                 

                                                Appreciated,

                                                 

                                                Hunt

                                                • 21. Re: Need in-person technical support, Denton, TX
                                                  Steve Grisetti Adobe Community Professional

                                                  Without knowing all the details, it could be related to updates to iOS or the latest version of the iPhone.

                                                   

                                                  After all, we know how many problems Apple's Retina display caused for existing software!

                                                  • 22. Re: Need in-person technical support, Denton, TX
                                                    Cindyg22 Level 1

                                                    Hunt, yes I do have Quick Time Pro.  Also Format Factory and Windows Live Media Player. 

                                                     

                                                    Over the last week, I have saved/converted the iPhone videos in every possible format via those programs -- thinking PE 11 couldn't possibly know this was an iPhone video anymore once it was an MP4 or whatever, right?  But it still didn't work!  That's why I didn't think it was really an iPhone problem.

                                                     

                                                    So when I called Adobe yesterday, I had a short video saved/converted to a number of different formats thinking he could help me decide which one was the easiest format to use.  But none of that was necessary.  Once he deleted the preference file, the .mov file -- which was the unconverted iPhone video -- worked perfectly.  Much to my surprise.

                                                     

                                                    <<I have no problems importing video from Apple mobile devices with Add Media/Videos from Flip or Cameras.

                                                     

                                                    I assume you've followed our earlier suggestions to make sure everything has been manually updated on your computer (not trusting Windows Update to do it for you), so I'm not sure what's up.>>

                                                     

                                                    That is really weird that Add Media/Videos from Flip or Cameras works for you, Steve.  Every single time I've tried it PE11 has crashed. 

                                                     

                                                    When I asked about that here, ATR said -- couldn't I just use Add Media/Files and Folders?  I answered that, yes, I certainly could live with that; but it seems weird that that feature crashes my computer every time.  Now that I know it's "just me," it seems even weirder.

                                                     

                                                    Yes, all my hardware is updated.  The Adobe rep double checked that yesterday, and found no updates required.

                                                    • 23. Re: Need in-person technical support, Denton, TX
                                                      A.T. Romano Level 7

                                                      Cindyg22

                                                       

                                                      I am not sure if I missed the information in the last several posts in your thread, but what happens if you download your iPhone 5 video to a computer hard drive save location and then bring it into Premiere Elements 11 Windows via its Add Media/Files and Folders instead of the route that goes through the Video Importer?

                                                       

                                                      Do the problems persist or is everything working?

                                                       

                                                      ATR

                                                      • 24. Re: Need in-person technical support, Denton, TX
                                                        Cindyg22 Level 1

                                                        ATR, that is the only way for me to get files from the iPhone to PE11:  I copy the files from the iPhone to my desktop, then use Add Media/Files and Folders.  I have never had a problem doing that (thankfully).

                                                         

                                                        Once there, regardless of the format -- iPhone or otherwise -- using PE11 was tortorous with that corrupted preference file.  With the preference file deleted (fixed), regardless of format -- iPhone or otherwise -- everything is fine.

                                                         

                                                        But I have to get the files there via Add Media/Files and Folders.  I am surprised to hear that Add Media/Videos from Flip or Cameras works for Steve.

                                                        • 25. Re: Need in-person technical support, Denton, TX
                                                          Cindyg22 Level 1

                                                          Ugh.  You're not going to believe this -- but it's not working again.

                                                           

                                                           

                                                           

                                                          I'm not even asking for advice.  I'm calling Adobe.

                                                           

                                                          I'll report back...

                                                          • 26. Re: Need in-person technical support, Denton, TX
                                                            Steve Grisetti Adobe Community Professional

                                                            Meantime, is it at all possible, Cindy, for you to post a sample clip from your photo to Dropbox or a similar site (NOT YouTube or Vimeo, because they change the footage format) so that we can see if it works on your computers?