7 Replies Latest reply on Dec 22, 2013 4:18 PM by A.T. Romano

    It doesn't react at all

    User_1

      My OS is Windows 7 and I had just recently installed Photoshop Elements 12 and Premiere Elements 12 as bundle. Both worked very well, until I installed the first update, after which my speakers stopped working. Uninstalling didn't help so I set my OS back to a date prior to the installation, alas without logging off first.

       

      To day I installed both Elements again. I could open Photoshop, log off and log on again, enter my serial number yet again and work with the program. Everything is fine with Photoshop. I tried the same with premiere, it just won't open up although I had entered the serial number during the installation. When I double clicked on the symbol, it opened up, but wouldn't react to opening an new project. Now double clicking on the symbol doesn't even open up. I have no way of logging off and logging on. I just can't get into premiere to do anything at all. I have uninstalled and reinstalled a number of times without any succes.

       

      Where do I go from here? Does anybody know?

        • 1. Re: It doesn't react at all
          Steve Grisetti Adobe Community Professional

          By updates, do you mean Windows updates or Adobe updates?

           

          The only updates issued by Adobe for Premiere Elements and Photoshop Elements are updates to the Camera RAW tool -- which should not have any effect on the program launches.

           

          Have you tried uninstalling and reinstalling?

          • 2. Re: It doesn't react at all
            A.T. Romano Level 7

            User_1

             

            Could you right click on Computer, select Manage, and then Event Manager.

             

            In the Event Manager, click on Windows Logs and then Applications.

             

            Look for Error entry at the time of that you had the problem. Do you have any Error entries for Premiere Elements?

            Also, with regard to the Premiere Elements process, please confirm how far you get in the process...

            a. after the installation process has gone to completion, there is a restart.

            b. after the restart, you will get to a Sign In dialog that you must fill in with your Adobe ID and Password....are your Adobe ID and Password accepted to let you into the program? What happens next.

             

            An uninstall, ccleaner, reinstall may be in order. SG has already mention the uninstall/reinstall routine. But, before you try that, try deleting the Premiere Elements 12 Adobe Premiere Elements Prefs file found in Windows 7, 8, or 8.1 64 bit in the path

            Local Disk C

            Users

            Owner

            AppData

            Roaming

            Adobe

            Premiere Elements

            12.0

            and in the 12.0 Folder is the Adobe Premiere Elements Prefs file that you delete. Make sure to be working with Folder Option Show Hidden Files, Folders, and Drives active so that you see the complete path.

             

            ccleaner

            https://www.piriform.com/ccleaner

            regular and registry cleaner

            say Yes when requested to backup up registry when you get to that important section

            Please read all details in the link. It is an important tool to getting rid of incomplete installation leftovers.

             

            Thanks.

             

            ATR

            • 3. Re: It doesn't react at all
              User_1 Level 1

              Adobe updates, they did not cause the launching problem, they undid my speakers. The speakers did not funktion any more.

               

              My problem is that, I did not log off out of Adobe before setting my system back to before installing Adobe. It must be a licensing problem. I managed to get into Fotoshop and log off/log on, thereby aktivating it agin. But I can't get into premiere at all, so I can't do anything about the licensing.

               

              I have reinstalled and uninstalled several times.

              • 4. Re: It doesn't react at all
                User_1 Level 1

                There are no Error entries regarding premiere. Ther are entries regarding the stopping of ROXIO.

                 

                After the restart: I double clicked on the premiere symbol. It launched ( I am working with a german version). It did not ask for ID or password. I clicked on the right side, where it says "new project". There was a moving bar, which kept moving for some 20 seconds and then just stopped, nothing elsse happend. I closed the program. I double clicked on the symbol again, nothing happened.

                 

                I have uninstalled and reinstalled several times. It behaved the same every time.

                 

                I have now downloaded ccleaner, will try it tomorrow. I hope its a safe program. Will let you know.

                 

                Cheers

                • 5. Re: It doesn't react at all
                  A.T. Romano Level 7

                  User_1

                   

                  I have been using ccleaner for a long time for regular computer maintenance as well as for registry cleaning at very troubled time. No bad results so far, only benefits. And, I have not run into any horror stories associated with its use.

                   

                  Let us see if the process of uninstall/ccleaner (regular and registry parts)/reinstall.

                   

                  Did the entries for ROXIO implicate any specific hard drive file whose path was given?

                   

                  Looking forward to your results.

                   

                  Thank you.

                   

                  ATR

                  • 6. Re: It doesn't react at all
                    User_1 Level 1

                    Thanks for your help, but it didn't work.

                     

                    First I uninstalled Premiere Elements 12. Then I deleted all Premiere files and directories manually. Then I ran ccleaner and cleaned up the registery. Then I reinstalled Premiere Elements 12.

                     

                    The installation was successful and there was the icon on my desktop. I doubleclicked on it, it launched. I have attached a picture of the window, that openned. 

                     

                    I clicked on "Neues Projekt", a progress bar appeared at the bottom of that window and kept moving for about 20 or 30 seconds, then it just stopped. Nothing else happend. I closed the window and tried launching it again. It would not launch. This is what has happened every time. Now I'm back to sqaure one.

                     

                    I was in the middle of editing a video clip of our last bowling evening. Everyone is waiting for it and I'm stuck. What do I do now?

                    • 7. Re: It doesn't react at all
                      A.T. Romano Level 7

                      User_1

                       

                      It might be a good idea to get Adobe involved at this point. That does not prohibit you from continuing troubleshooting here as well if needed.

                       

                      After you click on the following link, click on "I still need help" to bring up the Adobe Chat.

                      http://helpx.adobe.com/contact.html?product=premiere-elements&topic=downloading-installing -and-setting-up

                       

                      What you might want to try is deleting the Premiere Elements settings file...in Windows 7, 8, or 8.1 64 bit, the path is

                      Local Disc C

                      Users

                      Owner

                      AppData

                      Roaming

                      Adobe

                      Premiere Elements

                      12.0

                      and in the 12.0 Folder is the Adobe Premiere Elements Prefs file that you delete. If that does not work, then delete the whole 12.0 Folder in which the Adobe Premiere Elements Prefs file exists. Be sure to be working with Folder Option Show Hidden Files, Folders, and Drives active so that you can see the complete path.

                       

                      Please let us know the outcome.

                       

                      I will continue to think about this some more.

                       

                      Thanks.

                       

                      ATR