4 Replies Latest reply on Feb 1, 2014 6:31 PM by A.T. Romano

    Premiere elements 12 does not open

    etvicb

      i have photoshop and premiere elements 12.  the photoshop works fine, but the premiere does not open.  when clicked on the hard drive spins for a short time but nothing opens.  using windows 7.

        • 1. Re: Premiere elements 12 does not open
          John T Smith Adobe Community Professional & MVP

          From the Premiere Elements Information FAQ http://forums.adobe.com/thread/1042180
          •What operating system? This should include specific minor version numbers, like "Mac OSX v10.6.8"---not just "Mac".
          •Have you installed any recent program or OS updates? (If not, you should. They fix a lot of problems.)
          •What kind(s) of image file(s)? When talking about camera raw files, include the model of camera.
          •If you are getting error message(s), what is the full text of the error message(s)?
          •What were you doing when the problem occurred?
          •What other software are you running?
          •Tell us about your computer hardware. How much RAM is installed?  How much free space is on your system (C:) drive?
          •Has this ever worked before?  If so, do you recall any changes you made to Premiere Elements, such as adding Plug-ins, brushes, etc.?  Did you make any changes to your system, such as updating hardware, printers or drivers; or installing/uninstalling any programs?
          And some other questions...
          •What are you editing, and does your video have a red line over it BEFORE you do any work?
          •Have you viewed the tutorial links at http://forums.adobe.com/thread/1275830 page?
          •Which version of Quicktime do you have installed?

           

          What is your exact brand/model graphics adapter (ATI or nVidia or ???)
          What is your exact graphics adapter driver version?
          Have you gone to the vendor web site to check for a newer driver?
          For Windows, do NOT rely on Windows Update to have current driver information
          -you need to go direct to the vendor web site and check updates for yourself
          ATI Driver Autodetect http://support.amd.com/en-us/download/auto-detect-tool
          nVidia Driver Downloads http://www.nvidia.com/Download/index.aspx?lang=en-us

          • 2. Re: Premiere elements 12 does not open
            A.T. Romano Level 7

            etvicb

             

            Lots of questions that need answer. For now I will ask "How far do you get when you say the Premiere Elements will not open?"

             

            After you installed the program and restarted the computer, did you get a Sign In dialog that required your Adobe ID and password? If so, was your Adobe ID and password accepted? If accepted, what happened after that?

             

            To clarify, is your issue with double clicking the desktop icon and nothing happening? Or have you gotten beyond that and you cannot open a new project or existing one from the Welcome Screen?

             

            What anti-virus do you have? If McAfee, please disable it and determine if some or all of your issues disappear. Several users have had problems with Premiere Elements 12 and what apparently recent McAfee update(s).

             

            Please review and the we can discuss what next.

             

            Thanks.

             

            ATR

            • 3. Re: Premiere elements 12 does not open
              etvicb Level 1

              Never got a sign-in dialog.  Hard drive runs, but nothing happens.  Double click on desktop icon and nothing happens.  I have Norton 360, disabled to install.  Photoshop works fine.

              • 4. Re: Premiere elements 12 does not open
                A.T. Romano Level 7

                etvicb

                 

                When you go to the Control Panel/Install Programs, is Premiere Elements 12 shown to be installed on the Windows 7 (assumed 64 bit) computer? After the program installation and restart of the computer, you should have gotten a Sign In dialog. You need to give you Adobe ID and password there for the program activation.

                 

                When you are trying to get the program to respond, are there error messages being deposited in the Event Viewer (Computer/Manage/Event Viewer/Windows Logs/Applications)? Have you checked for any error messages there?

                 

                If you look at the Notepad document for the Hosts File, does it look like this default representation

                 

                HostsFile.JPG

                Path to the hosts file in Windows 7 64 bit is

                Local Disk C

                Windows

                System32

                drivers

                etc

                and in the etc Folder is the hosts file.

                Right click on the hosts file followed by Open and select Notepad. This should

                give you what you see in the screenshot above. If you see anything below the line

                #     ::1      localhosts

                then we need to check that out.

                 

                The antivirus is the most likely candidate to look at in the troubleshooting scheme, but also

                check out any firewall involvement as well.

                 

                Are you all set on permissions - Run As Administrator and User Account with Administrative Privileges? Is your Internet connection OK? Latest version of QuickTime installed?

                 

                Although Premiere Elements is not mentioned specifically in the following Adobe document, I have seen Adobe Staff make reference to it for Premiere Elements troubleshooting purposes, you may want to check it out

                http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

                 

                Please review the above and then we can decide what next and consider the benefits of getting Adobe involved in the issue, especially if you are within 30 days of purchase.

                 

                Looking forward to your follow up.

                 

                Thanks.

                 

                ATR