2 Replies Latest reply on Feb 24, 2014 2:47 PM by A.T. Romano

    fixen to take back to store

    billyjobob76

      cannot open new porject

        • 1. Re: fixen to take back to store
          John T Smith Adobe Community Professional & MVP

          This is NOT Adobe support, this is a user to user forum with the space provided by Adobe

           

          From the Premiere Elements Information FAQ http://forums.adobe.com/thread/1042180

          •What version of Premiere Elements? Include the minor version number (e.g., Premiere Elements 9 with the 9.0.1 update).

          •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?

          • 2. Re: fixen to take back to store
            A.T. Romano Level 7

            billyjobob76

             

            What version of Premiere Elements do you have? If it Premiere Elements 12 and it was purchased from Adobe within the last 30 days, then you should be able to get your money back.

             

            To do that, click on the following link, and, when it opens, click on the statement "I still need help" to bring up Adobe Chat.

            The appropriate category would be "Orders, Refunds, and Exchanges".

            http://helpx.adobe.com/contact.html?product=premiere-elements&topic=orders-refunds-and-exc hanges

             

            If you want help troubleshooting your Premiere Elements at a user to user level, we would look forward to the opportunity to be of assistance. But, we cannot proceed without details, lots of them

             

            a. Confirmation on the Premiere Elements version and computer operating system on which it is running.

            b. Latest version of QuickTime installed on same computer with Premiere Elements

            c. Running program as Run As Administrator or from User Account with Administrative Privileges

            d. Latest video card/graphics card driver according to web site of manufacturer of the card...does your computer use 2 video cards.

            e. What is the description of your computer resources

            f. Where are you stopped in the new project process...at the Welcome Screen or elsewhere...is there an error message associated with the failure of the program to open?

            g. Have you tried to obtain another source of installation files...if so, did the same problem results

             

            Please review the above and then let us know how you want to follow up here.

             

            Thanks.

             

            ATR

             

            Add On...You could also also ask Adobe Chat about tech service input resources...change the category in the Adobe Chat link provided.