20 Replies Latest reply on Mar 17, 2014 6:21 PM by A.T. Romano

    Re: Premiere Elements crashed & unresponsive.

    Rick&Cindy Level 1

      Hi everyone,

           When I hit the 1:45 min mark the program froze, and when I tried to do something the screen turned white (Adobe Prem is not responding...).  Even when I reload the program, it starts up from where I left off, frozen, and just crashes again.

      I just bought this computer, an AsusG750JW gaming/notebook. System properties: Intel(R) core (TM) i7-4700 HQ CPU @ 2.4GHz, with 12 GB RAM, on a Windows 8.1 (64-bit).  Total paging file size for all drives=2432 MB.

            I did not enter a preset, since one was not asked for.  My video clips are from a Canon S95 camera, quicktime movies (720 p).  The vendor was supposed to tune this computer up before I picked it up, but I see from Asus website that it still  has some updates available. No other programs were running except for the organizer.   I did note that some clips do not have an orange line over them.

       

      Thanks in advance for any ideas,

      Rick

        • 1. Re: Premiere Elements crashed & unresponsive.
          A.T. Romano Level 7

          Rick

           

          What version of Premiere Elements are you using and on what computer operating system is it running?

           

          Set up of the project is the start on a path to a successful export. And, details cannot be overlooked.

           

          1. What are the properties of your source media? You tell us the video is from Canon S95 and is characterized as QuickTime 710p.

          That is a good starting point. As best as I can put together, that video is using H.264 video compression, has .mov file extension, and has a

          frame rate of 24 progressive frames per second. Do you confirm all that? If so....

           

          a. Do you have the QuickTime (latest version or any) installed on your computer with Premiere Elements?

          b. If you are using Premiere Elements 10 or earlier, then the default preset is NTSC DV Standard or its PAL counterpart. You do not have that.

          c. If you are using Premiere Elements 11 or 12, then the default preset is NTSC AVCHD Full HD1080i30 or its PAL counterpart. You do not have that.

          d. Assuming that you have Premiere Elements 12, your project preset to match your source media properties should be

          NTSC

          AVCHD

          AVCHD-LITE 720p24

          or its PAL counterpart.

           

          2. Once you get your file on the Timeline, do you see a red line or orange line over its contents? If you have the correct project preset, you should not.

           

          3. Assuming the correct project preset and no colored line of the video when you first import it to the Timeline, how does it play back in the Edit area monitor after you hit the monitor's play button?

          If you need to get rid of any red or orange line over the Timeline content, hit the Enter key of the computer main keyboard. Then give us your quality impression of the playback of that video.

           

          Thanks.

           

          ATR

          • 2. Re: Premiere Elements crashed & unresponsive.
            Rick&Cindy Level 1

            Hi ATR,

             

            Sorry, yes it is Premiere Elements 12- I just updated it to 12.1 ( as per another suggestion in the forum), its running on a Windows 8.1.  I tried again with another project just to see, and I added lots of random clips up to 6 min and it plays juts fine, with no orange lines (no coloured lines period).   When I went to File>New Project it gave the settings you recommended already.  When I right-clicked the clips, they are MPEG (they have a .MOV extension in the filename), 1280x720, frame rate=23.976.

             

            However when I try to open up the old project.prel , it still freezes then crashes.

             

            Unless you have anyother suggestions, maybe I'll just abandon the old project and try it again in a new project and see what happens?

             

            Thank you for all your help, much appreciated (and stress relieving!)

            Rick

            • 3. Re: Premiere Elements crashed & unresponsive.
              Rick&Cindy Level 1

              Hi ATR,

               

              I just put 10 min worth of vids back on the track in a new project and it was playing fine at about 6 mins, then when I checked back it froze at about 9.5 min (the needle was moving but the vid editor showed a static image, when I tried to move the needle it crashed). 

               

              Thanks,

              Rick

              • 4. Re: Premiere Elements crashed & unresponsive.
                A.T. Romano Level 7

                Rick

                 

                Were any of the 10 minutes worth of videos the same as those that went into the old project?

                 

                In this latest run, were you playing back a rendered Timeline.

                 

                After you added the 10 minutes of videos, did you apply any effects or transitions to them or were they clips as is?

                 

                ATR

                • 5. Re: Premiere Elements crashed & unresponsive.
                  Rick&Cindy Level 1

                  I can't be sure. I did not render, or apply anyrhing. There were no coloured lines.  On the old project though that did crash (in only 1:45 mins added footage) I had effects & transitions added.

                   

                  I just went back and reloaded some new clips to 5 mins (and it worked fine, no coloured lines, no rendering required), then added old project clips, it got to about 6.5 min then froze and white-screened.

                   

                  Is it worth mentioning that I have multiple hard drives, with prem.elements in the program folder on C: ,  and my video clips on D: Data1? 

                   

                  In system properties (virtual memory) the box is checked for "Automatically manage paging file size for all drives". It reads...

                   

                            Drive:             Paging file size:

                               C:               system managed,

                               D:(Data1):  none

                                E: (Data2): none

                                F:(Data):    none

                   

                  Total paging file size for all drives:

                  Minimum  allowed 16MB

                  Recommended 5109 MB

                  Currently Allocated 2432 MB

                   

                  Thanks again,

                  Rick

                  • 6. Re: Premiere Elements crashed & unresponsive.
                    A.T. Romano Level 7

                    Rick

                     

                    Thanks for the additional information.

                     

                    At this point, I want to rule in or out your current source media as the causes of these crashes.

                     

                    So far we have been talking about old and new 720p24 .mov clips. Could you put about 10 minutes worth of jpeg photos

                    on your Premiere Elements 12.1 Expert workspace Timeline. Use the same 720p24 project preset. Do not worry about black

                    borders, but do try to keep that photo pixel dimensions no greater than 1920 x 1080.

                     

                    Under those circumstances, how far can you get in the project before a crash?

                     

                    Have I asked you before "Where do you have the Scratch Disks directed and how much free hard drive space is at that location?"

                    Please see Edit Menu/Preferences/Scratch Disks.

                     

                    More later.

                     

                    Thanks.

                     

                    ATR

                    • 7. Re: Premiere Elements crashed & unresponsive.
                      Rick&Cindy Level 1

                      Hi ATR,

                       

                      I put in 10:05 worth of JPEG's (the same JPEG at 1080x1440, 345 kb). It played smoothly, and rendered fine (changing from yellow to green line).  You have not asked about scratched disks before, but I'm just trying to move things along as best as I can.

                       

                      Thanks again!   Rick

                      • 8. Re: Premiere Elements crashed & unresponsive.
                        A.T. Romano Level 7

                        Rick

                         

                        Any chance that you could post a Dropbox link for a download of small sample(s) of the Canon S95 files (720p24) that you are trying to use in Premiere Elements? Make sure that you do not post anything that would evade your privacy.

                         

                        I would like to take a look at them in my Premiere Elements 12.1 on Windows 8.1 64 bit.

                         

                        I am targeting the project settings and the file formats right now. Have we established that QuickTime is definitely installed on this computer?

                         

                        Thanks.

                         

                        ATR

                        • 9. Re: Re: Premiere Elements crashed & unresponsive.
                          Rick&Cindy Level 1

                          Hi ATR,

                           

                          Here is a short clip

                          https://dl.dropboxusercontent.com/u/51645187/MVI_2602.MOV

                           

                          Quicktime is installed and updated.

                           

                          Again , many thanks for your efforts, as frustrating as it is I'm learning

                          something too.

                          Rick

                          • 10. Re: Re: Premiere Elements crashed & unresponsive.
                            A.T. Romano Level 7

                            Rick

                             

                            Thanks. Great video, but I cannot download it. Did you omit a Dropbox command which would allow me to download the video?

                             

                            ATR

                            • 11. Re: Re: Premiere Elements crashed & unresponsive.
                              Rick&Cindy Level 1

                              Hi ATR,

                              I 've sent the link to forums_noreply@adobe.com (only way I know how to

                              reach you, it wants an e-mail)

                              Thanks,

                              Rick

                              • 12. Re: Re: Premiere Elements crashed & unresponsive.
                                A.T. Romano Level 7

                                Rick

                                 

                                Dropbox links are my downfall.

                                 

                                But how about this. Do not use the link that you cited for sending.

                                 

                                Instead, go to your computer browser to access the Premiere Elements Forum. Sign in and start a reply

                                to a post in your thread. Now post

                                https://dl.dropboxusercontent.com/u/51645187/MVI_2602.MOV

                                or whatever the URL is for the .mov file.

                                 

                                And let us see what happens. Hopefully someone (Dropbox person) will come to our rescue.

                                 

                                ATR

                                • 14. Re: Re: Premiere Elements crashed & unresponsive.
                                  Rick&Cindy Level 1

                                  Hello again,

                                  Problem is that if I give the exact URL, then it has access to my entire dropbox, and email address etc.  I trust you, but there are alot of others I might not .  Is there anyway to post an attachment on these forums?

                                  Thanks,

                                  Rick

                                  • 16. Re: Re: Premiere Elements crashed & unresponsive.
                                    A.T. Romano Level 7

                                    Rick

                                     

                                    Thanks to your wife and you for the sending. The video is being downloaded and is about to be tested.

                                     

                                    It is about 8:15 pm where I am. I hope to have results before midnight.

                                     

                                    More later.

                                     

                                    ATR

                                    • 17. Re: Re: Premiere Elements crashed & unresponsive.
                                      Rick&Cindy Level 1

                                      Hey there,

                                       

                                      Good, glad it worked. She knows her dropboxes!  We're in the same time

                                      zone.  But I get up at 5:30 am for work!  So I'll be in bed in a few hrs,

                                      but I appreciate all your efforts. I won't be able to get back to you as

                                      quickly. I hope to learn a few things here myself.

                                      Thanks again,

                                      Rick

                                      • 18. Re: Re: Premiere Elements crashed & unresponsive.
                                        A.T. Romano Level 7

                                        Rick

                                         

                                        Good news and not so good news.

                                         

                                        Good news. I had no problem with your video sample in my Premiere Elements 12.1 on Windows 8.1 64 bit.

                                         

                                        The video readout programs confirmed that your video is

                                        AVCHD.mov

                                        1280 x 720

                                        @ 23.976 progressive frames per second

                                        duration was 3.837 seconds

                                        file size 9.54 MB

                                         

                                        I set the project preset manually for

                                        NTSC

                                        AVCHD

                                        AVCHD-LITE 720p24

                                         

                                        And, placed 190 copies of the file on the Expert workspace Timeline. Total duration 12 minutes and 8 seconds.

                                         

                                        There was no colored line over the Timeline content (Video 1).

                                         

                                        The playback of the whole 12 minutes 8 seconds went smoothly. No glitches. Video and audio was good.

                                         

                                        I conclude that there is no generalized incompatibility between the video from your camera and Premiere Element 12.1 Windows 8.1 64 bit. (I also did the testing on Premiere Elements 12.1 Windows 7 64 bit and got the same result.

                                         

                                        The big question then becomes "What in your setup is causing the instability after a few minutes of Timeline footage in your setup?"

                                         

                                        1, Does your video before import into Premiere Elements 12.1 play well in the QuickTime player. We could try for an uninstall/reinstall of QuickTime.

                                         

                                        2. When you checked the Scratch Disks, did you find that they were all directed to the same location and that location had enough free hard drive space to accept them? How much free hard drive space did you find at that location?

                                         

                                        3. Have we determined that you video card/graphics card is up to date according to the web site of the manufacturer of the card?

                                         

                                        4. Have you downloaded and installed any 3rd party codecs or plug-ins?

                                         

                                        Please review and then we can consider what next.

                                         

                                        Best wishes to you and your wife,

                                         

                                        ATR

                                        • 19. Re: Re: Premiere Elements crashed & unresponsive.
                                          Rick&Cindy Level 1

                                          Hi ATR,

                                           

                                          No problem with quicktime. I  updated the graphics and now it will let me load 7 mins of video, with transitions and effects, with no problem.  The problem is that after I render the video it looks really grainy/watery. 

                                           

                                          I tried to change the project presets  (Edit>preferences>...) but it will not let me chnage anything (its grayed out). 

                                           

                                          Again, many thanks for all your help,

                                          Rick

                                          • 20. Re: Re: Premiere Elements crashed & unresponsive.
                                            A.T. Romano Level 7

                                            Rick

                                             

                                            That is great video (video and its linked audio)...even though I only had a short segment to work with. It should not be looking grainy/watery.

                                             

                                            If you run this video in QuickTime are you getting excellent quality video and audio playback?

                                             

                                            It may be time to look at new installation files to see if that will make a difference in your issue.

                                             

                                            You can download tryout files from the following link and insert your purchased serial number in them during installation.

                                            http://prodesigntools.com/photoshop-elements-12-direct-download-links-premiere.html

                                            Be sure to read carefully the instructions at that web site, especially "Note: Very Important Instructions" otherwise you will get hit

                                            with Access Denied.

                                             

                                            Definitely leave the project preset at

                                            NTSC

                                            AVCHD

                                            AVCHD-LITE 720p24

                                             

                                            Did I ask already, do you have any 3rd party codecs or plug-ins installed or any other program that might be conflicting with the Premiere Elements install? Did you definitely rule out the antivirus program as a contributor to the issue?

                                             

                                            We will be watching for further developments.

                                             

                                            Thank you.

                                             

                                            ATR