12 Replies Latest reply on May 22, 2014 1:43 PM by A.T. Romano

    Premiere Elements crashing upon start up

    islantweet

      I have transferred my application of Premiere Elements 11 to my new iMac OS 10.9.2 but it will not open up.  It starts the process but then it crashes every time.  What can I try?

        • 1. Re: Premiere Elements crashing upon start up
          John T Smith Adobe Community Professional & MVP

          You say transferred... does that mean you used some Mac utility instead of doing a fresh install?

           

          Some of this may be for Premiere Pro (I am Windows, not Mac) but the ideas should be the same for troubleshooting

           

          Mac and Root User http://forums.adobe.com/thread/879931

          -and http://forums.adobe.com/thread/940869?tstart=0

           

          Mac & nVidia Driver http://forums.adobe.com/thread/1075592

          -and http://www.nvidia.com/object/mac-driver-archive.html

           

          Troubleshooting guide for Mac freeze

          http://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-mac.html

           

          Mac FONTS w/PrElements-11 http://forums.adobe.com/thread/1201281

           

          External speakers stop playback http://forums.adobe.com/thread/1370072?tstart=0

          • 2. Re: Premiere Elements crashing upon start up
            A.T. Romano Level 7

            islantsweet

             

            Where did you purchase your Premiere Elements 11 Mac

            a. As Premere Elements 11 Mac from Adobe

            b. As Adobe Premiere Elements 11 Editor from the Mac Store

            c. As Adobe Premiere Elements 11 Quick Editor from the Mac Store

             

            On what computer operating system was your Premiere Elements 11 Mac working on before you tried to install it on your new iMac computer?

             

            ATR

            • 3. Re: Premiere Elements crashing upon start up
              islantweet Level 1

              Thank you for your reply.  I used a mac utility to transfer.  And I also tried deleting and and just manually importing it from my old iMacs hard drive.  Sounds like a clean install is the way I should go.

              • 4. Re: Premiere Elements crashing upon start up
                islantweet Level 1

                Thanks.  a.  I purchased Adobe Premiere Elements 11 from Adobe via Amazon.  I was using a 2009 iMac OS 10.8 before my new iMac  .  The logic board on that iMac actually fried while I was using Premiere Elements 11.

                • 5. Re: Premiere Elements crashing upon start up
                  John T Smith Adobe Community Professional & MVP

                  >Sounds like a clean install is the way I should go

                   

                  Over in the Windows world that is the ONLY way I know of to "move" software to a new computer... you must install, not "copy" or "migrate" or anything else, since the install process makes entries in the system registry file that allow the program to run

                  • 6. Re: Premiere Elements crashing upon start up
                    A.T. Romano Level 7

                    islantweet

                     

                    Lots of just in case questions...

                     

                    a. When your older iMac fried, did it trap your Premiere Elements 11 in it so that you could not deactivate it and uninstall it? Adobe allows for the same purchased serial number to be on no more of two of your computers. If this is the case, Adobe should be able to help you clear your account so that you do not have an activated program trapped on an unusable computer. If this applies to you, contact Adobe via its Adobe Chat on the topic of "Serial Numbers Issues or Activating My Product". Click on the following link and, when it opens, click on "Still Need Help? Contact Us." to bring up the Adobe Chat to work on the topic.

                    http://helpx.adobe.com/contact.html?product=premiere-elements&topic=serial-number-issues-o r-activating-my-product

                     

                    b. Why are do describing these transfer paths for the Premiere Elements 11 Mac installation on the new computer? Did you purchase Premiere Elements 11 in boxed packaging so that you have a Mac installation disc or did you purchase Mac installation files from a download from Amazon? If you have a purchased serial number for Premiere Elements 11 Mac, you can install from tryout files from the following web site and then insert your purchased serial number in them.

                    The key to success for this route is to read very carefully the "Note: Very Important Instructions" on that web page so that you do not receive an Access Denied message.

                    Photoshop Elements 11 Direct Download Links: Free Trials, Premiere | ProDesignTools

                     

                    More later.

                     

                    Thanks.

                     

                    ATR

                    • 7. Re: Premiere Elements crashing upon start up
                      islantweet Level 1

                      Downloaded a clean install.  Same thing, it still crashes upon opening saying " Adobe Premiere Elements 11 quit unexpectedly."   At a dead end.

                      • 8. Re: Premiere Elements crashing upon start up
                        A.T. Romano Level 7

                        islantweet

                         

                        Do not give up.

                         

                        I am strictly an Elements Windows user, but let us see if I can approach this on ground common to the Windows and Mac versions.

                         

                        1. Are you working with the Mac permissions in order for Administrator? Have you deleted the Adobe Premiere Elements Prefs file? The probable route to it in the Mac might be

                        Users

                        User Name

                        Library

                        Preferences

                        Adobe Premiere Elements

                        11.0

                        and in the 11.0 Folder should be the Adobe Premiere Elements Prefs file that you delete.

                        (In Windows, the user has to set for Folder Option Show Hidden Files, Folders, Drives to see the complete path.

                         

                        2. Do you have the latest version of QuickTime installed on your computer?

                         

                        3. When you did the clean install with another download of the installation files, was that from Amazon? I presume so. You can try to download tryout installation files from the following web site and then insert your purchased serial number into it. The key in this route is to read the web site's "Note: Very Important Instructions" in order to avoid an Access Denied message.

                        Photoshop Elements 11 Direct Download Links: Free Trials, Premiere | ProDesignTools

                         

                        Please review the above and then let us know if any of that worked for you.

                         

                        Thank you.

                         

                        ATR

                        • 9. Re: Premiere Elements crashing upon start up
                          islantweet Level 1

                          I had mac tech walk me through to find those old files in my library and we renamed with .old at the end so they would not conflict with nay new files.  Tried another clean install, same thing, "unexpectedly quit" error comes up and program crashes.   So then I decided perhaps I should just scrap elements 11 and go for clean slate with the new version 12 since I was planning to do that in the future anyway. I  I purchased the download from adobe last night installed and when I tried to run it same thing!  "unexpectedly quit" and then crashed!!  Any thoughts on where to go now?  Thanks for your time.

                          • 10. Re: Premiere Elements crashing upon start up
                            A.T. Romano Level 7

                            islantweet

                             

                            I did some traveling from Friday to Monday and have been in the process of catching up since then. So apologizes for the delayed response.

                             

                            Important matter because of the version 11 and 12 same issues....watch the days for a possible money back within 30 days of purchase from whomever you purchased the product. If purchase was from Adobe, you can go through Adobe Chat for a refund under the category of Orders, Refunds, and Exchanges.

                            Contact Customer Care

                            Click on the above link and, when it opens, click on the statement "Still Need Help? Contact Us." to bring up the Adobe Chat to discuss the topic of Orders, Refunds, and Exchanges.

                             

                            Have you gone back to the Adobe/Adode Chat regarding your recent happenings? I would give that a try because of the nature of your problem and Adobe being able to do remote troubleshooting.

                             

                            Please let us know how that turns out. I will think about this some more.

                             

                            Thanks.

                             

                            ATR

                            • 11. Re: Premiere Elements crashing upon start up
                              islantweet Level 1

                              Thanks A.T. Romano

                               

                              I have had 2 technicians in the last week access my computer remotely and dig around to see what the problem is to no avail.  One guy seemed to just give up.  They put in a report to the software writers to see if they can get feedback.  It seems it is a lost cause as I have never heard back.  I have about 5 projects saved as .prel files that can only be finished through the premiere elements systems.  I lost 2 jobs already because I don't have an editing program.  : (  I guess I will have to get a refund and start from scratch on the 5 projects I was working on.  Any suggestions on editing software?

                              • 12. Re: Premiere Elements crashing upon start up
                                A.T. Romano Level 7

                                islantweet

                                 

                                Were you dealing with Adobe or non Adobe technicians during their remote access to your computer? Were you dealing with Apple Store specialists instead?

                                 

                                If non Adobe technicians, then I would go after the Adobe technicians (via Adobe Chat) to determine if they have any undocumentated troubleshooting to resolve the impasse.

                                 

                                What is your planned export for the project.prel projects that are waiting for issue resolution? Does your iMac come with iMovie and iDVD? If so, you might give them a look to see if they will get your projects taken to conclusion successfully. It will be interesting to determine if that approach would work for you. If not, we may get some valuable troubleshooting results from the outcome.

                                 

                                If Adobe contact is still an option, then click on the following link, and, when it opens, click on the statement "Still Need Help? Contact use." to bring up the Adobe Chat to discuss "Downloading, Installing, and Setting Up" specific to the current version Premiere Elements Mac 12.

                                Contact Customer Care

                                 

                                We will be watching for your progress.

                                 

                                Best wishes

                                 

                                ATR