10 Replies Latest reply on Mar 29, 2015 9:37 PM by Anwesha Dev Chaudhary

    Fresh install of PE 13 crashes after launch screen

    Samurai7 Level 1

      When trying to open the application the launch/splash screen comes up, but after selecting new project and the actual application starts to load it crashes without any additional information.

       

      Windows 7

      Nvidia GTX 750 ti driver 344.11

      Core i5-4460

      4GB RAM

       

      I'm evaluating several video editing programs and just in case one of them was interfering I removed them all, rebooted, and re-installed the trial without success.  I do not currently have any anti-virus software installed.

        • 1. Re: Fresh install of PE 13 crashes after launch screen
          A.T. Romano Level 7

          sanyrau7

           

          Are you saying that a tryout of Premiere Elements 13 is crashing on you after you select Video/New Project from the Welcome Screen?

          What computer operating system is the program running on?

           

          1. Did you install the program with Windows Firewall(s) disabled? (Assumed on antivirus was ever installed).

           

          2. Are you running the program from a User Account with Administrative Privileges?

           

          3. Do you have the latest version of QuickTime installed on your computer with the Premiere Elements13 tryout?

           

          4. Is your video card/graphics card driver version up to date according to the manufacturer of the card?

           

          If you have not already, please do the uninstall/reinstall in the following scheme

          1. Uninstall, routine Control Panel way.

          2. Free ccleaner run through (regular and registry cleaning parts) to get rid of leftovers from all incomplete uninstalls and

          reinstalls.

          CCleaner - Download

          3. Reinstall the program with firewall(s) disabled. (Assumed no antivirus installed).

           

          Let us rule in or out the above and then decide what next.

           

          Thanks.

           

          ATR

          • 2. Re: Fresh install of PE 13 crashes after launch screen
            Samurai7 Level 1

            1. I did not install it with the firewall disabled.  I will try that

             

            2. Yup

             

            3. I don't have quick time installed at all.  Is that a requirement?

             

            4. As indicated in my original post.

            • 3. Re: Fresh install of PE 13 crashes after launch screen
              A.T. Romano Level 7

              Samurai7

               

              Before any ccleaner and uninstalls/reinstalls, please download and install the latest version of QuickTime, and determine

              if that completely or partially resolved you issue.

              Apple - QuickTime - Download

               

              QuickTime is a requirement (among other things, you will not have QuickTime presets in the program without it).

              It, like Premiere Elements (any version), requires that it be run from a User Account with Administrative Privileges.

               

              Please let us know the results. Then we can decide what next if the problem is not solved yet.

               

              Thanks.

               

              ATR

              • 4. Re: Fresh install of PE 13 crashes after launch screen
                Samurai7 Level 1

                disabled firewall

                 

                installed quick time

                 

                issue persists

                 

                run ccleaner (several passes of course)

                 

                issue persists

                 

                details from crash:

                Problem signature:

                  Problem Event Name: APPCRASH

                  Application Name: Adobe Premiere Elements.exe

                  Application Version: 13.0.0.0

                  Application Timestamp: 54065543

                  Fault Module Name: libcef.dll

                  Fault Module Version: 3.1750.1738.0

                  Fault Module Timestamp: 539860dd

                  Exception Code: c000001d

                  Exception Offset: 00000000020f3553

                  OS Version: 6.1.7600.2.0.0.256.48

                  Locale ID: 1033

                  Additional Information 1: 1849

                  Additional Information 2: 1849c65267ce2967d89f315e1c3c4b82

                  Additional Information 3: 4bd2

                  Additional Information 4: 4bd2aa1900d8927bd0f22b0bbfeb6f46

                • 5. Re: Fresh install of PE 13 crashes after launch screen
                  A.T. Romano Level 7

                  Samurai7

                   

                  Thanks for the reply with details.

                   

                  I have never come across a problem with a faulty module = libcef.dll.

                   

                  So, I am going to offer a bit more generic troubleshooting.

                  Let us try deleting the Premiere Elements 13 settings file

                  Local Disk C

                  Users

                  Owner

                  AppData

                  Roaming

                  Adobe

                  Premiere Elements

                  13.0

                  and in the 13.0 Folder is the Adobe Premiere Elements Prefs file that you delete. If that does not work, then you delete the whole 13.0 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 cited.

                   

                  Please remind me, in all this have you remembered to disable the antivirus as well as the firewall(s) - that is including and downloading and installing related to program installation?

                   

                  Let us see if PRE_help or Adobe Staff steps into your thead to offer new product troubleshooting suggestions. If not, we will evaluate your report to this post and then decide what next ourselves..

                   

                  Thank you.

                   

                  ATR

                  • 6. Re: Fresh install of PE 13 crashes after launch screen
                    Abhishek Kapoor Adobe Employee

                    Hi Samurai7,

                     

                    Please provide following information :

                     

                    • Try to launch PRE 13 from main EXE (l C:\Program Files\Adobe\Adobe Premiere Elements 13) please check are you getting the PRE editor splash screen or not?
                    • Do you have other Adobe application installed on system like Photoshop or Any previous version of PRE and are you able to launch them ?
                    • Is the computer is member of office network domain or is it a home computer ?

                    I have also send you a PM please reply.

                     

                    Regards

                    Abhishek

                    • 7. Re: Fresh install of PE 13 crashes after launch screen
                      A.T. Romano Level 7

                      Adhishek Kapoor

                       

                      Many thanks for your Adobe presence in this thread dealing with a Premiere Elements 13 issue with faulty module = libcef.dll.

                       

                      We will be looking forward to the outcome.

                       

                      Much appreciated.

                       

                      ATR

                      • 8. Re: Fresh install of PE 13 crashes after launch screen
                        tremorpl Level 1

                        I have the same problem with libcef.dll. APR 13 crashes after start.

                        • 9. Re: Fresh install of PE 13 crashes after launch screen
                          A.T. Romano Level 7

                          tremorpl

                           

                          I am not sure where the faulty module "libcef.dll" issue stands at this point.

                           

                          There has been no follow up by Adobe Staff Adhishek Kapoor in this 2014 thread or elsewhere. I have no insider information at Adobe.

                          So, I do not know if Adhishek Kapoor is still with Adobe.

                           

                          This same "libcef.dll" matter came up in a recent thread here. There was no solution for the user reporting

                          the issue. I will see if I can find the thread. It was posted within the past month, if I recall correctly. Brett N Adobe Staff

                          person did enter that thread. You may be interested in his and other comments in that thread.

                           

                          ATR

                           

                          Add On..This the most recent thread on libcef.dll that I remembered

                          4th day in a row premiere won't launch, Adobe where is your customer service?  Do they exist?

                          • 10. Re: Fresh install of PE 13 crashes after launch screen
                            Anwesha Dev Chaudhary Adobe Employee

                            Hi All,

                             

                            Sorry for the inconvenience caused.

                            Please refer to this KB article:

                            https://helpx.adobe.com/photoshop-elements/kb/elements-13-crash-windows-7-crt.html

                            and see if it helps.

                             

                            Thanks,
                            Anwesha