9 Replies Latest reply on Feb 4, 2015 7:08 PM by A.T. Romano

    Adobe Premiere elements 13 crashes at startup

    AkademieKlausenhof

      if I start Adobe Premiere Elements 13 it crashes immediatly when its up.

      After the crash a window appears "Adobe Premiere Elements 13 won't work anymore".

      Then a window pops up that lists some files that might be helpfull with describing the Problem:

        C:\Users\rm\AppData\Local\Temp\WER1371.tmp.WERInternalMetadata.xml

        C:\Users\rm\AppData\Local\Temp\WER1F16.tmp.appcompat.txt

        C:\Users\rm\AppData\Local\Temp\WER2BB4.tmp.mdmp

      when I cancel the window Premiere closes completely

       

      I already tried reinstalling the whole software.

       

      I work on an old Windows 7 Workstation

      4 GB RAM

      Geforce 8800

      Intel Dual Core 3,2 GHz

        • 1. Re: Adobe Premiere elements 13 crashes at startup
          A.T. Romano Level 7

          AkademieKlausenhof

           

          Is your Windows 7 32 bit or 64 bit computer? Did you install your program to the default Local Disk C location or other?

           

          When does it crash...at the Welcome Screen, after you hit Organizer or Video, or after that or other?

           

          Does the problem exist with and without the antivirus and firewall(s) disabled?

           

          Are you using a pen and table device instead of a mouse?

           

          Assuming Windows 7 64 bit....please look at deletion of the Adobe Premiere Elements Prefs file, and, if that does not work, then the whole 13.0 Folder in which the

          Adobe Premiere Elements Prefs file exists.

          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 the does not work, then 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 enabled so that you can see the complete path cited.

           

          When you did the uninstall and reinstall, did you do the reinstall with antivirus and firewall(s) disabled and did you incorporate a ccleaner optimization of the computer in the process?

          CCleaner - Download

           

          Let us see if any of the above has any impact on the situation. We will be looking forward to your follow up.

           

          Thank you.

           

          ATR

          • 2. Re: Adobe Premiere elements 13 crashes at startup
            AkademieKlausenhof Level 1

            Hi ATR,

             

            its x64 and Premiere Elements is installed on another location (installed on Drive D:, but same issue on Drive C:)

             

            it chrashes at the moment the program is started. I do not have to open any menu or do anything at all.

             

            the problem exists with AV on and off (Trendmicro OfficeScan)

             

            No pen oder table device is used

             

            I tried deleting the prefs file and the folder as you said, but that didn't help either

             

            I did turn off the AV during reinstallation - no effect.

            I also did a cleanup with Ccleaner as you suggested.

             

            Problem is still there....

             

            Markus Rottbeck

            • 3. Re: Adobe Premiere elements 13 crashes at startup
              A.T. Romano Level 7

              Markus Rottbeck

               

              Thanks for the follow up and exploring the troubleshooting steps suggested. Sorry a solution was not found yet.

               

              Please consider the following which I would prefer to see done with the program installed to the Local Disk C

               

              1. Deletion or disabling of the SLCache Folder.

              See Information in the following 12 thread...will apply to 13...

              ATR Premiere Elements Troubleshooting: PE12: Premiere Elements 12 Editor Will Not Open

               

              and if that does not work

               

              2. Creating a new User Account with Administrative Privileges and installing and trying to run Premiere Elements using it.

               

              We will be watching for further developments.

               

              Thank you.

               

              ATR

              • 4. Re: Adobe Premiere elements 13 crashes at startup
                AkademieKlausenhof Level 1

                Hi ATR,

                 

                After I renamed the SLCache and SLStore folders and started APE13 it just opened the Activation-Dialogue. When I completed it the crash occured again.

                 

                I tried starting APE13 from another administrator account but the error happend again.

                 

                I tried opening the Organizer and it worked properly. The crash only happens when I start the Videoeditor.

                 

                Markus Rottbeck

                • 5. Re: Adobe Premiere elements 13 crashes at startup
                  A.T. Romano Level 7

                  Markus Rottbeck

                   

                  Let us look at another set of installation files. We are running out of user to user options, and it is worth a try.

                  Adobe Photoshop Elements 13 Direct Download Links, Premiere too | ProDesignTools

                  Please check on the above link to download and install free 30 days tryout of Premiere Elements 13. You can use it as a tryout or insert your purchased

                  serial number in them during installation. To get that route to work for you, you need to read and carry out carefully the web site's Note: Very Important Instructions.

                   

                  Please consider and then let us know the outcome.

                   

                  Thanks.

                   

                  ATR

                  • 6. Re: Adobe Premiere elements 13 crashes at startup
                    AkademieKlausenhof Level 1

                    Hi ATR,

                     

                    thanks the installation files worked - no crash at startup.

                    I don't know why the installation stopped working, but for now it seems ok.

                    I'll keep testing

                     

                    thanks a lot

                    Markus Rottbeck

                    • 7. Re: Adobe Premiere elements 13 crashes at startup
                      A.T. Romano Level 7

                      Markus Rottbeck

                       

                      Very great news that use of alternative installation files was followed by success.

                      Thank you for staying with the troubleshooting. Much appreciated.

                       

                      When your schedule permits, please update us on your progress.

                       

                      Looking good.

                       

                      Best wishes

                       

                      ATR

                      • 8. Re: Adobe Premiere elements 13 crashes at startup
                        AkademieKlausenhof Level 1

                        Hi ATR,

                         

                        sorry to tell you, but the error reoccured =(

                         

                        I tried your last working tipp again, but couldn't get APE13 to start.

                        The error is the same as the last time.

                         

                        After I got it work in JAN, I was able to work with it about 3 days while I was finishing the last project.

                        Now I try to start a new project......... ERROR.

                         

                        Markus Rottbeck

                        • 9. Re: Adobe Premiere elements 13 crashes at startup
                          A.T. Romano Level 7

                          Markus Rottbeck

                           

                          Thanks for the follow up. Sorry that the news was not better.

                           

                          What is the exact error message? Has it changed in any way?

                           

                          You wrote in an earlier post in this thread

                          I work on an old Windows 7 Workstation

                          4 GB RAM

                          Geforce 8800

                          Intel Dual Core 3,2 GHz

                          Are your video cards/graphics cards driver versions automatically updated? If the driver version

                          has changed from good times to now, it is worthwhile to roll back the driver version?

                           

                          Not sure if you have done all of the following with this recent return of the problem, but consider...

                           

                          Download new installation files for Premiere Elements13 with antivirus and firewall(s) disabled.

                          Adobe Photoshop Elements 13 Direct Download Links, Premiere too | ProDesignTools

                          Install to the Local Disk C.

                           

                          In earlier post I think that you said that your problem was the same D vs C. But, if might be worthwhile

                          to try the above specific combination if you have not done it with the return of the issue.

                           

                          ATR