Premiere Elements 13 on Windows 7 (assumed 64 bit).
Please define "top menu".....File Menu through to Help Menu in the Expert workspace or other?
If you open a new project, is the problem gone?
What are the properties of your source media and what have you (manually) or the project (automatically) set as the
1. Does the problem exist with or without the antivirus and firewall(s) disabled?
2. Are you using a pen and tablet device instead of mouse?
3. Are you running the program as Administrator?
Let us start here and then decide what next.
Problems with the same symptoms can (often do) have different causes.
What version of Premiere Elements are you using and on what computer operating system is it running?
How are you defining "top menus" if "top menus" is part of your problem set of details?
What are your answers to the questions and considerations I posted to bethsnowden in post number 1 of this thread? Please
give details specific to your situation - what are you doing in the program when the crash occurs and all the rest.
I listed all that info in my post , same page as his (by Vincent Puleo) Crashes with and without antivirus, Using mouse, run as administrator.
I am running Premiere elements 13. with Windows 7 Premium, cpu 2.9 gig, Ram 6gig, 64 bit OS, HHd 654 gig free. Problem : When I click on help or any other button in that top area program stops running. Even when I first start the program(no work done ) I am useng a mouse, crashes with and with out virus on, I am administrator, I have uninstalled program and re installed it 3 X ,I even tried to install it by copying 64 bit folder to desktop and installing from there. I installed it on my other computer which is Windows 8.1 and it works fine, . On computer having problem elements photoshop elements 13 works fine. I check my OS for updates and they say I am OK. I have a HP computer. Vince
CORRECTION to last post Comuter does not CRASH the ELements program FREEZES. I then go to task manager and it reports Premiere elements 13 NOT RUNING. VINCE
Have you explored the video card/graphics card angle on this Premiere Elements 13 Windows 7 64 bit issue?
Under Device Manager/Display Adapters, how many video cards/graphics cards do you see listed there? As I recall, HP often goes for 2.
Premiere Elements often does not fare well with more than 1 card.
If more than 1 and if feasible, we could disable one card or the other and note the outcome.
Please check how many cards and if card driver updated according to the web site of the manufacturer of the care or HP.
Are you running your system with 1 or 2 monitors? Does any card or driver that you find there have a control panel that you can adjust?
If it gets to that, you might want to discuss the video card/graphic card situation with HP support.
As a last resort, we could have you create a new User Account with Administrative Privileges and have you install and try to run Premiere Elements 13
Please consider and then we will evaluation the results.
I have one monitor, Video card is ATI HD4200 and driver is up to date. I added the new user account , uninstalled the elements and reinstalled into new account. Did not fix problem. I dont think the Video card is the problem because when elements stars up the info window runs and if I install some photos thru Photoshop elements 13 the Premiere works until I click on help or text oar any other of the buttons in that area. If I try to install photos with the install from photoshop button in Premiere it will freeze. Is there a way to contact adobe direcly about this problem? Thanks for your help. Vince
Thanks for the follow up troubleshooting. Sorry that the news was not good.
Adobe seems to have significant support links for Premiere Pro, but not Premiere Elements. The end result is Premiere Elements user getting bounced to Ask the Community (which is here, user to user). However, I have one maneuver that I suggest trying anyway to make contact with an online Adobe Chat representative who we hope would help you or direct you to an Adobe department which could.
Click on the following link.
Adobe ID and Signing In
Adobe ID, Sign In, and Account Help
If the link does not hold its set, then you will need to navigate to the Chat Panel using the above titles as guides.
We could look at an alternative source of installation files. But, please try the above to determine if the Adobe Chat route works.
Thank I will try that later tonight. I did try to do a desktop load, did not improve situation. I have rebuiltcomputer and work on systems that were computer controlled and had to troubleshoot and repair them. So I am not a computer dummy.
I think the file it looks for when you try to open top buttons is misplaced or the file registry location ha been removed sometime durning an update or file cleaning action? Just My thinking. Vince
Have you incorporated a free computer regular cleaner/registry cleaner in any of your computer optimizations, such as ccleaner?
You probably have already, but I will ask just in case, have you tried to correlate the menus malfunctioning with an error, information, warning in the
Computer/Manage/Event Viewer/Windows Logs with Application?
Ni , I dont have a regular cleaner. I did it once about a year ago. Do you think I should try that?
This is what you might consider all at one time...
uninstall the program the usual Control Panel route
do a free ccleaner run through to get rid of leftovers from incomplete uninstalls/reinstalls
reinstall the program with the antivirus and firewall(s) disabled.
Please remind me if you have gone through the typical drill of deleting the Adobe Premiere Elements Prefs file and, if necessary, the whole 13.0 Folder in which the Adobe Premiere Elements Prefs file exists. You need to be running without hidden files and folders. If you have not done this, it may be worthwhile to rule it or out.
Local Disk C
and in the 13.0 Folder is the Adobe Premiere Elements Prefs file that you delete.
Went to C. users ,it then went directly to app data, opened it and nothing in there . I then went to Programs opened Elements 13, found PresetManager.dll. is that the file? Last night I tried the Registry cleaner ,did not help, .Tried to get into chat but could not answer the URL question. About ready to run windows repair as a last option. Anyway looking foward to see what you think about the above. Vince
Thanks for the update.
If you follow the path to AppData Folder and do not see a Roaming Folder inside it, that should mean that you have not set to unhide hidden files and folders.
To do that, you need to find Folder Options dialog and select the View Tab in that dialog. Then scroll the list of entries under the View Tab until you get to
Show Hidden Files, Folders, and Drives.
Just in case mention....You can click Start. In Search field above Start button, type in Folder Options. At the top of that left column should appear the text Folder Options. Click on that
to bring up the Folder Options dialog. Under the View Tab of the Folder Options dialog, scroll to the Show Hidden Files, Folder, and Drives option and make sure
that it is selected.
More comments later.
Got it. Also noticed the 13.0 folder was created 2 Jan so It stayed there after each uninstall. I Deleted it also.
I will now go thru the process again and let you know the results. Thanks Vince
NO LUCK. I deleted the files like you said, deleted elements program, restarted computer, ran reg. clean, restarted computer, loaded progam , restarted computer, started elements selected U.S., program started ,as soon as I clecked on help it frooze. I already have Photo elements 13 on computer ,could there be a conflick?? I am lost with this problem. Vince
Sort of a check list to make sure that nothing got overlooked by me along the way...
1. Did you double check the video card/graphics card's and its driver's control panel offered you in the computer to determine if there are some settings there that you could fine tune?
2. Have you created a new User Account with Administrative Privileges and installed and tried to run the program from there? I think that we mentioned that but
I am not sure of the outcome on that - whether it was put off temporarily or done and found not to matter.
3. Did you ever work with new source of installation files?
Remember to read and carry out carefully the web site's "Note: Very Important Instructions" to avoid an Access Denied message.
Do you have any video editing or special programs on your computer (maybe even special plug-ins or codecs that you installed) that
might be candidates for interfering agent.
QUESTION # 1 (YES) #2 (yes) #3 (NO BUT DVD DID WORK ON WINDOWS 8.1 COMPUTER) )do you want me to download trail ver. and enter my ser#? You know I tried to start program about 10x, selecting new project, I noticed the new Project # was 32!, I also was able to view a sample video if I did not click on Help etc. It ran than froze. You asked about other Video Programs on my computer ( Windows movie maker and Cyberlink Media suite 10 ) Never used either one. but they are there. I am about to call it quits with this program. I transfered aver 1000 photos to my other computer (8.1) Elements premiere works on it and it have a few video editing programs that came with computer. What say you???
I got it to work>>> 1. unistalled Premiere Elements 13. (2) Ran registry Cleaner. (3) restarted computer. (4) ran regedit. (5) Manually deleted Elements folders in HKEY.classes-root, hkey.-current user-softwear.adobe premiere, local machine software-Elements orginizer. eloaded Premiere was able to use all keys and transfer photos from Photoshop and create a slide show. A.R.T. Thank you ever so much for your help. copy this for I see a number of others that have the same problem. Vince
Great news that you did not give up and that you found the ways to get Premiere Elements to work for you.
Often after I use the ccleaner, I go into regedit and use Edit Menu/Find/ and Ctrl+F for the Find Whats and Find Nexts as a just in case measure.
I will bookmark your posts for future reference.
Thanks again gor your time and help.