5 Replies Latest reply on Mar 23, 2015 9:19 AM by A.T. Romano

    error in premiere elements 11 program is not responding and needs to shut down

    frigel

      hi ,

       

      Please help just installed premiere elements version 11 and many time this message is shown, program is not active and must be shut down, please wait until program reacts.

      How can i solve this issue?

        • 1. Re: error in premiere elements 11 program is not responding and needs to shut down
          A.T. Romano Level 7

          frigel

           

          What is the computer operating system for your Premiere Elements 11?

           

          Have you ever installed this Premiere Elements 11 on this computer or first time? When do you get the shut down message -

          a. before you get to the project's workspace

          b. after you are in the workspace and are importing/editing/exporting?

          If b, please give a description of what you are doing immediately before the shutdown message.

           

          1. Are you running the program as Administrator with an Internet connection? Do you have the latest version of QuickTime

          installed on your computer along with Premiere Elements 11?

           

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

           

          3. Are you working with pen and tablet device instead of mouse?

           

          4. Is your video card/graphics card up to date according to the web site of the manufacturer of the card? How many

          video cards/graphics cards does you computer use?

           

          5. Please describe your computer resources - processor, clock speed, installed RAM, available hard drive space?

          Is the program installed to the default Local Disk C?

           

          Let us start here and then decide what next.

           

          Thank you.

           

          ATR

          • 2. Re: error in premiere elements 11 program is not responding and needs to shut down
            frigel Level 1

            hi ATR,

             

            Thanks for your prompt reply:

             

            1 b. after you are in the workspace and are importing/editing/exporting? During Editing and add pictures and gopro files to the time line

            2

            1. Are you running the program as Administrator with an Internet connection?

            No not running in admin mode.

            Wifi connection is on

             

            Do you have the latest version of QuickTime

             

            Nieuw in QuickTime 7.7.6


            installed on your computer along with Premiere Elements 11? yes

             

            computer see attachment

             

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

            not tried yet , now avg 2015 virus scanner is on


            3. Are you working with pen and tablet device instead of mouse?

            No only laptop elan smart pad , on laptop.


            4. Is your video card/graphics card up to date according to the web site of the manufacturer of the card? How many

            video cards/graphics cards does you computer use?

            yes up to date only 1 card

             

            5. Please describe your computer resources - processor, clock speed, installed RAM, available hard drive space?

            Is the program installed to the default Local Disk C?

            Installed on local disk drive C

            See attachment for details

            computer.JPG



            • 3. Re: error in premiere elements 11 program is not responding and needs to shut down
              A.T. Romano Level 7

              frigel

               

              Thanks for the reply with very helpful information for the troubleshooting of your Premiere Elements 11 Windows 7 64 bit shutdown issue.

               

              1. Most immediate. Please run the program from a User Account with Administrative Privileges. That is a program requirement which allows the

              program to access key files. Does the problem go away or get less when you do that?

               

              2. Also, please let us know if the problem exists with or without the antivirus and firewall(s) disabled.

               

              3. The crashes appear to be related to the editing phase of the project; consequently, we would focus on...

              a. Properties of these GoPro files and photos being imported...1920 x 1080p25 for videos? and how many and what pixel dimensions for photos?

              b. What are your project settings established by you (manually) or the project (automatically)...Please see Edit Menu/Project Settings/General and

              the readings for Editing Mode, Timebase, Frame Size, Pixel Aspect Ratio (even if they look grayed out.)

              c. How much content is on the Timeline when you add another GoPro or other file to the existing Timeline?

              d. Do you find that most of the crashes occur when you are applying effects, transitions, titles?

               

              Thanks.

               

              ATR

              • 4. Re: error in premiere elements 11 program is not responding and needs to shut down
                frigel Level 1

                Hi ATR,

                 

                Sorry for the delay in my reply.

                 

                Running cc cleaner and empty the cash and login as admin solves this problem above.

                 

                So thanks for your support.

                 

                Now let's burn the movie !

                • 5. Re: error in premiere elements 11 program is not responding and needs to shut down
                  A.T. Romano Level 7

                  frigel

                   

                  Thanks for the follow up. Appreciated.

                   

                  Great news, great job with the follow through to success with your movie production.

                   

                  Best wishes.

                   

                  ATR