What computer operating system is involved?
What do you mean, Adobe just updated the program? Are you referring to the 13.1 program update or a Camera Raw Update to Camera Raw 9.0?
Are you in the Expert or Quick workspace of the program and are finding that the Timeline Indicator will not automatically run from left to right across the Timeline video when you hit the play button under the Edit area monitor or hit the computer space bar? Is there an orange line over the content that you want to play back? If so, what happens if you hit the Render button above the Timeline to do Timeline rendering to get the best possible preview in the monitor?
If the latter is the case...
a. what are the properties of what you have on the Timeline? And what is the project preset?
b. is your video card/graphics card driver version up to date according to the web site of the manufacturer of the card?
c. if you open a new project, do you have the same problem, that is, the Timeline Indicator will not move when the Edit area play button or the computer space bar is hit?
Please consider. We will decide what next based on the details of your reply.
I am using windows 8.1. It is the CTI bar that does not move.
I just rev=ceived a note that Adobe had updated - what I have no idea.
I use the Expert workspace as the Quick on just gets me TOTALLY confused. If by timeline indicator you are meaning the CTI bar then yes it is not running from left to right over the video when I hit play. There is an orange line over the content.
I just tried hitting render and nothing happened
I am not sure what you mean by "what properties" - where do I look for these?
I have not tried doing another video yet.
One thing I noticed when making this one was some background noise. I had this once before that cleared up once I downloaded software from Adobe....not sure why.
I tried a new project - same thing - not working.
I just had my computer revamped by my computer tech and he said all was up to date and working well.
Thanks for the replies with additional information about your issue.
By properties of source media I mean, what are the following for the file
interlaced or progressive
pixel aspect ratio
If you do not know, often we can get the information that we need from knowing the brand/model/settings for the camera that recorded the video. The alternative is downloading and installing a free video audio properties readout out program. The camera information route could be quicker and as effective for what we need to know.
Does the problem exist with and without the antivirus and firewalls disabled? Are you running your Premiere Elements in a school system or company network?
Please see what you can put together in the way of video audio properties for the file. A quick way to access the situation would be to import another video format or even better import some jpeg photos and determine if these sources play back in the problem as well as new project.
We will be watching for your progress and may be revisiting the question of video card/graphics card driver version. We might consider an uninstall/reinstall.
I am using a Canon Powershot G15 - I just set it on auto. I don't do anything with those properties - it just does it itself.
I haven't disabled the antivirus and firewalls. I just want to run it on my computer not on the internet. I do not want it on the internet until I am ready to put it on YOu Tube. It is my personal computer.
I'll try the photo idea.
I tried the photo jpeg) - it did not work. Maybe I should download the program again - I did go to my account but that was not an option given to me. I don't understand why as I have paid for the programme.What do you advise? Thank you for your help with this.
Do not give up.
You can another download of installation files for your version and use your already purchased serial number - no extra cost.
Please use the following link and pick out the installation files specific for your computer operating system and your program version.
We will be keeping positive thoughts for the outcome. There is another link that we can use, but let us see if this one works best for you.
Thank you so much ATR - I will try that right now.
I downloaded the programme through the link you gave to me. Thank you for that. Sporadically I have issues this programme after I have been using it and am not sure why. I do not receive any notification that I have to update it or any other instructions so that I can trouble shoot it. I would like to know why and what can be done to avoid this in the future. As a busy person it is extremely time consuming.
As I have gone through this process I see that I have this product licensed til October but this download has told me I need to pay for an upgrade 3 months in advance of the expiry of my license. This does not seem fair or considerate of my time.
I like the programme however it would be better for me as a consumer to have an email from Adobe letting me know to log into Adobe to get a message that they want me to upgrade or to pay the bill for the upcoming year. This would be more transparent. It should be closer to the end of my license as doing it now is 3 months too early and a note closer to October would be more ethical. I have spent the whole weekend trying to troubleshoot this product and just do not have the time to do this. As it is I now have to wait 24 hours for payment to go through.
Adobe can find a better way to handle this issue. This has been a huge hassle and I have not been able to even verify that this download will work - I have to go on faith that my payment will actually work. The anxiety is not acceptable either.
ATR - Thank you for your help thus far I would appreciate it if you would pass my thoughts on this matter on to Adobe management. If my business is not worth the trouble please let me know and I will find a different product to use. I do not want to do this as this one is good but time-wise this to way too inefficient and too much work.
ATR - it is still not working after I put in the license code...is that because it is before 24 hours???
I am not sure if you are a moderator of this board or an employee of Adobe or just doing this out of the kindness of your heart so my comments above are directed at Adobe not you...sorry if I said something amiss - however this is something I have had to deal with more than twice and I dread going through it in the future. I am trying to be efficient and if Adobe has a product that I have to deal with this problem regularly then it is neither efficient or affordable as I have taken my computer in to my technician several times due to this issue. They say there is no problem with my computer.
Again thanks for all your help. It is greatly appreciated.
Lots of matters to clear up. I am not Adobe. And this is not Adobe. Rather essentially a user to user forum. The frequency of appearance of Adobe Staff and PRE_help in this forum is not defined. I have been responding to your thread on the basis that you have purchased Premiere Elements 13/13.1 and need troubleshooting assistance in getting it to work.
Consequently, I am finding extremely puzzling what you are reporting.
When you purchase Premiere Elements (any version), you purchase a license which does not have an expiration date. I purchased Premiere Elements 4 years ago and still have it on my computer activated and highly usable. On the other hand, if you are involved with Premiere Pro, then that product is distributed on a subscription basis - month to month or yearly. But, from your report, you have Premiere Elements 13 and not Premiere Pro. So, we should not be involved in expiring licenses.
Premiere Elements is a standalone product. New version yearly. And, the new features of the new are not made retroactive to the old. And, Adobe has been coming out with a new version each year around September. If history repeats itself, a Premiere Elements 14 should be released by Adobe in September-October 2015. You do not have to buy it. But you cannot move any of the new features (if any) from 14 to an earlier version. Is that the type of matter to which you are referring?
In the course of the latest version, updates will be released...some times project updates, such as, for 13, 13 to 13.1 and Camera Raw to 9. Before September 2015, more updates may be released for 13, although it is highly unlikely. But, I am not Adobe, and I have no insider information on that type of matter.
Please note...Premiere Elements 13/13.1 Expert workspace Edit Menu/Preferences/Updates which can be set for
a. Automatically Download and Install Update
b. Notify me when an update is available (this seems to be the default setting).
These are updates specific to the version that you have. They will not update you from Premiere Elements 13/13.X to 14 expected next version.
What you wrote is highly disturbing, that is
As I have gone through this process I see that I have this product licensed til October but this download has told me I need to pay for an upgrade 3 months in advance of the expiry of my license.
I have never seen such as notification from Adobe in the context in which it reads. Please see my above comments on yearly new versions to see if what you read is in that perspective.
Please let me know how I can help under the circumstances, one user to another.
Thanks ATR - that is allvery interesting I will wait til tomorrow and phone and ask ADOBE - I did try to phone them but they are only open during the week. I get busy but will let you know. Thank you so much. You are a huge help.
Sent from Windows Mail
I did not see your reply 10.
I am not affiliated with Adobe in any way. Not a moderator in the Adobe Premiere Elements Forum or any of the Adobe forums. Just a visitor like yourself. I have an overactive troubleshooting gene.
I was very concerned about anyone giving you the impression that your purchased Premiere Elements had an expiration date. Although principles stay the same from version to version, features tend not to. As I always write, it is very distressing to be armed with principles when you cannot find the feature you need and are looking for in the "usual place".
In the end, the problem may not be in Premiere Elements or the computer but rather in a compatibility factor between the two. That is why it is important to get as much detail as possible. I will re-read your thread in the next few hours and try to determine what next if you want to continue.
Thanks for all the follow ups.
I did not see your post 12 until after my post numbered 13.
We will be watching for further developments. Do not give up.
I have contacted Adobe support and have a ticket via CHAT but can't seem to get through to them now. The person helping me said he or she would get back to me - had to do some research on it. That was on Sunday. So far I have not received an email back yet. Does anyone have an idea of how long they might be? There seems to be no email address that I can directly email them with and doing it via chat is difficult due to time changes, work and other commitments. I do not see a phone number either.
If the representative did not have a ready solution for your problem, then the representative may still be researching your case. Did she offer any remote control troubleshooting of your computer to evaluate the situation? If she did and could not find a problem, the issue may need contact between her and Adobe Engineering.
The hard way for you may be the best way to get some results, that is,
a. contact CHAT however you did that in the first place
b. give them your case number and tell the representative who opens up the new CHAT session of your situation.
If one goes online and does a Google Search, one finds Adobe Customer Service telephone number as 1-800-833-6687. I suspect that it will channel you to online CHAT where you were or "Ask the Community" which is us, user to user.
Depending on the circumstances, we can continue user to user in the troubleshooting here which got detoured when discussions of updates and such took over the posts.
We want you to succeed. So, please do not hesitate to let us know, as your schedule permits, if becomes necessary to continue an exchange of troubleshooting with the thread Q&A.
Thank you for your email - I am pleased you contacted me - it has been a busy day )
I did go through the Chat again - I got a different person who did contact with me via remote. An update was loaded on my computer which did not do the trick. He could see the cursor move - my computer could not. So I got some help this am from my son who has worked as a computer call center and we figured out that it was due to a conflict with a programme I had recently downloaded - Pixio and Instacard - I got him to uninstall them and the memory decreased by 5 ?GB? and that seemed to really free things up so that the CTI cursor could move again.
Thank you very much for your help.
Wonderful news. Great job by you and your son in follow through to success.
I am very pleased with your news. Thanks for letting us know the outcome.
You are welcome - and thank you so much for all your very generous help.