3 Replies Latest reply on Jul 30, 2015 1:28 PM by A.T. Romano

    Adobe Premiere Elements 13 crashing when adding video content

    hnass76363574

      Greetings,

       

      I have 3 separate business machines that are crashing upon adding video to the timeline of Premiere Elements 13.

      I have attempted to reinstall twice, and re-download the provided install package twice as well.

       

      Adobe Premiere Elements 13.1 (20150131.daily.767917)

       

      Windows 7 64-bit Professional

       

      Dell Latitude e5440 (latest bios / video drivers)

      Dell Latitude e6430 (latest bios / video drivers)

      Dell Optiplex 790 (latest bios / video drivers)

       

      Due to time constraints, prompt response and resolution highly appreciated.

       

      Thank you.

       

      (Attached is a screenshot of the error)

      Adobe Premiere Elements 13 has stopped working

      A problem caused the program to stop working correctly.

      Windows will close the program and notify you if a solution is available.

      adobe_premiere_elements13_error.png

        • 1. Re: Adobe Premiere Elements 13 crashing when adding video content
          A.T. Romano Level 7

          hnass

           

          Lots of questions that need answers. But since you said the issue is happening on other computers with 13, then I will start with the source media

           

          What are the properties of the video that you are importing into the project

          Video compression

          Audio compression

          Frame size

          Frame rate

          Interlaced or Progressive

          File extension

          Pixel Aspect Ratio

          Know the name of the brand/model/settings of the camera that recorded the video might be a quick way to get at those details.

           

          What are you manually or the project automatically setting as the project preset to match the properties of the source video?

           

          Usual questions

          1. Does the problem exist with and without the antivirus and firewalls disabled?

          2. Do you have the latest version of QuickTime installed on your computer along with Premiere Elements and are you running the programs as administrator with an Internet connection?

          3. Is your video card/graphics card driver version up to date according to the web site of the manufacturer of the card or the manufacturer of the computer?

          4. When you first installed the program and were starting with 13, did everything work? Did you observe the problem only after you updated 13 to 13.1?

           

          This is not Adobe, rather essentially user to user forum.

           

          Please consider the above, and then we can decide what next based on the details in your reply.

           

          Thank you.

           

          ATR

          • 2. Re: Adobe Premiere Elements 13 crashing when adding video content
            hnass76363574 Level 1

             

            What are the properties of the video that you are importing into the project

             

            Have tried various videos formats, mpeg-4, WMV, mov

             

            Video compression

             

            (wmv - 10,000kbps) || (mov - 14983kbps) || (mpeg4 - 4929kbps)

             

            Audio compression

             

            (wmv - 393kbps) || (mov - 126kbps) || (mpeg4 - 256kbps)

             

            Frame size

             

            (wmv - 1920x1080) || (mov - 1920x1080) || (mpeg4 - 1280x720)

             

            Frame rate

             

            (wmv - 29) || (mov - 23) || (mpeg4 - 29)

             

            Interlaced or Progressive

             

            (wmv - n/a) || (mov - n/a) || (mpeg4 - n/a)

             

            Know the name of the brand/model/settings of the camera that recorded the video might be a quick way to get at those details.

             

            Various

             

            What are you manually or the project automatically setting as the project preset to match the properties of the source video?

             

            Auto Settings

             

             

             

            1. Does the problem exist with and without the antivirus and firewalls disabled?

             

            Cannot be disabled

             

            2. Do you have the latest version of QuickTime installed on your computer along with Premiere Elements and are you running the programs as administrator with an Internet connection?

             

            Company Issue Apple Quicktime - v7.7.2

             

            Attempted Running as Admin Mode -- FAIL

             

            3. Is your video card/graphics card driver version up to date according to the web site of the manufacturer of the card or the manufacturer of the computer?

             

            According to DELL, Yes

             

            4. When you first installed the program and were starting with 13, did everything work? Did you observe the problem only after you updated 13 to 13.1?

             

            Ever since first install, all 3 systems had issues adding videos to the timeline.

             

            Application has not been updated since initial install.

             

            • 3. Re: Adobe Premiere Elements 13 crashing when adding video content
              A.T. Romano Level 7

              hnass

               

              Premiere Elements 13 on Windows 7 64 bit...

               

              Are you working on all 3 of your business machines in the same company network?

              Have you previously used an earlier version of Premiere Elements successfully in this same company network, whereas Premiere Elements 13 has problems in it? The answers to those two questions can markedly steer the course for the troubleshooting.

               

              Top of my list of troubleshooting would be to rule in or out of the troubleshooting equation the factor of conflicts with antivirus, firewalls, and/or other security software built into this company network or wherever these three business machines are. But, you say that is not possible. To detour around that for the moment, QuickTime install and running program as administrator (user account with administrative privileges) are important. From what you wrote, you been there, done that, and you have ruled out conclusively those factors. Then there is the matter of the properties of the source video. You supply file containers but not file compression. Example - Premiere Elements supports video compression AVCHD (MP4 AVC/H.264) and the file extension (wrapper format) .avi. But, put them together in one file AVCHD.avi, and Premiere Elements does not support it. There are other examples.

               

              To detour around video compression and wrapper formats for the moment, can you import successfully jpeg photos to the Timeline (Expert workspace Add Media/Files and Folders/Project Assets from where you drag the jpeg to the Timeline Video 1)? Can you drag a graphics from the Graphics Tab area and not crash the computer?

               

              When you mention 3 different business machines with the same problem, then I think to security conflicts and source media. The above attempts to detour temporarily to mini tests. But, I still think that we will have to get back to security conflicts and source media properties. The diversity of the latter would rule against it, but.

               

              The answers will be in the details.

               

              Looking forward to the answers to the two questions at the top of the post.

               

              Thanks.

               

              ATR

               

              Add On...nearly forgot to ask...in your screenshot, you appear to have two instances of Premiere Elements 13 in the taskbar. Why is that? And, do you have Photoshop Elements 13 opened at the same time?