10 Replies Latest reply on Nov 4, 2015 4:49 AM by A.T. Romano

    my premier elements 14 crashes on video editor

    gregb88568710

      the install went well, everything else works except when i try to launch video editor then it crashes every time, i am using a windows 10 computer 64 bit and i downloaded the 64 bit version of premier

        • 1. Re: my premier elements 14 crashes on video editor
          A.T. Romano Level 7

          gregb

           

          Premiere Elements 14 on Windows 10 64 bit.

           

          Let us go through the usual drill to factor in or out the following

          1. Does the problem exist with and without 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 (from user account with administrative privileges)?

          For Windows 10 64 bit, please use QuickTime 7.7.6 since Apple has a problem with latest version 7.7.8 on Windows 10 64 bit. QuickTime 7.7.6 will meet the Premiere Elements requirement for the QuickTime 7 install even though it is not the actual latest version of QuickTime 7.

          QuickTime 7.7.6 for Windows

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

          4. Have you gone through the System Requirement and all is OK there?

          https://helpx.adobe.com/premiere-elements/system-requirements.html

           

          Also, go to

          Local Disk C

          Program Files

          Adobe

          Adobe Premiere Elements 14

          and in the Adobe Premiere Elements 14 Folder find the file specifically named Adobe Premiere Elements.exe. Right click that file and select and apply Run As Administrator. Then double click that file to determine if the program opens to its workspaces.

           

          Let us start here and then we can decide what next based on the details and results in your reply.

           

          Thank you.

           

          ATR

          • 2. Re: my premier elements 14 crashes on video editor
            Sandeep Singh Adobe Employee

            Hi gregb,

             

            Thanks for posting on Adobe forums.

            Could you get the full crash report from event viewer.

            Here is the link to get the crash report :

            Customer Support - How do I find event logs when a program crashes? | CyberLink

            and

            I have also sent and private message please respond.

             

             

            Regards,

            Sandeep

            • 3. Re: my premier elements 14 crashes on video editor
              gregb88568710 Level 1

              Log Name:      Application

              Source:        Application Error

              Date:          10/31/2015 6:39:46 AM

              Event ID:      1000

              Task Category: (100)

              Level:         Error

              Keywords:      Classic

              User:          N/A

              Computer:      garage

              Description:

              Faulting application name: Adobe Premiere Elements.exe, version: 14.0.0.0, time stamp: 0x55e5a5ad

              Faulting module name: MSVCR110.dll, version: 11.0.51106.1, time stamp: 0x5098826e

              Exception code: 0xc0000409

              Fault offset: 0x00000000000740c4

              Faulting process id: 0x534

              Faulting application start time: 0x01d113e1935289b4

              Faulting application path: C:\Program Files\Adobe\Adobe Premiere Elements 14\Adobe Premiere Elements.exe

              Faulting module path: C:\WINDOWS\SYSTEM32\MSVCR110.dll

              Report Id: 9177f27f-ed74-4a08-a836-de3a6c2638e7

              Faulting package full name:

              Faulting package-relative application ID:

              Event Xml:

              <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

                <System>

                  <Provider Name="Application Error" />

                  <EventID Qualifiers="0">1000</EventID>

                  <Level>2</Level>

                  <Task>100</Task>

                  <Keywords>0x80000000000000</Keywords>

                  <TimeCreated SystemTime="2015-10-31T13:39:46.000000000Z" />

                  <EventRecordID>2254</EventRecordID>

                  <Channel>Application</Channel>

                  <Computer>garage</Computer>

                  <Security />

                </System>

                <EventData>

                  <Data>Adobe Premiere Elements.exe</Data>

                  <Data>14.0.0.0</Data>

                  <Data>55e5a5ad</Data>

                  <Data>MSVCR110.dll</Data>

                  <Data>11.0.51106.1</Data>

                  <Data>5098826e</Data>

                  <Data>c0000409</Data>

                  <Data>00000000000740c4</Data>

                  <Data>534</Data>

                  <Data>01d113e1935289b4</Data>

                  <Data>C:\Program Files\Adobe\Adobe Premiere Elements 14\Adobe Premiere Elements.exe</Data>

                  <Data>C:\WINDOWS\SYSTEM32\MSVCR110.dll</Data>

                  <Data>9177f27f-ed74-4a08-a836-de3a6c2638e7</Data>

                  <Data>

                  </Data>

                  <Data>

                  </Data>

                </EventData>

              </Event>

              • 4. Re: my premier elements 14 crashes on video editor
                A.T. Romano Level 7

                gregb

                 

                I have noted that Sandeep (Adobe Staff) has entered your Premiere Elements 14 thread and that there is contact between the two of you.

                I had already begun the path to a troubleshooting scheme in post 1.

                 

                Nonetheless, please follow through with Sandeep, but let us know the outcome in your thread so that all can benefit from the results.

                If you and Sandeep do not resolve your issue, then please consider following through with reply to my post 1 questions and let us know if you have done any uninstall/cleaner/reinstall.

                 

                Best wishes

                 

                ATR

                • 5. Re: my premier elements 14 crashes on video editor
                  gregb88568710 Level 1

                  how do i deactivate the problem computer so i can activate another on temporary basis,

                  i only have one that works now but im allowed more than one and how many computers can i put it on?

                  • 6. Re: my premier elements 14 crashes on video editor
                    Sandeep Singh Adobe Employee

                    Hi gregb88568710,

                     

                    Sorry for delay in response.

                    Please remove Visual C++ Redistributable Packages for Visual Studio 2013  from the control panel and reinstall it from the link.

                     

                    Let me know if this works for you.

                    Regards,

                    Sandeep

                    • 7. Re: my premier elements 14 crashes on video editor
                      A.T. Romano Level 7

                      gregb

                       

                      I see that Sandeep Singh has resumed communications in your thread. Good news. Thank you Sandeep. I continue to watch the troubleshooting progress.

                       

                      In response to your question to me (post 5)...

                      To Deactivate Premiere Elements 14, go to its Expert workspace Help Menu/Sign Out, and click on Sign Out.

                      Sign Out deactivates the program. Deactivate is not the same as Uninstall. Deactivate should serve your purposes related to the Adobe count for no more than 2 of your computers with the same purchased activated serial number.

                       

                      Please let me know if you need more information on the above.

                       

                      Thanks.

                       

                      ATR

                      • 8. Re: my premier elements 14 crashes on video editor
                        gregb88568710 Level 1

                        still does not work, starts to load then it crashes.

                        it start loading and it crashes when it gets to loading importer quicktime.pm

                        • 9. Re: my premier elements 14 crashes on video editor
                          gregb88568710 Level 1

                          and i already download quicktime again

                          • 10. Re: my premier elements 14 crashes on video editor
                            A.T. Romano Level 7

                            gregb

                             

                            Thanks for the updates.

                             

                            In what you have done so far, have you done these introductory checks that I mentioned in post 1?.....

                            1.

                            Also, go to

                            Local Disk C

                            Program Files

                            Adobe

                            Adobe Premiere Elements 14

                            and in the Adobe Premiere Elements 14 Folder find the file specifically named Adobe Premiere Elements.exe. Right click that file and select and apply Run As Administrator. Then double click that file to determine if the program opens to its workspaces.

                            2. Is your video card/graphics card up to date according to the manufacturer of the card? How many video card/graphics cards do you have according to the Device Manager/Display Adapters/listing - one or two. If the driver is up to date and has recently been updated consider rolling back the driver version.

                            3. Are you installing QuickTime 7.7.6?

                             

                            ATR