3 Replies Latest reply on Nov 13, 2015 6:28 PM by A.T. Romano

    Premiere Elements 13 appcrash error on Windows 7 64-bit after clean OS install

    DavidVerner

      Here is the situation, I've just recently formatted the hard drive, which is an SSD, and reinstalled Windows 7 64-bit on my Desktop computer.  All the drivers are installed and up to date for the computer along with all the necessary windows updates.  I've installed Premiere successfully and can get the launcher to pop up.  When I try to start or load a project I get the app crash error.

       

      Problem signature:

        Problem Event Name: APPCRASH

        Application Name: Adobe Premiere Elements.exe

        Application Version: 13.0.0.0

        Application Timestamp: 54065543

        Fault Module Name: libcef.dll

        Fault Module Version: 3.1750.1738.0

        Fault Module Timestamp: 539860dd

        Exception Code: c000001d

        Exception Offset: 00000000020f3553

        OS Version: 6.1.7600.2.0.0.256.1

        Locale ID: 1033

        Additional Information 1: 1849

        Additional Information 2: 1849c65267ce2967d89f315e1c3c4b82

        Additional Information 3: 4bd2

        Additional Information 4: 4bd2aa1900d8927bd0f22b0bbfeb6f46

       

       

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        C:\Windows\system32\en-US\erofflps.txt

       

      pic appcrash error.png

       

      Here is the Error log.

       

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

       

       

      - <System>

       

       

      <Provider Name="Application Error" />

       

       

      <EventID Qualifiers="49152">1005</EventID>

       

       

      <Level>2</Level>

       

       

      <Task>100</Task>

       

       

      <Keywords>0x80000000000000</Keywords>

       

       

      <TimeCreated SystemTime="2015-11-13T21:03:57.000000000Z" />

       

       

      <EventRecordID>1167</EventRecordID>

       

       

      <Channel>Application</Channel>

       

       

      <Computer>MainFrame</Computer>

       

       

      <Security />

       

      </System>

       

      - <EventData>

       

       

      <Data />

       

       

      <Data>Adobe Premiere Elements 13</Data>

       

       

      <Data>00000000</Data>

       

       

      <Data>0</Data>

       

      </EventData>

      </Event>


      event log 1.png

       

      - <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="2015-11-13T21:03:57.000000000Z" />

       

       

      <EventRecordID>1166</EventRecordID>

       

       

      <Channel>Application</Channel>

       

       

      <Computer>MainFrame</Computer>

       

       

      <Security />

       

      </System>

       

      - <EventData>

       

       

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

       

       

      <Data>13.0.0.0</Data>

       

       

      <Data>54065543</Data>

       

       

      <Data>libcef.dll</Data>

       

       

      <Data>3.1750.1738.0</Data>

       

       

      <Data>539860dd</Data>

       

       

      <Data>c000001d</Data>

       

       

      <Data>00000000020f3553</Data>

       

       

      <Data>1408</Data>

       

       

      <Data>01d11e56ce8d5ba6</Data>

       

       

      <Data>C:\Program Files\Adobe\Adobe Premiere Elements 13\Adobe Premiere Elements.exe</Data>

       

       

      <Data>C:\Program Files\Adobe\Adobe Premiere Elements 13\libcef.dll</Data>

       

       

      <Data>0da5910f-8a4a-11e5-9828-902b34a01be2</Data>

       

      </EventData>

      </Event>


      event log 2.png

       

      This next part is from the information event after those crash errors.

       

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

       

       

      - <System>

       

       

      <Provider Name="Windows Error Reporting" />

       

       

      <EventID Qualifiers="0">1001</EventID>

       

       

      <Level>4</Level>

       

       

      <Task>0</Task>

       

       

      <Keywords>0x80000000000000</Keywords>

       

       

      <TimeCreated SystemTime="2015-11-13T21:06:20.000000000Z" />

       

       

      <EventRecordID>1168</EventRecordID>

       

       

      <Channel>Application</Channel>

       

       

      <Computer>MainFrame</Computer>

       

       

      <Security />

       

      </System>

       

      - <EventData>

       

       

      <Data />

       

       

      <Data>0</Data>

       

       

      <Data>APPCRASH</Data>

       

       

      <Data>Not available</Data>

       

       

      <Data>0</Data>

       

       

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

       

       

      <Data>13.0.0.0</Data>

       

       

      <Data>54065543</Data>

       

       

      <Data>libcef.dll</Data>

       

       

      <Data>3.1750.1738.0</Data>

       

       

      <Data>539860dd</Data>

       

       

      <Data>c000001d</Data>

       

       

      <Data>00000000020f3553</Data>

       

       

      <Data />

       

       

      <Data />

       

       

      <Data />

       

       

      <Data>C:\Users\Dave\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_Adobe Premiere E_7587efeb22e435194eca8a32263d958664e1b5b_190385e4</Data>

       

       

      <Data />

       

       

      <Data>0</Data>

       

       

      <Data>0da5910f-8a4a-11e5-9828-902b34a01be2</Data>

       

       

      <Data>0</Data>

       

      </EventData>

      </Event>

       

       

      event log information.png

       

       

      Things I have done so far is uninstalled and tried installing the program on another hard drive and still had the same problem.  I've installed and tried to run in administrative mode and that hasn't fixed it.  I've manually installed Visual C++ Redistributable for Visual Studio 2012 and still had the same problem.  I have done the "Run the Adobe application in simplified mode" from from your troubleshooting guide.  I've had this software working before on my desktop for the past year but after having to reinstall my operating system a few weeks ago and doing so once more yesterday I have yet to get this program to again and don't know what is causing the problem.  I have spent about 10 hours yesterday uninstalling and reinstalling the software in different ways to try and figure out what is going and I haven't really gotten much more information on what is going on.

       

        • 1. Re: Premiere Elements 13 appcrash error on Windows 7 64-bit after clean OS install
          A.T. Romano Level 7

          DavidVerner

           

          This is not Adobe. Rather user to user. The frequency of appearance of Adobe Staff in this forum is undefined and typically associated with the latest version of the program which would be 14.

           

          Premiere Elements 13 on Windows 7 64 bit

           

          From a user to user perspective, I focused on the very beginning of your details - faulty module libcel.dll.

          This type of error was focused on in the following thread and Adobe Staff contributed troubleshooting at the time.

          Please review their comments.

          Fresh install of PE 13 crashes after launch screen

          There was no follow up to the Adobe suggested troubleshooting in the thread.

           

          Typical

          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 13/13.1, and are you running the programs as administrator (from a user account with administrative privileges)?

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

          4. Did you try to open the program direct from the Adobe Premiere Elements.exe file after you had applied Run As Administrator to it?

          5. Is the Adobe Application Manager up to date.

          6. Did you install Premiere Elements to the default Local Disk C (Can I assume that the SSD is your Local Disc C?)

           

          Please consider and then we can decide what next.

           

          Thank you.

           

          ATR

          • 2. Re: Premiere Elements 13 appcrash error on Windows 7 64-bit after clean OS install
            DavidVerner Level 1

            Actually the link you posted got me the answer I was looking for.  It turns out that you need to have Service Pack 1 installed in order to run Premiere 13 on Windows 7 64-bit.  So I hope people who have this issue in the future will see this and know the wall they could be smashing their head into without realizing it.  Now to finish restoring my saved projects so I can get back to work tomorrow.

            • 3. Re: Premiere Elements 13 appcrash error on Windows 7 64-bit after clean OS install
              A.T. Romano Level 7

              DavidVerner

               

              Thanks for letting us know the outcome. We applaud your success. Great job.

               

              We take for granted that anyone with Windows 7 64 bit has the Service Pack 1 installed. So, your results are a good reminder for all to check that out if using Windows 7 64 bit and Premiere Elements. However, notice in the Adobe published System Requirements for 14, it mentions Windows 7 and Service Pack 1, but no mention of Service Pack 1 for Windows 7 for 13.

              System requirements | Adobe Premiere Elements

               

              Best wishes moving forward with your Premiere Elements workflows.

               

              ATR