I'd uninstall and reinstall the program. (You won't lose any work in progress.) Also, make sure your Project Settings are setting up properly for NTSC.
I've never seen this complaint before, so whatever happened is highly unusual, and not what typically happens when the program updates.
Thanks. I did try uninstall/reinstall, but had the same problem. And I kept the update as a separate step, but after that the same problem was there. Right, I haven't found any other report of this problem.
As I look under Project Settings, I don't see any option for PAL vs NTSC. Can you tell me where it is?
The videos I have exported are coming up under "Properties" as .m2t and .mpg.
This one setting does show as NTSC under "Advanced", but the exported video is still unplayable. On WMV I can hear audio but there is no video.
This is getting weirder
Try to open Elements while holding down ctrl+alt+shift.
If no show:
Reinstall without the update.
And can you post a screen capture of your Project Settings/General screen?
Darn. Since the program worked fine before 7/23, I just now tried a system restore. Now Premiere won't open at all. Holding down ctrl+alt+shift I get "Properties" (below), that is, the properties of the empty shortcut.
Maybe I need to do a clean uninstall and try the reinstall again? I am looking online for instructions on how to do a really complete uninstall. Do you think I need to uninstall Photoshop as well? Any other Adobe products?
Thanks! Yes, quite weird. I tried uninstall/reinstall without the update, and then with the update, and had the same problem. But I had not tried to do a complete, clean uninstall, and am now looking up instructions for how to do that.
Another element is that the notification I get, when opening Premiere, that I need to install an update, is extremely persistent. It shows up every time I open Premiere, and more than once.
I tried a system restore, and now Premiere doesn't open at all. Ctrl+alt+shift shows me only the Properties of the empty shortcut (below).
Actually, you must hold down the Ctrl+Alt+Shift keys on the LEFT SIDE of the keyboard right after you double-click on the shortcut and hold them down as the program launches. You'll get an indicator that the program is resetting its pref file, which you can then okay.
Meantime, what are your hardware specs? Which processor do you have with how much RAM? and, based on your error message, how much free, clean, freshly defragmented space is on your C drive?
<<Meantime, what are your hardware specs? Which processor do you have with how much RAM? and, based on your error message, how much free, clean, freshly defragmented space is on your C drive?>>
Steve, I have a Dell XPS 8700 running Windows 10 (bought it Dec 2014 with Win 8.1 installed), i7-4790 processor, 16 GB RAM. The drives are optimized weekly, which happened to be today. As of now it says the C drive is 0% fragmented. 221 GB used, 697 GB free.
I'm having new problems since I tried a system restore, earlier today. I took that step because the program was working fine before the 7/23 update. But now it won't open at all.
Before the system restore, I could open Premiere and it was working fine (at least as far as I used it) except for one thing; when I tried to save the video as a file on my computer, the preset I selected did not correspond to the description of that preset when I examined "Advanced." It showed most of them as PAL. I tried saving the short video by many different presets and none would play. However I was able to send the video to Facebook and YouTube with no problems.
But, alas, I tried a system restore, and now it doesn't work at all. Now when I double click the shortcut, or I doubleclick it and then immediately hold down ctrl+alt+shft, I get this:
And if I hold down ctrl+alt+shft and then doubleclick the shortcut, it gives me this message:
No no. I said double-click the shortcut THEN hold down Ctrl+Alt+Shift.
Though at this point I'm beginning to wonder if something more sinister is at work. I've never seen Premiere Elements behave like this!
I'd uninstall, run CCleaner to clean out the registry and then reinstall the program. (You won't lose any work in progress.)
I'd also run Malware Bytes. Just to be sure.
Yes, that's what I did. I double-clicked the shortcut and then immediately held down ctrl-alt-shft on the left side of the keyboard. This is what I got:
However I get the same thing if I just double-click it, without holding down the left-side keys.
I tried it the other way, too, and holding down the keys and then doubleclicking the shortcut gives me the Properties of the shortcut.
Yup, I figured we were at the point of doing a clean uninstall (a regular uninstall didn't help). I just didn't know how to do one. I'm downloading CCleaner now. I assume I should uninstall, like I did before, then restart? Then run CCleaner? I'll just keep on restarting after every step, even if it's not necessary.
Thanks for your help, Steve. I'll report back when it's done. Hope I got into the Guinness Book of World Records for Strangest Mutation of Premiere 13.
Sigh. Uninstall, CCleaner, reinstall, and got an error code DF024. I found that "PhotoshopElementsFileAgent.exe" was running in the background. So end that, another try another reinstall, it tells me it installed correctly, and ...
Original problem persists. See screenshots below. This is so crazy.
I did not install the update, btw. As soon as Premiere opens, I have to choose btw "Install Now" and "Install on Exit" re an update to Photoshop Camera Raw. I chose "on exit," so these screenshots are after the original DVD has installed, and without the update that appears to have caused the problem in the first place.
What do you think of this idea? Should I uninstall Photoshop as well, and reinstall both? I don't know why that FileAgent.exe is automatically running in the background everytime I turn on my computer. Though it seems a stretch that it would have anything to do with my formatting problem.
Another oddity is that NTSC Standard and NTSC Widescreen have the same settings.
What was the result of your Malware Bytes scan?
I am completely stumped. I've never seen anything like this in 12 years of moderating this forum!
I need to call in Sherlock Holmes!
But seriously, do you have any recommendation for me at this point?
The only thing I've thought of is completely uninstalling both Premiere and Photoshop, since the problem began after downloading a Premiere update for Photoshop Camera Raw. And then trying again. Not high hopes, though.
Perhaps the last alternative is to uninstall both and buy a newer version of each. (At present it's Prem 13 and Ph Elements 10).
BTW, was that in itself weird, that Premiere was asking to download an update for Photoshop?
Although some updates include fixes, most of the updates for Premiere Elements/Photoshop Elements are merely updates to its Camera RAW library of supported cameras for Photoshop Elements.
Oh, Steve. What to do.
I went ahead and uninstalled every bit of Photoshop 10 and Premiere 13. Ran CCleaner and Malwarebytes again.
Yesterday I bought the Photoshop/Premiere 14 set.
Today I installed Photoshop, or tried to. I got the message that it did not install. Error code DW021 (below).
What to do? I have not tried to install Premiere 14 yet.
I'm sorry, I just have no idea what to recommend, frederica. I've never seen anything like this.
Now that I've uninstalled the old and purchased new Photoshop & Premiere 14, and still have a problem, should I just go to customer support?
I'd appreciate any recommendations you could give about how to reach someone who can help me, and skip Phone Tree Hell.
Yes, if you have version 14, you can use Customer Care, reachable here.
Unfortunately, they're only available via Chat. Fortunately, every time I've contacted them they've been very helpful.
Will do. Thanks for your help.
Just to wrap up, I did open a chat on customer support, and it seems to be fixed; both Photoshop 14 and Premiere 14 appear to be working now. The one thing I noticed was he installed C++ at one point, so maybe it had something to do with that. Thanks for your time and expertise, even if the problem remained baffling!
That's such great news, frederica! I'm so glad to hear you got it worked out!
Please mark this question as answered.
Looks like you already did. Thanks.