2 Replies Latest reply on Nov 10, 2018 7:09 AM by Peru Bob

    Keep getting disconnected from chat, no answers - keychain and video module problems


      Pretty close to my wits end trying to get help. Premiere Pro CC is coming up with an error message, saying I have the wrong video modules (everything is up to date, and I even uninstalled and reinstalled the program). I'm also constantly getting Keychain messages and it won't accept my passwords (any password - I've tried them all!)


      I spent about two hours on chat. Someone from Adobe took control of my computer and they still couldn't get to the bottom of it. I was told to reset my computer and our chat would automatically reconnect. It didn't. (In fact, my own OS wouldn't load, so I had to reinstall High Sierra.) I jumped back on chat, tried to state my previous case number so we could pick up where we left off. The person asked if I was there, I said I was. Then they disconnected, citing that I wasn't responding? (No idea what happened there.) Then I tried to connect again. Gave my first and second case numbers. It reverted to my second chat, which the other person had disconnected from. The only option from there offered was to post my question here.


      What the hell is happening?