18 Replies Latest reply on Mar 17, 2009 2:27 AM by paulgoelz

    Premiere Elements 7 freeze/restart

    Level 1
      hi

      we just set up a new system:

      mb: gigabyte ex58-ds4
      cpu: intel core i7-920
      ram: 4 gigs corsair
      gpu: sapphire hd 4870, 512mb gddr5
      hd: 2x750 samsung on intel on-board raid 0
      os: vista 64-bit business

      there's newest driver for each piece of hardware, including chipset drivers, sata-raid drivers and a bios update for the mainboard. we are using a sony HDR-SR11E and recorded some full HD content. adobe photoshop elements 7 works fine. premiere elements works fine, until all the footage is copied to the local hd on the desktop.

      the system totally freezes only seconds after starting to work. the error can't be reproduced exactly, no matter what i do (drag'n'drop clips to the scene view, dragging in-out-indicators or rendering), the crashes keep coming up. the only similarity is that it only crashes when something's happening, while the program is idle it doesn't crash.

      by totally freezing i mean there's no kind of response, even the hd noise stops (if there was any). sometimes the system simply resets itself.

      anyone else with the same kind of problems? obviously, the program can't be used the way it works now.

      thx elfi
        • 1. Re: Premiere Elements 7 freeze/restart
          Steve Grisetti Adobe Community Professional
          With a computer with those specs, you probably require some troubleshooting. It might be best to contact Adobe Tech Support.
          http://www.adobeforums.com/webx/.3bbe7d56

          But before you do, try uninstalling the program (removing preferences) and reinstalling. Sometimes, especially with Vista, you just get a bad install.
          • 2. Re: Premiere Elements 7 freeze/restart
            Level 1
            already did that, doesnt work. yeah, tech support is my next step too, just hoped that someone with similar specs had the same troubles.

            thx anyways :)
            • 3. Re: Premiere Elements 7 freeze/restart
              the_wine_snob Level 9
              Just a guess here. The Sony records to HDD via MP4, probably with H.264 CODEC. I think that QT (latest versions) install the H.264 CODEC to the system, with install. If not, downloading and installing (www.apple.com) the H.264 CODEC should allow PE to work with it. Others will need to weigh-in, as I do not work with, but only Export to H.264.

              Hunt
              • 4. Re: Premiere Elements 7 freeze/restart
                Robert J. Johnston Level 2
                Is QuickTime 7 installed? If the file has .mov extension, then Quicktime 7 will be used. Maybe Quicktime 7 needs to be uninstalled and then reinstalled. If the files have a .mp4 extension then some other mpeg-4 or h.264 decoder provided with PRE7 is used. If h.264 then we are talking AVCHD.

                Also, Adobe may not help because you are using a 64-bit OS which is unsupported, meaning it might work, but they won't help you if it doesn't. Let us know if they do help you.
                • 5. Re: Premiere Elements 7 freeze/restart
                  Level 1
                  Can you check with system afte removing 2 gb RAM. I can one two or two related to same issue. The which are facing the problems has 4 GB ram.
                  • 6. Re: Premiere Elements 7 freeze/restart
                    Level 1
                    i installed quicktime 7, but it made no difference (the file extension is .mts btw)

                    ill try the trick with the RAM next time, though im not sure that this is the problem since i ran hardwaretests on everything now

                    thx for the advice, any other hints what this could be?
                    • 7. Re: Premiere Elements 7 freeze/restart
                      Steve Grisetti Adobe Community Professional
                      I'll be interested in hearing what Adobe Tech Support tells you.
                      • 8. Re: Premiere Elements 7 freeze/restart
                        Level 1
                        I just had to send some logfiles to Adobe support... Hope they can help me ;-)
                        • 9. Re: Premiere Elements 7 freeze/restart
                          Level 1
                          My understanding is that the i7 cpu has a 3 channel memory controller. What this means is that the motherboard should have 3x memory modules installed. I assume that you have 2x memory modules installed.

                          If your motherboard allows, you might try using a combination of 3x memory modules and see if it still freezes.

                          The following is an excerpt from:

                          http://gizmodo.com/5099060/giz-explains-why-intels-core-i7-processor-is-a-beautiful-monste r

                          "Core i7 will make three sticks of RAM the new standardso keep an eye out for plenty of 6GB and 12GB systems running around."

                          The following is an excerpt from:

                          http://www.maximumpc.com/article/features/core_i7_disected_and_benchmarked_everything_you_ need_know_about_intels_nextgen_cpu?page=0%2C0

                          "the top-end Core i7 CPUs will feature an integrated tri-channel DDR3 controller. Just as you had to populate both independent channels in a dual-channel motherboard, youll have to run three sticks of memory to give the chip the most bandwidth possible."

                          "Most performance boards will feature six memory slots jammed onto the PCB, but some will feature only four. On these four-slot boards, youll plug in three sticks of RAM and use the fourth only if you absolutely have to, as populating the last slot will actually reduce the bandwidth of the system. Intel, in fact, recommends the fourth slot only for people who need more RAM than bandwidth. With three 2GB DIMMs, though, most enthusiast systems will feature 6GB of RAM as standard."
                          • 10. Re: Premiere Elements 7 freeze/restart
                            paulgoelz Level 1
                            In my experience, adding full HD assets to the timeline causes PE to use A LOT of memory. Since PE is a 32 bit application, the most it can use is 4GB, and in a 32 bit system, this is split 50/50 between the system and the app. I am not sure how much virtual address space your 64 bit OS allocates for each app. I have experimented with PE7 in Windows 7 (x64) and I can cause it to freeze with maybe an hour or so of h.264 video on the timeline in maybe 30 clips. My normal system is running on XP Pro (x32) and it can get flakey with as little as 22 minutes of AVCHD on the timeline. Double that and I would expect it would freeze or crash pretty reliably.

                            Note that this is a limitation of the program and the way virtual address space is handled in a 32 bit world. It does not appear to me to have much to do to the amount of physical memory in the PC.

                            There have been several threads on this forum lately about the system loads imposed by editing HiDef video in PE. It is my experience that anything more than maybe 30 minutes is asking for trouble on a 32 bit system. I don't yet have enough 64 bit experience to give a real guideline, but I'd bet it is around an hour (remember, PE is a 32 bit application so 4GB is the most memory it can address).

                            What is the total duration of the video you have on the timeline and how many clips are there?

                            Paul
                            • 11. Re: Premiere Elements 7 freeze/restart
                              Level 1
                              the problem is that i dont even get more than 3 clips on a timeline, mostly it freezes when i pull the first clip on the timeline (sometimes i dont even have to do that). usually ive imported quite a lot of clips though (NOT on the timeline), but even with only about 20 5 minute clips imported it crashes.
                              • 12. Re: Premiere Elements 7 freeze/restart
                                paulgoelz Level 1
                                OK, lets try this again... I had a nice reply all typed up and when I hit POST MESSAGE, it said I wasn't logged in. So I logged in. Then it said it could not post due to a delay logging in. Sheesh!

                                Try starting PE and then opening the project with Task Manager open and monitoring the memory usage. I'd be very curious what it showed.

                                And are you sure you have waited after adding assets until all HD and CPU activity ceases? It can take a while for PE to do whatever it does in the background. If you try to do anything before it finishes, it can get flakey... probably due to resource limitations.

                                Paul
                                • 13. Re: Premiere Elements 7 freeze/restart
                                  Ed.Macke Level 3
                                  >OK, lets try this again... I had a nice reply all typed up and when I hit POST MESSAGE, it said I wasn't logged in. So I logged in. Then it said it could not post due to a delay logging in. Sheesh!

                                  That happens to me about, oh.., every single day! :)

                                  After you get the "delay" message, use your browser's Back a couple of times to get back to your original post (which always seems to be intact), and hit POST MESSAGE again.
                                  • 14. Re: Premiere Elements 7 freeze/restart
                                    Level 1
                                    well, i feel like since it's been almost 2 months it is time for a status report. here's what i did:

                                    - i made contact with the adobe support
                                    - i endured the 23 step program of http://kb.adobe.com/selfservice/viewContent.do?externalId=kb404998
                                    - i toiled myself through the hassle of trying different video formats
                                    - i saw a bright light as .avi footage from my old DV-cam worked, and then got slapped in the face by simple jpegs freezing the program
                                    - i anxiously waited for replies
                                    - i sent several log-files to "them-who-must-not-be-named"
                                    - i was told to use the one tool called "GSpot" to detect and eliminate codec conflicts
                                    - i received no satisfaction by using GSpot
                                    - i tried the application on a different 32 bit xp system without problems
                                    - i was told, that now that the problem only occurs on 64 bit vista, i won't receive any help from the mighty support anymore, because it isn't certified for 64 bit vista
                                    - i said: "the package claims that thee program supports vista, this includes 64 bit vista! why is there no technical support for me now?"
                                    - they replied: "it is NOT true that vista 64 bit is not supported! PE7 just isn't CERTIFIED for 64 bit systems, thus us can give no more support as long as thou uses a 64 bit system!"
                                    - i took the one product and threw it into the fires of mount doom

                                    at least i'm about to. personally i think this is a total ripoff, now i have to downgrade to a 32 bit OS, which will require another 100 bucks for a new windows xp, or i switch to another tool, which requires relearning a new tool. and what if it is some incompatibility between the software and some hardware and not 64 bit related? i should pay microsoft to get support from adobe?

                                    i'm very well aware that there can be problems with new hardware in combination with new software, but that they basically cut the support off and force me to deal with the problem by reinvesting into a downgrade is an outrage.

                                    besides, there are quite a lot of posts on the internet from a lot of people having similar problems to mine, and yet adobe doesn't seem to release any kind of fix. from what i've heard they didn't do it for any of the older versions either.

                                    this will definitely be my last "beta-test" for adobe, just because you are suddenly releasing programs for reasonable prices doesn't mean that they shouldn't be finished.

                                    cboe for Elfriede
                                    • 15. Re: Premiere Elements 7 freeze/restart
                                      Ed.Macke Level 3
                                      >they replied: "it is NOT true that vista 64 bit is not supported! PE7 just isn't CERTIFIED for 64 bit systems, thus us can give no more support as long as thou uses a 64 bit system!"

                                      So they said it's NOT true that Vista 64 is NOT supported, but then said if you're using Vista 64 they won't support you? Uh, to me that sounds like it IS true that Vista 64 is NOT supported!

                                      To paraphrase Bill Clinton, I guess it depends on what the meaning of "support" is.

                                      I guess Adobe means they'll support you in the form of not supporting you?
                                      • 16. Re: Premiere Elements 7 freeze/restart
                                        Steve Grisetti Adobe Community Professional
                                        It sounds to me like it means, Use at your own risk!

                                        Though something is definitely up at your end if you're getting these kinds of performance problems, even with Vista 64 bit.

                                        Many people, including regulars on this forum and on the forum at Muvipix.com, are using version 7 with Vista 64 with no problems.
                                        • 17. Re: Premiere Elements 7 freeze/restart
                                          kentRda Level 1
                                          Even though you may be running a 64 bit version of Vista, you can still run programs in the 32 bit mode.

                                          I actually went from 32 bit Vista to 64 bit Vista and found that there was a significant change (improvement) in loading and processing speed.
                                          • 18. Re: Premiere Elements 7 freeze/restart
                                            paulgoelz Level 1
                                            Have you tried what I wrote several posts back..... opening your project and monitoring the memory usage in Task Manager? I'd be real interested to see what that shows. I have found that just having assets in a project without placing them on the time line and then scrolling them can use quite a bit of resources.

                                            Paul