19 Replies Latest reply on Oct 27, 2010 5:39 AM by Steve Grisetti

    installed Premiere Elements 9 for Mac (trial) -> crash on launch

    cjsmbox-online

      Hi,

       

      I downloaded the trial for Premiere Elements 9 for Mac, installed per the instructions and it seemed to go OK. When I try to launch Premiere I get this error message:

      Screen shot 2010-10-11 at [Oct 11]  8.53.28 PM.png

       

      When I hit continue here it brings up the crash reporter (I've saved off a copy).

       

      I'm running OSX 10.6.4 on a 2.4GHz Core 2 Duo iMac with 4GB of RAM. Far as I can tell I meet the minimum system requirements.

       

      I don't really know how to interpret the crash log, but I don't see "error" or "fatal", the only thing suspicous that I see is:

       

      --------------------

      Date/Time:       2010-10-11 19:16:46.161 -0500

      OS Version:      Mac OS X 10.6.4 (10F569)

      Report Version:  6

       

      Exception Type:  EXC_BREAKPOINT (SIGTRAP)

      Exception Codes: 0x0000000000000002, 0x0000000000000000

      Crashed Thread:  0  Dispatch queue: com.apple.main-thread

       

       

      Thread 0 Crashed:  Dispatch queue: com.apple.main-thread

      0   com.adobe.dvacore.framework   0x001aaebc dvacore::utility::ThreadSafeMessageDialog(char const*) + 380

      1   com.adobe.dvacore.framework   0x000b9aab dvacore::debug::BreakAfterContractDialog(char const*, char const*, int) + 251

      2   ...e.Frameworks.ASL.Foundation 0x003b7d30 ASL::DirectoryRegistry::RegisterDirectory(std::basic_string<unsigned short, std::char_traits<unsigned short>, dvacore::utility::SmallBlockAllocator::STLAllocator<unsigned short> > const&, std::basic_string<unsigned short, std::char_traits<unsigned short>, dvacore::utility::SmallBlockAllocator::STLAllocator<unsigned short> > const&) + 384

      3   WS                            0x02d2071b WS::DirectoryInitializer::RegisterDirectories(ASL::ObjectPtr<ASL::Module, ASL::AtomicValue> const&) + 5979

      4   WS                            0x02cb3ad6 WS::Initializer::PrivateImpl::PrivateImpl(ASL::ObjectPtr<ASL::Module, ASL::AtomicValue> const&) + 294

      5   WS                            0x02cb181c WS::Initializer::Initializer(ASL::ObjectPtr<ASL::Module, ASL::AtomicValue> const&) + 44

      6   WS                            0x02d1e8d8 AppMain + 136

      7   ...emiere Elements 9.framework 0x00002b86 (anonymous namespace)::CallWelcomeScreenFramework(int, char const* const*) + 246

      8   ...emiere Elements 9.framework 0x00003145 main + 229

      9   ...emiere Elements 9.framework 0x000029f6 start + 54

      ...
      ...
      Thread 0 crashed with X86 Thread State (32-bit):
        eax: 0x00000001  ebx: 0x001aad4b  ecx: 0x00003ed0  edx: 0x00000001
        edi: 0x0021d648  esi: 0x0021d648  ebp: 0xbffff248  esp: 0xbfffee00
         ss: 0x0000001f  efl: 0x00000246  eip: 0x001aaebc   cs: 0x00000017
         ds: 0x0000001f   es: 0x0000001f   fs: 0x00000000   gs: 0x00000037
        cr2: 0x56ce6000

      --------------------

       

      Any ideas?

       

      Thanks

      Chris

       

      ---

       

      PS:

       

      Let me add that I've had a rather frustrating experience so far with Adobe support over the phone. I called from the US, to a US toll free number provided on the support/contact webpage, during working hours for US support. The estimated wait time was 25 minutes. Actual wait time 1 hour 20 minutes. Once I finally reached someone they said I had reached asiapac support (still during published US hours at this point), and they would transfer me to US support. I ask for the "US number" and he gives me the same number I had already dialed that lead to reach the asiapac folks. Adobe - this is a classic phone support nightmare situation for your customers, surely my experience is the exception not the norm???

       

      Once I finally reached the US folks he took all my information (I told him it was a trial, problem description, email address, etc) and then once I was done he told me he couldn't help me because it was trial software.

       

      If the trial software fails out-of-box, and the company is unwilling to help troubleshoot it, why would I risk my money on this product which is known to crash on my machine? I understand not supporting "use" of the trial software, but if I can't trial the software there's no way in heck I'm going to purchase it.