-
1. Re: Extra sequence presets require certified graphics card?
Colin Brougham Nov 3, 2011 5:43 PM (in response to narrowneck)Good grief--"Support" is dead wrong. A graphics card has absolutely nothing to do with any sequence presets.
So, you had these before, right? Did you just recently install an update to CS5.5? Can you show a screen shot of the New Sequence dialog that shows the presets categories (not all the presets) you have available?
-
2. Re: Extra sequence presets require certified graphics card?
narrowneck Nov 3, 2011 5:48 PM (in response to Colin Brougham) -
3. Re: Extra sequence presets require certified graphics card?
Colin Brougham Nov 3, 2011 5:53 PM (in response to narrowneck)Ah, yes--the good ol' "revert to trial" bug. Fortunately, it won't cost you a dime to fix, but a bit of time and aggravation...
1) Deactivate the software (under the Help menu in any suite application)
2) Uninstall
3) Run the Adobe Creative Suite Cleaner Tool
4) Reboot
5) Optionally, you can do #3 and #4 again, but it's typically not necessary
6) Reinstall
7) Activate
8) Update immediately from something like Bridge
That should get you back all the sequence presets and format support that you'd otherwise be missing.
Let us know how it goes!
-
4. Re: Extra sequence presets require certified graphics card?
narrowneck Nov 3, 2011 6:07 PM (in response to Colin Brougham)Oh wow - thank you.
Please can you explain:
8) Update immediately from something like Bridge
The download I'm using to install is only a few days old if that is what you mean?
BTW: I spoke to Special Support for Premier Pro on the phone and they were adamant they could not help and it was an install problem it's been impossible going through the correct channels to get any help on this.
-
5. Re: Extra sequence presets require certified graphics card?
narrowneck Nov 3, 2011 6:14 PM (in response to Colin Brougham) -
6. Re: Extra sequence presets require certified graphics card?
Colin Brougham Nov 3, 2011 6:21 PM (in response to narrowneck)Hmm, that's weird. There's also a deactivate checkbox in the uninstaller, so you might just try that option instead. Are you connected to the Internet on that machine? I'm assuming you are, but thought I'd ask...
You may also want to try deactivating with another application in the suite; just about any included application will work for this.
I take it this was a purchased, downloaded version of Production Premium CS5.5? Was it activated to begin with?
My point about updating immediately is that Premiere Pro CS5.5 is on version 5.5.2, released just a few days ago. Even if you downloaded your retail version recently, that's still 5.5.0 in that download; other applications have other updates, as well.
-
7. Re: Extra sequence presets require certified graphics card?
narrowneck Nov 3, 2011 6:53 PM (in response to Colin Brougham)I think from the ControlPanel>Programs and Feature the Uninstall just kicks off and I didn't see the deactivate box.
Yep it's connected to the internet.
I'll try deactivating from another app.
I had a lot of problems with activation:
1. downloaded
2. installed and entered serial number => green tick
3. errors not allowing to proceed. First asked me to try again then saying subscription had expired although it had not. It had expired but just been renewed.
4. #3 continued for a few days
5. Support with interactive session installed and activation was OK
6. Next day realised that there was an issue and every launch of every application had serial number but asked for activation. Logged support request
7. Three days later phone support to fix reactivation problem and I had not tried to use CS in that time. First launch no problem. Request for activation and login using adobe ID no longer a problem.
8. All along I pointed out this problem asking if it was related as opening any previous work resulted in
Did some research and realised that the functionality of presets was most likely that of Trial version and maybe the issues were related.
9. Embarked upon fixing this and Premier Support sent me to Install and Install Support sent me to Premier until I refused to go. Install went through checklist and said "go buy an new graphics card that is the problem".
10, Here I am. Thank you for your help it is greatly appreciated.
I'll try to follow your instructions
-
8. Re: Extra sequence presets require certified graphics card?
narrowneck Nov 3, 2011 7:41 PM (in response to Colin Brougham)Hi Colin,
I have followed your instructions but I was not able to deactivate CS5.5 from any application. I used Control Panel>Programs and Features> Uninstall which gave me this:
This went well. I also removed the other supplemental apps I had installed. I ran the cleaner. Rebooted. Ran the cleaner it said there was nothing to remove.
Installed.
That went well and now when I start an new project I still only have the trail presets:
Where can I go from here?
-
9. Re: Extra sequence presets require certified graphics card?
Colin Brougham Nov 3, 2011 8:02 PM (in response to narrowneck)I had a similar thing happen to me; after I launched Pr, started a project, closed Pr, and restarted, the presets were initialized. Have you tried that? Don't use one of your existing projects; just create a new one, and skip past the New Sequence dialog (hit Cancel).
Also, did you say this was a subscription? If I so, I must admit that I'm not entirely sure how those work, so there might be something slightly different about that license and activation process that is causing the hitch in the giddy-up.
I'm going to see if I can get someone who is a little... OK, a lot... closer to Adobe to have a look at this issue for you. Typically, the above process fixes this almost every time, but there is something rather strange going on.
Standby...
-
10. Re: Extra sequence presets require certified graphics card?
JSS1138 Nov 3, 2011 8:14 PM (in response to Colin Brougham)Here's my confusion.
The trial of 5.5 is fully functional, MPEG and all. Even the trial should have all the presets. This "revert to trial" bug should not affect 5.5, as their's no functional difference between the trial and the paid version.
If that's the case, then something else is amiss here.
-
11. Re: Extra sequence presets require certified graphics card?
Colin Brougham Nov 3, 2011 8:18 PM (in response to JSS1138)This "revert to trial" bug should not affect 5.5, as their's no functional difference between the trial and the paid version.
It shouldn't, but it does from time to time.
-
12. Re: Extra sequence presets require certified graphics card?
narrowneck Nov 3, 2011 8:19 PM (in response to Colin Brougham)That trick didn't bring them back.
I would really appreciate some help getting this going. I renewed my subscription 10 days ago and I haven't done the edit for my client yet...
-
13. Re: Extra sequence presets require certified graphics card?
JSS1138 Nov 3, 2011 8:21 PM (in response to Colin Brougham)It shouldn't, but it does from time to time.
But how can it, if the trial and paid are the same?
I guess what I'm suggesting is that something else may be causing this issue for 5.5, and the old fix of a reinstall may not work if that something else isn't addressed.
-
14. Re: Extra sequence presets require certified graphics card?
JSS1138 Nov 3, 2011 8:21 PM (in response to narrowneck)That trick didn't bring them back.
Well, there you go. That's suggesting that the "something else" hasn't been dealt with.
-
15. Re: Extra sequence presets require certified graphics card?
Colin Brougham Nov 3, 2011 8:22 PM (in response to narrowneck)I've contacted someone at Adobe who will (I believe) be able to help you out. Remember, we're just users like you on the forum, so there's only so much we can do, but the Adobe folks who do dwell here are definitely engaged in helping out users with really stuck-in-the-mud issues like this.
-
16. Re: Extra sequence presets require certified graphics card?
Colin Brougham Nov 3, 2011 8:23 PM (in response to JSS1138)Because they're still part of a separate activation scheme, since they're licensed codecs. Sometimes it fails and this type of situation happens.
-
17. Re: Extra sequence presets require certified graphics card?
JSS1138 Nov 3, 2011 8:25 PM (in response to Colin Brougham)Ah. Didn't know that part.
-
18. Re: Extra sequence presets require certified graphics card?
narrowneck Nov 3, 2011 8:41 PM (in response to JSS1138)Hi Simon,
I was trying to piece the problem together and yes I think I was reading the information about CS5 not 5.5. I think it relates to the video used from my Canon DSLR which is in the proejcts I created before this install. I didn't install any third party software when I made these just used the download from Adobe. Now I can not open these. Well to be precise this happens.
I open project and I get
but the project opens.
If that project is Saved or SaveAs then the resulting saved project can not be opened at all it just gives:
When I get to this point I can not get hold of the project at all (open it).
I saw the presets as the root of the problem but I'm guessing.
-
19. Re: Extra sequence presets require certified graphics card?
Todd_Kopriva Nov 3, 2011 11:16 PM (in response to narrowneck)I'll have a look at this in the morning.
-
20. Re: Extra sequence presets require certified graphics card?
Powered by Design Nov 3, 2011 11:22 PM (in response to narrowneck)While there trying to get it figured out you should download the free trial and install that and see if it works.
At least that way you can be working on your project as a fix is happening.
GLenn
-
21. Re: Extra sequence presets require certified graphics card?
Ann Bens Nov 4, 2011 3:57 AM (in response to narrowneck) -
22. Re: Extra sequence presets require certified graphics card?
Todd_Kopriva Nov 4, 2011 9:05 AM (in response to Ann Bens)Sorry it took me so long to get to this thread. Colin sent me a link just as I was leaving work yesterday.
First: Please post the case number for the interaction that you had with Adobe Technical Support in which you were told that this was an issue with your graphics card. I need to follow up with the person that you talked with.
OK, so now to try to solve your problem:
The messages about the sequence presets are the tip of an iceberg. It's not just the sequence presets that are missing; it is likely the entire bundle of things that are installed that are associated with a subset of codecs.
There are some codecs that we license from third parties (including the MPEG codecs for DSLR video) that are installed with a separate subinstaller. In the past, this material didn't get installed and unlocked with the trial version, so a failure to install and unlock this content made the application behave just like the trial version. That's why people call this the "revert to trial bug", even though that's really not accurate any more.
It appears that you have a problem where this content isn't being installed and/or unlocked. Normally, the procedure that Colin described works to overcome this issue, as it essentially is just a "do-over" of the installation process, and the installer usually gets it right the second time.
I don't know the nitty-gritty details of how this part of the installation process works, so I'm going to forward a link to this thread to someone who does.
-
23. Re: Extra sequence presets require certified graphics card?
Colin Brougham Nov 4, 2011 9:07 AM (in response to Todd_Kopriva)Thanks for checking in, Todd. What should we call this issue now? Codec Amnesia?
-
24. Re: Extra sequence presets require certified graphics card?
Todd_Kopriva Nov 4, 2011 9:36 AM (in response to Colin Brougham)narrowneck,
Do you mind if I share your email address with one of our testers so that he can contact you for more information?
-
25. Re: Extra sequence presets require certified graphics card?
ChrisChambers Nov 5, 2011 12:55 AM (in response to Todd_Kopriva)Yes please do - that would be great.
Thank you
-
26. Re: Extra sequence presets require certified graphics card?
narrowneck Nov 5, 2011 12:58 AM (in response to Todd_Kopriva)Yes please do - that would be great.
Thank you
(sorry used the other ID by mistake...)
-
27. Re: Extra sequence presets require certified graphics card?
Todd_Kopriva Nov 5, 2011 10:39 AM (in response to narrowneck)I just sent your email address to one of our testers so that he can get in touch with you and get installtion logs, etc.
Of course, it's the weekend, so don't expect an immediate response.
-
28. Re: Extra sequence presets require certified graphics card?
tobyricketts Nov 5, 2011 3:14 PM (in response to Todd_Kopriva)Thanks for inviting me to this thread. My system is having exactly the same problem. Narrowneck: are you on a 27inch iMac by any chance? And were you upgrading from CS5.0?
It'll be nice to get this sorted so I can get back to work!
TobyR
-
29. Re: Extra sequence presets require certified graphics card?
narrowneck Nov 6, 2011 12:11 PM (in response to Todd_Kopriva)Hi Todd, Thank you for the help and explanation. The case number #0182764522 is the one where Installation Support tell me I need a new graphics card to fix this problem. I have a copy of the online chat from the browser but the chat we continured when sharing my computer in the chat screen of the Adobe Connect application I do not have a copy of. It is here that the doscussion of graphics card took place. If you can read both chat histories I think it would be interesting for Adobe support to see.
-
30. Re: Extra sequence presets require certified graphics card?
narrowneck Nov 6, 2011 12:13 PM (in response to Powered by Design)I can not use the Trial version because even if it fixes this issue when I install it it does not come with After Effects and I have Ae content so I would not be able to render the edited result for another reason
-
31. Re: Extra sequence presets require certified graphics card?
narrowneck Nov 6, 2011 12:15 PM (in response to tobyricketts)I'm using a Gigabyte motherboard i7 3.4GHz PC with 8Gb RAM and Windows 7 x64. Using a nVidia Quadro FX1500 video card.
-
32. Re: Extra sequence presets require certified graphics card?
Onthetableproductions Nov 6, 2011 8:18 PM (in response to narrowneck)I was told to jump on this post.
Im having exactly the same issues. I was able to use Dslr sequence preset with CS5, now with 5.5 im unable. I tried to deactivate but that failed, I have downloaded Pr again and uninstalled then reinstalled, restarted a few times, tried opeing new projects, still no luck.
I am using subscription, whether that has anything to do with it or not?
-
33. Re: Extra sequence presets require certified graphics card?
Todd_Kopriva Nov 6, 2011 8:27 PM (in response to Onthetableproductions)Toby,
Are you also using a subscription license?
-
34. Re: Extra sequence presets require certified graphics card?
tobyricketts Nov 6, 2011 9:04 PM (in response to Todd_Kopriva)Hi Todd, I'm not sure. I am a lecturer with a university and have it installed on my office machine. It worked fine while CS5 was still installed, but when I uninstalled it must have taken the codecs with it. Is there a separate package that can just install the codecs / presets? Thanks,
-
35. Re: Extra sequence presets require certified graphics card?
tobyricketts Nov 6, 2011 10:00 PM (in response to Todd_Kopriva)I appear to have solved the issue by reinstalling Premiere Pro CS5. I now have all the codecs and presets back in CS5.5
Maybe you guys at adobe can just get these guys a free copy of CS5 and fix it in the next iteration?!
-
36. Re: Extra sequence presets require certified graphics card?
narrowneck Nov 7, 2011 11:15 AM (in response to Ann Bens)Yes it's likely to be Canon DSLR codec but how do I install those? I have the Canon software already installed.
-
37. Re: Extra sequence presets require certified graphics card?
narrowneck Nov 7, 2011 11:17 AM (in response to Todd_Kopriva)Hi Todd, No one has contacted me yet.
-
38. Re: Extra sequence presets require certified graphics card?
Redpatcher Nov 12, 2011 12:12 PM (in response to Todd_Kopriva)Jumping in on this as well. Just set up a lab of computers for one of our classes with the subscription license and have what would appear to be the same issue.
-
39. Re: Extra sequence presets require certified graphics card?
category5photo Nov 14, 2011 4:59 AM (in response to Redpatcher)I'm having problems with missing codecs as well, but I never had a subscription. I'm on a Windows 7 machine. I downloaded the trial from Adobe about a month ago, and purchased the software a few days ago. I've updated, reinstalled, and updated again. and still no luck. I have no problems with some files, and I'm not able to import others due to missing codecs.












