5 Replies Latest reply on Jan 10, 2012 11:25 AM by Steve Grisetti

    Not gathering User Information

    cem2mitch

      When I open Premiere 9 for a second my screen goes black. The home screen appears and it will not gather my user infromation. I can go to my projects and it will load them but sometime the software stops responding. I have photo shop 9 also, when I click on my organizer on the home screen it goes to the organizer and hour glass appears and then it quites responding. I have removed both items from my computer and reinstalled and get the same thing. Can any one help?

        • 1. Re: Not gathering User Information
          Steve Grisetti Adobe Community Professional

          It could be any of hundreds of things -- though you haven't given us enough information to be able to help you.

           

          What operating system are you using? How fast is your processor and how much RAM do you have? How much free, clean, freshly defragmented space is on your hard drive?

           

          Are you editing to your C or main drive or to a second or external drive?

           

          What model of camcorder is your video coming from and what format is it? When you set up your Premiere Elements project, which settings did you select?

          • 2. Re: Not gathering User Information
            cem2mitch Level 1

            I have new Computer 

            My computer is a Dell XPS 8300

            5.9 Windows Experience Index

            Processor Intel (R) core (TM) i7-2600 CPU @ 3.40  GHZ

            Installed Memory (Ram) 8.00 GB

            System Type 64-bit operating system. 

            Running Windows 7  Home Premium

            AMD Radeon™ HD 6450 1GB DDR3 

            Hard  Drive, 1.5TB, S2, 7.2K BRINKS-XLOB

            I  have 952 GB free

            I  am editing to the C hard drive which is the main drive.

            Dual In-Line Memory Module, 2G,  1333, 256X64, 8, 240, 2RX8  

            Card, Graphics, Advanced Micro  Devices, Radeon, 5770, P120A

            I am using a new camera a Sony  HDR-CX360V Full HD 1080

            File type is AVCHD 

            I use the setting that is on  there ntsc-dv-standard 48 khz, sometime it

            will as this is not compatible  with my film and ask permission to correct and

            I let it.

            I can edit and burn dvds if  just responds slow sometimes.

            I have upgraded to plus member  and it will not gather user information on

            the home screen and it will not  let me use the plus member benefits  

            Hope this information will  help. 

             

             

            In a message dated 1/8/2012 9:35:58 A.M. Eastern Standard Time, 

            forums@adobe.com writes:

             

            Re:  Not gathering User Information

            created by Steve Grisetti (http://forums.adobe.com/people/Steve+Grisetti)

              in Premiere Elements - View the full  discussion

            (http://forums.adobe.com/message/4124825#4124825)

            • 3. Re: Not gathering User Information
              Steve Grisetti Adobe Community Professional

              For issues with your Plus membership, you should contact Photoshop.com, a separate entity with a very good tech support team.

               

              As for your camcorder, have you ensured that you are NOT recording in 60p or 24p. Those formats are not supported by Premiere Elements. Make sure you've selected the option to shoot in 60i. This could be the reason the program is not accepting your Full AVCHD project settings.

               

              Also, that cam shoots in stereo and 5.1 audio. Make sure that, whatever you're shooting your audio in, that that is correctly chosen as your project settings also.

               

              You also may want to look into adding a second hard drive, one on which to store your media and project files. It may not be necessary on a computer as powerful as yours -- but doing so will certainly give you a big boost in performance and may unlock some of the bottlenecks you're experiencing.

               

              I also recommend you run my favorite one-button fix, the free download Advanced System Care. Even new computers are riddled with tmp and junk files and fragmentation. This program will tune things up and often fixes a lot of mystery issues.

              http://www.iobit.com/advancedsystemcareper.html

              • 4. Re: Not gathering User Information
                cem2mitch Level 1

                Did contact Photoshop.com and corrected my issue with them thanks, but 

                still wondering why when I open Premiere Elements 9 my screen goes dark just

                for  a second and it takes quite a while for the project to load?

                 

                 

                In a message dated 1/9/2012 8:12:51 A.M. Eastern Standard Time, 

                forums@adobe.com writes:

                 

                Re:  Not gathering User Information

                created by Steve Grisetti (http://forums.adobe.com/people/Steve+Grisetti)

                  in Premiere Elements - View the full  discussion

                (http://forums.adobe.com/message/4126228#4126228)

                • 5. Re: Not gathering User Information
                  Steve Grisetti Adobe Community Professional

                  It could be an outdated video driver. Have you downloaded the latest from the ATI web site?

                   

                  You should also run Advanced System Care on your computer. (It's free -- and I run it every week.) It can often fix buggy little things like this.

                  http://www.iobit.com/advancedsystemcareper.html