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9 Messages

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170 Points

Wed, Nov 28, 2018 3:15 AM

Premiere Elements 2018: Keeps freezing on Windows 10.

Hi. I am using Premiere Elements 2018 on Windows 10. I use a highly specified PC with Nvidia video card and plenty of memory, but the program keeps freezing. Sometimes even before I have started on a project. How do I fix this?

Responses

2 Messages

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110 Points

2 years ago

I am sorry to hear of your problem with Premiere Elements 2018 and Windows 10.
I experienced the same problem some 11 months ago and have never been able to solve it. I think that it is a dud program and wrote it off as a bad decision to purchase it.  To me it seems that both Adobe and Microsoft are competing with their products rather than co-operating and trying to sort out the problem.
I hope someone is able to help you solve your problem soon.

9 Messages

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170 Points

2 years ago

Thanks for your feedback Graham. It would be a great pity if Adobe are not able to solve this as I am really enjoying using the program (when it does work).

28 Messages

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332 Points

2 years ago

Hello Torn,

I am sorry to hear about your problem. I want you to list down those particular steps (in sequence) which cause the application to freeze. I will try to reproduce the issue at my end as well. Also, please provide screenshot of your system specifications which might help us in narrowing down the problem.

9 Messages

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170 Points

2 years ago

Hi Nidhi,

The problem happens at different times when I am creating and editing video projects. There is no consistent thing that seems to trigger it. Sometimes it will happen when I first open the program. In that situation, the screen goes black for a few seconds, then when the edit screen comes up I am unable to open any files. If I try to do that the program just freezes. Other times I will be working on a video edit and everything just freezes. The only way to fix it is to reboot the computer. Screenshot of
system specs is shown below. The computer is only a few weeks old. My video card is the Leadtek Quadro P620 Professional Workstation Graphics Card, 2GB GDDR5.


9 Messages

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170 Points

2 years ago

Hi Nidhi

It happened again today. I was working on a video editing project earlier this morning. I saved it and closed the program as I had to do something else, then when I tried to reopen it later to continue editing, the screen went black and when it came up again the project would not load. I opened Task Manager to see what was happening and took a screenshot of the processes list. You can see below that the editor is not responding. Even if I wait, it does not respond:


4 Messages

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162 Points

2 years ago

I'm using Premiere Elements 13, and I never updated because:
(1) I didn't see any notable feature in newer versions that interested me.
(2) Knowing Adobe's wonderful reputation for fixing bugs, I stuck by the old adage, "If it ain't broke, don't fix it"

28 Messages

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332 Points

2 years ago

Thanks Torn for elaborating the issue. I dont see any issue problem with your system's specifications. The CPU usage during the issue also isn't alarming. Lets try to debug the problem by looking into 'dump file'. Here is how to get dump file:
1. Open PRE and continue editing until the hang happens.
2. At this point, open Task manager and right click on Premiere elements task.
3. Choose 'Create dump file'
4. Wait until dump file is created and a popup will indicate the location where the file will be copied on completion.
5. Copy that file and send it to me via Drop box. Email: dropboxforelements@gmail.com
If you dont have Drop box account, let me know your email ID. I will send you the link to upload the file.
Once we have the dump file, we will have clarity on where the application freezes.
Below is screenshot of 'Create dump file' option in Task manager:

9 Messages

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170 Points

2 years ago

Hi Nidhi. The program has been behaving itself for the last few days however it hung up again today so I have generated the dump file as suggested and shared with you by Dropbox. You should see it now. Many thanks for your assistance with this.

9 Messages

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170 Points

2 years ago

Hi Nidhi. It happened again today so I have added a second dump file to the Dropbox folder.

2 Messages

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70 Points

2 years ago

Hi Nidhi. I sent you the dump file 4 weeks ago however I have not seen your response yet. Have you been able to analyse the problem?

28 Messages

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332 Points

Hello Frank,

I am unable to find your dump file on dropbox. Could you please upload it there and let me know the location as well?

28 Messages

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332 Points

2 years ago

Hello Frank,

Apologies for late reply. I will look at your dump file with my team and will get back to you.

Thanks,
Nidhi.

2 Messages

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70 Points

2 years ago

Many thanks.

9 Messages

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170 Points

2 years ago

Hi Nidhi,

Did you have a chance to look at the dump file yet?

28 Messages

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332 Points

2 years ago

Hello Torn,

After analysing both dump files, we noticed the presence of term 'nvoglv64' meaning that problem could be due to your Nvidia video card. Please try below steps:

1. Close Premiere Elements. Now, try to upgrade your Nvidia video card drivers. Re-launch Premiere elements and see if issue still exists.
2. If problem persists, then close PRE again and disable your Nvidia video card. Steps to do the same are: https://www.evga.com/support/faq/afmviewfaq.aspx?faqid=58534
Now launch PRE and see if problems exists.
3. If above two solutions dont work, then send me your Nvidia video card version details so that we can try to reproduce with problem with the same drivers at our end.

9 Messages

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170 Points

2 years ago

Hi Nidhi. Many thanks for your reply. I checked the Nvidia video card drivers and found that they were the latest version, so I followed your suggestion #2 and disabled the video card. My computer is now using the Microsoft basic video driver and Premiere Elements does seem to be a lot more stable. My questions now are:
1. I purchased the Nvidia card as I understood I needed a powerful video card to improve my video editing work. What are the implications of using Premiere Elements with just the Microsoft basic video driver?
2. Is there a way we can adjust Premiere Elements so it works OK with the Nvidia card?