Elements 13: Will it work with Windows 10?

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  • Question
  • Updated 3 years ago
  • Answered
  • (Edited)
With the release of Windows 10 next year will there be any compatibility problems using Photoshop Elements 13 ? my operating system is Windows 8.1 64 bit.

Many thanks for your advice.
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Reginald Worsfold

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Posted 4 years ago

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Jim Pola

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Once I uninstalled everything Adobe, restart, reinstall PSE13, it now works as before. You must be sure everything Adobe is gone. That may not be easy. I still had reader 8.1.2 which was very hard to get rid of. Win10 has a PDF reader so we don't need Adobe readers. Good luck, it worked for me.
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Paul H

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Sadly that didn't work for me. Cleared everything Adobe off my laptop, deleted any remaining files and folders, cleaned up the registry with CCleaner, reinstalled and bam! Same problem. Thanks for the suggestion though, Jim. Desperate took try anything to ensure I haven't wasted £60!
(Edited)
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Greg

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Didn't work for me either but this did! I was desperate to get something running so I downloaded the trial of paintshop pro x8. Didn't work either but at least I got a little more information. Long story short I had to follow this link to get painshop pro running and when I did this, Elements 13 started working too! Thank you Adobe for NOTHING!!!

http://www.microsoft.com/en-us/downlo...#

ps - give paintshop pro a look too. I think I like it better! In any case, BOTH programs are now working on my Windows 10 PC.
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Greg

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PPS: That link is for Visual C++ Redistributable for Visual Studio 2012 Update 4
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Akshaya Saxena, Employee

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Greg - this workaround (installing the redistributable) has been discussed and recommended multiple times on this thread. It has worked for most of the cases.
Glad that it worked for you as well.
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Kim Sepahpur

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I have tried it a couple of time and I have reloaded the program many times. It is what they tell you to do regardless that you message you've done it. I will never buy an Adobe product again. It is the only program of mine that still doesn't work with Windows 10 and the only one with no customer service. I sent them requested files and all they say is "reinstall." They are really trying to force feed people into buying their monthly service by not providing help on the existing one. I only got six months of light use out of their product.
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Greg

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Sorry A.S., the thread went in so many directions I gave up...and then I discovered what of course you already knew.

Kim, I uninstalled everything adobe. I used CCleaner to clean the registry (took several passes). I reinstalled Elements (didn't work...yet). I install PSP X8 and dicovered the VB issue and applied the Microsoft solution. Now both programs are running. Hope it helps. I know the frustration.
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Akshaya Saxena, Employee

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Kim - please confirm that you are not able to make Premiere Elements work with Windows 10. Your issue is not with Photoshop Elements. Is that correct?
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Kim Sepahpur

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Yes. I posted about Premiere but my comments were moved here. And Windows 13? I wasn't aware Windows released a 13.
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Akshaya Saxena, Employee

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Sorry Kim. It is Windows 10. Got two things mixed up :)
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Michael Steidinger

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Same here: PSE 13 does not open any more after switching to Win10 (nor does Premiere Elements 13), no matter if run either program as administrator or not. I already have installed Visual C++ Redistributable for Visual Studio 2012 Update 4 as well, did not help at all. Also did a complete reinstall for PSE13, still not working.

If I run the program via the shortcut in the start menu, nothing happens at all. If I run the executable in the programs folder, it crashes like shown in the posts above.

I've bought the bundle only about two or three weeks ago, and am now unable to use them both. Quite annoying to say the least.
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Akshaya Saxena, Employee

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All,

The issues seen on this thread are not seen at all in our lab conditions. The issues could be due to a particular case of failure with our application, third party software or even the operating system itself - the possibilities are vast. And hence we need to try out various things to reach to the core of the issue and then solve the issue. As of now, we are thinking that the issues here are happening due to some trouble with operating system. Jim and Jules have been able to resolve their issue through various means - one by re-install while other one by installing VC++ redistributable.

As a next step, we would need a crash dump when this error occurs. Could you please help us with complete crash dump when this issue occurs?

To get the complete crash dump, please follow the steps shared at the
link under heading: "Enabling crash dump for Windows vista or later" right at the bottom of the page. After setting this up, you should launch application again, encounter this error and go to the location mentioned in the page to get a crash dump, zip it and upload it.

Please also provide information about crash event through event viewer log when the crash happens. You can view more details about event viewer at this link. Whenever the crash would happen, an entry for that particular application error would be created in event viewer. You need to copy its details and post here.

This steps will help us to find out the cause first and then we can work towards resolving them.
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Laurie Lavallee

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I also am having issues with photoshop elements 13 since upgrading to windows 10. Photo editor is always crashing saying organizer/editor has stopped working. Windows will close the program and notify when a solution is available. I have tried the uninstall of Adobe applications, the uninstall/re-install of PE13. I tried to follow the crash report and zip file suggestion but I am not technology savvy. Needless to say, nothing worked. I am bummed because I can't return the product and it's useless to me. Frustrated! Please help!
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Akshaya Saxena, Employee

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Laurie,

Just try to re-install Visual Studio 2012 redistributable on your system. A lot of people here have been able to solve their issue with this.

Can you please install the redistributable by following the steps at this link from Microsoft - Visual C++ Redistributable for Visual Studio 2012 Update 4.

Once you install, reboot the machine and try launching Photoshop Elements again. Let me know the results.
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Rainer Ehlert

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After deleting everything and installing again it is now working.
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Akshaya Saxena, Employee

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It is good to know, Rainer.

I am still waiting for response on my earlier thread so that if someone shares the event viewer information or crash dump, we can find out the cause.
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Jan van Asveldt

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For what it is worth:
I just installed 3 updates for windows 10 but forgot to make a note which updates.
After the restart: Photoshop elements 13.1 worked!!!!

Just wanted to let you know. (I am innocent - as usual)
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Jim Pola

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So, some of us are solving this issue ourselves. Too bad Adobe was not there for us. It does not matter if it's a windows or adobe issue. We paid for the adobe program, they should have a solution to the problem. Windows 10 has a PDF reader, no need anymore for adobe reader. Could be Adobe wants everything to be CC and wants Elements to go away. I've had Elements from the first issue and love it.
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Akshaya Saxena, Employee

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Jan,

Good to know if started working for you after installing Windows 10 updates.
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Akshaya Saxena, Employee

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Jim,

I can understand your concerns. But for us to solve the problem, even if it not caused by our software, we need details which have been requested on this thread. The way it is being solved does not point to any patterns yet. Hence we are awaiting definitive inputs.
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Michael Steidinger

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Hi Akshaya,

I tried to enable CrashDumps on my system, but the section you've described looks quite different on my Win10:



Entering the keys gave me a hard time, too. I'm not a programmer, and making changes to the registry makes me sweat even if everything looks like in the walkthrough I'm following.
I'd be more than willing to assist, but won't risk to ruin my complete Windows in this process. Maybe if you could provide a *.reg-file with the needed CrashDump-Entries? I'm running a german Windows, but I guess that's no problem when it comes to registry entries?
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Akshaya Saxena, Employee

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Michael,

Click on this link to download the registry entries file. Once download completes, unzip it and double click on 'WindowsCrashDump-RegistrySetting.reg' to enable required registry settings.

Once these entries are created, crash dump will get created at: C:\DumpStore as you launch the application which is crashing.
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Michael Steidinger

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Here's an excerpt from my eventviewer. It's in german, but hopefully the informations help you nevertheless:



Name der fehlerhaften Anwendung: Photoshop Elements 13.0.exe, Version: 13.0.0.0, Zeitstempel: 0x54ca9620
Name des fehlerhaften Moduls: KERNELBASE.dll, Version: 10.0.10240.16384, Zeitstempel: 0x559f38c3
Ausnahmecode: 0xc06d007e
Fehleroffset: 0x000000000002a1c8
ID des fehlerhaften Prozesses: 0xc68
Startzeit der fehlerhaften Anwendung: 0x01d0d2aebab233ec
Pfad der fehlerhaften Anwendung: C:\Program Files\Adobe\Elements 13 Organizer\Photoshop Elements 13.0.exe
Pfad des fehlerhaften Moduls: C:\WINDOWS\system32\KERNELBASE.dll
Berichtskennung: 8042ea75-cd9d-46d1-bdb9-c4ec0dfe6506
Vollständiger Name des fehlerhaften Pakets:
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Chris Cox

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Something crashing in KernelBase.dll could be a driver, a third party plugin, or an OS routine called with bad parameters. Sadly, that doesn't really narrow it down much.

The Elements developers will need to do some investigation to see if they can determine what may have gone wrong. But this won't be easy since only some people are experiencing problems after upgrading to Windows 10.

Some things you can try:
If you have any third party plugins, try disabling them.
Upgrade your drivers from the hardware maker's website (some have put out bug fix updates since Win10 shipped)
Reset the Elements preferences.
And (I hate to say it because it sounds cliche'd) many people are having luck uninstalling and reinstalling the software (which probably cleans up some permissions issues caused by the OS update).
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Michael Steidinger

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Akshaya,

thanks, the reg-file worked nicely!
Where should I upload the dumps to? I've got three zip-files altogether: one running the PSE-Shortcut on the desktop, one running PSE from the program folder, and finally one for PSE Organizer run from the program folder. Which amounts to 450MB alltogether.
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Surendra, Employee

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Hi Michael,
I have shared a dropbox link with you (please check your inbox). Please copy all the crash dumps (for welcome screen, Editor, Organizer) into the shared link.
Please let me know in case you face any issues while uploading dumps.

~Surendra
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Michael Steidinger

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Hi Surendra,
I've uploaded the three files to your dropbox this evening. Please let me know if you need any further dumps or if one of those already uploaded is corrupted. I'll leave the registry like this until it's clear that no more dumps will be needed.
Michael
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Willard Tod Engelskirchen

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I "chatted" with a microsoft tech last night. She took control of my laptop but was unable to fix the issue. She suggested I delete and reinstall PSE13. I am traveling and will do this when I get home.

I also have a case number and phone number to call and will speak with a level 2 support person. Maybe Microsoft can help.

If I lose the work I did on the catalog I will not be a happy camper.

Can I save a copy of the catalog somehow?

I will try to uninstall everything adobe and reinstall it. It is strange that PSE 11 does work but 13 does not.
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Michel BRETECHER, Champion

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To make a copy of your catalog:
First locate the catalog folder from the menu Help/System Info.
(The catalog is the whole folder. It's hidden by default, so you should set the explorer to show hidden files).
Then copy the whole catalog where you want.
Uninstalling and reinstalling should leave the catalog(s) unchanged.
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Akshaya Saxena, Employee

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Willard,

Uninstall/Install of the application will not touch the catalogs.
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Willard Tod Engelskirchen

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I checked and I am running PSE 13.0 Is there an update I should do? How do I do it? I tried to look at Adobe and there is no easy path.
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Michel BRETECHER, Champion

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To update, use the menu Help/Update.
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Willard Tod Engelskirchen

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The program will not open so getting to the menu is not possible.
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Michael Steidinger

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Hi Surendra,
did the dumps upload correctly?
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Akshaya Saxena, Employee

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Michael,

The dumps did upload and download fine at our end. We need to look into them. Will get back to you with findings on them and next set of steps to resolve the problem.

Thanks for the patience,
Akshaya
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Akshaya Saxena, Employee

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Michael,

It looks like you do not have Visual Studio 2012 redistributable on your system.

Can you please install them by following the steps at following link from Microsoft - Visual C++ Redistributable for Visual Studio 2012 Update 4.

Once you install, reboot the machine and try launching Photoshop Elements again. Let me know the results.
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Michael Steidinger

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Akshaya,

installing the Redistributable has solved the problem!
To my greatest surprise I have to admit, since reinstalling the Visual C++ Redistributable for Visual Studio 2012 Update 4 was one of the first things I did try in the first place. Back then it didn't make any difference.

I couldn't possibly tell what made the difference this time, but after this second installation PSE now runs like a charm.

Thank you very much for your efforts!
Kindest regards from Germany
Michael
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Akshaya Saxena, Employee

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Michael,

It feels good to know that your problem has been resolved with Visual C++ Redistributable re-install.

Thanks,
Akshaya
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Willard Tod Engelskirchen

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Today I spent considerable time with Costco Concierge, Seagate, and H-P. I started out with 3 problems: My Seagate Desktop did not work, I got an error message about my H-P Driveguard, and I could not get PSE 13 to work. I also have a call in to Windows on the PSE 13 issue - nothing would work.

I got my Seagate to work after their tech took over my laptop. I can now be sure I can do stuff with a backup possible.

The H-P guy in India got my laptop so that it would start without an error message about Accelerometer St,exe. He promised to send me instructions to go back to Windows 8 without losing anything.

I am still waiting for the call from Microsoft - est. call back time 230 min.

I checked, and after all this work, PSE 13 works! I was going to ask Microsoft how to go back to something that works. I do not need to now.

I am fairly sure the H-P guy did something to fix things. This has got me thinking that alternatives to these folks would be a good idea. My wife's next PC might be a MAC.

Still, PSE told me that it had updates. PSE 13.1 update did not work - Error Code U44M11200. Photoshop Camera Raw 9.0 did not update. Error Code U43M1U49.

I am very tired of all of this. I have spent untold hours on Windows 10.
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Willard Tod Engelskirchen

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Update: Microsoft finally called back. I did not get a level 2 tech. Since PSE 13 is working I asked if another program I use would work. She told me that she would research the topic. The call was disconnected - not on my end.

I tried to update again today (second time). The updates failed with the same error codes:

U44M11200 for PSE 13 and U43M1U49.

Anybody know what to do now ? With all the turmoil on W 10 I think it might be a good idea to keep updated.
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Larry Boquist

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Several attempts to update with the exact same experience and error codes.

Updating PSE 13 to 13.1 running on Windows 10. U44M1I200 and U43M1U49 for PSE 13.1 and Cmera Raw 9.0, respectively.

Any solutions?

I just got off 24/7 chat line with Adobe; after 20 minutes of research, he told me to call back on Monday when the Photoshop Elements person is there.
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ab ab

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Hi Larry,

Please create a new admin user and restart the machine.
Now using the newly created user , try installing both the updates.

The updated product should now be available to all users on the machine.

Please let us know in case of any issues.

Regards,
Abhishek Seth
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Stuart Clarke

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I have had the same problem as most of you. PE13 worked fine under win8 but would not respond after Win10 upgrade. Tried running as Administrator but no difference. Tried temp shut down of Firewall and Virus software because this has been an issue with other software but no joy. Tried running as old Win8 compatibility, no joy. Tried to uninstall but would not at first react! Finally uninstalled and then could not re-install, disc drive wouldn't react? Reboot system re-installed but failed. Tried deleting EVERYTHING with the name Adobe against it. Tried re-install but system then accused me of having a counterfeit disc! Reboot and run CCleaner and registry cleaner. Re-install again and this time successful but back to original scenario of desktop icon thinking about opening but not visibly doing anything. Tried uninstall and re-install again after Win10 updates, this time PE13 Organiser would open but then crash immediately saying encountered an error. Editor would not open at all. Today after reading Forums again had another go, uninstalled everything Adobe (except some files in 'Old Windows' location which will not let me delete!). Ran CCleaner and registry clean up. Re-installed PE13 and WOW it actually would let me open it. Into Organiser, imported a photo, tried to open Editor with it but just hangs. Deleted all previous items in Organiser but still not allow me to open Editor. Close down PE13, open again to enter via Editor direct and nothing, back to old problem of thinking about it but doing nothing. Tried as Administrator but Dejavue precludes me from trying any further!!!!
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Akshaya Saxena, Employee

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Stuart,

Can you try the same steps which I mentioned to Tom in a comment below?

Thanks,
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Stuart Clarke

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Hi Akshaya, thanks for your response. Each time I have uninstalled I've ticked the box to delete preferences but have just followed your link procedure to check and the preferences file is empty. Will follow through your guides on event viewer and crash dumps this evening - I'm only a user so hopefully not too complicated! Thanks again.
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Stuart Clarke

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Hi Akshaya. Have just tried to launch PS13 and found the event viewer to match it, is this what you need? : Hope it makes sense. Thanks.Stuart

Log Name: Application
Source: Application Error
Date: 28/08/2015 18:41:16
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: The-Black-Hole2
Description:
Faulting application name: Photoshop Elements 13.0.exe, version: 13.0.0.0, time stamp: 0x54023988
Faulting module name: KERNELBASE.dll, version: 10.0.10240.16384, time stamp: 0x559f38c3
Exception code: 0xc06d007e
Fault offset: 0x000000000002a1c8
Faulting process id: 0x26dc
Faulting application start time: 0x01d0e1b8bc81acd7
Faulting application path: C:\Program Files\Adobe\Elements 13 Organizer\Photoshop Elements 13.0.exe
Faulting module path: C:\WINDOWS\system32\KERNELBASE.dll
Report Id: e09a8978-abe5-4aa0-b946-59e3669ad1ad
Faulting package full name:
Faulting package-relative application ID:
Event Xml:

1000
2
100
0x80000000000000

9925
Application
The-Black-Hole2

Photoshop Elements 13.0.exe
13.0.0.0
54023988
KERNELBASE.dll
10.0.10240.16384
559f38c3
c06d007e
000000000002a1c8
26dc
01d0e1b8bc81acd7
C:\Program Files\Adobe\Elements 13 Organizer\Photoshop Elements 13.0.exe
C:\WINDOWS\system32\KERNELBASE.dll
e09a8978-abe5-4aa0-b946-59e3669ad1ad
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Stuart Clarke

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PS. this relates to PS13 failing to start at all rather than crashing after opening. Any other info you need please don't hesitate to ask. Yours in hope!
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Stuart Clarke

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and here's the dumpstore link in dropbox. Thanks:
https://dl.dropboxusercontent.com/u/6...
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Stuart Clarke

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Adobe auto-updater prompted me this morning with a massive update download which I hoped would cure my PSE13 ills but unfortunately seemed to make no difference. Therefore tried an install of the Visual C++ Redistributable for Visual Studio 2012 Update 4. that I notice some others are being advised to do and finally this seems to have cured the PSE13 v win10 curse that I have been suffering. Will give a thorough test this evening but on the surface it now seems to be functioning as it should.
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Akshaya Saxena, Employee

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Stuart,

Wonderful to know that your problem is resolved with reinstall of Visual C++ Redistributable for Visual Studio 2012 update.
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Willard Tod Engelskirchen

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I finally got the update to run. Third or fourth try.

I checked and under properties I find the following:

Elements Organizer 13.0.0.0
Core Version: 13.1 (20150130.m.66724)
Language Version: 13.1 (20150130.m.66724)

Current Catalog:
Catalog Name: Catalog PSE 13
Catalog Location: C:\ProgramData\Adobe\Elements Organizer\Catalogs\Catalog PSE 13\
Catalog Size: 68.7MB
Catalog Cache Size: 573.9MB

System:
Operating System Name: Windows 8
Operating System Version: 6.3
System Architecture:
Built-in Memory: 11.9GB
Free Memory: 7.8GB

So, I am running Windows 10. Is PSE 13 running under 8? Have I really done any updates or was the laptop only playing with me?
Help????
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Akshaya Saxena, Employee

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Willard,

PSE 13 is just reporting it wrong. It is running under Win 10.

Thanks,
Akshaya
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Kim Sepahpur

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I too have not had my Premiere 13.0 not working right since I installed Windows 10. I have uninstalled in and reinstalled it twice with no results.

There are two problems so far that I have discovered. First, it tells me I need to update and when I try it gives me the Error Code: U44M1I210. Second, if I save as a Windows Media file, the sound is a high pitch buzz. There may be more problems, but I thought those were enough to seek help.

I have four DumpStore files: Adobe Premiere Elements.ex.6276, Adobe Premiere Elements.exe.9776, PDapp.exe.7424, and PDapp.exe.12068.

I opened the event log which I am including. Any ideas?
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Chris Cox

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That says that your ATI video card driver crashed. You need to check with AMD/ATI for updated drivers on their website.
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Kim Sepahpur

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Thank you Chris. I checked and do have the updated driver. Why would the video card crash in Premiere but not when I use Coral Video Studio?
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Chris Cox

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It depends a lot on how the application uses the video card. For instance, Photoshop (the full version) uses the GPU heavily, and hits bugs in video card drivers that other applications don't - because they don't use the same calls into the driver code. The more GPU/driver functionality the application uses, the more likely it is to encounter bugs in some of that functionality.
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Kim Sepahpur

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So is the moral of the story I just switch to always using Coral Video studio and ditch Premiere? If the video card works for Photoshop, Coral Video Studio, Windows video viewer and all other problems, this seems to make it still a Premiere Elements problem. And why did it work fine until I upgraded to Windows 10? The timing and the fact that the only video dependent software that doesn't work is now just Premiere. Photoshop Elements works fine.

I didn't purchase Premiere all that long ago. I should have guess Adobe would force people into their new subscription plan. If it doesn't allow me to upload updates, it is clear there is no fix for this. Guess it is time to go back to Amazon and let them have an earfull.
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Chris Cox

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No, the moral is that OS upgrades can introduce driver problems, and you need to check with the hardware maker for driver updates, or wait a while after the OS release for things to settle down before installing a new OS version.

This is in no way a Premiere Elements problem, just a bug in the ATI video card driver.

It worked fine because the old driver didn't have that bug, but the driver installed with Windows 10 has a bug in it.

Elements isn't part of the subscriptions - so that has nothing to do with it.

But, again, this is a bug in your video card driver, not Premiere Elements. So an update to Elements wouldn't help. You have to update the video card driver that has the bug in it.
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Philippe Cauwe

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This is patheyic answer from a company like Adobe! Why element 10 and element 12 purchased earlier than elemnt 13 are working fine after installation of Windows 10 and not element 13 even after uninstalled and reinstalled with new download directly from adobe web site??? I said "oathetic"
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Chris Cox

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Because Windows 10 includes new driver versions, and as the crash report shows - she is hitting a crashing bug in that new driver. The driver that was installed by Windows 10 has the bug, where the drivers in Windows 7 and 8 did not have the crashing bug. Older versions of Elements use less of the GPU, and may not call the part of the driver that contains the bug. As applications use more of the GPU, the more likely they are to encounter bugs in the drivers.
Reinstalling Elements won't change the drivers.
So, while you may not like the answer, but the answer is correct.
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Satish Ramakrishnan, Employee

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Hi,
We will have to analyze the dump file that gets generated on a crash to see where the problem originates. To help us, please do the following:
1. Download and run the reg file from this location. https://drive.google.com/file/d/0B442...
2. Create a folder named "Dumpstore" in the root of C:\ drive
3. Let the crash happen.
4. Go to C:\Dumpstore and upload the dump files through dropbox and send us the link for that.
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Kim Sepahpur

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Kim Sepahpur

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Are you not able to open the dropbox link, or is it taking time to find the problem?
Thank you.
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Satish Ramakrishnan, Employee

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HI Kim,
Could you try to do the following and then let us know if you are still seeing the crash?
1. Uninstall Premiere Elements 13
2. Reinstall it.
3. Do not run the 13.1 update (or the Camera RAW update with it)

Do you still see the crash?

Regards,
Satish
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Kim Sepahpur

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I uninstalled and reinstalled Premiere Elements 13 for the third time. I did not run the update. It still saves all my windows media with a solid high pitch squeal instead of the proper sound and will not render the files no matter what I set the scratch disk on. And I keep getting the prompt on my Windows 10 notification that I have an Adobe update.
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Satish Ramakrishnan, Employee

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Hi,
Did the reinstall (minus the updates) resolve the crash issue for you? We will have to look at the other issues separately.

Regards,
Satish
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Kim Sepahpur

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The squeal is not there as long as I don't save it as a windows file. Every time I open the program or turn on the computer it asks me to update. I stupidly try every time but it still only goes to about 3% and then gives me an error message.
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Laurie Lavallee

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Thank you for following up Satish but, sadly, it did not. I ended up installing on my older computer which runs windows 7. It works. I am going to bring my new computer back to Windows and have them uninstall Windows 10. Thank you for your assistance.
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Kim Sepahpur

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I sent the dump log as requested quit a while ago. With no answer and still no ability to install any updates. My choice is to either go back to Windows 8 and have Premiere work or keep Windows 10 with is compatible with every other program I own but Premiere. Seems like the better choice is to dump Adobe. 
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Satish Ramakrishnan, Employee

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Hi Kim,
Please send me an email at sneelaka@adobe.com so I can take this forward.

Regards,
Satish
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Premiere Elements Troubleshooting

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Hello Kim,

We have been trying to contact you via email for some time. Can you please check if the same issues are being faced by you on Premiere Elements 14.1 trial version? This would help us in resolving your issue.

Also, request you to respond to the emails to move ahead with the investigation.

Thanks
Premiere Elements Engineering Team
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Kim Sepahpur

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I am still having the same issues. I know you have my correct email since I was notified of this response by email. I checked my email trash and there was nothing there. I sent an email to your address.
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Tom Casey

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This is pathetic to not have a newly purchased version of APE 13 open on Windows 10 and to not get any communication from Adobe, despite being a registered owner, nor any clear instructions or updates to make it work. I have installed and uninstalled it twice; and twice ran Windows troubleshooter to update it from 8.1 to 10, all without success.
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Chris Cox

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I don't see a previous post on this topic from you. And we have responded to many of the users, where they give enough information for us to respond to.

Without additional information, we don't know why a product that is working for millions of users is not working on your particular system. But Windows 10 has introduced a lot of new driver problems and compatibility problems in utilities and other things that might affect Elements.
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Tom Casey

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I'm not a Sr. Computer Scientist, so your open request for additional information is too vague to respond to. What information? Collected from where? Sorry I'm not one of the millions you claim it works for. My particular system is Windows 10. I also do not know what you are addressing when you claim Windows 10 is introducing new problems - and other things? I have had a couple of earlier versions of Photoshop on 7 & 8.1 and never had Adobe not be responsible for insuring that your "Windows" product worked on the current Windows system.
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Chris Cox

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We don't know about your system. We don't know what else is installed on your system. We don't know what troubleshooting you may have already done.

Again, for most users Windows 10 is working just as well as Windows 8 was. But some people have run into driver problems, app/utility compatibility problems, third party plugin bugs, etc. There is no single cause of problems - there are lots of different problems being seen after upgrading to Windows 10.

There is something about your system causing one or more applications fail to launch. But you haven't given us any information about your system other than the OS version.
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Tom Casey

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Do you work for Adobe? I'm on the same HP computer and have no additional applications now than I did when Photoshop worked on 8.1, and the ONLY application not working is Photoshop, so your singular strategy to pass the blame elsewhere seems fundamentally flawed to me.
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Chris Cox

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The cause of the problem is somewhere on your system outside of Elements -- some third party plugin, extension, utility, driver, etc. Otherwise every Elements user would see the same failure to launch on Windows 10.

If you give us more information about your system, we might be able to help you narrow down the cause of the problem on your system.

What do you mean "same HP computer"? Same as what?
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Tom Casey

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You have not answered whether you work for Adobe, have not been specific about "more information" and "same as what?" Obviously, the same HP that ran Photoshop on 8.1. Adobe Premiere Elements 13 opens - why not Photoshop?
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Chris Cox

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My title on the forum already identifies me as an employee of Adobe.

I can't be very specific - because you haven't told us anything about your system other than the OS version and brand. That's why I'm repeatedly asking for more information. What error are you getting when trying to launch Elements? What troubleshooting have you done? What else is installed on your system that might cause problems (like third party plugins, utilities, drivers, etc.)?
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Willard Tod Engelskirchen

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I called Seagate (the backup drive was screwed up) and H-P. Techs in both places took control of my H-P laptop. When they were done the backup drive was fixed and the H-P problem with a sensor which parks the heads on the drive were fixed. Also PSE 13 worked. I have no idea why. I had also called Microsoft and got nowhere with their people. My wife's next machine may be a Mac.
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Tom Casey

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Other people, such as Jeffrey and Akshaya, identify themselves as employees, not solely a job title. Whatever. As stated, Photoshop does not launch at all, so there is no error message. As others have identified on this forum, it looks like it will (a circle starts circling) and then quickly stops. As stated, Premiere Elements 13 opens. As stated, there is nothing else installed on my system other than the same that was installed when 8.1 opened Photoshop.
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Akshaya Saxena, Employee

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Tom,

As you can see, some of the users are facing issues on Photoshop Elements 13 or Premiere Elements 13 after the machine upgrade to Windows 10. We have tried to help most of them and their issues has been resolved. Some are still pending or work in progress. The problem right now is that we do not have a finite pattern in the issues being seen. So, we do not have a "one-solution-fits-all" available with us.

We need to go a little step wise in order to find out the cause of the failure and resolve it. And for that, we would need your help.

I do hope that you have tried to clear and reset all the preferences for Photoshop Elements 13. If not, try the steps mentioned here to clear those preferences and launch the application once again.

If the problems persists, please provide information about events being reported by Windows through event viewer log. You can view more details about event viewer at this link. Whenever the crash would happen or application fails to launch, an entry for that particular application error would be created in event viewer. You need to copy its details and post here.

As a next step, we would need a crash dump when this error occurs. Could you please help us with complete crash dump when this issue occurs?

Click on this link to download the registry entries file. Once download completes, unzip it and double click on 'WindowsCrashDump-RegistrySetting.reg' to enable required registry settings.

Once these entries are created, crash dump will get created at: C:\DumpStore as you launch the application which is crashing/not launching.

This steps will help us to find out the cause first and then we can work towards resolving them.
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Scott Butner

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As a former developer, I understand the need to find patterns.

But WIn 10 is on how many platforms?

And months into its deployment, you can't figure out a fix?

At the very least, you should have warnings on your download site -- PROMINENTLY POSTED! -- that warn users not to bother if they have Win 10. I spent the whole day downloading across a slow connection, only to run into the warning that the installer was waiting on pending updates (which did not clear upon reboot)>

THese are barely acceptable issues on SHAREWARE, much less an application for which I paid a healthy retail fee for.

As a commercial photographer, I feel hostage to Adobe, but they seem very unconcerned about delivering working software to their customers.;
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Akshaya Saxena, Employee

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Scott,

Let us understand the problems you are having.

This thread is about people facing issues after an upgrade to Windows 10. If your case is different - application not installing on Windows 10, then I would recommend to start a new thread. This would give more focus on your issue.
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Willard Tod Engelskirchen

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I just got an email from Microsoft touting Adobe Photoshop Express. A 'free" app. I have no idea what it can do. The email says it works well with Windows 10.

How about those of us who paid for PSE 13? Mine works now but it took days of effort to get it to work and I really have a trust issue with it.

A problem for Adobe and its credibility I think.
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Chris Cox

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PS Express is a completely different application, so that has nothing to do with this topic.

Elements also works just fine with Windows 10 -- unless you have a specific system with third party problems (like bad drivers, bad utilities, bad third party plugins, etc.) caused by the newly released OS version.
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Akshaya Saxena, Employee

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Willard,

From your recent threads, I think your problem has been resolved. And you have been able to get Photoshop Elements 13 work at your end.

Adobe Photoshop Express is a totally different app. No one is asking you to replace PSE13.

Thanks for checking back.
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Kim Sepahpur

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Since it won't let me put an image in a reply, I am posting this reply to Mr. Cox in re my question above.

There is nothing wrong with my driver and if there is, it is only having a problem with one application: Premiere Elements 13.0. I have gone down the list of apps on my computer from freeware AVI and Gimp to graphics heavy games to my other third party video editor (Coral.) All work.

How can it be something else making my Adobe product not work if everything else is working together? It is the software companies responsibility to keep current on compatibility and at this point it seems Apple, Corel, and even shareware writers have done this or will state they are working on it. Or at the very least, provide a tech support chat room or phone number. If Amazon doesn't come through with a refund, I will be out $80 with nothing more than a "bad driver" cry when that driver works with everything else and is updated. At this point, it is time to take this conversation to Reddit to let other's know not to get on the Adobe bandwagon until they learn to play nice with others.
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Chris Cox

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Yes, there is a bug in your video card driver - it is crashing when you attempt to launch an application.

Only applications that use the part of the driver with the bug will crash - so games aren't likely to hit the same part of the driver as video editors. So far, only one application on your system is hitting the bug in the driver, but other applications could hit it if they called the same driver functions. And the application is quite clearly crashing in the driver code where it did not crash with the older driver.

You didn't change the Adobe product, all you changed was the OS version. But the new OS version comes with new versions of drivers -- and we have already seen that many of them have problems and needed immediate updates to fix bugs in the drivers.

AMD has already fixed quite a few bugs in their driver software for Windows 10, but you have to go to AMD's website and download the updated driver. We can't download and install the new driver for you. And it will probably be months before Microsoft picks up updated drivers. You have to go to AMD's website, download and install the driver update yourself.

It is possible that the bug you are encountering is something that AMD has not fixed yet -- in which case you would need to contact AMD so they can get additional information they need to determine why it is crashing on your system, so they can get the problem solved quickly.

This is not an issue of Applications staying compatible in any way - this is just a bug in your video card driver. That driver bug has to be fixed by the video card maker in an updated driver, then you have to download and install that updated driver.
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Kim Sepahpur

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Chris;

For starters, perhaps you didn't look at the picture. I have contacted AMD. I have downloaded the current driver - all by my little ole self, and that AMD driver works well with other video editors.

Since I hate poor customer service, this problem has become a sticking point with me. So for grins, I installed AVS Video Editor and Lightworks today. If you add those two to the Coral Video Editor I have from work on my machine, I now have three video editors that work with my AMD driver and Windows 10. Perhaps their programs don't work with that magical part of the driver your Adobe needs. I did the same thing to the same video in all four software apps. ONLY Premiere messes up.

Secondly, how is a bad video card driver keeping me from installing Premiere updates and gives me the lovely Error Code: U44M1I210? Do you have little bunnies and puppies that entertain people while their new updates download and need that magical driver part? Most updates work in the background and shouldn't need the video card to do anything but show the update is done. And how graphically heavy does that have to be on a video card.

Recap: My AMD driver is updated and for good measure I updated again just in case. Coral Video Studio works with Windows 10 and my AMD driver. AVS Video Editor works with Windows 10 and my AMD driver. Lightworks (which is excellent for a Freeware by the way - I'm getting their pro version) works with Windows 10 and my AMD driver. And Adobe has gotten to big for their britches.

For anyone who got here by googling Does Premiere 13 work with Windows 10. My vote is for NO. Apparently Windows 10 needs a very very special video card driver that just doesn't get a long with Adobe.
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Chris Cox

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I did look at the picture - but it tells us nothing useful except that you ran AMD's auto updater.

You reported a crash in the video card driver, so you either have to update that driver to pick up bug fixes, or work with the GPU vendor to get the bug in the driver fixed (they may still need more information to fix the bug affecting your system).

No, your other apps are not using the same part of the video card driver, or they would crash in the driver as well.

You didn't crash in PRE, you crashed in the video card driver.

The updater error code is because it cannot find a file that it needs to update - something has been deleted or modified outside of the installers/updaters.

Just because your system is not working, does not mean that it is not working for everyone else (because it is working for the vast majority of users).

This is not an Adobe issue. This is just a bug in your video card driver that was introduced when you installed the new OS version.
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Satish Ramakrishnan, Employee

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Hi Kim,
We will analyze the dump file that gets generated on a crash and then see where the problem originates. To help us understand the problem, please do the following:
1. Download and run the reg file from this location. https://drive.google.com/file/d/0B442...
2. Create a folder named "Dumpstore" in the root of C:\ drive
3. Let the crash happen.
4. Go to C:\Dumpstore and upload the dump files through dropbox and send us the link for that.
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Kim Sepahpur

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Philippe Cauwe

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This reply was created from a merged topic originally titled compatibility element 13 with windows 10!.

element 13 does not start under windows 10! it was working under windows 7. Element 10 and 12 also installed do not show any start problem! I ahave already uninstall and re-install elemnt 13!
Please help!