Premiere Elements: crashing and lost work

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  • Problem
  • Updated 7 years ago
  • (Edited)
Premiere 9. Spend three days making a film, saving all the time. Go to play it, Premiere crashes and restores to the version two days and thirty saves ago. Adobe have taken a step backwards with this pile and of course they make it impossible to give feedback. £130 down the drain.
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Mark Eagleton

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  • really angry

Posted 7 years ago

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Jackie Lincoln-Owyang, Senior Photoshop Quality Engineering Manager

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Mark: I have forwarded your issue to the Premiere Elements team. A team member will be in contact with you to follow up. Thanks for taking the time to report this.
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Satish Ramakrishnan, Employee

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Hi Mark,
Could you please let us know the following please?
1. Do you have 9.0.1 update installed? (Help->Update). This takes care of wrong warnings and errors for some graphics cards.
2. Do you get any driver warnings/error during launch?
3. When you say "Saving all the time", do you mean the application Autosave? Or are you explicitly doing a Ctrl+S or using the Save button?

Could you send us the crash logs from your machine? An entry in the registry enables this logging. The registry change that you need to make to enable the crash log is as below:
Registry : 'HKCU\SOFTWARE\Adobe\Premiere Elements\9.0' Create a DWORD and call it 'CrashLogEnabled'. Set the value to 1

The registry change enables the Adobe Crash Reporter. The crash logs are sent to Adobe via the Adobe Crash Reporter on pressing the submit button. There is also a local copy of the logs available in the PC at the below mentioned location. (Start -> Run and paste the contents within quotes)
"%appdata%\Adobe\LogTransport\Logs\Archive\Adobe Premiere Elements\"
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Satish Ramakrishnan, Employee

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Please send the logs to prehelp@adobe.com.
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Mark Eagleton

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Hi

Thanks for coming back to me - it is really appreciated:

1. Do you have 9.0.1 update installed? (Help->Update). This takes care of wrong warnings and errors for some graphics cards.
- No. I have 9.0. I downloaded the programme last week, so thought I would get the lastest version. Do I download this from the Adobe site?

2. Do you get any driver warnings/error during launch?
- No, none whatsoever.

3. When you say "Saving all the time", do you mean the application Autosave? Or are you explicitly doing a Ctrl+S or using the Save button?
- Having been schooled in the unreliability of early Windows, I save explicit quite often. Ctrl + S, or clicking on the Save icon.

Registry things to follow - not totally confident about doing things in the Registry ... or even how to.
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Mark Eagleton

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OK, I have no idea on how to update the Registry, I've found it, but I really have no idea of what you mean by 'Create a DWORD and call it 'CrashLogEnabled'. Set the value to 1'
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Mark Eagleton

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OK, worked it out and have set it up, now onto the next part.
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Satish Ramakrishnan, Employee

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Please click on Help->Updates and you should be able to download the required updates. That will automatically download it from Adobe's site.
If you want to do it manually, the link below will help.
http://www.adobe.com/support/download...

The crash logs will help us in identifying exactly where the crash happens. To get them, please follow the steps below:
1. Go to Start -> Run
2. Type "regedit" (without the quotes)
3. In the resulting Registry Editor window, expand Computer, then go to HKEY_CURRENT_USER. Expand this and then select "Software" -> Adobe -> Premiere Elements -> 9.0.
4. Click on 9.0 and to the right hand side of the window, right click on an empty area and select New -> "DWORD (32-bit) Value"
5. Name this entry as "CrashLogEnabled"
6. Double-click on this new entry and set the value to "1" (again, without the quotes)

From now on, you can perform the same set of steps and if that results in the crash, you should see a Adobe Crash Reporter window opening up. This window has fields to enter the steps and e-mail ID etc. Press the "Submit" button in the bottom

Once done, please go to Start -> Run again and enter the following (with the quotes) into the Run bar:
"%appdata%\Adobe\LogTransport\Logs\Archive\Adobe Premiere Elements\"
Go to the 9.0 folder and send me the files, zipped preferrably to prehelp@adobe.com
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Mark Eagleton

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Now what - it's set - how do you get the crash dumps?
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Satish Ramakrishnan, Employee

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Try the same steps that result in a crash on your machine, and then send the logs to me.
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Mark Eagleton

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Didn't crash again after the load of 9.03 ... well not like this, it crashed on something else.
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Satish Ramakrishnan, Employee

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Could you send us the logs for the crash at prehelp@adobe.com? Please mention the steps that you performed last before the crash.
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Mark Eagleton

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Crash Log sent
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Mark Eagleton

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Hi

Sorry for the quiet period, but I was sent all over the country on my job for six weeks and lost the will to battle with Adobe for a while with a new version that's not as good as the old one.

However, I have followed the advice/suggestions and changed the font face, using Arial (about as universal as can be) and, yes, it did work. I changed the first title to Arial and left the next one one the same cursive font and the film rolled over the first one fine, then crashed on the next one. When I changed that one to Arial too, it run over that fine and dandy. So, end result is, thanks very much for the suggestion of changing the font, it's a step forward.

I still feel agrieved that I can't edit old films made on V2 of Premiere because (a) I can't use the same fonts and (b) the old film has more than 25 chapters, which used to be allowed. Maybe Adobe will release a fix.

Best wishes to one and all.
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Mark Eagleton

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OK, darn and dash it all (language changed for public viewing), it's still crashing, despite using 'safe' fonts. Crash reports a-plenty have been sent. Honestly, it's a one-hour film and, taking away the time I've been on the road, it's taken eight weeks so far.
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Premiere Elements Troubleshooting

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We are analyzing this logs that you have sent and we will get back to you with the results soon.
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Premiere Elements Troubleshooting

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Hi Mark,
Could you please let me know the version of the product as shown in Help->About Adobe Premiere Elements
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Premiere Elements Troubleshooting

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The following information will also be helpful to us:
1. Memory usage of PRE just before the crash happens.
2. Number of titles used in the project
3. Types of still titles (fonts etc.)
4. System configuration (Type Start->Run and type in msinfo32.exe; Go to File->Export, save as a txt and send the file to me)