Premiere Elements 10 (64) - crashes at start-up on windows 7 64 bits

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  • Updated 4 years ago
Greeting,

Il just bought Premier Element 10 I just can't make it work.

When I press on New Project from the welcome windows I see the bar searching then nothing happens, same thing when I try to Open a Project it searches then nothing happens.

When I try to open open it from the organizer wether creating a new project, or opening with a nvideo I get a windows error saying Premiere element stopped working with no other relevant information and ask to close the program. Same problem if I open a project (from Premiere Element 6)
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Papikian

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  • frustrated

Posted 6 years ago

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freedomrydr

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I have the same issue. Just installed Win-7 Ultimate 64-bit, now my APE-10 does not work. I downloaded and reinstalled a new APE-10 x64 along with the PSE-10 x64 apps. The PSE-10 works fine, APE-10 will not start. Sometimes it just sits, other times it generates a popup saying 'APE-10 has stopped working', but not 'why'. It provides a link to the error log file, but the file is unreadable by any software I have, so I have no way of knowing what is causing this new problem. This happens with both NEW project, or OPEN project buttons. The Organizer button works fine.
APE-10 worked fine with Win-7 x32. Obviously I am not the only one with this problem and it appears to be related to W-7 x64. HELP?
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Papikian

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I finally was able to install, the problem was a wrong video driver on my laptop. Apparently desktop and laptop video drivers are not always the same for a same product.

I am not happy with Adobe support, there is no help, I guess next time I will try to find another alternative to their products !
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freedomrydr

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I have tried that. It is the same driver for 32-bit and 64-bit. It worked with my 32-bit PrE-10, but will not work with 64-bit version.

It is very annoying when an app fails to run or generates errors, but does not tell you what is causing it! With all the technology, why does Adobe not have this ability, as many other apps do?

'Support' seems limited to the forums. Suggestions are great but direct tech support would be better. Hard to get with Adobe, to be sure!

I have had to start new projects using Cyberlink Power Director, which has no such issues (and is actually a better app with far more features!) I just do not like paying for an app that does not work!
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John Rutter

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I seem to be having the same problem. Had installed PSE-10 and PRE-1o on my Windows 7 64-bit Toshiba laptop. Organiser works,. Photoshop works. Premiere goes through application initialisation and then just disappears silently.

It does this whether run directly, or from the organiser. No error messages, no indications, just a period of looking like it is starting and then nothing.
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Brett N, Official Rep

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This does not describe the same behavior above. Papikian describes an error message appearing. The end result may be the same (Premiere Elements is not running), but the path between launch and fail is different and likely results from a very different source issue.

Have you checked the Windows error logs?
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John Rutter

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I checked event viewer and looked for any log files - there wasn't anything that I could see and this help forum didn't point me at any particular locations for additional information.

Accept that it is different to the above error, but the same end result; it does not run,
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Brett N, Official Rep

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Because there is no Windows error report (which meshes with the fact that you have no error message), we don't have a lot of information to point us toward a cause or solution. Is the PRE EXE running in Task Manager after the screen disappears?
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John Rutter

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Have tried uninstalling and reinstalling Premiere Elements 10 but that made no difference at all - much as I'd expected.

The startup screen is available, the Organiser can be run, but no joy when using New Project, Open Project or edit from Organiser. Get through list of initialisation and loading components, then the app just vanishes with no error message or other indication at all.
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Brett N, Official Rep

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I'm sad that you are only being given that much advice from this individual support agent. I would hope for a more than just a single long shot given as some sort of panacea. More than one option should be provided each time unless there is a known solution. Do you have a case number?
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John Rutter

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The case number raised for this is 0183639809
That hasn't had any response since I took the suggested actions. If you could look at that for me, that'd be really useful.
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Brett N, Official Rep

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It looks like the agents on the case sent you an email this morning asking you to call them. Did you get that message?
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John Rutter

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Now that I am home, I can try following up on that
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John Rutter

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Well that didn't help in the end. Two attempts by helpdesk agent trying to download updated Intel drivers, which weren't compatible. That took best part of two hours, given slow countryside network access I have to put up with :-(

Then told I should call Toshiba and tell them to provide updated drivers. Yeah, right.

Did then find the Tosh-specific drivers on their web site, only to find (as Windows reports) that my laptop already has the latest available drivers installed.

Not sure if it is definitely a driver problem, though imagine that is the most likely cause, but the application does not report any errors - it just vanishes!
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John Rutter

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Have now raised this as a case with Adobe - online chat session asked me to enable the administrator account, run the application from there and see if it behaved differently (it didn't, btw).

Admin account on windoze 7 can be enabled and disabled with the commands:
net user administrator /active:yes
and
net user administrator /active:no
respectively

What may prove helpful is being told that logging is written to the %temp% directory (such as c:\users\administrator\appdata\local\temp) and looking there I can see an amt3.log file written when trying to run Adobe Premiere Elements.

Providing info from that file might now determine why it doesn't run properly. I hope.
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Brett N, Official Rep

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Attempting to run an application in the Administrator account is only a single test and if it works tells us very little about the problem. Basically, if it had worked it would tell us that either there is a setting in your normal user account that prevents Premiere Elements from working (as an Administrator account that has never been used before will have all default settings) or the problem was related to file permissions.

However, it failing to launch in the Administrator account doesn't entirely rule out either of these possibilities, it just makes them more unlikely.

The amt3.log is a licensing log. If a licensing issue is the cause of this problem you wouldn't likely see the behavior you are seeing. It is possible a solution could be found in this file, but it is unlikely.
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John Rutter

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Again, accept that this was a single test. It is what the support agent asked me to do, before investigating further. As I knew my existing account had admin rights, I would've been surprised if this made any difference but still needed to run it just in case (users are known to be wrong about such statements, after all).

I was not to know if the problem is licensing related or not. That is the only log file I have seen and the only additional input I could provide to the ticket.

It is nice to see that you have commented on this thread, as a member of staff, but I'm afraid all you seem to have told me is that I have done nothing useful. You don't appear to have provided any suggestions as to what may actually be going wrong. Any chance you can provide help on that, or where else I can look for error information in the system?
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Brett N, Official Rep

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Going down through your posts, I'm just adding commentary on the steps you've provided. I don't know your experience level, but the responses are for everyone else who visits as much as they are for you. Because there are several posts with different information, I'm responding to each post on it's content only. Further down I provide suggestions.
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John Rutter

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Commentary is useful, as it the responsiveness and fact you are providing input, thanks.
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freedomrydr

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Is this command run from the search box or a DOS prompt?

I have tried running the app as Admin and like you, it did not work.

Thanks
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John Rutter

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Ah, that command should be run from a command prompt, that had been run in administrator mode itself (right-click option on the 'command prompt' or 'cmd' link from start menu).
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freedomrydr

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I ran it in DOS and it loaded successfully.

Ran APr-10 again, and got the same.
This is all I get after clicking NEW PROJECT or OPEN PROJECT

This screen just hangs here, the striped progress bar 'scanning', supposedly 'gathering user information', but the app never opens.

I don't know if this code will open the image, but basically, it is just as I said above. Same with CS6 Premiere
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Brett N, Official Rep

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I'm not sure I understand this comment. Do you mean you ran the command above in the Command Prompt (DOS?) and it worked successfully (which means the hidden Administrator account has been activated or unhidden).

Then you tried running PRE in the Administrator account and it still didn't work?

Well, that is not a very likely solution to the issue, especially if the application has not run in the past, as I was telling John above.

If both Premiere Elements and Premiere Pro are not working on the same computer, it is likely the result of the same source issue, as the two program share a great deal in how they work. I.E. whatever fixes one will fix the other.

Both of you should focus on working through the documented steps here: http://helpx.adobe.com/x-productkb/gl...
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freedomrydr

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BTW, Adobe monitors deleted my previous post when I told the truth about their product support and suggested another app that actually works (better)!
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Russ

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After many problems and much research, I used this procedure and got Premiere Elements to run on Windows 7 64:

http://orbisvitae.com/ubbthreads/ubbt...

Hope this helps someone.
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reed miller

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y'all keep hammering,,i've been trying for a year off and on to get my 10 to work,so hacked off.not overly savvy computer tech talents,which has'nt helped.all more savy people ,just basically scratch their heads and say your screwed!what a disappointment,.only modest help from help desk.so fed up!!!! all have fun!
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freedomrydr

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Upgraded to APE v11- Still the same issue, and no help from Adobe. Finally gave up and went back to Cyberlink Power Director.