Premiere Elements 12 start problem - an incompatible display driver massage

  • 4
  • Problem
  • Updated 2 years ago
  • (Edited)
After installation Premiere Elements 12 will not open, only displays massage “We have detected an incompatible display driver”. I have updated driver for RadeonTM HD6770M but the problem persists. I do not have this issue with Premiere Elements 9. Please help me to resolve this issue so I can use newly bought software.
Photo of Maria Czarzasty

Maria Czarzasty

  • 6 Posts
  • 0 Reply Likes
  • frustrated

Posted 5 years ago

  • 4
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 818 Reply Likes
Did you update the driver from AMD's website?
And that's a mobile GPU, do you have a secondary GPU on the system?
Photo of Maria Czarzasty

Maria Czarzasty

  • 6 Posts
  • 0 Reply Likes
Hello Chris,
Yes I updated driver
No, I do not have secondary GPU

------------
DxDiag Notes
------------
Display Tab 1: No problems found.
Photo of Maria Czarzasty

Maria Czarzasty

  • 6 Posts
  • 0 Reply Likes
Hello,

Obviously something is missing in PR Elements 12. I wouldn’t buy this product knowing that I will not be able to open it.

I am still waiting for solution from Adobe Support, please help...

I did everything what I could found online forums. (Except messing with BIOS settings)
- Updated video cards drivers
- Set to “High-Performance GPU” in Catalasyt for application exe and gpusniff.exe
- Added “run as administrator” privileges
- Each time before trying to run the application I removed BadDriver.txt file

My laptop specification:
Product name: HP Pavilion dv6 Notebook PC
Intel(R) Core(TM) i7-2630QM CPU @ 2.00GHz
System memory: 8GB
Memory slot 1: 4GB SODIMM Samsung 1333MHz
Memory slot 2: 4GB SODIMM Samsung 1333MHz
Windows 7 Professional 64-bit Service Pack 1
Intel(R) HD Graphics Family 8.882.2.3000 (30/09/2011)
Radeon (TM) HD 6770M 8.882.2.3000 (30/09/2011) (newer updates are not available)
Photo of Douglas Daniel

Douglas Daniel

  • 3 Posts
  • 0 Reply Likes
I have the same problem. Live chat said my issue was too complex, they couldn't help me. I have a similar setup as you except with an i7-2675QM CPU and Radeon HD 6490M. I've never had a version that wouldn't even install! Usually it's at least a few days before it starts crashing!! LOL...sort of.
Photo of Douglas Daniel

Douglas Daniel

  • 3 Posts
  • 0 Reply Likes
I got it. A variation on the steps in the reply below did the trick! Woot!
Photo of abhishek Kapoor

abhishek Kapoor, Employee

  • 4 Posts
  • 1 Reply Like
Please try following Steps :

change Intel drivers to built in dispaly drivers
1.Open Device manager and expand display adapters
2.Right click on Intel® HD graphic and choose update drivers
3.In Update driver software wizard choose second option (Browse my computer for driver software) and click on next
4.In next screen choose second option (Let Me pick from a list of device drivers on my computer)
5.In next screen you will get a list of display driver choose Standard VGA Graphics Adapter and click on next
6.Reboot your computer
7.After reboot adjust the screen resolution by right clicking on blank area of your desktop scree > Screen Resolution

Launch PRE 12 if it works then problem is with Intel driver.

to update Intel drivers we need to check system information please Upload system information of your computer

Steps for Generating MS info:
1.Go to the Start button
2.Select Run... (or press Windows Key + R)
3.Type msinfo32 and click OK
4.While viewing the System Summary node go to File then Save (Please do not use Export)
5.Save your MSINFO32 report as msinfo32.nfo on your desktop
Photo of Douglas Daniel

Douglas Daniel

  • 3 Posts
  • 0 Reply Likes
Thank you! This did the trick. I varied some from how you did it here but it's working! I let Windows search for a new, non-generic Intel driver. I had to disable my Radeon graphics card and use the onboard Intel graphics to make it work, I think. Is that what happened? Is this not compatible with Radeon? I always used NVidia in the past. Adobe is once again running sweet. Now to try to salvage a project I worked on for a year from a different computer that was running Elements 8. I hope it works.
Photo of Maria Czarzasty

Maria Czarzasty

  • 6 Posts
  • 0 Reply Likes
Hello,
When I selected (point 4) second option (Let Me pick from a list of device drivers on my computer) I received “The best driver software is already installed”. Obviously running PRE 12 application wasn’t possible as before. When I was searching web for solution I realized that I am not the only one with similar issue. I hope that update to this software (soon) will solve this problem.
Photo of Paul Stevenson

Paul Stevenson

  • 1 Post
  • 0 Reply Likes
I just had same problem on my HP Pavillion DV7 & Premiere Elements v12. Looking at your spec above, you DO have dual GPUs - Intel HD Graphics (lower performance-on board) and Radeon HD6770M (higher performance - display adaptor). You DO have the latest drivers too. To fix this problem, you DO need to enter the BIOS (press F10 repeatedly on start-up until BIOS screen appears). press Right Arrow & select System Configuration. Press Down Arrow to select Switchable Graphics Mode. Press Enter and select 'Fixed'. Press F10 & select Yes to Save settings & Exit. This should do the trick. You WILL need the latest BIOS from HP to do this.
You can find all this info by 'Googling' "Official HP Statement on Switchable Graphics & OpenGL Functionality" (Sorry, I do not have the link here but that will guide you to it)
Photo of Maria Czarzasty

Maria Czarzasty

  • 6 Posts
  • 0 Reply Likes
Thank you very much Paul. I finally got around to going into the bios and followed your instructions to your solution. It worked easily. I am now able to use Premiere Elements 12. I hope these solutions helps anyone else having similar issues.

Thank you so much Paul
Photo of Nico Pralle

Nico Pralle

  • 1 Post
  • 0 Reply Likes
I have the same problem since i connected a secound screen to the onbord Intel HD 4000 onbord GPU.
But the solution as Paul sad is not working in my bios.
It should be that, the problem starts with the combination from gpu + onbord Intel HD 4000 gpu.
How can i fix it?
My motherbord is the Asrock Z77 Extrem 4
Motherbord Link: http://www.asrock.com/mb/Intel/Z77%20Extreme4/index.de.asp