steveg0705
Community Beginner
steveg0705
Community Beginner
Activity
‎Apr 05, 2019
04:25 PM
Yes, it was an Adobe rep, Anthony Jones, he was awesome and very patient. He helped me isolate the videos that were causing me problems. The bios thing was my guess based on the memory error. I am not a computer guy at all, I got lucky.
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‎Apr 05, 2019
12:55 PM
After working with a great customer support rep we narrowed the issues down to videos that were created with my phone, a Pixel 3 XL, which was a great start. Looking at the error generated and subsequent one it looked like a memory issue. I ran a mem test, but it came back clean, so next I went into my bios and changed the setting on my CPU from performance to standard which, has a direct effect on memory timings. I can now edit the videos from my phone.
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‎Mar 31, 2019
05:53 AM
What are you talking about? Its a customer service department, they need to be available when they advertise so-as not to waste the customers time.
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‎Mar 30, 2019
10:31 AM
I've tried to get a hold of chat, but they're closed every time I go there Video was taken with my pixel 3xl, 1080p, transferred to the computer 147 GB free on my C: drive, 491 GB free on my scratch drive
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‎Mar 30, 2019
10:27 AM
OK. You got a chat agent at 2:42 AM PT Saturday morning? They're open when they're not supposed to be then? makes perfect sense.
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‎Mar 29, 2019
10:10 AM
When I press play or manually drag the cursor to preview my work Elements 2019 crashes Event log Faulting application name: PremiereElementsEditor.exe, version: 17.0.0.0, time stamp: 0x5b88d238 Faulting module name: mc_bc_dec_avc.dll, version: 10.3.16.9707, time stamp: 0x59dd3688 Exception code: 0xc0000005 Fault offset: 0x00000000000d943b Faulting process id: 0x534c Faulting application start time: 0x01d4e6474d9dae4e Faulting application path: C:\Program Files\Adobe\Adobe Premiere Elements 2019\PremiereElementsEditor.exe Faulting module path: C:\Program Files\Adobe\Adobe Premiere Elements 2019\mc_bc_dec_avc.dll Report Id: 88bee402-e2be-4ec6-acb0-32d2ac4beff9 Faulting package full name: Faulting package-relative application ID:
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‎Mar 29, 2019
10:07 AM
The adobe chat line has been closed since I checked yesterday, near as I can tell it's most defiantly operating hours Account or product support Sorry, we're closed. Please visit again Sunday 6pm–Friday 7pm PT Or try these options Adobe forums
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