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scottishkennyg
Known Participant
January 11, 2020
Question

Adobe Premier Elements 2020 Not Responding

  • January 11, 2020
  • 6 replies
  • 3365 views

Hi ,

The above software is now freezing and failing to respond. I am basically attempting to add more media to complete a short film. The software loads up and allows me to select the media (MP4 files), transfer to project assets, then when I move clips to the story board the loading screen appears and after about 12% it stops, freezes then fails to respond. I have allowed the programme to run to see if it will operate but it just freezes and when I exit a message confirming that an encountered problem has been reported to microsoft.  I have also tried a complete restart to the movie and the same things occurs, I have ran malware and scan checks for any rogue files and found nothing. When I am running the programme there are no other apps running.

My PC is operating windows 10 and is up to date.

Can anyone explain why this expensive software has started crashing?

Can anyone help or advise on how this problem can be rectified or how I can get a refund?

Thank you for any help. Cheers 

    This topic has been closed for replies.

    6 replies

    M
    Mikko27847133btow
    Participant
    March 20, 2023

    I had almost similar problem with APE21. Solution: I tested seperately all MP4 files from the storyline and the first one didn't run even in my W10 22H22 mediaplayer. So, the file is someway damaged or othewise unstandard. I downloaded it from YT and have not yet figured what is the problem. So, APE21 is ok, the problem was the MP4-file. Mikko Hamunen - YouTube

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    defaultgnwmj3bgp1xk
    Participant
    January 26, 2021

    This has been my experience despite making sure everything is up to date and increasing RAM to 32GB I have tried several less ans less compicated projects down to having just one video.  I'm done with Premeire Elements.  The early Elements 1 and 2 were difficult and would crash when the projet size was large. This is beyond the pale.  Just whn I get encouraged, it lets me down.  Also, when adding *.HEIC files, despite having the extension for Windows, not all would come in.  For example, I clicked on HEIC in the Supported Files drop down menu, the program would pop up all of the eligible files, I would click on one and Elements would put up the box that I need the extension.  This is far mor difficult than it should be.  I'm done.

    D
    dd1947
    Inspiring
    January 27, 2021
    Been thinking same thing. What are you going to?
    D
    defaultgnwmj3bgp1xk
    Participant
    January 29, 2021

    I bought Corel Ultimate 2020.  I spent the extra $20 bucks more or less just in the off-chnace that I ended up with an issue in the less expensive program and then doubt the program. 

    One of the issues with Elements was the blacked out thumbnail in the Project window but I converted those corrupted MOV files to MP4 with a 3rd party program.  Now no black thumbnails. 

    But as to the slowness, the freezing etc. of Premiere Elements, none of that has presented itself in the Corel program.  Am now very very happy that I can at least learn the program and work on projects without the program feezing.

    I am curious why these Premeire Elements problems aren't ever mentioned or discussed in the software reviews......?

    Mohammad Tahseen
    Adobe Employee
    Mohammad Tahseen
    Adobe Employee
    May 12, 2020

    Could you please share the complete system details with us. You can open command prompt and run following and share the systeminfo.txt file generated with us. 

    systeminfo > C:\Users\<Username>\systeminfo.txt

     

    Also, when the product freezes, could you just open the Task Manager, go to Adobe Premiere Elements Editor, right-click and click Create dump file. This will create a file in the temp directory with .dmp extension. This file is going to be in few GBs and you can share that file using Dropbox or any other file sharing medium. That dump file will help us debug the issue more accurately. 

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    scottishkennygAuthor
    Known Participant
    July 3, 2020

    thank you will try this route..

    D
    dd1947
    Inspiring
    May 3, 2020

    I have had similar problem on random projects. I found a suggestion previously to cut a frame or two off the project and it would solve the problem. And that has worked for me several times.

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    scottishkennygAuthor
    Known Participant
    May 4, 2020

    thanks for reply, will try that.. losing patience with the software...mind you some of my prblems could be operator error on my behalf as well.but in fairness did not have any problems with the earlier version hence the ill feeling toward this so called imprved upgrade..cheers.

    B
    Community Expert
    Bill SpragueCommunity Expert
    Community Expert
    January 17, 2020

    "How has APE2020 been performing? Very interested if the developers have been working things out... Do you know your version number?

    I've not had any performance issues editing 4K footage on an i7 laptop with 16GB of ram.  I'm not sure I can get H.265 footage working yet.  The only update since release was a week or so ago.  The version number remains "18.0" but the "build number" changed. 
     

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    scottishkennygAuthor
    Known Participant
    January 22, 2020

    Hi, yes I have managed to complete a basic video recently without any major issues. I also managed to find the about adobe icon which confirmed the same version details as you have kindly posted. 

    I will keep the post updated as things progress.

    thanks and ATB. Kenny

    S
    Steve Grisetti
    Legend
    January 12, 2020

    When you say "has started crashing" do you mean that you used it for a long time without it crashing?

    Does it crash when you start a new project and load something light -- like a few photos -- to the timeline? It could be something inherent in the MP4. Is this video clip from a camcorder or some other source? If the program runs fine when you add five or six photos to  a project but crashes when you add this MP4, that tells you that the issue lies in the MP4.

    As for refunds, if you bought the program from Adobe and it's been less than 30 days, you should contact Adobe for a refund. This is a user to user forum.

    https://helpx.adobe.com/sea/contact.html?step=PRE_adobe-id-signing-in_stillNeedHelp

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    scottishkennygAuthor
    Known Participant
    January 12, 2020

    Thank you for the reply.

    Yes, I had been using the software previously without any issues. I have been using the same media gopro mp4 files and there has been not any additional hardware or software updates or changes. I do not suspect a corrupt or inherent to the media files as they work perfectly when viewing separately.

    I was just wondering if any other user has experienced similar problems and how have they overcome them.

    In the meantime I am going to uninstal the software then reinstal it to see if this will  make any difference. 

    I will attempt to contact Adobe support when they are next open too.

    Thank you for any help or advice.

    P
    Paul Longson
    Participating Frequently
    January 14, 2020

    Just so you know. I was excited aboute APE2020 and purchased the program. It ran SO POORLY I filed for a refund. I had the SAME issues as you...freezing, locking up and "Not Responding". I got NO HELP from Adode and although this forum tried to help, nothing worked. I have a new PC designed SPECIFICALLY for video editing, so Adobe cannot blame my machine. I also run two other vid processing programs with NO issues!. APE2020 is just NOT ready for prime time...

     

    I really love APE2020 and I'm anxiously awating the developers to get the bugs out before I get back into the ring.

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