Display issues when importing files - green lines

Forum|Forum|5 years ago
October 4, 2020
3 replies
1355 views

I have bought and downloaded both Photoshop Elements 2020 AND Premiere Elements 2020 and installed both on a brand new laptop Running Windows 10. All No problem with Photoshop Elements. However when I wanted to use Premiere Elements and imported a simple MOV file from my camera’s SD card, the play back screen was filled with green lines. Now, I have tested the same file on both Power Director Pro 18 - on the same computer, without any problems, and on VLC media player PLUS on Premiere Pro, also without any problems. So the file is not corrupted. Then I uninstalled Premiere Elements. Re-installed it, and ran the latest 18.1 update as well - and guess what: there where still green lines all over my play back window.
Let me point out that the computer is brand new, running an Intel i7 processor and a Nvidia Geforce RTX2060 graphic card, all updated with the latest drivers – as is Windows 10.
However I can see that many other users has the same problem on your Adobe Forum - and most are new entries. Any suggestions ? An official Adobe input would be much aprreciated - as well as constructive, tested ideas from everyone having experienced the same issues.

Error or problem

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AnubhavJain

Adobe Employee

Hello,

Can you please share the screenshot of the problem you are facing? Also, please share the file behavior on the default windows app, whether you are seeing a similar issue there also.

Thanks,

Anubhav

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burgis66Author

Participant

Please find screen shots of the same videofile (SD card, Nikon camera, MOV file) as seen in Adobe Premiere Elements 2020 (green lines), PowerDirector18 (normal), Windows player (normal) and VLC player (normal)
Best Regards

Ann Bens

Community Expert

not going to experiment with rolling forth and back different drivers.

Then is might be the end of the line. Consider asking your money back.

Green lines usually means updating or rolling back graphics card driver.

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Bill Sprague

Community Expert

You can't get an 'official' answer here. This is a user to user forum. With the current version you can start an online chat with Adobe techs from the Help Menu. The Online Support choice will take you to a website to start the chat.

Based on some other posts from other users, the green lines appear to come from a mismatch between the Premiere Elements code that is a year plus old and Intel graphics drivers that are newer. The fix in some recent posts have been to 'roll back' the driver using the operating system.

If history repeats itself, the next version ('2021') will be released in the next two or three weeks.

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burgis66Author

Participant

Hello and thanks for your kind respond. However, I have already read the earlier posts, and I am simply not going to experiment with rolling forth and back different drivers, simply to try to work around the fact, that Adobe seems to be ignoring a problem, that seems to affect a lot of users. (Presuming this is an Adobe issue). My comment about “an official Adobe” comment, was not made because I didn’t realize that this is a user forum, but was made in the naïve thought, that Adobe specialists from time to time might check this forum, and take action on actual problems. I have already been online with the support in a chat that went on for a very long time, going through two different supporters, ending up in a dead-end street, when the actual specialist (person no. 3), were not there during the week-end. But honestly, I didn’t have energy to start a new support chat from scratch the upcoming Monday. So problem is still there, but I understand from your answer, that in a few weeks I will have the possibility to pay for a 2021 version update, having owned this 2020 version for three weeks. I had hoped for an update fix from Adobe instead. But still: thanks a lot for taking time to help, and to try to solve the problem.

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