No video playback

Question

Hi, a couple of months ago I upgraded from PSE '14 to '22. Used only the Organizer and Photoshop so far, everything works. Now I tried to edit a video and the welcome screen just shows a black screen. I googled the problem and tried a host of suggested solutions, to no avail. Can anyone help? Much appreciated!

Some details:

- the video is an MP4 from my Canon R6 camera, 4K/50fps. The manual says the camera records in either H.264 AVC or H.265 HVEC. Both should be compatible with PSE I guess

- my operating system is Windows 10 and meets all the system requirements for PSE 2022

- I have deleted all files from the Media cache

I thought it could just be that 4K/50fps is a little too heavy for my (relatively) old HP laptop, so I imported another MP4 video which is just Full HD/25fps: same black screen. Tried a 4K video from my IPhone X: same.

Here's two remarkable things:

1. I can play all of the above mentioned videos in Elements Organizer without any problems

2. When I import the 4K/50fps video into Premiere Elements and place it in the timeline, it shows a thumbnail of the first and last frame. I tried to export a frame grab from the last frame and the screen did show a preview but I got an export error anyway. So it looks like the program can "read" and show the contents, but for some reason or other just does not play it on the welcome screen.

I'm out of options to try and hope someone here can provide the solution. Thank you very much in advance for your help.

Best regards

Sven

Sven26870580fwca · Accepted Answer

Dear John,

thank you for your fast and long reply. It did the trick and Premiere Elements is now showing my videos. So thank you!

I'll briefly summarize my steps as other readers might benefit:

- first I checked the NVIDIA website for new drivers, but there weren't any for my device

- then I tried to install the latest version of Intel graphics, but I got an error message during the installation process

- after reading through the common errors, I found that my drivers were probably designed/installed by the laptop manufacturer in such a way that they can only be changed by the manufacturer

- then I went to the Hewlett Packard website, selected all drivers for video applications and installed these...

...and it worked.

Best regards

Sven

John T Smith · Answer

Do not count on Windows to be fully up to date when it comes to device drivers
Go to the vendor site to be sure you have an updated driver for your graphic adapter
nVidia Driver Downloads https://www.nvidia.com/Download/index.aspx?lang=en-us
-for all Adobe programs use the STUDIO driver, not the GAMING driver
-To achieve the highest level of reliability, Studio Drivers undergo extensive
-testing against multi-app creator workflows and multiple revisions of the top
-creative applications from Adobe to Autodesk and beyond
If you have a laptop you MAY also need to check for a laptop specific nVidia driver
-SOME laptops require an approved driver from the laptop company, not nVidia
AMD/ATI Driver https://www.amd.com/en/support
Intel https://downloadcenter.intel.com/product/211969/Intel-HD-Graphics-Family
There are also intermittent reports that the newest driver is not always the best driver due to driver bugs or compatibility issues, so you MAY need to try an earlier driver version

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