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BobAdobe15
Inspiring
May 3, 2018
Answered

Premiere Elements 15 with Dell Alienware Incompatible Display Driver

  • May 3, 2018
  • 2 replies
  • 1295 views

I have Adobe Premiere Elements 15 on my Dell Alienware Windows 10 computer. It won't load. The software is now unusable. When I open Adobe Premiere Elements 15, it stops loading at PlayerMediaCore.prm. It then waits a few minutes and says "We have detected an incompatible display driver. To get a better and faster playback performance, please update your display driver". I go to NVIDIA Geforce Experience and make sure that my drivers are updated. They are.

What is going wrong?

This topic has been closed for replies.
Correct answer BobAdobe15

I had a long call with a very good member of Adobe Tech Support. I mentioned to him that this solution from the Adobe community (below) had worked, but was curious what he thought-

1. open device manager

2. find "display adapters" this might also be called "display drivers?"

3. right click on the Nvidia video card

4. click "disable device"

5. open elements

6.  reopen device manager

7. repeat step 2 and 3

8. click "enable device"

The Tech Support guy felt that you needed to restart your computer to get the Nvidia video card working again. He felt that I actually was just using the Intel Graphics card, despite re-enabling the Nvidia card and that is why Adobe Premier Elements was working.

Given that my Nvidia card is much more powerful than my Intel Graphics card, he wanted to get that working. He took over control of my computer and checked a variety of things, but in the end, he felt that the Nvidia Graphics Card drivers from March 2018 and April 2018 were not compatible with the current Adobe Premiere Elements 15. So, we went to Device Manager, select Display Adapter, select the Nvidia card, update my driver, browse my computer, let me pick, picked the old May 2017 version.  That fixed it. Initially,  we tried the old March 2018 version, but that also had a problem. We had to roll back all the way to May 2017 version and that worked.

2 replies

BobAdobe15
BobAdobe15AuthorCorrect answer
Inspiring
May 4, 2018

I had a long call with a very good member of Adobe Tech Support. I mentioned to him that this solution from the Adobe community (below) had worked, but was curious what he thought-

1. open device manager

2. find "display adapters" this might also be called "display drivers?"

3. right click on the Nvidia video card

4. click "disable device"

5. open elements

6.  reopen device manager

7. repeat step 2 and 3

8. click "enable device"

The Tech Support guy felt that you needed to restart your computer to get the Nvidia video card working again. He felt that I actually was just using the Intel Graphics card, despite re-enabling the Nvidia card and that is why Adobe Premier Elements was working.

Given that my Nvidia card is much more powerful than my Intel Graphics card, he wanted to get that working. He took over control of my computer and checked a variety of things, but in the end, he felt that the Nvidia Graphics Card drivers from March 2018 and April 2018 were not compatible with the current Adobe Premiere Elements 15. So, we went to Device Manager, select Display Adapter, select the Nvidia card, update my driver, browse my computer, let me pick, picked the old May 2017 version.  That fixed it. Initially,  we tried the old March 2018 version, but that also had a problem. We had to roll back all the way to May 2017 version and that worked.

BobAdobe15
Inspiring
May 3, 2018

For clarity, Graphics Card: NVIDIA(R) GeForce(R) GTX 1080 with 8GB GDDR5X

Community Expert
May 3, 2018

It comes up here once in awhile that Premiere Elements doesn't run with the latest Nvidia driver.  I think the problem is that Nvidia releases an update for a particular game and more "ordinary" software gets stuck.  In my case, I have an ASUS gamer with Nvidia graphics for video editing and I've stopped updating drivers because I don't use it for games.

Usually the solution is to use the Nvidia system and website to "roll back" a version or two.

If that doesn't work, consider a chat session with Contact Customer Care

BobAdobe15
Inspiring
May 3, 2018

Oh boy. Adobe Customer Care gave up and asked me to post here.