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Norman26165247eg51
Participant
September 20, 2022
Answered

Premiere Elements 2021 Export & Share hanging and unable to load old project or create new project

  • September 20, 2022
  • 2 replies
  • 302 views

I have been using Premiere Elements 2021 successfully right up to September 15th 2022. After rebooting my Dell 7506 2-in-1 laptop (16gb RAM, I TB SSD, only 18 months old)  to install latest Windows 10 Updates, PE2021 would not load any existing projects or create a new project. I managed to resolve this using information obtained from the community. Created a new project with a 30 second video and then tried to Export. The Export panel is displayed with all the tabs but they do not show any information, and the hourglass is displayed until the 'Program not respinding' message is displayed. For info Premiere Elements 2022 does exactly the same.

I discovered that my Laptop was not configured to take restore points so simply reverting to a point before the Windows updates were applied was not an optiom.

 

I have not been able to resolve this issue despite doing all the following:

  • Uninstalled and reinstalled Premiere Elements 2021, after redownloading from Adobe site.
  • Applied latest driver updates from Dell website, including a BIOS update, my initial thought was that the latest Windows 10 updates needed the latest Dell Driver updates to work successfull.
  • Upgraded to Windows 11 - not improvement - reverted to Win 10 as the some screen colours were unusual. Maybe this points to a graphics card or graphics driver issue?
  • Re-install of Windows 10 using a Cloud download. Not resolved even after applying Windows and Driver updates.
  • Refresh of System back to as shipped by Dell, problem not resolved - but laptop has an updated BIOS.
  • Applied all Windows updates, installed latest Dell Drivers - problem still exists.

 

I have installed Premiere Elements 2021 on a 2012 Dell XPS running Win 10 with latest updates applied and whilst its slow, it PE2021 is working correctly. So I know that the Project files I am using created on the 7506 are not corrupted.

 

Any suggestiosn gratefully recieved.

 

Thanks in advance

 

Norman

This topic has been closed for replies.
Correct answer Norman26165247eg51

Thanks for the suggestions. I checked the WIndows Security Controlled folders option, it was OFF, turned it on and started getting the notifications, and then adjusted the ALLOW blocked APPs accordingly. That wasn;'t the cause, but its good to know.

Took up the suggestion of Adobe Tech chat and after a few blind alleys which I will list because it may help others when troublehsooting:

  • Theres an AdobeCreativeCloudCleaner - this was used to remove unwanted files and folders.
  • Renaming the Adobe 19.0 folder in Appdata so that a reinstall is clean. Deleteing would have achived the same result, but I guess they didn't want to do that on a customer PC.
  • Looking for all the Adobe sub folders in C: (Program Data, Program86, Programs, Common Files) and altering the Security Tab giving Permissions. Not sure why this was tried.
  • Renaming the Adobe subfolders in C: as above, and then doing a new install. I guess this undid the permissions changes.

 

What finally worked was to go to the Intel Support Assist site and check for driver updates, the relevent one was the Graphics DCH Driver. Once downloded and installed all was working as expected. The key tell tale symptom was the time taken for PE2021 to load particulrily the PlayerMediaCore module, it was taking minutes when it should be seconds.

 

So check for Windows updates, Dell (in my case) driver updates, and finally Intel Driver updates.

2 replies

J
jasonb47721686
Participant
August 6, 2023

I found trimming something off the end of the last clip works. Even if it is just a second. Hope that helps!

B
Community Expert
Bill SpragueCommunity Expert
Community Expert
September 20, 2022

There is a long post in another topic that describes a hidden control in windows that blocks use of files for security reasons.  Until I read it and tried it on my computer,   When I followed the steps on my computer, it was completely off.  I ddn't know this feature existed.    https://community.adobe.com/t5/premiere-elements-discussions/premiere-elements-won-t-start/td-p/9993333

 

Another option is to start a chat session with Adobe techs:  https://helpx.adobe.com/contact.html?rghtup=autoOpen

N
Norman26165247eg51AuthorCorrect answer
Participant
September 20, 2022

Thanks for the suggestions. I checked the WIndows Security Controlled folders option, it was OFF, turned it on and started getting the notifications, and then adjusted the ALLOW blocked APPs accordingly. That wasn;'t the cause, but its good to know.

Took up the suggestion of Adobe Tech chat and after a few blind alleys which I will list because it may help others when troublehsooting:

  • Theres an AdobeCreativeCloudCleaner - this was used to remove unwanted files and folders.
  • Renaming the Adobe 19.0 folder in Appdata so that a reinstall is clean. Deleteing would have achived the same result, but I guess they didn't want to do that on a customer PC.
  • Looking for all the Adobe sub folders in C: (Program Data, Program86, Programs, Common Files) and altering the Security Tab giving Permissions. Not sure why this was tried.
  • Renaming the Adobe subfolders in C: as above, and then doing a new install. I guess this undid the permissions changes.

 

What finally worked was to go to the Intel Support Assist site and check for driver updates, the relevent one was the Graphics DCH Driver. Once downloded and installed all was working as expected. The key tell tale symptom was the time taken for PE2021 to load particulrily the PlayerMediaCore module, it was taking minutes when it should be seconds.

 

So check for Windows updates, Dell (in my case) driver updates, and finally Intel Driver updates.

B
Community Expert
Bill SpragueCommunity Expert
Community Expert
September 20, 2022

Glad you got it fixed after so much frustration.  I'd enjoy a nickle for every graphics driver challenge on this forum!  It is almost a knee jerk reaction to answer posts with "Update your graphics driver!"  It seems that all will be working fine.  Then a Windows or other update takes place and the graphics driver breaks.

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