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GrahamNZ
GrahamNZ
Participating Frequently
October 18, 2021
Question

Premiere Elements Stalls About Every 70 Seconds on Playback

  • October 18, 2021
  • 1 reply
  • 228 views

I posted this originally as a reply to a post in 2018.  I am not sure if I would have been better to create a new post, so here it is:

 

I have been using Premiere Elements (PE) (currently version 2021) for several years without any problems.  Now (October 2021), in Expert Mode, playback stalls about every 70 seconds and I have to press <Play> to continue.  I note other people have had a similar problem going back several years.  I have seen suggestions that the problem might be connected with other programs taking the focus.  I don't think this is the case for this problem.

 

In an attempt to resolve the problem,  I downloaded and ran other video editing software and none has this problem.

 

I downloaded Premiere Elements  (PE) 2022 and the problem disappeared.

 

I uninstalled PE 2022 and reran PE 2021 which now no longer has the stalling problem.  This suggests that PE 2022 left shared file(s) behind when I uninstalled it.  I had not uninstalled PE 2021 prior to installing PE 2022.

 

This is all well and good but not satisfactory unless I purchase PE 2022.  I note that there are no relevant (to me) feature differences between PE 2021 and PE2022; I have no reason to upgrade other than to fix a technical fault.

 

I upgraded to PE 2021 in December 2020 and I would expect updates for the same version to be available free for at least a year.  This problem would seem to be connected with a Windows Update as it has never happened before and is occurring on two PCs.

 

In normal circumstances, I would not purchase PE 2022 having only recently purchased PE 2021.  I would like to see whatever has been changed/corrected in PE 2022, to be updated in PE 2021 as it is still year 2021.

 

I would like to see Adobe 'do the right thing' by updating PE 2021 to meet changes/corrections made during the program's life span.  I do not know who to contact, perhaps an Adobe Community Professional can advise me.  I can find no published email address.

 

I look forward to a reply from an Adobe personnel.

 

Thank you

This topic has been closed for replies.

1 reply

Ann Bens
Community Expert
Ann BensCommunity Expert
Community Expert
October 18, 2021

I would like to see Adobe 'do the right thing' by updating PE 2021 to meet changes/corrections made during the program's life span.

That will never happen.

Nor will you get an answer here on the forum from an Adobe staff member (that is how it works).

We are not allowed to hand out email addresses.

 

If you bought 2021 within a reasonable time span of the 2022 release, you can contact support and ask them to change your copy of 2021 to 2022 without charge.

GrahamNZ
GrahamNZAuthor
Participating Frequently
October 26, 2021

Following your reply last week, I contacted Adobe via their chat.  I was passed on to some four people, none of whom could assist.  I finally mentioned that an Adobe Community Professional had suggested that I contact Adobe.  In response, my issue was immediately escalated.  For which, thank you.

 

I was initially advised that I would receive a response from the escalation team within 24 hours.  After 72 hours I contacted the 'Chat' again and they asked me to wait another 48 hours for a response.  I am still waiting.

 

My apologies for not replying earlier but I was (and still am) waiting on Adobe.

 

I find Adobe very difficult to deal with, they appear to prefer to be an oversized anonymous organisation with no direct means to contact the people nor to expect replies from them.

 

I plan to contact them again in the next day or so. Highly unimpressed by the organisation (or lack of!).

 

When I get a response, I will post it.

    Ann Bens
    Community Expert
    Ann BensCommunity Expert
    Community Expert
    October 26, 2021
    quote

      I finally mentioned that an Adobe Community Professional had suggested that I contact Adobe.  In response, my issue was immediately escalated.  For which, thank you.


    By @GrahamNZ

     

    Wow, I got them shifted, up to a point.

    I do agree, support sometimes is a pita.

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