Can't launch video editor - just gives me a blank white window

[Todd28395784vyo8]

I just installed Premiere Elements 2023 (free version) on Windows to try it out before buying.  It doesn't seem to work.  When I open it, I get the main window that lets me click on "Organizer", "Photo Editor", or "Video Editor".  When I click on "Video Editor", it opens a completely blank white window - no menu or anything.  See the attached screen shot.  This window is all I get, no matter how long I wait.  

How do I get the video editor to actually launch, so I can try editing a video?  If I can't get the demo version to work, I'm certainly not going to pay for the full version!

[John T Smith]

First, what happens if you use Windows File Explorer to go direct to the video editor?

For version 2021 I go direct to the video editor - your location will be different for the current version 2023
C:\Program Files\Adobe\Adobe Premiere Elements 2021\PremiereElementsEditor.exe

Second, you need to provide computer details, especially your video adapter and driver version

IF you have nvidia you need to use the STUDIO driver, not the Gaming driver (from nividia, not Windows update)

[Todd28395784vyo8]

Thanks for the quick reply. If I try to launch the video editor directly,
I get the same problem. Specifically, the steps look like this:
1. I open the program "".
2. It gives me this prompt to sign in. (it makes me do that every time I
try anything with this tool set)

[image: image.png]

3. It directs me to my web browser, where I successfully sign in -
resulting in this, in the browser:

[image: image.png]

4. As it says to do, I close that browser tab - and I'm left with the
blank white Adobe window:

[image: image.png]


As to my computer... It's a Lenovo ThinkPad T470p with 32GB RAM, running
Windows 10 Enterprise (x64) Version 2009 (build 19044.2486). Processor is 2.90
gigahertz Intel Core i7-7820HQ. I've run a number of other video editors
on this computer with no problem, even with large files. Graphics
characteristics show this:
Intel(R) HD Graphics 630 [Display adapter] (Driver provider: Intel, Driver
date: 8/20/2021, Driver version: 30.0.100.9865)
NVIDIA GeForce 940MX [Display adapter] (Driver provider: NVIDIA, Driver
date: 6/22/2022, Driver version: 31.0.15.1654)

[Todd28395784vyo8]

Apologies that the previous reply was missing some things - when I clicked "reply" in the notification email I got from the previous poster, it took me to my email program - but I see that everything from the email did not make it to the forum post.  The missing pieces:

The program I ran is "PremiereElementsEditor.exe".

Sign-in prompt:

Response to sign-in:

Resulting blank Adobe window:

[John T Smith]

For dual video read below - about PPro but the problems are the same
-https://community.adobe.com/t5/Premiere-Pro/Premiere-Pro-could-not-find-any-capable-video-play-modules/td-p/4166501
-Use BIOS https://community.adobe.com/t5/Premiere-Pro/quot-could-not-find-any-capable-video-play-modules-quot-... to select a display adapter
-http://www.anandtech.com/show/4839/mobile-gpu-faceoff-amd-dynamic-switchable-graphics-vs-nvidia-optimus-tec...

[Todd28395784vyo8]

Two questions, before I fool around with this:

1.  Which of my graphics adapters are you saying I should tell it to use?
2.   Why do you think this is my issue?  The posts you pointed me to all talk about a problem getting the error "premiere pro could not find any capable video play modules", which is not what I am seeing.  Also, they all seem to be about PCs using AMD CPUs, whereas I have an Intel CPU.

[Bill Sprague]

I have a similar Lenevo laptop and Elements runs fine.  In a few years of participating in this forum, I've not seen your issue.  If it were me, I would try a fresh download/install.  Then I would try online tech support at https://helpx.adobe.com/contact.html?rghtup=autoOpen.   If those don't work, I would be forced to try something else.  It was a similar situation that brought be to Premiere Elements.  A decade ago, I could not get a Sony provided video editor to work.  I tried Premiere Elements, it worked perfectly, I've enjoyed using it through several versions and continue to use it.

[Todd28395784vyo8]

Interesting.  I already did an uninstall / reinstall, but it made no difference.  I think I looked into tech support, and discovered that they will only provide support if you bought the product.  I'm at the stage of evaluating it via the free version, in order to decide whether to buy it.  Does anyone know of a way to actually get in touch with Adobe tech support about this?  I frustrated myself for a while with their chatbot, and could not get any progress with it.  I couldn't find a way to actually contact them.

[Bill Sprague]

Here are the phone numbers.  The "chat" system usually works better because they can remotely troubleshoot. 

https://helpx.adobe.com/contact/phone.html

[Todd28395784vyo8]

So, I spent a LOOONG time with a tech support guy who took control of my computer, and he seems to have fixed it - but that was a very complicated thing to do.  Among other things, he deleteed ALL of the Wiondows credentials related to Adobe and renamed a bunch of directories so the program(s) would have to recrate them.  (I hope I don't find that all his changes negatively impact other programs that were OK before.)

[Bill Sprague]

Thanks for posting that it got "fixed".  It can be a mystery how things get "broken" to start with.