Playhead is stuck

[jodette2]

The cursor, which I think is called the playhead, in my video in Adobe Premiere Elements 2018 is stuck at the beginning. I can't move it at all and I have searched for a fix and been suck on  the adobe help for a very long time with no response. How can I get this working? Thank you.

[Bill Sprague]

Need basic information.....

For a start, what "adobe help" connection?  What computer system and details?  How much free space on your HDD? What project settings?  What is the source of the video files?  What video format is being used?

[jodette2]

Dear whsprague,

Many thanks for answering my post.

I will try and answer your questions as best I can

1. what "adobe help" connection?- the Adobe website Help support - I was talking to an agent who got me to wait for a specialist. Unfortunately after 1.75 hours of waiting I had to go to work. I asked how long the wait would be but did not receive and answer so hung up. I tried again the next day and same thing happened. So I thought I'd try the Adobe community support.

2.What computer system and details? - 64bit operating system, x64-based processor, Thinkpad P40 Yoga Signature Editor, Intel (R) Core (TM) i&-6600U CPU 2 2.60GHz 2.81 GHz, 16GB RAM

3.How much free space on your HDD? - 350GB

4. What project settings?-

Editing mode: - AVCHD 720p sqaure pixel

Timebase: 29.97 frames/sec

Video:

Frame size 1280, horizontal 720 vertical

Pixel aspect ration: Square pixels (1.0)

Fields: No fields (Progressive Scan)

Display Format 30fps Drop0Frame Timecode

Title Safe Area 20 % horizontal 20 %vertical

Action Safe Area 10 % horizontal 10 % vertical

Auydio - Samplae Rate: 48000 Hz

Display Format Audi Samples.

5. What is the source of the video files?- nikon and/or canon cameras

6.What video format is being used? VLC media file MOV.

Please let me know if you need more information. Thank you again for your help.

Jodette 2

[Bill Sprague]

Sorry you had a bad experience with Adobe support.  Voice support over the phone seems to be gone.  Replacing it is online "chat" where Adobe staff can trouble shoot with remote connections.  

At first glance, your source footage should work.  AVCHD is commonly used.    

Are you using Windows 10?  You wrote that you are using "VLC media file".  Are you using output from VLC?  

One possibility is that you need Quicktime installed.  Version 2018 came out when Adobe was moving away from needing that.  Some cameras that record MOV files still needed Premiere Elements to borrow "codecs" from Quicktime.   Can you install Quicktime and try it?

[jodette2]

Hi whsprague,

I tried to figure out quicktime but was defeated so I went back to chat via help on my account and after a couple of attempts was able to get a specialist who remoted in. I had a corrupted file and another program was needed to patch it up. The curso or slider or playhead 's real name is the CTI=Current Time Indicator - it has the blus triangle indicating where you are in the video.

The programme used was ASIO4ALL2.14 (hopefully I got that right) my tech was going fast!

Thank you for your help. It was greatly appreciated.

Jodette2.

[Bill Sprague]

"I had a corrupted file...."

Thank you for writing back that you were successful at getting it fixed.  It seems there are days when Adobe Customer Support gets busy, but once customers are connected, results are usually very good!