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sylent_asassin
Participating Frequently
May 30, 2018
Question

Premier Elements 14 crashes when adding photos or videos to the timeline

  • May 30, 2018
  • 2 replies
  • 1496 views

I just bought a new Dell laptop, 2TB, 16 GB RAM, Intel core i7, 8th Generation; basically one of Dell's top laptops as far as specs, but for whatever reason, PE 14 keeps crashing when I attempt to add a photo or video to the timeline. I tried uninstalling the program and reinstalling it which didn't change anything. Every instance where I tried to add a photo or video to the timeline, the program freezes for about 10 seconds, then the screen turns gray and I get the "PE stopped working" message and it kills the program.

I had an older Dell (which was stolen) with lesser specs, but PE 14 worked brilliantly on it, so I'm a bit at a loss here. This is quite frustrating as I need to complete a work project. Any suggestions?

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    2 replies

    S
    sylent_asassinAuthor
    Participating Frequently
    June 2, 2018

    Just got through downloading the updated drivers on the Dell webpage. The freezing issue persists. This is beyond frustrating. I've done everything to get PE 14 to work, but nothing is working. This is so frustrating.

    Peru Bob
    Community Expert
    Peru BobCommunity Expert
    Community Expert
    June 2, 2018

    Did you try an older driver?

    S
    sylent_asassinAuthor
    Participating Frequently
    June 3, 2018

    I didn't see Dell offering downloads of older drivers on their page. At this juncture, I'll probably have to go with another software or upgrade to 18 and HOPE it works.

    B
    Community Expert
    Bill SpragueCommunity Expert
    Community Expert
    May 30, 2018

    Try Edit > Preferences > General and change the box for hardware acceleration.

    Another issue that comes up sometimes is the preferences folder gets messed up.  Try resetting the Rename Premiere Elements preferences by renaming the folder 14 to 14_old file at following location:

    C:\Users\*username*\AppData\Roaming\Adobe\Premiere Elements

    S
    sylent_asassinAuthor
    Participating Frequently
    May 30, 2018

    Thanks for the advice, but neither of those worked. I tried the first, unchecked the box for hardware acceleration and still, PE 14 crashed on me when I tried to drag media to the timeline... Unless I was supposed to restart my computer, which I didn't do.

    I tried the second, but my folder is labeled "14.0". Am I supposed to change the folder name to "14.0_old"?

    Thanks.

    B
    Community Expert
    Bill SpragueCommunity Expert
    Community Expert
    May 31, 2018

    I really appreciate your efforts. I just might have to upgrade to V. 18, but I'm not sure what that would cost.

    I have PE 14 installed on an even older computer, and it works, but it's extremely slow because it's an obsolete machine with an old OS (Win7).

    My new laptop doesn't have Quicktime installed. Never had a reason. My previous laptop didn't have it either.

    The source of the files are MP4's from a GoPro Hero 5 Black. On both of my other laptops, moving media to the timeline was never an issue. Additionally, on my new laptop, I can't even add jpegs to the timeline; those cause the system to freeze and crash, too.

    I've tried getting to the chat, but the link only takes me to these forums.


    What you are experiencing is very abnormal for Premiere Elements.  There is a fix somewhere but I've run out of guesses.

    The Customer Care link leads me to a three way choice:

    The phone number under that tab is:  800-833-6687   I don't know what to tell you to expect.

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