Yesterday I purchased Premier Elements just for basic video edits I need at work. Installed and ran it once, worked fine. Today, when I tried to open it, after the launcher/organizer loads, I select Video Editor and get "Loading Adobe Premier Elements Editor Workspace" for 20 seconds or so before it stop. A crash report (posted below) is added to the desktop.
I've had 3 calls and spoken to 5 people at Adobe support today. They ran through all of the typical troubleshooting procedures, renaming folders in AppData and elsewhere so they would be recreated, uninstalling/reinstalling, creation of a new admin account (which did work,) etc. They said they would do more research on their end and call me back, but I haven't heard from anyone, and that was hours ago.
Like I said, the creation of a secondary admin account profile did work, we were able to run the editor from there. However, I've searched all the old posts about this or similar issues here, and the users with the most similar cases reported that the same issue eventually popped up on the secondary admin account. Nevermind it's not ideal to switch accounts just for basic video edits.
This is the crash report, centers around a file called utest.dll. I don't think the entire lengthy report is needed, but can post if I'm wrong:
Process: PremiereElementsEditor.exe [10480]
Path: C:\Program Files\Adobe\Adobe Premiere Elements 2023\PremiereElementsEditor.exe
Product Version: 21.0.0.0
File Version: 21.0.0.0
Code Type: x64
Parent Process: Adobe Premiere Elements 2023.exe [1096]
Date/Time: 2023-02-09 18:32:56 Eastern Standard Time
OS Version: 10.0.19041.2364
Report ID:
Time Awake Since Boot: 884 seconds
Crashed thread: 0 [14180] THREAD_PRIORITY_NORMAL
Exception Code: EXCEPTION_ACCESS_VIOLATION
Exception Parameters: Access violation reading location 0x000000000f37b0c8
Exception Message: 3221225477 The instruction at 0x%p referenced memory at 0x%p. The memory could not be %s.
Application Specific Information:
C:\Program Files\Adobe\Adobe Premiere Elements 2023\utest.dll
Thread 0: [14180] dvacrashhandler thread (Crash Occured on Different Thread)
Also, this was in a logfile within the user's AppData directory for Premier Elements:
Log file created: 2/9/2023 6:37:38 PM
---------------------------------------
Ticks = 0 <4100> <PreRegistation> <5> Putting Installed Locales sent to AMT with Order
Ticks = 0 <4100> <PreRegistation> <5> Installed Locale 0 en_US
Ticks = 0 <4100> <PreRegistation> <5> Calling AMTObtainProductLicense
Ticks = 78 <4100> <PreRegistation> <5> AMTObtainProductLicense Success
Ticks = 78 <4100> <PreRegistation> <5> Locale Returned from AMT : en_US
Ticks = 547 <4100> <FE.WinInit.LocPlugins> <0> The localized plugin path is registered as: C:\Program Files\Adobe\Adobe Premiere Elements 2023\Plug-ins\en_US\
Ticks = 969 <4100> <HighBeam> <5> HLWManager::Initialize Notice Shown : True
Ticks = 1000 <4100> <HighBeam> <5> Checking If Usage Logger is there
Ticks = 1000 <4100> <HighBeam> <5> HLW Initializaiton Sucessfull
Ticks = 3500 <4100> <DisplaySurface> <5> directx display init failed with error: -1598816154
----------------------------------------
Log file closed: 2/9/2023 6:37:43 PM
Any thoughts on this? I've lost an entire day of work here and literally just need to do basic video edits before sending off to clients for review.
3
Replies
AdChoices