Red Screen on Premiere Elements

[sandi5CE5]

So, I'm using the 2024 version, and I am encountering the red screen of death on 4 of my videos this morning.  I was on a call with support for an hour, and then he just hung up on me and didn't help.  Does anyone have any suggestions on how I can retrieve my videos?  They have all changed to a red screen, with upside-down white writing that says Support Unavailable (truer words never spoken, haha).

[Branched from old thread by mod]

[John T Smith]

Exactly what is INSIDE the video you are editing?
Report back with the codec details of your file, use the program below
Free program to get file information for PC/Mac http://mediaarea.net/en/MediaInfo/Download
- a MediaInfo tutorial https://youtu.be/Ivy9ckSX1M0
- when you analyze your file in MediaInfo and post a screen shot in the forum, do so in TREE view
- post your information IN your message, not as an attachment that someone would have to download

[Bill Sprague]

So, I'm using the 2024 version, and I am encountering the red screen of death on 4 of my videos this morning.  I was on a call with support for an hour, and then he just hung up on me and didn't help.  Does anyone have any suggestions on how I can retrieve my videos?  They have all changed to a red screen, with upside-down white writing that says Support Unavailable (truer words never spoken, haha).

By @sandi5CE5

Along with John request for more information about the video files, could you add a screen shot of your "red screen".   I don't know what that is.   Without knowing more, my first guess might be that you need to have a graphics driver update.

[sandi5CE5]

It's a red screen with upside down writing that says support unavailable in
16 languages. Overnight, this attached 4 of my videos and there doesn't
seem to be any way of getting them back.

*Sandi MacIver - Ink, Paper & Felt Artist*

[Steve Grisetti · Accepted solution]

The red screen you describe is not a 'red screen of death'. It's an indication that your project has lost a link to your video clips. This can happen because the clips have been moved or because the device where the video is has been moved. 

Is your video on your computer's hard drive?

[Ann Bens]

Please post screenshot of the red screen.