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Help! Source videos won't show video only audio

Community Beginner ,
Jun 15, 2019

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I previously had Premiere Elements 12.  I didn't use it much, but I had been able to drag videos into it, assemble final videos, etc.  Then, for some reason, the video stopped working.  If I dragged a video file into the timeline and hit play, I'd just see gray and hear the audio.  If I double-clicked the video to just play the source, I got the same result.

I decided to upgrade it, hoping maybe just the installation of Elements 2019 would solve the problem.  No suck luck.  I still get a gray box and hear the audio.

If I open the video in organizer, I get the same thing.

I should stress: I've tried numerous source videos from all over my hard drive, in varying formats. I've tried MP4s, AVIs, etc. 

My videos play in other players; it's just the Adobe Premiere Elements and Organizer that do it. 

Any clues on where to begin debugging this?

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Help! Source videos won't show video only audio

Community Beginner ,
Jun 15, 2019

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I previously had Premiere Elements 12.  I didn't use it much, but I had been able to drag videos into it, assemble final videos, etc.  Then, for some reason, the video stopped working.  If I dragged a video file into the timeline and hit play, I'd just see gray and hear the audio.  If I double-clicked the video to just play the source, I got the same result.

I decided to upgrade it, hoping maybe just the installation of Elements 2019 would solve the problem.  No suck luck.  I still get a gray box and hear the audio.

If I open the video in organizer, I get the same thing.

I should stress: I've tried numerous source videos from all over my hard drive, in varying formats. I've tried MP4s, AVIs, etc. 

My videos play in other players; it's just the Adobe Premiere Elements and Organizer that do it. 

Any clues on where to begin debugging this?

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Jun 15, 2019 0
Adobe Community Professional ,
Jun 15, 2019

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Without know more about your computer, operating system and video files, I would have to guess there is a graphics driver conflict.  Second guess would be audio setting in Preferences. 

Those are just guesses.  Can you provide more information?

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Jun 15, 2019 0
Community Beginner ,
Jun 16, 2019

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I was pretty sure it was a graphics conflict of some kind, but in the same way that I can point to my car's engine and say, "It's broken."  I don't really know where to begin to debug it, short of uninstalling my ZoomPlayer and all of its add-ons and see if that fixes it.  I was hoping for something more specific.

I have a speccy of my system, but it doesn't look like there's any way to attach it.  Here's the summary:

  • Summary
  • Operating System
    • Windows 10 Home 64-bit
  • CPU
    • Intel Core i5 4590 @ 3.30GHz 30 °C
    • Haswell 22nm Technology
  • RAM
    • 8.00GB Dual-Channel DDR3 @ 666MHz (9-9-9-24)
  • Motherboard
    • MSI B85-G41 PC Mate(MS-7850) (SOCKET 0) 29 °C
  • Graphics
    • E2241 (1920x1080@60Hz)
    • L226WTQ (1680x1050@60Hz)
    • 256MB NVIDIA GeForce 7900 GS (EVGA) 49 °C
  • Storage
    • 1863GB Western Digital WDC WDS200T2B0A-00SM50 (SATA (SSD)) 21 °C
    • 931GB Seagate FA GoFlex Desk USB Device (USB (SATA) ) 45 °C
  • Optical Drives
    • ASUS BC-12B1ST
    • TSSTcorp CDDVDW SH-224FB
  • Audio
    • Sound Blaster Audigy Fx

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Jun 16, 2019 0
Community Beginner ,
Jun 16, 2019

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Speccy also gives me this list of what I have running and what's stopped, in case you see any conflicts there:

Services

Running Adobe Active File Monitor V12

Running Adobe Genuine Monitor Service

Running Adobe Genuine Software Integrity Service

Running Apple Mobile Device Service

Running Application Information

Running AppX Deployment Service (AppXSVC)

Running aswbIDSAgent

Running Avast Antivirus

Running AVCTP service

Running Background Intelligent Transfer Service

Running Background Tasks Infrastructure Service

Running Base Filtering Engine

Running Bonjour Service

Running Capability Access Manager Service

Running Client License Service (ClipSVC)

Running CNG Key Isolation

Running COM+ Event System

Running Connected Devices Platform Service

Running Connected Devices Platform User Service_56c5c

Running Connected User Experiences and Telemetry

Running Contact Data_56c5c

Running CoreMessaging

Running Credential Manager

Running Cryptographic Services

Running Data Usage

Running DbxSvc

Running DCOM Server Process Launcher

Running Delivery Optimization

Running Device Association Service

Running DHCP Client

Running Diagnostic Policy Service

Running Diagnostic Service Host

Running Diagnostic System Host

Running Distributed Link Tracking Client

Running DNS Client

Running Geolocation Service

Running Group Policy Client

Running Human Interface Device Service

Running IP Helper

Running iPod Service

Running IPsec Policy Agent

Running Local Session Manager

Running Microsoft Account Sign-in Assistant

Running Microsoft Passport

Running Microsoft Passport Container

Running Network Connected Devices Auto-Setup

Running Network Connection Broker

Running Network List Service

Running Network Location Awareness

Running Network Store Interface Service

Running NVIDIA Display Driver Service

Running NVIDIA Update Service Daemon

Running Payments and NFC/SE Manager

Running Plug and Play

Running Power

Running Print Spooler

Running Program Compatibility Assistant Service

Running Remote Access Connection Manager

Running Remote Procedure Call (RPC)

Running RPC Endpoint Mapper

Running Secure Socket Tunneling Protocol Service

Running Security Accounts Manager

Running Security Center

Running Server

Running Shell Hardware Detection

Running SSDP Discovery

Running State Repository Service

Running Storage Service

Running Superfetch

Running Sync Host_56c5c

Running System Event Notification Service

Running System Events Broker

Running System Guard Runtime Monitor Broker

Running Task Scheduler

Running TCP/IP NetBIOS Helper

Running Themes

Running Time Broker

Running Touch Keyboard and Handwriting Panel Service

Running Update Orchestrator Service

Running UPnP Device Host

Running User Data Access_56c5c

Running User Data Storage_56c5c

Running User Manager

Running User Profile Service

Running Web Account Manager

Running Windows Audio

Running Windows Audio Endpoint Builder

Running Windows Connection Manager

Running Windows Defender Firewall

Running Windows Defender Security Center Service

Running Windows Error Reporting Service

Running Windows Event Log

Running Windows Font Cache Service

Running Windows Image Acquisition (WIA)

Running Windows License Manager Service

Running Windows Management Instrumentation

Running Windows Media Player Network Sharing Service

Running Windows Push Notifications System Service

Running Windows Push Notifications User Service_56c5c

Running Windows Remediation Service

Running Windows Search

Running Windows Update

Running WinHTTP Web Proxy Auto-Discovery Service

Running WLAN AutoConfig

Running Workstation

Running Xbox Live Auth Manager

Stopped ActiveX Installer (AxInstSV)

Stopped Adobe Version Cue CS4

Stopped AllJoyn Router Service

Stopped App Readiness

Stopped Application Identity

Stopped Application Layer Gateway Service

Stopped Auto Time Zone Updater

Stopped AvastWscReporter

Stopped BitLocker Drive Encryption Service

Stopped Block Level Backup Engine Service

Stopped Bluetooth Audio Gateway Service

Stopped Bluetooth Support Service

Stopped Bluetooth User Support Service_56c5c

Stopped Certificate Propagation

Stopped COM+ System Application

Stopped Data Sharing Service

Stopped Device Install Service

Stopped Device Management Enrollment Service

Stopped Device Setup Manager

Stopped DevicePicker_56c5c

Stopped DevicesFlow_56c5c

Stopped DevQuery Background Discovery Broker

Stopped Diagnostic Execution Service

Stopped Distributed Transaction Coordinator

Stopped dmwappushsvc

Stopped Downloaded Maps Manager

Stopped Dropbox Update Service (dbupdate)

Stopped Dropbox Update Service (dbupdatem)

Stopped Embedded Mode

Stopped Encrypting File System (EFS)

Stopped Enterprise App Management Service

Stopped Extensible Authentication Protocol

Stopped Fax

Stopped File History Service

Stopped FLEXnet Licensing Service

Stopped FLEXnet Licensing Service 64

Stopped Function Discovery Provider Host

Stopped Function Discovery Resource Publication

Stopped GalaxyClientService

Stopped GalaxyCommunication

Stopped GameDVR and Broadcast User Service_56c5c

Stopped Google Chrome Elevation Service

Stopped Google Update Service (gupdate)

Stopped Google Update Service (gupdatem)

Stopped GraphicsPerfSvc

Stopped HV Host Service

Stopped Hyper-V Data Exchange Service

Stopped Hyper-V Guest Service Interface

Stopped Hyper-V Guest Shutdown Service

Stopped Hyper-V Heartbeat Service

Stopped Hyper-V PowerShell Direct Service

Stopped Hyper-V Remote Desktop Virtualization Service

Stopped Hyper-V Time Synchronization Service

Stopped Hyper-V Volume Shadow Copy Requestor

Stopped IKE and AuthIP IPsec Keying Modules

Stopped Infrared monitor service

Stopped Internet Connection Sharing (ICS)

Stopped IP Translation Configuration Service

Stopped KtmRm for Distributed Transaction Coordinator

Stopped Language Experience Service

Stopped Link-Layer Topology Discovery Mapper

Stopped Local Profile Assistant Service

Stopped MessagingService_56c5c

Stopped Microsoft Diagnostics Hub Standard Collector Service

Stopped Microsoft iSCSI Initiator Service

Stopped Microsoft Software Shadow Copy Provider

Stopped Microsoft Storage Spaces SMP

Stopped Microsoft Store Install Service

Stopped Microsoft Windows SMS Router Service.

Stopped Natural Authentication

Stopped Net.Tcp Port Sharing Service

Stopped Netlogon

Stopped Network Connections

Stopped Network Connectivity Assistant

Stopped Network Setup Service

Stopped OpenSSH Authentication Agent

Stopped Optimize drives

Stopped Parental Controls

Stopped Peer Name Resolution Protocol

Stopped Peer Networking Grouping

Stopped Peer Networking Identity Manager

Stopped Performance Counter DLL Host

Stopped Performance Logs & Alerts

Stopped Phone Service

Stopped PNRP Machine Name Publication Service

Stopped Portable Device Enumerator Service

Stopped Printer Extensions and Notifications

Stopped PrintWorkflow_56c5c

Stopped Problem Reports and Solutions Control Panel Support

Stopped Quality Windows Audio Video Experience

Stopped Radio Management Service

Stopped Remote Access Auto Connection Manager

Stopped Remote Desktop Configuration

Stopped Remote Desktop Services

Stopped Remote Desktop Services UserMode Port Redirector

Stopped Remote Procedure Call (RPC) Locator

Stopped Remote Registry

Stopped Retail Demo Service

Stopped Routing and Remote Access

Stopped Secondary Logon

Stopped Sensor Data Service

Stopped Sensor Monitoring Service

Stopped Sensor Service

Stopped Shared PC Account Manager

Stopped Smart Card

Stopped Smart Card Device Enumeration Service

Stopped Smart Card Removal Policy

Stopped SNMP Trap

Stopped Software Protection

Stopped Spatial Data Service

Stopped Spot Verifier

Stopped Still Image Acquisition Events

Stopped Storage Tiers Management

Stopped Telephony

Stopped Virtual Disk

Stopped Volume Shadow Copy

Stopped Volumetric Audio Compositor Service

Stopped WalletService

Stopped WarpJITSvc

Stopped WebClient

Stopped Wi-Fi Direct Services Connection Manager Service

Stopped Windows Backup

Stopped Windows Biometric Service

Stopped Windows Camera Frame Server

Stopped Windows Connect Now - Config Registrar

Stopped Windows Defender Antivirus Network Inspection Service

Stopped Windows Defender Antivirus Service

Stopped Windows Encryption Provider Host Service

Stopped Windows Event Collector

Stopped Windows Insider Service

Stopped Windows Installer

Stopped Windows Mobile Hotspot Service

Stopped Windows Modules Installer

Stopped Windows Perception Service

Stopped Windows PushToInstall Service

Stopped Windows Remote Management (WS-Management)

Stopped Windows Time

Stopped Windows Update Medic Service

Stopped Wired AutoConfig

Stopped WMI Performance Adapter

Stopped Work Folders

Stopped WWAN AutoConfig

Stopped Xbox Accessory Management Service

Stopped Xbox Game Monitoring

Stopped Xbox Live Game Save

Stopped Xbox Live Networking Service

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Jun 16, 2019 0
Adobe Community Professional ,
Jun 16, 2019

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Where there is a graphics driver conflict, many have connected to the Nvidia sight and "rolled back" to an earlier version.  Beyond that, I don't know what to try.  Do you have a custom built system?

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Jun 16, 2019 0
Adobe Community Professional ,
Jun 16, 2019

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I can only find drivers for GeForce 7900 GS for Windows 7, not Windows 10.

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Jun 16, 2019 0
Community Beginner ,
Jun 17, 2019

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Yes, it's a custom built machine.

I will look into both possibilities.  It may be a graphics card driver problem.  I could have sworn that I used Premier since upgrading to 10, but perhaps not.

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Jun 17, 2019 0