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Perforance issues with Adobe Premiere Elements 2018

Community Beginner ,
Mar 13, 2018

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Adobe Case Number ADB-1328375-H8S6 

Dear  Glenn ,

You contacted us on 3/12/2018 7:23 PM. We have resolved your Performance  issue and are closing case number ADB-1328375-H8S6.

Thank you for contacting Adobe Customer Care.

The performance issue was not resolved.

We talked about downgrading the driver for the video cards in the machine and the conversation was switched to purchasing new software (Adobe premiere 2018 Pro CC). It was suggested by support that sales might give me a discount because of the recent purchase of Adobe premiere Elements 2018 which I am now told cannot handle YouTube video projects. Another bracket, this one for The Master Power Switch in the front Engine Dragster - YouTube

I was switched to sales and put on hold. When sales came on the line they said no way would they give a discount.

So after waiting to talk to support, being redirected to sales, being told that it made no difference about the recent purchases.

I still have the problems with Adobe Premier Elements 2018 not performing. This is after three months of conversations between Adobe, Dell Pro Support, and Nvidia.

Both Dell Pro Support and Nvidia agree (and even Adobe) that the machine and the video board far exceed the HP Adobe specifies as a requirement to run 2018

I sure would like to know what is needed to have 2018 perform as advertised. I am willing to purchase any new or additional hardware to accomplice the simple achievement of having 2018 perform correctly.

Help!

I am to the point of looking at different software. Been a loyal customer of Adobe for years. Tech support seems more interested in sidetracking solving the issue that fixing the problem.

Finger pointing to the PC then the video boards, both of which have proven to far exceed the requirements.

Wish I could bet this software to work, I do not want to have to learn a different package, but looks like I have no choice.

Looking at Corel Video Studio Pro X10

Glenn lever

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Perforance issues with Adobe Premiere Elements 2018

Community Beginner ,
Mar 13, 2018

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Adobe Case Number ADB-1328375-H8S6 

Dear  Glenn ,

You contacted us on 3/12/2018 7:23 PM. We have resolved your Performance  issue and are closing case number ADB-1328375-H8S6.

Thank you for contacting Adobe Customer Care.

The performance issue was not resolved.

We talked about downgrading the driver for the video cards in the machine and the conversation was switched to purchasing new software (Adobe premiere 2018 Pro CC). It was suggested by support that sales might give me a discount because of the recent purchase of Adobe premiere Elements 2018 which I am now told cannot handle YouTube video projects. Another bracket, this one for The Master Power Switch in the front Engine Dragster - YouTube

I was switched to sales and put on hold. When sales came on the line they said no way would they give a discount.

So after waiting to talk to support, being redirected to sales, being told that it made no difference about the recent purchases.

I still have the problems with Adobe Premier Elements 2018 not performing. This is after three months of conversations between Adobe, Dell Pro Support, and Nvidia.

Both Dell Pro Support and Nvidia agree (and even Adobe) that the machine and the video board far exceed the HP Adobe specifies as a requirement to run 2018

I sure would like to know what is needed to have 2018 perform as advertised. I am willing to purchase any new or additional hardware to accomplice the simple achievement of having 2018 perform correctly.

Help!

I am to the point of looking at different software. Been a loyal customer of Adobe for years. Tech support seems more interested in sidetracking solving the issue that fixing the problem.

Finger pointing to the PC then the video boards, both of which have proven to far exceed the requirements.

Wish I could bet this software to work, I do not want to have to learn a different package, but looks like I have no choice.

Looking at Corel Video Studio Pro X10

Glenn lever

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Mar 13, 2018 0
Adobe Community Professional ,
Mar 14, 2018

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Glen,

Software frustration is never fun.    A half dozen years ago I wanted to learn video editing and bought Sony Movie Studio because it was on sale.  It would not run, I could not get support and I got very angry.  (Sony has since sold their video software to Magix).

In frustration, I gave up and tried Premiere Elements.  I have gone through several versions, and never had any issues.   By everything I read, it works for thousands around the world.  Still, once in awhile it won't.

Before you give up (if it opens at all), would you try changing the "hardware acceleration" choice in Edit > Preferences > General. 

Where did you buy it?  A refund seems appropriate. 

If nothing will work and you got rotten help from Adobe, switching brands is your best choice.  In other forums where I participate the favorite in the under $100 category is often Cyberlink Power Director.   Please consider taking advantage of trials before spending any more money!

Good luck!

Bill

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Mar 14, 2018 1
Community Beginner ,
Mar 14, 2018

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It opens and runs. It is just buggy and glitchy, freezes at unknow intervals.

I have had several versions of Photoshop.

This is the first video editing I have done. I have learned quit a bit of the software, and it would be a shame to lose that time that has been invested.

Do you want me to uncheck the hardware acceleration?

I have read about Cyberlink Power Director, Corel Video Studio Pro X10 seemed to be rated as a more professional level of software?????

Thanks for taking the time to respond. Would appreciate your opinion on Corel Video Studio Pro X10

I have another suggestion that switching our my hard drives for solid state drives would help???

preferences.jpg

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Mar 14, 2018 0
Community Beginner ,
Mar 14, 2018

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Mar 14, 2018 0
Adobe Community Professional ,
Mar 14, 2018

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I like your video.  You might enjoy one of mine:  Thursday Night in Lake Havasu on Vimeo

My misunderstanding.  I thought I was reading that you could not get it to run at all! 

There are two things I would like you to try.  Turn off the Hardware Acceleration.  Then look on Preferences > Audio Hardware > Default Input and make it "None".   That one is strange, but a few weeks ago a user found his computer was bogging down looking for audio that was not being used. 

Video editing software ratings are practically useless.  Nobody has the time to understand enough about more than a few of them.  I've used Premiere Elements for several years.  Every time I read a review it is full of flaws!  Except for a failed attempt with a Sony product, I have no knowledge of any other editing program.   If you are shopping, they are all good at all the basic tasks.  The trick is only to find one that works on your computer. 

Nowhere above is a description of your computer.  For any video editing software you need a pretty good computer.  Mine is a laptop and has an i7 CPU, 16GB of RAM, a SSD and a fast HDD.  I bought it for video editing and spent extra $$ to be sure it worked well.

I can attempt a rough analysis if you provide the details of your computer specifications, camera and video clip characteristics.

Is that you in the video?

Bill

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Mar 14, 2018 0
Community Beginner ,
Mar 14, 2018

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Thanks, yes that is me in the video.

Adobe support told me that that video was to complicated for Adobe Premiere Elements 2018 and that I should purchase Adobe Premier Pro CC to make video projects of that complexity. To me that video was pretty basic. It did have two cameras.

I do do narration, if i follow this suggestion, Preferences > Audio Hardware > Default Input and make it "None" will I still be able to use my mike?

I will be working on a video tomorrow night and will turn the Hardware Acceleration off.

The build sheet for the computer is quite long. Before I copy and past let me say I have two video boards and four monitors (when running adobe I shut down all other applications and turn off three of the monitors). The boards are Nvidia Quarto K620. Dell pro support  says the machine should be more than enough to run Adobe, Nvidia says the boards far exceed what adobe wants.

Here is the build sheet for the computer

Page one

Dell T5810 Page 001.jpg

Dell T5810 Build sheet page 2

Dell T5810 Build sheet Page 2.jpg

Dell T5810 build sheet page 3

Dell T5810 Build sheet Page 3.jpg

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Mar 14, 2018 0
Community Beginner ,
Mar 14, 2018

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I forgot...

I have friends that live in Lake Havasu

If you liked the video take a look at my YouTube Channel.

ThrottleStopRacing - YouTube

The name is misleading, there is a long story behind it, I do not throttle stop race, I index race.

Glenn lever

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Mar 14, 2018 0
Community Beginner ,
Mar 14, 2018

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This is a picture of his car at the Car show at Havasu Fitness last month

28951484_800097130185697_9185274861850561006_n.jpg

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Mar 14, 2018 0
Adobe Community Professional ,
Mar 14, 2018

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glennl52077132  wrote

I sure would like to know what is needed to have 2018 perform as advertised. I am willing to purchase any new or additional hardware to accomplice the simple achievement of having 2018 perform correctly.

I too, am sorry you are having such a problem.

Did you ask to have Adobe support elevate your case to the next level?

What are the complete computer specs, including hard drives, (how many, what kind, what is on each, and how full)?

What are your media properties, including file type and codec?

Where is your media from?

Please use the free MediaInfo and post a screenshot the properties of your media in tree view:

MediaInfo

If you could please post the above information, if it does in fact meet the practical requirements, I will request that an Adobe employee that participates on this forum can cut through the mess and red tape for you and hopefully find a solution for you.

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Mar 14, 2018 0
Community Beginner ,
Mar 14, 2018

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I did not see this before posting the system build sheet.

What are the complete computer specs, including hard drives, (how many, what kind, what is on each, and how full)?

Please see the post above for the system build sheet

What are your media properties, including file type and codec?

Not sure how to answer this, I am using to Camcorder (Panasonic HC-V770) to shot the videos (1080 MP4 50M????)

Where is your media from? Camcorder (Panasonic HC-V770)

Glenn Lever

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Mar 14, 2018 0
Adobe Community Professional ,
Mar 15, 2018

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I didn't see what processor was listed.

Could you please just summarize the specs for me?

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Mar 15, 2018 0
Community Beginner ,
Mar 15, 2018

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Dell T5810 Build sheet Page 3.jpg

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Mar 15, 2018 0
Adobe Community Professional ,
Mar 15, 2018

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Thanks.  I guess I must need new glasses.

Although it is only a quad core processor, it should still run Premiere Elements well.

I'm going to see if I can get your case escalated.

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Mar 15, 2018 0
Community Beginner ,
Mar 15, 2018

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If I run task manager and monitor the CPU it seems like there are 8 processors?

Processors.jpg

Weather it is 4 or 8 the software is buggy, the video does not scroll evenly, The "viewing" screen will go black, but the audio continues to play. If this happens I can save what I have done close and then open it back up and everything is there and will work for a period of time. Occasionally I get a message that says Adobe has encountered a problem and needs to close, and everything is lost up to the last save that I have done. There will be nothing in the auto-save file. If I use the most up to date video drive this is much worse, Nvidia provided me with a downgraded driver that works slightly better. The Nvidia says the boards I have exceed what adobe wants and the boards adobe list was obsolete.

I have two of these in the machine.

nvidia.jpg

The situation I have is Nvidia point it's finger at Adobe, Dell saying it will not support software questions, but the machine should run the software, and adobe first pointing its finger at the machine, then at the video board, then saying Adobe Preimer Elements 2018 was not meant to produce YouTube video and that I should purchase Adobe Premier Pro CC. When asked it it would run on this machine they say it should, but you have a 14 day trail so give it a try, When asked how that return works they said I would have to talk to sales on that. They then sent an e-mail saying they had resolved my performance issue.

Adobe Case Number ADB-1328375-H8S6 

Dear Glenn ,

You contacted us on 3/12/2018 7:23 PM. We have resolved your Performance issue and are closing case number ADB-1328375-H8S6.

Thank you for contacting Adobe Customer Care.

Visit Adobe Support to find more self-help, troubleshooting, and learning resources.

Adobe Customer Care. Go to your account.

To review your case history or reopen the case, log in to your Adobe ID Account page. If you have difficulties logging in, consult the Adobe ID and Membership FAQ.

Note: This email address cannot receive messages. Please do not reply to this email. For a list of support phone numbers, please visit our Contact Page.

Follow Adobe on Twitter, Facebook and the Adobe Forums.

Adobe, the Adobe logo, Adobe Marketing Cloud, and the Adobe Marketing Cloud logo are either registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. © 2017 Adobe Systems Incorporated. All rights reserved. To manage your email subscription settings, click here.

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Mar 15, 2018 0
Adobe Community Professional ,
Mar 15, 2018

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It shows 8 threads because it is quad core with hyperthreading.  That means each core can run two threads, thus 8 processors show.

I have a hex core and I have 12 processors showing.

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Mar 15, 2018 0
Community Beginner ,
Mar 15, 2018

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Ok, I am not a computer guy, I did not know, but it still should work correct?

Got Dell Pro support to take another look and found this.

adobe crash.jpg

adobe crsh 001.jpg

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Mar 15, 2018 0
Adobe Community Professional ,
Mar 15, 2018

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I agree. Premiere Elements should work on that system.

I've put in a request to an Adobe employee to have another look at your case to see if it can be elevated.

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Mar 15, 2018 0
Community Beginner ,
Mar 15, 2018

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That would be nice I do not want to learn a new piece of software or buy more parts on "it might work".

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Mar 15, 2018 0
Community Beginner ,
Mar 16, 2018

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Any news?

Problem is still not resolved.

I was just working in Adobe, and the typical scenario happened.

It was working fine,

I moved the pointer on the time line,

What was playing on the preview monitor was a different video clip than where the pointer on the timeline was at,

I moved the pointer again and the preview screen went black but the audio continued to play

I did a screen print of the process monitor,

The software did allow me to save my changes and it did that correctly,

Shut the software down and restarted it and I was right back to where I was and changes had been saved.

It would not paste into paint to provide a picture, both CPU and memory was high but not pegged, video boards showed hardy any activity

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Mar 16, 2018 0
Adobe Community Professional ,
Mar 17, 2018

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The response that I got was that a staff member agreed to look into your case.

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Mar 17, 2018 0
Community Beginner ,
Mar 17, 2018

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Will they call me?

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Mar 17, 2018 0
Adobe Community Professional ,
Mar 17, 2018

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Usually she will respond in the thread or send you a Private Message on the forum.  Check your  inbox.

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Mar 17, 2018 0
Community Beginner ,
Mar 17, 2018

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I poked around a  little could not find a mail box, I have seen no posts here from Adobe. I did find a place to create an avatar, which I did and it says pending. I also uploaded a picture into my profile.

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Mar 17, 2018 0
Adobe Community Professional ,
Mar 18, 2018

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glennl52077132  wrote

I poked around a  little could not find a mail box, I have seen no posts here from Adobe.

click inbox.jpg

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Mar 18, 2018 0
Community Beginner ,
Mar 18, 2018

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Ok, no notifications here, and the only mail is a notification that my avatar is approved.

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Mar 18, 2018 0
Adobe Community Professional ,
Mar 18, 2018

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If you don't get a response in a couple of days, I will follow up on my request.

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Mar 18, 2018 0
Community Beginner ,
Mar 18, 2018

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Ok, really getting close to buying something different as using this software is a trail, having to close and open it again multiple times in a setting.

I got a notice that my avatar was approved, but it has not shown up yet beside my posts?

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Mar 18, 2018 0
Community Beginner ,
Mar 20, 2018

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Mar 20, 2018 0
Community Beginner ,
Mar 20, 2018

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No ideas on the avatar?

I have received and e-mail from Adobe asking the best time to call.

I have responded.

I am retired, so am around most of the time.

How much lead time do you need for an appointment, and what time zone are you in so that I do not ask for a call back at a time you are not available?

Software boots up fine, problems start after using the software for a period of time;

When editing, moving clips around, or moving the point across the timeline;

Pretty much in this order;

The display will get jerky,

Audio will then start playing for the last clip displayed and not the clip shown in the viewing window,

The pause play button will start to function incorrectly,

regardless of where the pointer is will just repeat the same audio.

Then

The viewing port will go to black.

Sometimes if I wait long enough a video will reappear, but not play correctly

I can save at this point and it saves all work correctly

I exist the program and reenter and everything works correctly again.

It was suggested in the forum to turn off (uncheck) the hardware acceleration, this has not made any difference.

I have had several different people and a paid consulate look at the machine configuration and all say this is a beast of a machine and should be able to run this software.

Dell has sent this message after remoting in to my computer.

Part of the issue is that Adobe is pulling more system resources than their requirements on the site lists. We frequently see it use more than 4GB of memory and far more processing than a 2Ghz processor would output. Now granted, dynamic resource usage is expected with a program like this, but Adobe doesn’t list any type of formula for calculating resources needed. Without knowing that we can’t make a recommendation on what to buy. We don’t want to waste your time or money.  It just feels like any number we throw out will be a guess though.

I don’t know if it’s possible but you could explore with Adobe the possibility of providing the files(or file size and type) and seeing if Adobe can tell you what the requirements to process those files will be or if there is a maximum system requirements listing.  At least at that point you would know what the high end is.

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Mar 20, 2018 0
Community Beginner ,
Mar 20, 2018

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So got a call from adobe.

the guy essentially said 2018 is having a problem with Nvidia's driver's

fixes, down grade the driver's (Nvidia says there are not any).

Move to Pro CC

When asked specific question on Pro CC support guy said he does not work with Pro CC, but would gladly switch me over to Pro CC

States only 20% of element knowledge transfers to Pro

Down loaded Pro trial, spent 15 minute trying to understand just how to import data into Pro.

There is zero transfer of knowledge, I would be starting from scratch on a recommendation of  a person who has never work with Pro

Conclusion, if I am starting over on a recommendation form someone that does not work with the recommended solution. I can just as easy start over from scratch with some other parties piece of software. The place to start would be to call that parties support and see if there is support as there certainly is no support with adobe.

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Mar 20, 2018 0
Adobe Community Professional ,
Mar 20, 2018

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Premiere Pro is not the answer for your problem, as your computer is not powerful enough to comfortably run Premiere Pro CC.

I'm truly sorry that you could not find a satisfactory solution for your problem.

I hope you find a way to continue your editing.

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Mar 20, 2018 0
Adobe Community Professional ,
Mar 20, 2018

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Glen,

My preference is that something easy would fix this.  That is not happening. 

Over the years, Nvidia drivers have caused issues.  Nvidia changes drivers relatively often due (I think) to video games.  They provide software for managing drivers.  It is not hard to use and you can put older drivers back on you computer unless you are trying to play fresh video games.  I don't think they are good at phone support either.

It is possible that your computer may have trouble with other video software too.  It is a pain, but do trials first before you buy.

Regarding good support, it may not exist anywhere!  The problem is universal with most low priced software.

   The revenue flowing back to the company does not fund hands on, real time support!  I think that is why there are forums like this.  

Regarding other software, I first have to say I like Premiere Elements a lot and it works very well for me.  If it stopped working and I couldn't fix it, my first alternate would be Cyberlink Power Director.  Next it would be one of the Magix programs.  No, I've never used any of them because what I have works so well. Premiere Pro is not a good choice for amateurs that don't edit full time.  It costs $20 every month minimum and is unnecessarily complex.

Good luck with all your projects!

Bill

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Mar 20, 2018 0
Community Beginner ,
Mar 20, 2018

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so, interesting.

my computer is to big for elements and to small for pro

Nvidia is not right for either

I have to say after trying pro for several hours now I hate it.

I really like elements, but cannot make it work, nor can adobe, or dell or nvidia

.......................................................................

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Mar 20, 2018 0
Community Beginner ,
Mar 20, 2018

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Been playing with Pro all night, hours, I can import and export (finding correct settings for importing from a camcorder was impossible), my camcorder is set to 1080MP4 50M what ever that is, could not find fps, under AVCHD I have a choice of 60P or 60i. I am not using AVCHD but MP4/iframe which produces the separate clips. Those files are imported seemingly correctly. The exporting options seem relatively simple to get from YouTube and there seems to be general consequences you use H264, with some custom setting (high bit rate, using the option to use source setting it picked FPS of 59.5)

In all the time I was playing with clips (I do not understand the editing yet, just moved stuff at random) the software operated seamlessly, none of the glitches encountered in elements.

Truly hard to understand why a more complex piece of software will work and a more basic piece has problems. The only time cpu usage approached 80% was when I was rendering. during normal operation it stayed around 25% and memory was at 50%

i have a headache, I do not like the way the video is separated from the audio, the visual presentation of the data with the black background is hard to see. I can shrink down the preview of the media, and the media lists to approach the same presentation as elements but the colors of the video and audio lines are hard to take.

I particularly do not like the idea of a monthly charge, there is the option of a yearly charge, but it is a reoccurring charge just the same.

The idea that this machine was not big enough to run the software is incorrect. I had no lags, or indications in the preference window that the machine was taxed. I can get four more memory sticks (the option is 4 or 8 Gb each but dell does not recommend mixing and I have 4 - 4's now so following dell recommendations I can take the machine to 32 Gb memory

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Mar 20, 2018 0
Adobe Community Professional ,
Mar 20, 2018

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I'm not sure where to look this up.  But, iframe is a Apple thing that Premiere Elements may be poorly equipped to handle.  I think it was related to making iMovie work better.

Two (more) guesses that might make Premiere Elements run right. 

First, downloading an installing Apple's Quicktime may provide the codec Premiere Elements can use to run smoothly.   A version or two ago, Adobe required it.  No, not so much, but sometimes it may still be needed.

Second, would you try some different camera settings?  Something that isn't iFrame.   I don't know your camera brand, but a universal standard lately has be 1920x1080p60 in an MP4. 

What is the camera and what are the setting choices?

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Mar 20, 2018 0
Adobe Community Professional ,
Mar 21, 2018

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50 m stand for megabits per second.  Current cameras range from about 35 to 100.   50 is very good. 

I too am beginning a learning curve with Premiere Pro, but just for brain exercise.

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Mar 21, 2018 0
Community Beginner ,
Mar 21, 2018

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The biggest dislike I have of pro is the organization of the media in the time line. why would you want to separate the audio and the video of the second clip?

I am struggling with time, I see having to learn new software as a real hindrance in my work flow at the moment. I am trying to get the dragster ready for the new season and the first race is 5 weeks away

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Mar 21, 2018 0
Community Beginner ,
Apr 04, 2018

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I have had Pro now for 14 days and have canceled the subscription.

It is an excellent product, and ran perfectly on my computer.

It was just to complicated for what I am doing.

I have come to really like the features in elements.

The engineers at adobe have called and asked for my system configuration, brand of the camera and file format I am shooting in, and a sample video file.

They say they are working with Nvidia to try and come up with a driver that will work. I must not be the only person having problems.

I'm not sure if a solution will be found and if it is if I wold be notified to download a new driver from Nvidia.

For now I will continue to use the buggy performance I have with Elements.

I did add three more 4GB memory sticks (ordered four, but one was incorrect). Currently have 28GB of memory installed and that seems to have helped a little (way more that the min. adobe says you need).

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Apr 04, 2018 0