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Red Screen and Freezing

New Here ,
Mar 22, 2020

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Hello Experts!

I am experiencing several issues on my new Premier Elements installation. It works fine until I try to view in the preview screen and then I get either a red screen, a black screen, a grey screen or the whole thing just freezes.

Any help would be appreciated

Cheers

Richard

 

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Error or problem, Freeze or hang, User interface or workspaces

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Red Screen and Freezing

New Here ,
Mar 22, 2020

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Hello Experts!

I am experiencing several issues on my new Premier Elements installation. It works fine until I try to view in the preview screen and then I get either a red screen, a black screen, a grey screen or the whole thing just freezes.

Any help would be appreciated

Cheers

Richard

 

TOPICS
Error or problem, Freeze or hang, User interface or workspaces

Views

92

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Mar 22, 2020 0
Adobe Community Professional ,
Mar 22, 2020

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Without knowing more, my first guess would be you might need to update your video driver.  You've said nothing about the video sources or your computer.  

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Mar 22, 2020 0
New Here ,
Mar 22, 2020

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It has a Radeon RX580 Graphics Card. I updated the drivers just last night. These are videos that I made with a Panasonic Lumix FZ300 DSLR. I can play movies on it from other sources with no problems if that helps

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Mar 22, 2020 0
New Here ,
Mar 22, 2020

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The computer is a Dell 27 7000 all in one with 16GB of RAM and a 1 TB SSD

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Mar 22, 2020 0
Adobe Community Professional ,
Mar 22, 2020

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Given that, I would suggest you use Adobe's online support through a "chat" session.  Start it by finding "Online Support" in the Help menu.  That will take you to a website.  In the lower right corner is an "bubble" icon.  Normally it can be fairly efficient, but in our extraordinary time right now, you may need to be patient.  

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Mar 22, 2020 0
New Here ,
Mar 22, 2020

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I did try that but it answers before I can even finish what I'm entering. Looks like just a different way to search the databases. Is there a way to call and actually talk with a human being?  If not I'll try after the website again after this. Adobe is in a mood now where it won't even launch from the opening splash page. The only way to go forward is to reboot the whole computer

Thanks and Be Well

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Mar 22, 2020 0
Adobe Community Professional ,
Mar 22, 2020

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You can Google for a phone number, but they can't do much because they can't see your screen.  Go here and click on where the arrow points:  https://helpx.adobe.com/contact.html

 

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Mar 22, 2020 0