Unable to open media

Community Beginner ,
Jun 26, 2021 Jun 26, 2021

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Using Elements 2021 for the first time.

 

Every time I attempt to open a file, the program stalls and fails to open, let alone add the file to the timeline.

 

Please advise

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Freeze or hang

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Adobe Community Professional ,
Jun 26, 2021 Jun 26, 2021

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Mac or Windows, and exactly which version of the operating system?

 

Also, details about system hardware and especially video card driver version?

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Community Beginner ,
Jun 26, 2021 Jun 26, 2021

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My apologies...

 

Windows 10 PC :

Device name Doug-Desktop-2021
Processor Intel(R) Core(TM) i5-4590 CPU @ 3.30GHz 3.30 GHz
Installed RAM 24.0 GB (23.9 GB usable)
Device ID 4577DD42-5911-471C-9986-66CCEAE975A8
Product ID 00330-80000-00000-AA685
System type 64-bit operating system, x64-based processor
Pen and touch No pen or touch input is available for this display

 

Edition Windows 10 Pro
Version 21H1
Installed on ‎2021-‎03-‎24
OS build 19043.1081
Experience Windows Feature Experience Pack 120.2212.3530.0

 

Video-

Intel HD Video 4600

 

I using the trial version of Premiere Elements, assume it relatively up to date

 

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Adobe Employee ,
Jun 26, 2021 Jun 26, 2021

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Hi there,

Thanks for writing in. We can get this checked.

In addition to the question asked by th expert above, do you get any error message when the application fails to open?

 

Let us know. 

Best,

Shivangi

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Community Beginner ,
Jun 26, 2021 Jun 26, 2021

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No error message, just "stopped responding"

 

Was able to load files into Organizer but not into Video Editor

 

basic mp3 and mpg files

 

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Adobe Community Professional ,
Jun 26, 2021 Jun 26, 2021

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>Edition Windows 10 Pro Version 21H1

Based on another discussion, that is an early release (aka Beta) version... HOWEVER I have that version and no problems

Intel i9-10900k CPU in ASUS-Prime-Z490-P motherboard with 64Gig TEAMGROUP-3200MHz Ram
Seagate-FireCuda 500Gig M.2 for Windows and programs and usual Documents files
500Gig SSD for temporary and output files, 1T SSD for video and picture input files
Video MSI GeForce GTX 1650 128 Bit Graphics 4Gig GDDR6 Ram driver 456.71 + a DVD drive

 

>Video- Intel HD Video 4600

Windows is often not up to date when it comes to device drivers... go to Intel to see if there is a new driver

OR

Go to the vendor for your computer to see if there is an update that is specific to your computer

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Community Beginner ,
Jun 26, 2021 Jun 26, 2021

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LATEST

Drivers are up to date, according to Windows and Intel .

 

Able to access files in other photo and video editing software

 

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