Premiere Elements 11 reinstall problems

[peterm11395380]

Hello Forum,

after a week of trying ... still getting nowhere.  A few years back I bought a Photoshop/Premiere Elements v.11 from a proper retailer, with discs etc.  It loaded fine.  Now I have upgraded to a SSD on my laptop (Windows 10, i7, 12GB RAM).  Everything else has reloaded fine (Lightroom, PSE 11 from the same disc, etc.), but whatever I try, Premiere Elements will not work.  It seems to install fine, and accepts the serial number off the box etc. ... but when I click on it to open - nothing happens.

I have tried disabling AntiVirus, loading from desktop, and other stuff picked up from this website - but no luck.  The upgrade was done by a proper computer shop, with lots of engineers etc., and I could go back to them next time in town.  But is it necessary, or worth it, and what can they do that I can't anyway? 

thanks to anyone who reads this

[Steve Grisetti]

How large is your SSD and how much free space is left on it?

There is certainly nothing about the hardware itself what would preclude Premiere Elements from opening. However, the program does leave a pretty big footprint, so it won't open if you've only got a few gigs of free space on the drive.

[peterm11395380]

Hiya - the SSD itself is 480, partitioned into two drives of 240.  Premiere Elements is in the C: drive (software) which shows 168 GB free of 223 GB Total  D:\ (User Files) has 219GB free of 222GB Total, and the E:\ (Data) has 361GB free of 909GB Total.  Since posting I have had confirmation from Adobe that the serial number is good, and been directed to the install via download method - which I have tried again with the same result.  It just will not open at all!

[Bill Sprague]

Can you "Run as Administrator"? 

[peterm11395380]

Yes - I have tried "run as administrator" both when installing, and when trying to open after the installation.  No luck 😞

[Bill Sprague]

How did the computer engineers do the upgrade?  Was it some sort of disk cloning?

[peterm11395380]

I am not sure, but it "looks" and feels different now (no screen saver or username for example).  I can ask them.

[Peru Bob]

Is DirectX 9 or 10 installed?

Is Quicktime 7 installed?

Adobe Premiere Elements system requirements

[peterm11395380]

Quicktime 7 is installed, but I don't think DirectX 9 or 10 is.

[Peru Bob]

peterm11395380  wrote

I don't think DirectX 9 or 10 is.

You will need to install one of them if they are not installed.

[peterm11395380]

Thanks.  I'm not entirely sure why, or what it does (something to do with graphics cards I'm guessing!) ... but DirectX 9 is now installed .  Then I re-booted, but sadly PRE11 still will not start up.

[Peru Bob]

Try uninstalling Premiere Elements 11 and then reinstall.

[peterm11395380]

Hi again - I tried that several times to no avail; so tried "troubleshooting".  This informed me that there was a (paid) upgrade that would sort it out.  PSE 11 & PE 11 are quite old now, but despite not being particularly thrilled by the new features ... I decided to upgrade to the 2018 versions.  Guess what, PSE 2018 works perfectly ... but PE 2018, despite appearing to install completely normally ... just will not open.  It is going to have to be a "chat" with the support people at this rate.  So this has now become a "Premiere Elements 2018" issue.   Thanks for all your help with this folks - all very educational for someone who is just trying to do "content" with minimal IT hassle.  Sigh.

[Peru Bob]

Let us know what happens after you contact Adobe Support.

[peterm11395380 · Accepted solution]

OK folks - it has been resolved to my satisfaction and I will try to explain how (it took a while).  First, the Adobe support were good. I gave remote access to a guy who spent 1-2 hours doing all kinds of stuff I did not understand, but establishing that PE2018 worked on the "Administrator" account that is hidden within windows somewhere.  It still did not work on my user account even on "run as administrator.  He arranged to ring back the next morning, but suggested that if I could I should contact "microsoft" to check the user account was not corrupted.  I had to go into town anyway, so took the laptop back to the shop that did the upgrade, and they did their stuff, but concluded that it was an Adobe problem  Adobe rang back this morning and I spoke to the same guy, and asked him if he could help me set up a new and separate user account with administrator rights.  He did it, and lo and behold, it works.  So now I have two user accounts, one called "Standard", and the other called "Video & Audio".  Premiere only works on "Video & Audio", which is fine for me as video uses a lot of resources and I do it separately from other stuff anyway, and because all the data is kept either on shared external Hard Drives or temporarily on the shared SSD.  Adobe gave me an email for the specialist helpline (for Premiere), and I know the guy's name, so if anything changes I can get them to look at it again.  In the meantime tho', although I realise this would not work for everybody, it does work for my own workflow ... so it is "resolved".  Many thanks to all who read and made suggestions.