Need in-person technical support, Denton, TX
I have been struggling with Premiere Elements daily for about six weeks. Virtually nothing works as expected. I have completed training. I have asked here. I have used the Adobe Chat feature. I have reinstalled the software. I have optimized my hard drive. (I have no problems editing videos with Windows Movie Maker Live with this same computer.)
I have to assume there is something wrong with my hardware configuration or the way the PE11 is set up on my computer. (Either that or PE11 is crap, and I'm really leaning towards this latter explanation.)
How do I find someone who can help me in person?
Cindy,
Great news!
Now, if you DID Delete your Prefs file, as ATR instructed, and it became instantly corrupted, I would survey your I/O sub-system, I.e. your HDD's, in case there is some issue there, that is causing corruption.
Some Adobe users seem to need to refresh their Prefs files often (used by several Adobe programs), but in 20 years of heavy use, I have had to do so only once in Photoshop, and that was when another program crashed my system during a Save, and have never had to do so with any version of Premiere (the original Premiere, Premiere Pro or Premiere Elements). Maybe I have just been very lucky. Pref files can become corrupt, but not all that often - I would fear that something was wrong somewhere.
1. The support rep didn't charge me the $39. I asked him how I was supposed to pay, and he said, no charge. I have no idea why.
That was a kind gesture, and I am glad to hear of it. I know that Adobe has been working on both Customer Support and Technical Support, so perhaps that tech rep was trying to do their part. Good news.
2. About a week ago, a support rep on chat told me that PE11 didn't work with the iPhone. So I've been jumping through hoops to reformat my files before bringing them in to PE11. After deleting the preference file, PE11 worked with my .mov file (iPhone 5 video) just fine. Go figure.
Where iPhone footage CAN be an issue, is if the device uses Variable Frame-Rates, when recording. I first started seeing that, with the iPhone 4S (could have been before, but I did not read of it), and then more with the iPhone 5. Personally, I do not know when the Variable Frame-Rate is invoked - maybe when shooting high-motion, that then slows, or stops? Maybe others can tell you more about the devices?
If your iPhone footage is NOT Variable Frame-Rate, then PrE should have no issues with it. Just remember to shoot in Landscape Mode, and not Portrait.
Many users, with iPhone 5's, have found that if they Open their Variable Frame-Rate footage in Apple's QuickTime Pro (a US$ 29 upgrade/unlock), then Export to MOV or MP4 w/ the H.264 CODEC, that resultant footage will be a Constant Frame-Rate, and will then Import fine, into PrE. There are probably other workflows, but the QT Pro method has become popular with the PrPro crowd.
Good luck,
Hunt
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The frequency of the Adobe presence in this forum is undefined. And, the Chat opportunities for technical support (even for the current version) are limited. As you found, they point you to Ask the Community which is us user to user.
There are some active Chat Panel for certain topics. If any apply to you
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Although "Contact Customer Care" is shown for different categories above, they do not represent the same URL. So Return/Refund "Contact Customer Care" should take you to Return/Refund Chat Panel, and Activation "Contact Customer Care" should take you to that Activation Chat Panel.
For technical matters, we would be glad for the opportunity to be of assistance user to user after you present the details of your Premiere Elements technical issue.
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