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How to find an Adobe support person

Specific to Premiere Elements version 14

Re: How to find an Adobe support person

Postby Steve Grisetti » Wed Oct 11, 2017 4:06 pm

Well, I can't guarantee it's a fix. But it definitely improves things.

I'm also experimenting with moving the Media Cache to my F drive rather than my C, but so far it's not a big boost. I've also been experimenting with manually deleting ALL media cache files so that the program must re-produce them. Again, some small gains. But something is definitely odd about how the program handles some source file formats -- even if it matches project settings to them.
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Re: How to find an Adobe support person

Postby mikecox » Thu Oct 19, 2017 2:27 pm

Steve Grisetti wrote:I've been experimenting with Premiere Elements and I may have discovered something that may help, Mike.

Go to C\Users\[USERNAME]\AppData\Roaming\Adobe\Common\Peak Files (you'll need to enable Show All Files in your Explorer/Folder Options to see these files) and delete the .pek files for your video clips. This will force the program to recreate them when you next re-open your project.

I just stumbled onto the post, don't know how it got by me, but thanks.
The problem is that I didn't find any .pek files in the "Common" folder, and I had the "Hidden items" checked in Explorer otherwise I believe AppData would have been hidden.
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Re: How to find an Adobe support person

Postby Steve Grisetti » Thu Oct 19, 2017 3:48 pm

That's strange. I don't know what to tell you, Mike. That's where my peak files are on Windows 10 Pro!
3.6 ghz i7-7700 running Windows 10 Pro 64-bit with 16 gigs RAM and a 2 terrabyte HD. Also iMac 2.6 ghz dual-core, 4 gigs of RAM, running OSX El Capitan and Boot Camp Windows 10 64-bit.
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Re: How to find an Adobe support person

Postby Ron » Fri Oct 20, 2017 2:59 am

Not sure if this will help, but make sure to check "File name extensions" and go to your "Media Cache Files" folder.
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Re: How to find an Adobe support person

Postby mikecox » Fri Oct 20, 2017 6:53 pm

Ron wrote:Not sure if this will help, but make sure to check "File name extensions" and go to your "Media Cache Files" folder.


The original post listed the path as AppData...Adobe/Common. When I opened the Media Cashe Files folder I found the .pek file.

Should I remove ALL 127 for them?

Thanks
Michael :cool:
Pr Pro, Ps and Lr CC, Canon Cameras: 60D and 70D
WIN10 Pro, Surface Book,
i7-6600U CPU@2.6GHz 2.81, 16GB RAM,475 GB SSD, 211 Free
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Re: How to find an Adobe support person

Postby Steve Grisetti » Fri Oct 20, 2017 8:20 pm

Why not?
3.6 ghz i7-7700 running Windows 10 Pro 64-bit with 16 gigs RAM and a 2 terrabyte HD. Also iMac 2.6 ghz dual-core, 4 gigs of RAM, running OSX El Capitan and Boot Camp Windows 10 64-bit.
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Re: How to find an Adobe support person

Postby Bob » Fri Oct 20, 2017 10:54 pm

Go ahead. Premiere elements will recreate them if they are needed. FYI, Pek files contain the data to draw the wave forms of the audio on the time line.

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Re: How to find an Adobe support person

Postby mikecox » Sat Oct 21, 2017 1:50 pm

Steve Grisetti wrote:Why not?
You're asking me? :hyst:
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Pr Pro, Ps and Lr CC, Canon Cameras: 60D and 70D
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Re: How to find an Adobe support person

Postby mikecox » Sat Oct 21, 2017 1:50 pm

Bob wrote:Go ahead. Premiere elements will recreate them if they are needed. FYI, Pek files contain the data to draw the wave forms of the audio on the time line.

[ Post made via Mobile Device ] Image
Ok, thanks
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Pr Pro, Ps and Lr CC, Canon Cameras: 60D and 70D
WIN10 Pro, Surface Book,
i7-6600U CPU@2.6GHz 2.81, 16GB RAM,475 GB SSD, 211 Free
Intel HD Graphics 520, NVIDIA GeForce GPU
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Re: How to find an Adobe support person

Postby mikecox » Mon Feb 19, 2018 1:50 pm

This is a follow-up, an fyi.

I took my Surface Book into the MS Store last week and they told me that the problem I've been having was due to the fact that the battery in the tablet part of my SB was dead, and not charging. I was aware of this issue but it didn't appear to be a problem, except for the fact that the Tablet cannot be removed when the battery is dead and I didn't care about using the Tablet so I didn't attempt a fix.

The tech at the MS Store told me that the video functions were in the Tablet part of the computer and since the battery was dead it should be expected to that its functions would be compromised. He also told me that it could not be repaired and that I would have to purchase a replacement, which I am preparing to do after I've reset this unit. He also assured me that PrPro will run on this computer.

I will update this post when I have the replacement and have installed PrPro on it.
Michael :cool:
Pr Pro, Ps and Lr CC, Canon Cameras: 60D and 70D
WIN10 Pro, Surface Book,
i7-6600U CPU@2.6GHz 2.81, 16GB RAM,475 GB SSD, 211 Free
Intel HD Graphics 520, NVIDIA GeForce GPU
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Re: How to find an Adobe support person

Postby Chuck Engels » Tue Feb 20, 2018 9:25 pm

Thanks for the update Mike, looking forward to the day when you can say "Hey, Everything is working !!"
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Re: How to find an Adobe support person

Postby mikecox » Thu Feb 22, 2018 3:03 pm

Me too, I want to get on with normal editing questions, that have answers!

I am taking my SB book in tomorrow for a replacement. I will then load Pr Pro onto it and take it for a spin. I'll let you know who it behaves.
Michael :cool:
Pr Pro, Ps and Lr CC, Canon Cameras: 60D and 70D
WIN10 Pro, Surface Book,
i7-6600U CPU@2.6GHz 2.81, 16GB RAM,475 GB SSD, 211 Free
Intel HD Graphics 520, NVIDIA GeForce GPU
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