TechNote

Troubleshoot system errors and freezes when you burn DVDs or Blu-ray discs (Adobe Premiere Elements 4)

What's covered

Overview
Before you begin
Beginning troubleshooting
Project troubleshooting
System troubleshooting

Overview

This document can help you resolve problems that occur when you export Adobe Premiere Elements 4 projects to DVD or Blu-ray disc. These problems can manifest themselves in many different ways, including (but not limited to) unrecognized DVD/Blu-ray burners, errors, freezes, and Adobe Premiere Elements 4 unexpectedly quitting. If Premiere Elements 4 returns an error message, search the Adobe Support knowledgebase for specific solution information before performing the tasks in this document.

Before you begin

To benefit most from this document, perform the tasks in order. Keep track of the tasks that you perform and the results of each, including errors and other problems. Adobe Technical Support can use this information to better assist you if you need to call.

Always restart the computer after a problem occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem.

You must be logged on as an administrator to perform some of the procedures in this document.

Note: The procedures in this document are based on the default interface of Windows, with the exception of the Control Panel. The steps in this document that refer to the Control Panel are in reference to the Classic view. The Control Panel can be switched to the Classic view using the appropriate option located on the left side of the Control Panel.

Some of these procedures may require you to locate hidden files, hidden folders, or files by their full file names, which include extensions (for example, example_filename.ini). By default, Windows Explorer doesn't show hidden files, hidden folders, and file name extensions that it recognizes. For information on showing hidden files and folders in Windows, see "Windows Tip - Show hidden files and folders (Windows XP, Vista)" (TechNote kb402324).

Beginning troubleshooting

The tasks in this section can help you determine if your problem is related to your project or your system. Before performing any of these tasks, back up all personal files (for example, Adobe Premiere Elements files you created).

1. Make sure that the system meets the minimum requirements for Adobe Premiere Elements 4.

Adobe Premiere Elements 4 may not run correctly on a system that doesn't meet the following requirements:

Intel Pentium 4 or Celeron 1.3 GHz (or compatible) processor; Pentium 4 3.0 GHz processor required for HD or Blu-ray
Microsoft Windows XP with Service Pack 2 or Windows Vista
For Windows XP: 512 MB of RAM (1 GB required for HD or Blu-ray)
For Windows Vista: 1 GB of RAM (2 GB required for HD or Blu-ray)
4.5 GB of available hard-disk space
Color monitor with 16-bit color video card
1,024x768 monitor resolution at 96 dpi or less
Microsoft DirectX 9 or 10 compatible sound and display driver
DVD-ROM drive (compatible DVD burner required to burn DVDs; compatible Blu-ray burner required to burn Blu-ray Discs)
DV/i.LINK/FireWire/IEEE 1394 interface to connect a Digital 8 or DV camcorder, or a USB2 interface to connect a DV-via-USB-compatible DV camcorder (other video devices supported via the Media Downloader)

Note: To check basic system information, such as processor speed and how much RAM is installed, choose Start > Control Panel > System.

2. Make sure that the project size does not exceed disc capacity.

If the project is larger than the maximum capacity of the DVD or Blu-ray disc, then you won't be able to export it to DVD or Blu-ray disc. If the project exceeds disc capacity, then Adobe Premiere Elements 4 displays a warning message and the Burn button is unavailable. A standard single-layer DVD should hold up to 2 hours of video. A standard dual-layer DVD should hold up to 4 hours of video, depending on your transcode settings. A standard single-layer Blu-ray disc should hold up to 4.5 hours of high-definition (HD) video or 11 hours of standard-definition (SD) video. Premiere Elements only supports the single-layer Blu-ray format.

3. Burn the project to a DVD folder.

This step is only applicable if you are attempting to burn a DVD. If you are attempting to create a Blu-ray disc, please proceed to Step 5.

If Adobe Premiere Elements 4 successfully creates a DVD folder on the hard disk, then the problem is most likely not being caused by your project. Continue your troubleshooting with System Troubleshooting (step 8).

If Adobe Premiere Elements 4 does not successfully create a DVD folder on the hard disk, then the problem may be with your project. Continue your troubleshooting with the next step.

4. Build a DVD folder from the sample project in the tutorial.

This step is only applicable if you are attempting to burn a DVD. If you are attempting to create a Blu-ray disc, please proceed to Step 5.

Start Premiere Elements and at the welcome screen choose tutorials. This will load the sample movie project.
Select the Share tab and choose Disk. Change the Burn to option to Folder (4.7 GB) or Folder (8.5 GB).
Click Burn.

If you can build a DVD folder from the tutorial project, then continue troubleshooting with Project Troubleshooting (Step 5).
If you cannot build a DVD folder from the tutorial project, then continue troubleshooting with System Troubleshooting (Step 8).

Project troubleshooting

If you have determined the problem to be with your project, then try the following troubleshooting tasks.

5. Render the project timeline before you export to DVD or Blu-ray disc.

Prerendering the project timeline helps you to detect and eliminate problems with particular project media or effects. If an error or problem occurs when you render the timeline, then troubleshoot the media or effect in the timeline.

6. Troubleshoot clip media used in the project.

Open the project in Adobe Premiere Elements 4.
Save your original project and create a test project; Choose File > Save As and rename the project test .
Delete the clip media from approximately the last half of your timeline.
Select the Share tab and choose Disk. Select the DVD or Blu-ray settings you want, and then click Burn:
- If the error happens again, then repeat steps 3 and 4, deleting approximately half of the remaining clip media from the timeline until the error no longer occurs.
- If the error no longer occurs, then add back the clips that you removed in small groups and test after each addition. When the error happens again, one of the most recent clips added back to the timelines is the cause.
Once you identify the problem clip, return to your original project and remove and replace the problem clip media.
Save the corrected version of the project and export it to DVD or Blu-ray disc.

7. Export the project as a Microsoft DV AVI file, and then import it into a new project.

Export the project timeline to the hard disk as a Microsoft DV AVI file, and then import the file into a new Adobe Premiere Elements 4 project before you export it to DVD or Blu-ray disc.

System troubleshooting

If you have determined that the problem is with your system, then try the following troubleshooting tasks.

8. Completely erase all DVD or Blu-ray discs before exporting.

If you use a rewritable DVD or Blu-ray disc, use a third-party utility to perform a full erase of the disc before you export.

Note: You may experience other errors if you use rewritable DVDs. If you use rewritable DVD discs, and erasing the disc does not resolve the issue, then use a non-rewritable DVD.

9. Try a different type or brand of media, or a different DVD or Blu-ray burner.

DVD and Blu-ray burners only support the disc formats and speeds for which they are designed. For more information about which disc formats and speeds your DVD or Blu-ray burner supports, contact the manufacturer.

Some DVD and Blu-ray burners don't work well with certain brands of media, and some brands of DVD or Blu-ray burners don't work as well with Adobe Premiere Elements 4 as they do with other applications. You can check the compatibility of different brands of media and burners on the Video Help website at www.videohelp.com/dvdmedia. You can check the compatibility of your DVD or Blu-ray burner with Adobe Premiere Elements 4 on the Adobe website at www.adobe.com/products/premiere/dvhdwrdb.html .

10. Close any other DVD or Blu-ray disc applications.

If other applications that access the driver for the DVD or Blu-ray drive are running at the same time as Premiere Elements 4, they can conflict with Premiere Elements and cause errors. Close any other DVD or Blu-ray disc applications and restart the computer before building the project to ensure that they are not interfering with Premiere Elements.

If closing other applications and restarting the computer does not work, remove other DVD or Blu-ray disc burning applications and restart the computer. (Removing the applications may be necessary to remove conflicting drivers.)

11. Disable startup items and services.

Antivirus software, firewall software, anticrash software or other applications and services that are typically loaded when Windows starts may interfere with the burning process. You can temporarily disable nonessential startup items and services from loading by using the Windows System Configuration Utility.

To start Windows in a simplified mode:

Quit all applications.
Do one of the following:
- On Windows XP, choose Start > Run, and type msconfig in the Open text box. Click OK.
- On Windows Vista, choose Start, type msconfig in the Search text box, and then press Enter.
Write down all unselected items under the Startup and Services tabs.
Click the General tab, and choose Selective Startup.
Click the Startup tab and select Disable All.
Click the Services tab and select Hide All Microsoft Services.
Select Disable All then reselect FLEXnet Licensing Service. If you are unsure whether an item is essential, leave it deselected (disabled).
Click Apply, and restart Windows for the changes to take effect.

Note: Upon restart, you'll be notified that the System Configuration utility has made changes to the way that Windows starts up. Click OK. When the System Configuration utility appears, click Cancel.
Right-click icons in the Notification Area and close or disable any startup items that are still active.
Try to recreate the problem.
- If the problem no longer occurs, then one of the startup items conflicts with Adobe Premiere Elements 4. Re-enable startup items one at a time, testing each time until you determine which item conflicts with Adobe Premiere Elements 4. Contact that item's manufacturer to see if an update is available.
- If the problem recurs, then startup items are not the cause of the problem and you can re-enable them.

To re-enable startup items:

Do one of the following:
- On Windows XP, choose Start > Run, and type msconfig in the Open text box. Click OK.
- On Windows Vista, choose Start, type msconfig in the Search text box, and then press Enter.
Click the General tab, and choose Normal Startup.
Deselect any items that you wrote down in Step 3 of the previous section.
Click Apply, and restart Windows for the changes to take effect.

12. Disable the IMAPI CD-Burning COM Service. (Windows XP only)

Note: In Windows Vista, the IMAPI service is implemented differently and is not loaded as a background service.

The native Windows CD burning service (IMAPI CD-Burning COM Service) may cause conflicts when you try to export to a DVD or Blu-ray disc from Adobe Premiere Elements 4. You may need to disable this service before you export a DVD or Blu-ray from Adobe Premiere Elements 4.

Note: Disabling the IMAPI CD-Burning COM Service disables the ability of Windows XP to natively burn CD-R/RWs.

To disable the IMAPI CD-Burning COM Service:

Choose Start > Settings > Control Panel, and then double-click Administrative Tools.
Double-click Services.
Right-click IMAPI CD-Burning COM Service and choose Properties.
If the service status is Started, click the Stop button.
Choose Disabled from the Startup Type menu.
Click Apply, and then click OK.

Try to export an Adobe Premiere Elements 4 project to DVD or Blu-ray disc. If you cannot export a project to DVD or Blu-ray disc without error, then you can re-enable the IMAPI CD-Burning COM Service. To re-enable the IMAPI CD-Burning COM Service, repeat steps 1-6, but choose Automatic from the Startup Type menu in step 5.

13. Switch the DVD drive controller to DMA Mode.

DMA (Direct Memory Access) and PIO (Program Input/Output) are used for data transfer. Drives that are set to use PIO instead of DMA require more CPU cycles and transfer data more slowly than drives using DMA. By selecting DMA for the DVD or Blu-ray drive, you may increase the drive's performance and reduce the likelihood of errors.

To select DMA for the DVD or Blu-ray drive:

Note: You must enable DMA in the system BIOS before you can complete this procedure. See the computer or motherboard documentation for additional information.

Choose Start > Control Panel.
Double-click System.
Do one of the following:
- On Windows XP, choose the Hardware Tab and click Device Manager.
- On Windows Vista, choose Device Manager in the Tasks pane.
Expand IDE ATA/ATAPI Controllers and double-click an IDE controller.
Click the Advanced Settings tab.
Do one of the following:
- On Windows XP, choose DMA If Available from the Transfer Mode menu.
- On Windows Vista, select the Enable DMA checkbox.
Repeat steps 5-6 for each IDE controller in the IDE ATA/ATAPI Controllers list.

14. Update the DVD/Blu-ray burner firmware.

Contact the DVD/Blu-ray burner manufacturer for the most recent firmware available for your burner.

15. Update the video card driver.

Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, contact the video card manufacturer for an updated driver, or download one from the manufacturer's website. (To determine the manufacturer of a video card, view the card's properties in Device Manager.)

16. Disconnect additional DVD or Blu-ray burners.

If you have multiple DVD or Blu-ray burners connected to the computer, then they may cause errors in Adobe Premiere Elements 4. Disconnect any additional DVD or Blu-ray burners before you build an Adobe Premiere Elements 4 project to ensure that other burners don't interfere with the burner you use to build a project.

17. Export the project using one of the DVD or Blu-ray compatible presets.

If you are trying to create a DVD, export the project as a standard DVD MPEG-2 file and use an alternative DVD authoring application to create a DVD. If you are trying to create a Blu-ray disc, export the project using one of the H.264 or HD presets and use an alternative Blu-ray authoring application to create your Blu-ray disc.

To create a DVD-compliant MPEG2 file from Adobe Premiere Elements 4:

Select the Share tab.
Choose Personal Computer.
Select MPEG from the list of available formats.
Choose one of the NTSC DVD or PAL DVD presets from the Presets popup menu.
Enter a name and location for the file.
Click Save.

To create a Blu-ray-compliant file from Adobe Premiere Elements 4:

Select the Share tab.
Choose Personal Computer.
Select MPEG from the list of available formats.
Choose one of the H.264 or HD presets from the Presets popup menu.
Enter a name and location for the file.
Click Save.

If you cannot burn a DVD or Blu-ray disc in another application, then the DVD or Blu-ray burner or associated drivers may be causing the error.

If you can burn a DVD in another application, then continue with the troubleshooting tasks in this document. Alternatively, if you were successful in creating a DVD folder, then you can use another DVD authoring application to burn those files to DVD.

18. Disable Windows AutoPlay.

The Windows AutoPlay feature may conflict with the DVD/Blu-ray burning process and cause errors. For more information about disabling AutoPlay, see Windows Help.

19. Refresh the DVD drivers list in the Windows registry.

Note: This task applies to DVD drives only. If your issue is related to a Blu-ray drive, skip this task.

Installation of other DVD- and CD-burning applications may alter the drivers list in the Windows registry. Refreshing this list may resolve problems accessing the DVD burner from Adobe Premiere Elements 4.

Disclaimer: The registry contains system-related information that is critical to your computer and applications. Before modifying the registry, be sure to make a backup copy of it. Adobe doesn't provide support for problems that arise from improperly modifying the registry. Adobe strongly recommends that you have experience editing system files before you modify the registry. For information on the Windows Registry Editor, see the documentation for Windows or contact Microsoft Technical Support.

To refresh the DVD drivers list in the Windows registry:

Remove Adobe Premiere Elements 4.
Do one of the following:
- On Windows XP, choose Start > Run, and type regedit in the Open text box. Click OK.
- On Windows Vista, choose Start, type regedit in the Search text box, and then press Enter.
Select the HOKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E965-E325-11CE-BFC1-08002BE10318} registry key.
Choose File > Export, enter a name and location for the backup registry key, and then click Save.
In the right panel of the Registry Editor, select the Lower filters line, and press Delete.
Select the Upper filters line, and press Delete.
Close the Registry Editor.
Restart Windows.
Reinstall Adobe Premiere Elements 4.
Restart Windows.

Note: If this solution doesn't resolve the problem, then you can restore the DVD drivers list in the Windows registry by double-clicking the registry key you exported in step 4 and restarting Windows.

20. Visit the Adobe User to User Forums.

You can see if other Adobe customers have a similar problem by visiting the User to User Forums at www.adobe forums.com. If other users have experienced the same problem, then Adobe Technical Support may be able duplicate and research the problem.

21. Contact Adobe Technical Support.

If none of the above steps has resolved the error or freeze that you are experiencing with Premiere Elements, then you should contact Adobe Technical Support. You can find the support options at the Adobe Support Center.