What is the average response time from Tech Supt? at DVinfo.net

Tripp Woelfel · February 13th, 2008, 11:40 AM

I'm curious because I need a response from the support group. AspectHD was never functional at any point in my trial, which has now expired, and after trying to uninstall the product PP won't open any projects. It simply hangs. The problem has been traced, by me, to remnants of AspectHD that are not uninstalled with the rest of the program. So here I sit, awaiting a response to either of the two tickets I've submitted on this series of problems, flat on my tuchas.

I don't mean for this to sound like a rant, but it probably does, but I am deeply frustrated by the lack of help.

Tickets:
611-5708480
611-5627775

Carl Middleton · February 13th, 2008, 11:51 AM

Have you tried reinstalling Premiere?

If you're flat out of work - it might be the best and quickest option, rather than tracing down component weirdness. Give yourself a fresh start.

C

Tripp Woelfel · February 13th, 2008, 11:56 AM

Yep. Reinstalled CS3 last night. Same problem.

Reinitializing the system is my option of last resort, but I am preparing for it. Part of that process is off-loading all of the content on the C drive to an external one. Windows is telling me that will take over eight hours. To get everything rebuilt will take about two days. I'd rather not do that if I can avoid it.

David Newman · February 13th, 2008, 12:08 PM

Sound like you PC has other issues if you couldn't Aspect HD to work. The only components that impact Premiere can be manually deleted in few seconds.

Delete this folder
C:\Program Files\Adobe\Adobe Premiere Pro CS3\Plug-ins\en_US\CineForm
and
these files
C:\Program Files\Adobe\Common\Plug-ins\CS3\MediaCore\im-CFHD_File_Import.prm
C:\Program Files\Adobe\Common\Plug-ins\CS3\MediaCore\debayer*.dll

Optionally delete this folder (presets):
C:\Program Files\Adobe\Adobe Premiere Pro CS3\Settings\en_US\CineForm

and this file
C:\Program Files\Adobe\Adobe Premiere Pro CS3\Plug-ins\en_US\Editing Modes\CineForm Editing Modes.xml

All are removed with an uninstall if the machine is healthy. If you have problems with these files gone, the issue is elsewhere.

To force Premiere to re-think its plug-ins, hold down the shift key while Premiere starts up.

Tripp Woelfel · February 13th, 2008, 12:19 PM

David, Thanks. The first two files you mention were still on the machine. Deleting them seems to have solved the problem.

I'm running Vista. Some would say that's an issue unto itself.

Thanks again.

February 13th, 2008, 11:40 AM	#1
Tripp Woelfel Trustee Join Date: Jan 2008 Location: North Conway, NH Posts: 1,745	What is the average response time from Tech Supt? I'm curious because I need a response from the support group. AspectHD was never functional at any point in my trial, which has now expired, and after trying to uninstall the product PP won't open any projects. It simply hangs. The problem has been traced, by me, to remnants of AspectHD that are not uninstalled with the rest of the program. So here I sit, awaiting a response to either of the two tickets I've submitted on this series of problems, flat on my tuchas. I don't mean for this to sound like a rant, but it probably does, but I am deeply frustrated by the lack of help. Tickets: 611-5708480 611-5627775

February 13th, 2008, 11:51 AM	#2
Carl Middleton Major Player Join Date: Sep 2007 Location: Fernandina Beach, FL Posts: 562	Have you tried reinstalling Premiere? If you're flat out of work - it might be the best and quickest option, rather than tracing down component weirdness. Give yourself a fresh start. C __________________ Carl Middleton Whizkid Mediaworks

February 13th, 2008, 12:08 PM	#4
David Newman CTO, CineForm Inc. Join Date: Jul 2003 Location: Cardiff-by-the-Sea, California Posts: 8,095	Sound like you PC has other issues if you couldn't Aspect HD to work. The only components that impact Premiere can be manually deleted in few seconds. Delete this folder C:\Program Files\Adobe\Adobe Premiere Pro CS3\Plug-ins\en_US\CineForm and these files C:\Program Files\Adobe\Common\Plug-ins\CS3\MediaCore\im-CFHD_File_Import.prm C:\Program Files\Adobe\Common\Plug-ins\CS3\MediaCore\debayer*.dll Optionally delete this folder (presets): C:\Program Files\Adobe\Adobe Premiere Pro CS3\Settings\en_US\CineForm and this file C:\Program Files\Adobe\Adobe Premiere Pro CS3\Plug-ins\en_US\Editing Modes\CineForm Editing Modes.xml All are removed with an uninstall if the machine is healthy. If you have problems with these files gone, the issue is elsewhere. To force Premiere to re-think its plug-ins, hold down the shift key while Premiere starts up. __________________ David Newman -- web: www.gopro.com blog: cineform.blogspot.com -- twitter: twitter.com/David_Newman

February 13th, 2008, 11:56 AM	#3
Tripp Woelfel Trustee Join Date: Jan 2008 Location: North Conway, NH Posts: 1,745	Yep. Reinstalled CS3 last night. Same problem. Reinitializing the system is my option of last resort, but I am preparing for it. Part of that process is off-loading all of the content on the C drive to an external one. Windows is telling me that will take over eight hours. To get everything rebuilt will take about two days. I'd rather not do that if I can avoid it.

February 13th, 2008, 12:19 PM	#5
Tripp Woelfel Trustee Join Date: Jan 2008 Location: North Conway, NH Posts: 1,745	David, Thanks. The first two files you mention were still on the machine. Deleting them seems to have solved the problem. I'm running Vista. Some would say that's an issue unto itself. Thanks again.