Considering a move from Premiere Pro

[Ivan Myles]

I empathize with your situation, but there might be a simple solution to the error message. Check the text file on your harddrive listing Adobe-approved cards (do a file search for cuda_supported_cards.txt). Close all Adobe apps, open the file, and add the card to the list if it does not already appear.

[Steve Brame]

Thanks, but the problem was that CC had installed a much earlier version of Premiere which didn’t recognize the 770’s driver version. I performed another uninstall/reinstall, and this time it installed the correct 7.2.2(33) version of Premiere, so CUDA is now available. Unfortunately, reinstalling introduces old plugin problems, necessitating a plugin cache rebuild, which then results in an activation issue making AVCHD files unsupported – again. I’m in a vicious cycle.

Asus P6X58D Premium * Core i7 950 * 24GB RAM * nVidia Quadro 4000 * Windows 7 Premium 64bit * System Drive – WD Caviar Black 500GB * 2nd Drive(Pagefile, Previews) – WD Velociraptor 10K drive 600GB * Media Drive – 2TB RAID0 (4 – WD Caviar Black 500GB drive) * Matrox MX02 Mini * Adobe CC
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“98% of all computer issues can be solved by simply pressing ‘F1’.”
Steve Brame
creative illusions Productions

[Dennis Radeke]

Steve,

Sorry to hear that you’re having difficulty. When you uninstalled, did you use the Adobe Cleaner tool before you reinstalled everything? Also, while you installed the initial 7.0.0, you could simply update it back to 7.2.2 as well.

Here’s the link to see what I’m talking about: https://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation-problems.html

Dennis – Adobe guy

[Steve Brame]

Thanks Dennis, but as I stated in my last post, I used the Cleaner Tool after uninstalling.

Also, CC showed my install of PPro as being ‘Up to date’, although it was clearly not.

As I also said, after uninstalling, cleaning then reinstalling a 2nd time, the correct version was installed. While this opened up a whole new set of problems on it’s own, I was able to sort through those without having to resort to(shudder)another chat session with “support”.

We’re going to see how it goes for a bit, but we’re going to be looking at other solutions in the interim. We’re suffering productivity because of an influx of problems and lack of support for them.

Asus P6X58D Premium * Core i7 950 * 24GB RAM * nVidia Quadro 4000 * Windows 7 Premium 64bit * System Drive – WD Caviar Black 500GB * 2nd Drive(Pagefile, Previews) – WD Velociraptor 10K drive 600GB * Media Drive – 2TB RAID0 (4 – WD Caviar Black 500GB drive) * Matrox MX02 Mini * Adobe CC
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“98% of all computer issues can be solved by simply pressing ‘F1’.”
Steve Brame
creative illusions Productions

[Pat Horridge]

Well being a moderator on the Avid community forums I can say thetes great support there. And Avids official support has always been top notch. With the new Media Composer 8 subscription model all users gave the full Avid support package.
But I wouldn’t suggest making a major change in you NLE based on one bad support experience.

Pat Horridge
Technical Director, Trainer, Avid Certified Instructor
VET
Production Editing Digital Media Design DVD
T +44 (0)20 7505 4701 | F +44 (0)20 7505 4800 | E pat@vet.co.uk |
http://www.vet.co.uk | Lux Building 2-4 Hoxton Square London N1 6US

[Steve Brame]

We’d actually be changing back. We were an Avid house prior to switching to Premiere. Still have the dongle! It ought to be worth something.

And anyway, it’s not been only one bad experience – there have been several. Plus the stories I read here and on Adobe’s forums.

I actually don’t even feel that it’s because of the bad support, per se. That in itself can be merely a symptom of deeper issues which do not bode well for a professional that relies heavily on a particular platform.

While comparatively, I do not care as much for Avid’s interface and workflow, I remember that I never had to spend hours or days trying to troubleshoot software issues, and was never advised that a general remedy would be to uninstall/re-install every time I encountered a problem that has flummoxed “support”. However, I left during the earlier stages of Media Composer’s move toward being software based, and I do realize that Avid have worked to make many improvements.

Asus P6X58D Premium * Core i7 950 * 24GB RAM * nVidia Quadro 4000 * Windows 7 Premium 64bit * System Drive – WD Caviar Black 500GB * 2nd Drive(Pagefile, Previews) – WD Velociraptor 10K drive 600GB * Media Drive – 2TB RAID0 (4 – WD Caviar Black 500GB drive) * Matrox MX02 Mini * Adobe CC
——————————————-
“98% of all computer issues can be solved by simply pressing ‘F1’.”
Steve Brame
creative illusions Productions

[Kevin Monahan]

Hi Steve,

[Steve Brame] “”I am sorry that I am not sure that we are not sure of timeframe since our relevant team have verify the case details and will contact you with a reslution.””

First of all, sorry that you had a poor experience with support. It appears that you contacted support on Saturday. Only our front line support staff is on the line over the weekend. Our video queue does not work on the weekend, so that is why they said we would call you back.

I know you have had a number of incidents related to Creative Cloud in the past. I hope that we can help you fix this issue permanently.

I will send you an email right now about this issue.

Thanks,
Kevin

Kevin Monahan
Support Product Manager—DVA
Adobe After Effects
Adobe Premiere Pro
Adobe
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