Participating Frequently

PP25 Keeps Crashing Windows Machines??

Forum|Forum|1 year ago
November 23, 2024
15 replies
1453 views

Hello all,

I'm wondering if it's just me having this problem, or if anyone else is experiencing the same issues.

I have had an Adobe account for a long time, and only earlier this year had the need to start using Premiere Pro for a YouTube channel I'm building (Secrets Of The Trails).

I have:

1) a Dell 27" AIO with 13th Gen Intel Core i7-1355U 1.70 GHz, 32 GB RAM, 1 TB SDD, NVIDIA GeForce MX550, running latest Windows 11 and all drivers updated.

2) a Dell XPS 16 9640 with Intel Core Ultra 9 185H (2.50 GHz), 32 GB RAM, 1 TB SDD, NVIDIA GeForce RTX 4060, running latest Windows 11 and all drivers updated.

3) a brand-new MacBook Pro M4 16", 42 GB RAM and 500 GB SDD.

I run all of my images, video, and music files, as well as the Premiere Pro project files off of a 12 TB Western Digital NAS.

I have had no problem running the last PP24 on either Windows device. But once PP25 came out, I've had nothing but trouble. I originally thought that the problem was my mildly-underpowered All-In-One, so I got the XPS to use PP25 from. Since then, PP25 seems to run for a few minutes, then either crash the computer itself, or disable the built-in sound driver causing me to either use my Bluetooth headphones (bypassing the built-in sound driver apparently) or shutting down & restarting the laptop every 10-15 minutes. Dell did a full diagnostic on the laptop and can't find anything wrong, they concluded that it was Premiere Pro causing the sound driver crashes.

On my 27" AIO, if I don't disable third-party plugins (a shame since I recently acquired the Logi MX Console which I think is absolutely fantastic), I get software hangs, and BSODs.

Perhaps not suprisingly, PP25 works absolutely perfectly on my new MacBook - the only reason I don't want exclusively use it is because I've always been a Windows geek, and still have a learning curve for the Mac. The other issue is that I have to use an automounter to mount the NAS drive before I launch PP, which causes a good lag if I'm not on my home network (this lag isn't as profound on the Dell XPS for some weird reason).

I did put in a crash report for the AIO a couple of weeks ago and received a reply from one of the Adobe tech people who stated that Adobe was still looking into my issue.

I was so desperate that I am seriously considering spending upwards of $4,000 for a top-of-the-line Dell XPS desktop with 64GB RAM & the most powerful NVIDIA card they can stuff in it. But if I can somehow come to a solution that will enable the more powerful laptop to run more flawlessly, I'd just run between the MacBook and the XPS and forget about trying to use PP on the AIO, and just get a $500 4K monitor to plug into the XPS laptop and run PP on that at home instead of shelling out another $3500 for a desktop.

I'd love to know if anyone else is having similar issues with PP25 that they didn't have with PP24, any workarounds etc., or if anyone has any sharp words of rebuke for me if I'm just plain doing something wrong (besides trying to run PP on three different machines at different times which apparently isn't a violation of the license agreement though I'll concede is a bit weird and annoying having to log out of Adobe on one machine to keep the legal limit of two-logged-in machines at one time).

I'd love to hear any suggestions, etc.

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BereanPKAuthor

Participating Frequently

OK, I installed the PP & ME beta. I will give it a shot this weekend, or some evening this week if my patient load isn't too crazy in my office.

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Puneet98A7

Adobe Employee

The symptoms on both the machines seem different and might point to different problems.

I am sorry for the experience you are having and appreciate spending time with us

Are you able to pick up the latest Beta builds? They can co-exist alongside the stable releases

If yes, I can craft some settings inside the application and DM them to you which when done locally should provide detailed logging in the console which can be used to pin point the problem.

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BereanPKAuthor

Participating Frequently

Puneet,

To answer your questions:

Yes, both Windows machines have the latest Win11 and NVIDIA drivers.

While the AIO did have a reported crash (I had many, but only reported one of the most recent ones), the PP25 crashes on the XPS don't open the "something's wrong" dialog to enable a crash report to be sent. When PP25 crashes, the whole machine crashes and BSODs. This same thing has been happening in PP25 to the AIO as well, after that first crash - this is regardless of whether or not I allow the third-party plugins (Logi MX Console) to load or if I CTRL-launch the app and disable the third-party drivers.

On both Windows machines with PP25, the slowdown and ultimate BSOD will occur after about 15-20 minutes of active editing.

As a workaround/troubleshooting effort, I have taken to editing for about 10 minutes, then when I see the app starting to slow down, will save & exit the app, restart the machine, and relaunch the app. Again whether or not I'm using Logi's MX Console seems to make no difference here.

Also, I've had *no* sound driver issues on the Dell AIO - only on the XPS. Dell tech support has gone over the issue and feels that it's PP25 causing this with the particular sound hardware & driver (Cirrus Logic) built into the motherboard. The sound hardware & driver are different on the AIO because that machine is from 2021 and the XPS was built earlier this year.

Also, this appears to be *only* affecting PP25. I finished editing & producing my most recent video in PP25 (slowly of course) because there isn't an easy way to downgrade the project back to PP24.

I have started my next project in the latest PP24 version - and so far, I've not had any issues on either Windows machine (or the Mac, for that matter).

Hope this helps. I really would love to use the additional features in PP25, but obviously there are some bugs that need identified & worked out.

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Puneet98A7

Adobe Employee

Hey, thanks for the detailed report on the issue. I am looking at the issue in detail and would like to go over a few things to make sure we can isolate the problem and provide proper workarounds

1) a Dell 27" AIO with 13th Gen Intel Core i7-1355U 1.70 GHz, 32 GB RAM, 1 TB SDD, NVIDIA GeForce MX550, running latest Windows 11 and all drivers updated.

2) a Dell XPS 16 9640 with Intel Core Ultra 9 185H (2.50 GHz), 32 GB RAM, 1 TB SDD, NVIDIA GeForce RTX 4060, running latest Windows 11 and all drivers updated.

The configuration of both the machines look fine and should be supported.

Just to confirm, both machines have the latest versions of Win11 and NVIDIA drivers?

By the way, I only see the report from the AIO. Can you submit at least one from the XPS, so I can have a look at that as well

On my 27" AIO, if I don't disable third-party plugins (a shame since I recently acquired the Logi MX Console which I think is absolutely fantastic), I get software hangs, and BSODs.

Has this also started since PP25?

Since then, PP25 seems to run for a few minutes, then either crash the computer itself, or disable the built-in sound driver causing me to either use my Bluetooth headphones (bypassing the built-in sound driver apparently) or shutting down & restarting the laptop every 10-15 minutes

Trying to follow the chronology, on the AIO, PP25 crashes in a few minutes and then the system either runs into audio issues or BSODs? Setting up the series of events will help me understand what might have triggered the problem even if it is not something visible to you. Any other popups or weirdness you might have encountered?

Is the behavior same on the XPS?

Looking at the crash report, the thing that causes the PP25 to crash is related to Windows graphics, so it makes sense that Mac is not impacted. The audio drivers getting impacted is weird, but interesting