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EposVox
EposVox
Known Participant
January 21, 2018
Question

Premiere Pro Will NOT Run on X299 7980XE

  • January 21, 2018
  • 11 replies
  • 7838 views

Well this sucks.

Combined my old rig with some new parts to make a new workstation PC and Premiere literally won't run. It freezes at opening/making a project and nothing will work.

Here's a brief screencap video i recorded showing the problem in action.

I've left Premiere alone in this Not Responding state for as much as 30 or more minutes with nothing changes. It can use 400-500MB of RAM or 4-6GB of RAM. No consistency. CPU and RAM usage is unchanging as it sits there. While open, Premiere is utilizing 2 random CPU threads at 100%

This is a fresh Windows 10 x64 installation. Full "Fall Creators Update" latest public updates.

Things I have tried:

  • Clearing the cache files (there aren't any, new Windows install)
  • Updating GPU drivers (on the latest, new Windows Install)
  • Switching Premiere from CUDA to Software mode when making a new project
  • Opening old projects
  • changing the cache location before making a new project
  • changing Cache and scratch location before making a new project
  • Changing target location of new project creation
  • Reinstalling Premiere Pro
  • Uninstalling CC 2018 and installing CC 2017
  • Uninstalling CC 2017 and installing CC 2018
  • Installed old old CC (7.0) version and made a new project. same crash.
  • Uninstalling ALL Adobe CC Suite apps, deleting all related files from Program Files, AppData, and Documents, rebooting, reinstalling JUST Premiere, reboot again, then try to use it
  • Copying my old preferences/settings over from my previous rig
  • Reset BIOS to defaults
  • Changing Process Affinity for Premiere Pro to uncheck the CPU threads it's using. (it just moves to the 2 adjacent threads)
  • Disabling Hyperthreading
  • Removing mis-matched RAM sticks and confirming the 2 sticks in there are in the correct slots according to motherboard manual
  • Various RAM combinations
  • Increasing CPU VCore voltage to 1.200V and enabling Adaptive Voltage control per this Puget Systems article
  • Setting process priority for Premiere to High
  • running Premiere as Administrator
  • leaving it alone for 30 or so minutes
  • Running Premiere in Compatibility Mode for Windows 8
  • Running Premiere in Compatibility Mode w/ Windows Scaling Override
  • Changing my User Profile's Temp Folder (in System Environment Variables) back to default. (I had previously changed it to a secondary SSD.)
  • Adding PPRo's .exe and PPro Headless exe to Windows Firewall exceptions.

Specs:

  • Intel Core i9-7980XE
  • Gigabyte Aorus 7 X299 Motherboard
  • 16 to 80GB of RAM
  • Nvidia GTX 1080
  • OS & Premiere installed to an Intel NVME M.2 SSD
  • Windows 10 x64 Fall Creators Update

Please help. I've been troubleshooting this all weekend...

This topic has been closed for replies.

11 replies

EposVox
EposVoxAuthor
Known Participant
January 29, 2018

Another day, another random time where Premiere won't open a project or make a new one again. Contacting 1-on-1 support, but we'll see.

burleyd8510059
burleyd8510059
Participant
February 8, 2018

I'm not sure if you're still dealing with this issue, but it jumped up for me and I was getting stuck. I tried a lot of stuff and was about to start pulling my computer apart, but I began removing devices from my computer (keyboard, mouse, etc). I recently began using a pair of bluetooth headphones. Long story short I removed them from my bluetooth devices and Premiere began working. I thought I would add this here, even if it doesn't solve your issue, but might help somebody else.

EposVox
EposVoxAuthor
Known Participant
February 8, 2018

Hrm, I don't currently have anything connected via Bluetooth. We "fixed" the issue via 1 on 1 support by making a new admin account and opening Premiere on it - somehow let it open on my account. This was suggested earlier in the thread and didn't work, I'm not sure why it "works" now. I've had to do it a couple times now. But the "Color" workspace still won't load. My custom ones and others seem to, but it's still having issues pulling up some panels.

/shrug

Edit: Okay "Color" works fine once I reset it.

E
exile1972
Inspiring
January 23, 2018

Have you tried running the system with minimal ram? Now it sounds like your RAM is the source of your problems. Forgive me for asking a dumb question but have you made sure that all of your RAM is compatible with your new equipment?

EposVox
EposVoxAuthor
Known Participant
January 22, 2018

Wellllp. My last Hail Mary idea was to downgrade the BIOS since I upgraded it before reinstalling Windows. Just in case that somehow broke things. This did not resolve my issue.

In a few I will resume installing a new copy of Windows 10 on a separate SSD and testing to see if this installation somehow got messed up so much.


Otherwise I am 100% and completely out of ideas.

E
exile1972
Inspiring
January 22, 2018

I think Mitch is onto a solution. When looking at the processes involved with CEP HTML engine on my system there are multiple processes related to online connections like Libraries and my Frame.io extension. If you have a firewall issue then perhaps the CEP HTML engine is being blocked from operating.

Mitch W
Community Manager
Mitch WCommunity Manager
Community Manager
January 22, 2018

After watching your video, it looks like it could be a firewall problem. Windows 10 should prompt you to see if you want to provide firewall access when you launch Premiere Pro for the first time. Any chance that you clicked no to that request? Try this... disconnect your system from the internet (including disconnecting the physical ethernet cable if you're using one) and try launching Premiere Pro. If it's a firewall or internet issue, PPro will detect that there is no internet access and will not attempt to ping any servers. If this works, you'll need to configure your firewall to allow access for the following server access:

activate.adobe.com

ccmdls.adobe.com

ims-na1.adobelogin.com

ims-prod06.adobelogin.com

na1r.services.adobe.com

prod-rel-ffc-ccm.oobesaas.adobe.com

lm.licenses.adobe.com

ccmdl.adobe.com

swupmf.adobe.com

swupdl.adobe.com

EposVox
EposVoxAuthor
Known Participant
January 22, 2018

I'd be somewhat inclined to believe you, as I've never gotten the activation step to show up. Even as I just installed it on another machine, there's still a secondary activation step beyond being signed into the CC Desktop app. I'm like 99% sure I hit yes on that dialog, though.

Also with network cable unplugged and with firewall/Malwarebytes disabled same results happen. Crashes in the same spot, waiting on CEP HTML Engine thing.

--

I may have to roll back my BIOS. Gigabyte released a CPU Microcode update this month (likely for Meltdown) that I installed prior to Windows on this rebuild and is the only last factor I can think of that would've changed between this install of Windows and when it was working, other than the Fall Creators Update.

Mitch W
Community Manager
Mitch WCommunity Manager
Community Manager
January 22, 2018

Well….CEPHtmlEngine.exe is for the Libraries panel and other html panels. As a test, you could try removing it from C:\Program Files\Adobe\Adobe Premiere Pro CC 2018\CEPHtmlEngine and then launching the app. It would probably take PPro a while to sort it out and complete the launch, but it should be able to run without it. Just make sure to put back the CEPHtmlEngine.exe file after testing.

If Premiere Pro does (eventually) launch without CEPHtmlEngine.exe installed, it could point to a missing or corrupt MS Visual C++ redistributable. Try running the installer for Visual C++ redistributable for Visual Studio 2015 here: Download Visual C++ Redistributable for Visual Studio 2015 from Official Microsoft Download Center.

It could also point to a bad 3rd party html panel. Look here to see if you have any 3rd party panels installed: C:\Program Files (x86)\Common Files\Adobe\CEP\extensions  By default you should have some folders that start with

CC_LIBRARIES_PANEL_EXTENSION

CCX_START_EXTENSION

Any other folders are likely to be 3rd party. You can try moving any 3rd party folders to the desktop and then relaunching Premiere Pro. Again, if you don’t get any farther launch process, be sure to put any folders you moved to the desktop back where you found them.

EposVox
EposVoxAuthor
Known Participant
January 22, 2018

Premiere itself seems to be waiting on "CEPHtmlEngine.exe" multiple times when I "Analyze wait chain" when it hangs. Wonder if there's something hiccuping with this..

EposVox
EposVoxAuthor
Known Participant
January 22, 2018

Tried removing all expansion cards except my GPU and my secondary NVME drive. Still didn't work.

E
exile1972
Inspiring
January 22, 2018

Have you attempted to roll back to a previous build? I only ask because I had issues after updating to the Fall Creators build and so I rolled back and I've been working on Build 15063 without issue.

    EposVox
    EposVoxAuthor
    Known Participant
    January 22, 2018

    Well this is a fresh install w/ Fall Creators baked in because I lost way too many work hours to the 20+ forced update attempts of Fall Creators on my previous build. So not exactly an option.. :/

    EposVox
    EposVoxAuthor
    Known Participant
    January 22, 2018

    New step: Ran DDU to remove the automatically installed GPU driver and my update, and installed fresh driver.

    No help.

    E
    exile1972
    Inspiring
    January 22, 2018

    Have you looked through your event logs to see if there's any explanation of what's hanging Premiere?

    EposVox
    EposVoxAuthor
    Known Participant
    January 22, 2018

    I'm honestly not the best at digging through them, but I'm only finding events for when the application hangs and I kill it, but no specific info as to why.

    If there's something specific you want me to check, I will. Been annoyed that I can't find any more verbose useful info to work with.

    EposVox
    EposVoxAuthor
    Known Participant
    January 22, 2018

    Attempted removing various printers from my PC's listing per this Illustrator thread with similar problems. Didn't help.

    Also here's a screenshot of a problem detail panel for Security and Maintenance.

    EposVox
    EposVoxAuthor
    Known Participant
    January 22, 2018

    NEW STEPS ATTEMPTED

    • Followed this article to disable read-only mode on my AppData folder for Adobe
    • Added AfterFX.exe, PProHeadless.exe, PremierePro's exe, Adobe QT32 Server.exe, dynamiclinkmanager.exe for both AE and PPro, and AME to Windows Firewall Exclusions and Malwarebytes exclusions per this article.

    ​(Per Twitter support)

    EposVox
    EposVoxAuthor
    Known Participant
    January 22, 2018

    Confirmed that AME seems to work fine, when it actually launches. Sometimes telling it to start just launches a stalled process that never shows up. Usually takes a few attempts. But it's transcoding footage just fine.

    EposVox
    EposVoxAuthor
    Known Participant
    January 22, 2018

    Installing Quicktime has not fixed it, either.

    Bill Gehrke
    Bill Gehrke
    Inspiring
    January 22, 2018

    I took a quick look at your video.

    You had 204 processes (the most I have ever seen) running. Kill every thing you can until you get close to 100 to 120 before you start anything Adobe-wise   In Task Manager go to the Startup TAB and disable everything

    See what that does.

    EDIT!!!

    Turn off the infernal color lighting

    EposVox
    EposVoxAuthor
    Known Participant
    January 22, 2018

    Not sure how that could possibly be "the most you've ever seen" given that by far the vast majority of it is system/Windows services, Adobe services, and then Chrome being Chrome.

    Closing every thing I had running in the background and nuking random processes to get down to 140 (most of the random system stuff just shows back up anyway lol) made no impact on Premiere launching.

    Also I keep my startup fairly minimal as-is.

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