Adobe Premiere Pro 2021 Crashing

Forum|Forum|4 years ago
June 9, 2021
2 replies
1928 views
Hi,
Lately we've encountered problem with Adobe Premiere Pro 2021 crashing without specific reason on two computers with very similiar Specifications (DELL Precision 3630 Tower). So far we could not find workaround for strange errors that seems to be related to Graphics Adapter. Crashes are different almost every time they happen. Once there is just Adobe Crash prompt, other time Crash to Desktop and very rarely BSOD.
So far we've checked few versions of video drivers, system repair (dism, sfc), update of drivers, complete Windows 10 reinstall from fresh ISO.
Computer Specs:
Dell Precision 3630 Tower
Intel(R) Core(TM) i7-8700 CPU @ 3.20GHz (12 CPUs), ~3.2GHz
32GB RAM
NVIDIA Quadro P2000
SSD 256GB + HDD 4TB
OS Version: 10.0.19042 N/A Build 19042
There is error log in attachement saved from Adobe Crash Report. System Compatibility Report doesn't not show any problems.
<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="4.7.0" clientVersion="4.7.0" applicationName="Premiere Pro" applicationVersion="15.2" build="35" source="Windows-Client" crashType="n/a">

<time year="2021" month="6" day="9" hour="13" minute="23" second="49" timeoffset="60" timezone="ÂŒrodkowoeuropejski czas letni"/>

<user guid="5fa07a76-0dae-4728-8468-084329051dc0"/>

<system platform="Windows 10 Pro" osversion="10.0" osbuild="19042" applicationlanguage="en-us" userlanguage="pl-PL" oslanguage="pl-PL" ram="32597" machine="Intel(R) Core(TM) i7-8700 CPU @ 3.20GHz" model="Intel64 Family 6 Model 158 Stepping 10" cpuCount="12" cpuType="8664" cpuFreq="3192 MHz" processorArchitecture="9"/>

<gpu>

<gpuinfo availability="Off Line" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 630" description="Intel(R) UHD Graphics 630" driverDate="20201028000000.000000-000" driverVersion="27.20.100.8935" videoModeDescription="" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_3E92&#38;SUBSYS_08711028&#38;REV_00&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>

<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA Quadro P2000" description="NVIDIA Quadro P2000" driverDate="20210209000000.000000-000" driverVersion="27.21.14.6155" videoModeDescription="1920 x 1080 x 4294967296 kolorÃ³w" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_1C30&#38;SUBSYS_11B31028&#38;REV_A1&#92;4&#38;9CD3C4&#38;0&#38;0008" installedDisplayDrivers="nvldumdx.dll"/>

</gpu>

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFB3CCB426B">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFB3CCB426B" symbolname="RtlSizeHeap"/>

<stackStatement index="1" address="0x000000001221431D" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="2" address="0x000000001221D3D8" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="3" address="0x00000000121A205D" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="4" address="0x00000000122207DF" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="5" address="0x0000000012186F41" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="6" address="0x0000000012186EB7" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="7" address="0x000000001217EF21" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="8" address="0x000000001222A1E0" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="9" address="0x000000001221D17F" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="10" address="0x000000001218A104" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="11" address="0x0000000012159893" symbolname="dvametadatadb::FixEscapeSequences"/>

<stackStatement index="12" address="0x0000000012161091" symbolname="dvametadatadb::RapidFindDB::GetAllRows"/>

<stackStatement index="13" address="0x0000000012163401" symbolname="dvametadatadb::RapidFindDB::InsertRowsInTransaction"/>

<stackStatement index="14" address="0x0000000012168A45" symbolname="dvametadatadb::RapidFindDB::UpdateRows"/>

<stackStatement index="15" address="0x0000000003A28EAF" symbolname="MZ::MetadataCache::UpdateProjectItem"/>

<stackStatement index="16" address="0x0000000003A2A400" symbolname="MZ::MetadataCache::UpdateProjectItem"/>

<stackStatement index="17" address="0x0000000003A28525" symbolname="MZ::MetadataCache::UpdateProjectItem"/>

<stackStatement index="18" address="0x0000000000B1CD27" symbolname="dvacore::test::Terminate"/>

<stackStatement index="19" address="0x0000000000B1EC39" symbolname="dvacore::threads::CreateSubExecutorWithFunctionWrapper"/>

<stackStatement index="20" address="0x0000000000B1D7B7" symbolname="dvacore::threads::CreateSubExecutorWithFunctionWrapper"/>

<stackStatement index="21" address="0x0000000000B24266" symbolname="dvacore::threads::AdaptCurrentEventLoopAsExecutor"/>

<stackStatement index="22" address="0x0000000000B39C3F" symbolname="dvacore::threads::GetProcessIDsForName"/>

<stackStatement index="23" address="0x00007FFB3CD06129" symbolname="RtlGetSystemPreferredUILanguages"/>

<stackStatement index="24" address="0x00007FFB3CD01619" symbolname="RtlSetCriticalSectionSpinCount"/>

<stackStatement index="25" address="0x00007FFB3CCE315A" symbolname="TpReleaseCleanupGroupMembers"/>

<stackStatement index="26" address="0x00007FFB3B087034" symbolname="BaseThreadInitThunk"/>

<stackStatement index="27" address="0x00007FFB3CCE2651" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x0000000000000000"/>

<register name="RBX" value="0x0000000000000000"/>

<register name="RCX" value="0x000000003FF0D52F"/>

<register name="RDX" value="0x0000000000000000"/>

<register name="RSI" value="0x0000000000000801"/>

<register name="RDI" value="0x0000000000470000"/>

<register name="RSP" value="0x00000000232DE810"/>

<register name="RBP" value="0x0000000000000000"/>

<register name="RIP" value="0x00007FFB3CCB426B"/>

<register name="EFL" value="0x0000000000010282"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>



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<dumpType>

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</dumpType>

<hbLogSessionDllStatus>



</hbLogSessionDllStatus>

</crash>



</crashreport>
Shivangi_Gupta
Legend
Our engineering team analyzed the report you've shared.
This is presumably some kind of heap corruption, which is often due to a errant plugin or some middleware (e.g. some anti-virus software).
However, these text-based files aren't always useful (the stack trace here isn't correct). Would it be possible to get the .dmp file?
Let us know.
Regards,
Shivangi
Mateusz5FAEAuthor
I've sent you DMP file in private message.
Thank you!
Hi there,
We're sorry for the trouble. We appreciate that you've tested the issue before reaching out to us.
The system info looks good enough. Ideally, BSOD occurs because of the graphics card drivers incompatibility.
We have shared the crash report with our engineering team for analysis.
Have you checked if there is any Windows update pending for installation?
Let us know. We're here to help.
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