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GOLOMB
Participant
May 12, 2017
Answered

Adobe Premiere Pro CC 2017 - crashing when importing movies with audio

  • May 12, 2017
  • 1 reply
  • 3386 views

Hello everyone,

Until today i had no problems with Premiere Pro CC 2017. Today i started a new project and after importing .mp4 file to my timeline Adobe Premiere crashed... I checked it again with other file types and nothing changed. I am a Windows 10 user, no new drivers, no new codecs... maybe it's the reason of Windows 10 update? I checked crash logs and i see there is a problem with AudioSupport.dll?

Process:                Adobe Premiere Pro.exe [8492]

Path:                   C:\Program Files\Adobe\Adobe Premiere Pro CC 2017\Adobe Premiere Pro.exe

Product Version:        11.0.0.154

File Version:           11.0.0.154

Code Type:              x64

Parent Process:         explorer.exe [3644]

Date/Time:              2017-05-12 21:34:21 Œrodkowoeuropejski czas letni

OS Version:             10.0.14393.1198

Report ID:              12676d33-c7cd-42f8-ae79-f69a6c57aecc

Time Awake Since Boot:  616 seconds

Crashed thread:         136 [9664] THREAD_PRIORITY_ABOVE_NORMAL

Exception Code:         EXCEPTION_ACCESS_VIOLATION

Exception Parameters:   Access violation reading location 0x00000000e5351ef6

Exception Message:      3221225477 Instrukcja w 0x%p odwołała się do pamięci pod adresem 0x%p. Pamięć nie może być %s.

Application Specific Information:

C:\Program Files\Adobe\Adobe Premiere Pro CC 2017\AudioSupport.dll

[...]

Thread 136 Crashed:[9664]THREAD_PRIORITY_ABOVE_NORMAL
0ntdll               0x000000001ee66c24 ? ZwWaitForMultipleObjects + 20
1KERNELBASE          0x000000001b3c796f ? WaitForMultipleObjectsEx + 239
2KERNELBASE          0x000000001b3c786e ? WaitForMultipleObjects + 14
3KERNEL32            0x000000001c94021c ? BasepReportFault + 1420
4KERNEL32            0x000000001c93fd33 ? BasepReportFault + 163
5KERNELBASE          0x000000001b3d505b ? UnhandledExceptionFilter + 571
6ntdll               0x000000001ee6ed1b ? memset + 9115
7ntdll               0x000000001ee56bd6 ? _C_specific_handler + 150
8ntdll               0x000000001ee6ab9d ? _chkstk + 285
9ntdll               0x000000001ee09913 ? RtlImageNtHeaderEx + 1155
10ntdll               0x000000001ee69cba ? KiUserExceptionDispatcher + 58
11AudioSupport        0x0000000002cd72a2 ? Unknown - (Symbols generated from a DLL export table)[  Error:487 Próbowano uzyskać dostęp do nieprawidłowego adresu. ]
12AudioSupport        0x0000000002cfd995 ? ML::AudioSupport::Shutdown + 54117
13AudioSupport        0x0000000002cdbf22 ? Unknown - (Symbols generated from a DLL export table)[  Error:487 Próbowano uzyskać dostęp do nieprawidłowego adresu. ]
14AudioSupport        0x0000000002ce5655 ? Unknown - (Symbols generated from a DLL export table)[  Error:487 Próbowano uzyskać dostęp do nieprawidłowego adresu. ]
15dvaaudiodevice      0x000000000bfb43f8 ? dvaaudiodevice::AudioFileWriter::PutAudio + 11736
16dvaaudiodevice      0x000000000bf5c8c9 ? dvaaudiodevice::ScSignalBeginEnd::SignalSuccess + 24745
17dvaaudiodevice      0x000000000bf5e145 ? dvaaudiodevice::ScSignalBeginEnd::SignalSuccess + 31013
18dvaaudiodevice      0x000000000bfb455d ? dvaaudiodevice::AudioFileWriter::PutAudio + 12093
19dvaaudiodevice      0x000000000bf721c5 ? dvaaudiodevice::scripting::AudioDeviceInfoObject::IsDeviceValid + 27669
20dvaaudiodevice      0x000000000bf71561 ? dvaaudiodevice::scripting::AudioDeviceInfoObject::IsDeviceValid + 24497
21dvaaudiodevice      0x000000000befcb1f ? Unknown - (Symbols generated from a DLL export table)[  Error:487 Próbowano uzyskać dostęp do nieprawidłowego adresu. ]
22KERNEL32            0x000000001c928364 ? BaseThreadInitThunk + 20
23ntdll               0x000000001ee270d1 ? RtlUserThreadStart + 33
This topic has been closed for replies.
Correct answer Vidya Sagar

Hi GOLOMB,

Sorry for the crash issue. Please clear the media cache & try importing the files again.

FAQ: How to clean media cache files?

Let us know the status of the issue.

Thanks,

Vidya Sagar.

1 reply

Vidya Sagar
Vidya SagarCorrect answer
Participating Frequently
May 18, 2017

Hi GOLOMB,

Sorry for the crash issue. Please clear the media cache & try importing the files again.

FAQ: How to clean media cache files?

Let us know the status of the issue.

Thanks,

Vidya Sagar.

GOLOMB
GOLOMBAuthor
Participant
May 20, 2017

Cleaning media cache doesnt help but changing media cache location helped! Thanks!