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Take One
Participant
October 10, 2024
Question

"Adobe Premiere Pro Quit Unexpectedly"

  • October 10, 2024
  • 7 replies
  • 1760 views

Hi, 

 

I'm having an issue with version 24.6.1 where occasionally, Premiere will shut down unexpectedly. This appears to be happening on multiple projects, and it's pretty random - I've not been able to reproduce this effect by doing any one specific thing, but it happens fairly consistently while I'm working on the machine - sometimes it'll be after a few minutes, sometimes it'll let me work for 20 before dying. Premiere will let me reload the project I was previously working on okay, and I can keep working, although obviously any changes made between the last save point and the crash will be lost. I originally thought it might have something to do with the BlackMagic box I'm using to output to a preview monitor with the Mercury Transmit function, however disabling that doesn't seem to have solved the problem. 

 

I've also tried clearing the cashe, resetting settings and changing video playback to software only mode and reinstalling Premiere Pro without any luck so far.

 

Occasionally, Premiere will throw up error messages such as 'Can't retrieve frame...' and 'Low-level exception occurred in exporter' but I don't know if these are related to the crashes or not as they don't tend to coincide with anything. 

I'm running Windows 10 currently. 

Has anyone else had anything like this, or could provide some insight? I've tried looking for crash logs to see if they'll give me any clues as to what might be going wrong, but I can't seem to find any for Premiere in the normal places that the internet says to look for them. 

This topic has been closed for replies.

7 replies

jamieclarke
Community Manager
Community Manager
October 22, 2024

HI @Take One - Thank you for your help and troubleshooting.  Please keep us updated if you are experiencing any other issues.

Take One
Take OneAuthor
Participant
October 22, 2024

Hi @jamieclarke I updated the DeckLink Studio software to the latest version but it was still crashing - however since then I've installed Premiere version 25 and it's not crashed since. I've used it for a few days now and it looks like that might have resolved the issue - I'll update this if it happens again but I think the Premiere upgrade has fixed it.

 

Thanks for your help! 🙂

Take One
Take OneAuthor
Participant
October 15, 2024

I'll give this a try today and see if it helps.

Kevin J. Monahan Jr.
Legend
October 15, 2024

Updating the status of this bug report.

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
jamieclarke
Community Manager
Community Manager
October 11, 2024

Hi @Take One - I see the software package for the decklink studio 4K is currently up to 14.2.1 , Can you try updating and let us know if that helps.

You can find the beta version in the creative cloud desktop app under the tab beta apps.

Take One
Take OneAuthor
Participant
October 11, 2024

Hi Jamie, thanks for replying.

 

I'm working with MXF files which are stored on an internal hard drive. 

 

The Blackmagic software I'm using is 12.4 for the DeckLink Studio 4K card. 

 

I'm happy to try installing the beta of version 25 to see if that helps but I'm not sure where to get that from - can it be done from within Creative Cloud, or do I need to download it from somewhere else?

 

When Premiere crashes, it just CTDs instantly without any warning or giving any kind of dialogue box. When I run Premiere again, it says "Adobe Premiere Pro quit unexpectedly while a project was open" and gives me a button to reload the project I was working on, and that's about it. 

jamieclarke
Community Manager
Community Manager
October 10, 2024

Hi @Take One - What type of media are you working with, and where is it stored?  What version of blackmagic software do you have running?  Have you tried installing the beta and seeing if that helps your issue?  If you are working with MXF files then we have made huge improvements in version 25.  When you say Premiere crashes do you get a dialog box saying please send report?