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Question

Adobe won't support or fix a memory leakage Bug in my Project which crashes the application many times every day

Forum|Forum|9 years ago
December 22, 2016
4 replies
1925 views

I have being having crashes on my Adobe Premier a few times every day for FIVE months

Adobe started out with great support - until they found that they can reproduce the crashes on their machines - using my project file

From this they were able to ascertain that I have a memory leakage 'bug' in my project - and suggested exporting my project to a new project.

I did this, but the same thing happens

The error message is

Low Level Exception Error AE:29

Unable to read file

Or maybe

Importer MFX error

The is will Crash

It can take me an hour to get it back running.

What is totally frustrating is Adobe Support Manager Manish Mathews don't respond to my mails about when this BUG will be fixed - as far as I can see they don't care and have told me over the past few months that it's specific to my project and their engineering team will work on it - but nothing has happened.

Can you imagine - IT crashes a few times a day for the past few months

I cannot move to another platform cause we have no funds

This topic has been closed for replies.

Kevin J. Monahan Jr.

Community Manager

Hello Katrina,

Sorry for not responding earlier, the entire company was shut down for a couple of weeks.

I read your forum post and wanted to reach out to you. I am Kevin Monahan, the Support Product Manager for digital video products. I manage the overall support experience while Manish manages the tech team itself over in India. Abhishek is our top video tech here at Adobe so you have been working with the right people.

You sound very frustrated with the current state of your project. I do feel your pain. I was a pro editor before coming to Adobe and have experienced similar project corruption issues personally in the past.

It sounds like the team may not have been clear enough in telling you that the current state of your project is corrupt and cannot be successfully "fixed" by us. Hard news to deliver, for sure, but that's how it looks from here.

FYI, project corruption occurs most often in large projects that have been updated through one or more versions of an NLE application. This is the case with all NLE applications, including our competitors (which I have worked on professionally). It sounds like this is what has occurred in your case.

I've read that you have tried most things in rescuing your project.

The most successful thing people usually try is importing the previous project into a new project. It sounds like that did not work for you.
You might try exporting FCP XML file(s) and reimporting those into a new project and see how that goes.

Other than that, sorry to say, if I were you, I'd start thinking about a Plan B to get to the finish line; an export.

If further efforts do not work, I see that you are at a crossroads with two logical choices; neither of them pleasant.

Start over from the latest working project file (which may be untenable, as you've described).
Continue struggling with the crashing project until you finish this piece.

These are rough choices, but ones many editors have faced in the past at least once in their careers. The bright side is that you can avoid this from happening to you in the future.

Avoid this pain by regularly backing up working copies of your project file to your hard drive.
- Best practices: create a copy of the project file multiple times per day using the "Save As" command (or Duplicate) and storing these files in a folder that was backed up daily to the internet.
  - If a project became corrupt, you never lose more than a few hours of work.
  - If your computer fails, you'll never lose more than a day of work.
- Some rely on the Auto Save feature, but I like the feeling of creating and having full control over those files discretely. Why not enable both for more backup options?
- Project files are small! It only takes a minute of your time to back them up. Think of your action as "insurance" for protecting your project file from harm.
The other really important back up habit is to never update the project file to a new version of Premiere Pro over the life of your project. Stick with the version you started the project with.
- Begin only new projects in new versions of Premiere Pro unless absolutely necessary.

These practices do seem silly but they work; saved my bacon plenty of times. You might be troubled that this advice is not helpful to hear right now, but I hope that it will only assist you in future productions. I wrote a blog post about this whole scenario, as it is quite common here: Updating and backing up project files: best practices

Feel free to contact me via PM for further assistance or if you need someone to talk you through this.

Thanks,
Kevin

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio

KatrinaCostelloAuthor

Participating Frequently

Thank you to all who replied and helped and a very special thank you to Abhishek from Adobe premiere video support, whom over many cups of coffee and during his own personal time combed each sequence of my project to find and resolve the corruption within the project.

He did a search for all sequences and I was quiet surprised to find so many sequences that were hidden away within folders - in bins with rushes etc. He went through each of those timelines and removed all effects.

I believe that the problem lay within a leak in warp stabilizers and rgb colour effects - which of course he removed.

I did not realise that sequences that were not even open - or indeed had not been open for the past year could still cause a problem - Also, even when the sequence with the offending effect is deleted - it holds a 'shadow' in the project and that shadow still causes crashes - but they are only once a day so far - hopefully that will remain as so, now that I have written it!!!

Once I get the error AE:Video Filer Error 29 message, I close the timelines, save the project and it usually restarts OK. If I leave the timeline open during start up it will give me the Video Filter error.

Thanks again to all

Katrina

Kevin J. Monahan Jr.

Community Manager

That is quite a miraculous story, Katrina. So glad it came out OK. Cheers to Abhishek. What a guy.

Thanks!
Kevin

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio

Rameez_Khan

Legend

Let me sync with them on this.

Thank you for your patience!

Rameez

Rameez_Khan

Legend

Hi KatrinaCostello,

Apologies for the bad support experience!

As I understand it, you were facing memory leak issues after the August update. Is that correct?

If you could provide me the support case number, I'll check the status of the case and let you know. We fixed a memory leak issue in the November update. Did that not fix your problem?

Let me know if you've any questions.

Rameez

KatrinaCostelloAuthor

Participating Frequently

Hi Rameez

I don't have a support case number

I have exchanged a 100 mails with head engineer Abhishek Kapoor, who diagnosed the problem as a memory leakage and past it to the software engineers - after that I heard no more.

The Version is:

BUILD 2015.4 Release

10.4.0 (30) build

Abhishek suggested I exported the sequences as a new project and work on that - but that project Also crashes which I told Abhishek 2 minths ago.

Manish suggested I make a new project - that my last 6 months work gone into this project - and even if I wanted if would not be possible to find all those little nuances that make a film work.

Please read last chat details.

For additional help, reach us at http://helpx.adobe.com/contact.html

General Info
Chat start time	Dec 13, 2016 9:59:36 AM EST
Chat end time	Dec 13, 2016 11:31:47 AM EST
Duration (actual chatting time)	01:32:10
Operator	Shipra Singh

Chat Transcript

info: Thanks for contacting us. We’ll find a representative for you to chat with and keep you posted on your wait time.
This chat will become active once a representative responds.
info: You are now chatting with Shipra Singh.
Please don’t close the chat window or browser tab since it will end our chat session.
Shipra Singh: Hello! Welcome to Adobe support.
Shipra Singh: Please allow me 1-2 minute(s) to review your account details.
Katrina Costello: Hi Shipra
Katrina Costello: Please let me speak with Manish Mathews
info: Your chat transcript will be sent to katrina@seafever.ie at the end of your chat.
Shipra Singh: Hi Katrina
Shipra Singh: I am Manish Mathews, manager for the Video team, how may I help you today ?
Katrina Costello: Hi Manish. I have written many email to you regarding the crashes I am having with premier over a period of 6 months. Every day, the application crashes a number of times - please seek out the mails and speak with Abhishek for a full account of all the trouble shooting and remedies which we have tried. I have uploaded logs and the project file to you this morning and was expecting to hear from your team all day.. No priority has being put on this problem - even though it is on going for 6 months and I am desperate.
Shipra Singh: HI Katrina, I would like to apologize for the inconvenience you have faced with Premiere Pro, also I have checked with Abhishek in regards to the issue which you have been facing. He has told me that as the problem you are facing is related to the project, he has already logged a bug for the same.
Shipra Singh: What I can do from my end is that I can escalate it further to our engineering team and see if we can find a possible cause to see why Premiere Pro is crashing when you are working on this particular project.
Katrina Costello: Call the problem what you like - with the project or the application - I cannot use your software to edit my rushes. Abhishek suggested exporting the sequence as a new project - and the result is the same - which to me means it is not just with my project. All projects I create experience the same crashes and true he has loggec this about a month ago and I am still waiting
Shipra Singh: I can check the status of the bug which has been logged but till that can we work with the work around which Abhishek has suggested to you.
Katrina Costello: If only there was a work around - I have reported to Abhishek - the new project crashed in the first hour. I have no work around and I can not work. I am in the office since 6am today and I have editing for 1 hour - I have lost the whole day and I was due for review this afternoon
Shipra Singh: Katrina, I understand how frustrating this might be for you but when it comes to project specific issues, we can only provide a work around for any bug which gets logged. As far as looking into the bug is concerned, I can take it up with the engineering team to see as to what would be their recommendation. For the time being please try the work around which Abhishek has suggested to you.
Katrina Costello: The work around does not work - if it did I would be happy
Shipra Singh: Katrina, we would have to give it another try because from support's perspective a bug is logged when we have reached to a conclusion and have identified a bug or from a troubleshooting perspective we are not able to do anything further. The exception in your case is that it's not a product bug but it seems that the project file has got damaged.
Katrina Costello: If the project file was damaged - then I should be able to work with a new project and I am not
Shipra Singh: We can get that tested out once again because Abhishek is certain that there is no problem when a new project is created.
Katrina Costello: The project is on Abhishek drop box folder.
Katrina Costello: It is uploading now - It ios the smaller of the two projects
Shipra Singh: We are able to reproduce the crash with the existing project, I am talking about testing out Premier PRo with a new project.
Katrina Costello: It is a new project - made as Abhishek suggested - which was to export the sequence as a new project
Shipra Singh: I am not talking about exporting the sequence but creating all together a new project.
Katrina Costello: Thats not a work around - that's a months s work to know which files I need and to import them
Shipra Singh: I understand Katrina but as it's not Premier Pro but the issue is related to the Project file, we can only try our best to get the existing project working, which we have tried to do with all the known options available. Now the bug is also submitted, unfortunately there is nothing else we can do with the existing project.
Katrina Costello: there is - You can prioritize it. This bug in my project has being going on for 6 months and it is breaking my heart and mind. You have the small project file and the logs. I have no choice but to work with the rushes and files that I have
Shipra Singh: I understand your concern Katrina but from Support's perspective, all we can do is file a bug. It is the engineering team which prioritizes which bug they work on, as mentioned earlier, I can check with them if there is any recommendation which they might have for your case but you need to understand that the issue which you are facing is a very unique one and hence I would not be able to guarantee a timeline around it.
Katrina Costello: that is not adequate support for a problem that has being going on for 6 months
Shipra Singh: I have gone through the entire case history for your account and I can see that initially when you had contacted us, it was for a performance issue which was resolved and the present issue which you are facing is a crash issue. Unfortunately it is limited to you project file only. Ideally we do not provide support for Project File related issues and Abhishek has gone beyond the scope of support in trying to get your issue resolved and if there was something which we could still try then we would have done that already but as we are not able to move ahead, we have filed a bug and now we can only check with engineering as to what would be their recommendation for a case as unique as yours. I hope you understand our limitation here.
Katrina Costello: I am sorry - I don't. I have being having AE Video Filter Error messages for 5-6 months. I believe Abhishek has given his best - but I also believe that you have an onus to prioritise a problem that is going on for this lenght of time.
Shipra Singh: I have checked with Abhishek again but the AE Video Filter Error is only coming with your specific project and we are also getting the same error only with your project (Hence the bug). I can have Abhishek show you once again for confirmation that we are not getting this error with a brand new project.
Katrina Costello: If I make a brand new project with imported Panasonic P2 files, Canon 5D files, audio and RED files I can make the project crash.
Shipra Singh: If the crash happens in a new project too then we would have to take a look and see as to why is it happening because ideally it should work.
Katrina Costello: Will you please just put priority on the project file - it is going on for too long and ITS NOT acceptable. Thank you

excited_Genie16B8

Legend

My first thought is to track down what in the project is causing the crash.

KatrinaCostelloAuthor

Participating Frequently

Thanks Jim

I have no means of doing that myself. That is what I want Adobe to do -- but their engineering team haven't put the resources into doing it either

Regards

Katrina

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