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Kyle35651993163e
Inspiring
July 22, 2024
Answered

Consistent Premiere Pro Crashing, Many fixes attempted. Unable to hit deadlines.

  • July 22, 2024
  • 16 replies
  • 2943 views
So I’m longtime user of the CC suite and this is the first time I’m experiencing anything like this. New computer build here, using Windows 11. First few months on this new build I had zero issues in Premiere and After effects. However, recently something has changed. Premiere is crashing anytime I have video enabled on my timeline, disable video and premiere won’t crash. When I scrub the timeline with video enabled, immediate crash, no “send crash log” window, just a hard crash.
 
Things I’ve tried:
1. New blank projects, very simply just my footage imported and layed out on a timeline, no Lumetri effects, no effects whatsoever. MP4 files.
2. Reinstalling creative cloud apps + removing old versions.
3. Hard reinstall of Windows, so wiping the old build entirely and all apps and files.
4. Clean Display Driver installs from Nvidia, rollback to old drivers as well.
5. Flashed Motherboard BIOS
6. Memtest86 (no faults)
7. New power supply
8. In premiere, disabling CUDA GPU Acceleration in project settings, still crashes using software only.
9. Enlarging windows paging file
10. Disabling or enabling integrated graphics on a bios level to ensure my computer is using ONLY my GPU, or if premiere would work with just my integrated graphics chip on the CPU (same issue both ways)
11. Rollback to Premiere 23.0, also tried Premiere Beta
 
What could possibly be going on? Could there be firewall issues? Seems like it’s driver related but can’t seem to isolate the issue? My first few months on this PC I had zero issues, for it to all of a sudden occur and be this consistent it’s mind boggling. AND I have a project deadline today.
 
Computer build:
i9-13900K
64gb RAM
RTX 3090ti (Studio Driver: 560.70)
    This topic has been closed for replies.
    Correct answer Kyle35651993163e

    Can confirm, this is a processor issue. If you have any 13/14th gen CPU's you likely would be affected by this issue. Stems from essentially the CPU asking for more power than necessary and causing instability from higher voltages. Until Intel's bios update this month i've taken the liberty to lower my CPU's power consumption in the BIOS. Obviously it's not reccomended to hop in there without experience but I've seemingly fixed all of my issues by lowering my voltages and load line wattages. On my MSI motherboard there's a quick setting for "CPU Lite Load" which i've switched from my default of 12 (your default might be slightly different) down to a lower value that provides a solid stability and performance balance. 

    There are some great videos coming out on how to work around these issues in the meantime until a broader fix is available, but there are circumstances where your CPU has degraded beyond these "lower voltage" tricks. In which case it's up to Intel RMA support to get you a replacement and new BIOS settings to keep your replacement chip from having the same fate. 

     

    Overall, yes the resounding sigh eminates from Intel literally screwing customers of the 13th/14th gen chips out of using any intensive programs unless they get their hands dirty on a bios level. 

     

     

    16 replies

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    R
    Community Manager
    Rach McIntireCommunity Manager
    Community Manager
    July 22, 2024

    Hi Kyle,
    Thanks for all that info.  Glad you've got someone from support on the case.  I've DM'd you about getting a project and video file.  It doesn't sound likt your project, but it can't hurt to check it and look for any other possibilities. 

    K
    Kyle35651993163eAuthor
    Inspiring
    July 22, 2024

    Probably should've included this but these are the steps my support agent tried.

     

    - Creative Cloud Cleaner tool twice. Once on my main windows user on this computer, then tried to make a separate admin user and install CC there to no avail.

    - Disabled hardware accelaration within Premiere for both attempts to use premiere, still resulted in a crash.

    - Repaired Microsoft Visual C++ Redist

    - Noticed CCcleaner wasn't completely destroying Adobe folders in C:/Program Files or the AppData folder so we manually deleted all signs of adobe in tandem with CCcleaner and reinstalled the whole suite. Sure enough, crashes still persist. Even got one BSOD crash in the process. I have a Windows Minidump file from that crash but it's hieroglyphics to me. After tomorrows call if we can't find a fix I think I'll have to try another full windows reinstallation but without doing it from the Windows built in Reset option (the built in reset option allows me to do a clean reset of the computer and download a new version of windows from the cloud rather than from the local device. However, that's what I did for my last clean windows install and it didn't fix this issue). If all else fails I think formatting my internal SSD's within the BIOS and reinstalling windows from a USB would be the surefire way to ensure windows isnt the culprit.

    K
    Kyle35651993163eAuthor
    Inspiring
    July 22, 2024

    @Rach McIntire @R Neil Haugen Thank you both, so I actually just got off the phone with a support agent and after a ton of troubleshooting we're still pretty stumped and I'm expecting a call tomorrow. What I can tell you is the camera used is a Sony A7S3 recording X-AVC S at 10bit 4:2:2.

    Months ago I had no issue editing this format, all of a sudden it's become an issue. Since X-AVC S is encapsulated in MP4 I believe there's an issue with corrupted codec support on my computer. Creative cloud includes HEVC codec support but something has to be happening on the backend to corrupt that file. We tried editing permissions for adobe application support, as well as the "AdobeInstalledCodecsTier2" folder. Permissions don't seem to be an issue, but something seems to be corrupting .mp4/hevc support on my computer or more specifically X-AVC S. Seems very obscure and I'm absolutely happy to send a file over to test with you all, where should I link that? I really don't even have to send my project file since it's happening with any new project I drag that footage into. Mind you, this project, and this footage is working completely fine with a Mac Studio M2. Just not on my windows device. Worth noting this problem also persists in media encoder and after effects so proxying these files into prores won't even work in the meantime since they crash when being read. All that said, I cannot imagine why with a clean windows install, many different GPU driver versions, and different Adobe versions, how anything like this could persist seems beyond me. One thing my support agent mentioned is that my Windows Install File could be the culprit but he can't be sure.

      R Neil Haugen
      R Neil Haugen
      Legend
      July 22, 2024

      As a long-time user and participant here, I commend you on that thorough initial post. You've done a great job of troubleshooting so far yourself, and posting full details on hardware and your testing means the whole query starts a lot farther along.

       

      Like Rach, I'm curious about the media next. Very specifically what is it, and created by what? 

      Everyone's mileage always varies ...
      R
      Community Manager
      Rach McIntireCommunity Manager
      Community Manager
      July 22, 2024

      Hi Kyle, 
      That sounds super frustrating.  Can you give me a bit more info on what type of footage you're using?  
      Is HW acceleration on or off in Premiere?  I would make sure your Nvidia drivers are up to date again as well.

      If you're able to send me a project file and sample video file I can try and reproduce the issue on my end and see if we can resolve this issue.

      K
      Kyle35651993163eAuthor
      Inspiring
      July 22, 2024

      And I appreciate and understand the difficulty addressing "premiere crashing" posts on this community forum. Could be thousands of things but I think I've exhausted many of the tougher backend changes I could possibly make. I can definitely tell there's quicker engagement on posts that don't have crashing issues but I'd appreciate the same swift acknowledgment at the end of the day. Some of your users have used Premiere since its inception and are no stranger to finding their own solutions. When something like this happens, it's tough not to be able to hop on with tech support agents on a high level to find some sort of clue towards issues that boggle experienced users to this extent.

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