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Known Participant
January 22, 2024
Answered

Constant instability and frequent crashes of the programs Mac M2 Pro

  • January 22, 2024
  • 25 replies
  • 1732 views

Dear Adobe Community and Support Team,

I am writing this post to express my deep dissatisfaction and concern regarding the performance of Adobe Viode apps on the Mac M2 Pro. As a professional user, I rely on Adobe’s tools for my daily work, but, regrettably, I am encountering a series of challenges that are severely compromising my workflow.

The main issues include constant instability and frequent crashes of the programs.

These incidents are not just frustrating but are causing tangible losses and an alarming level of stress.

It’s becoming unfeasible to maintain an efficient workflow under these conditions.

As a customer who makes a significant monthly investment in a subscription, I expect a standard of quality that matches this financial contribution.

The current situation, marked by security failures and instability, is far from acceptable in a professional environment.

 

In light of these circumstances, I demand a clear statement from Adobe on the following issues:

  1. What actions are being taken to resolve these critical issues with Adobe apps on the Mac M2 Pro?
  2. What is the anticipated timeline for the implementation of these fixes?
  3. What measures does Adobe plan to implement to ensure such issues do not recur in the future?

I await an urgent and effective response. It is crucial that Adobe acknowledges and addresses these failures with the seriousness they deserve, not just to resolve my specific case but to ensure the reliability of its products for the entire professional community that relies on them.

Sincerely,

Daniel 

 

[title edited by mod]

This topic has been closed for replies.
Correct answer Kevin J. Monahan Jr.

Hi @Daniel Muirakitan ,

There's a free version of media-info for macOS, I'm fairly certain. If not, it's a great utility to have and probably cheap. Up to you.

 

We have a properties inspection feature in Premiere Pro and that is OK to serve a similar purpose. We just use MediaInfo here on the forums to troubleshoot media problems. It is also helpful to know which camera shot the footage, which codec was used, the codec, the wrapper, the frame rate, or whether it has a variable frame rate. These things are important to be aware of when troubleshooting unexpected behavior in a project. Maybe you didn't know that H.264 or HEVC footage, which is very common, are also some of the most highly compressed video formats on the planet and require a good deal of horsepower, especially if it is 4K, with variable frame rates. Even the latest Macs have limitations.

 

You said that the media you are using has not caused you any issues in the past, right? That is helpful. If you don't mind, you can post a screenshot of a sample clip's properties by right-clicking it and choosing Properties.

 

Perhaps the media is not your issue, and your project is corrupt. We can look at that now.

 

So, what has changed since you began to have problems?

  • Did you update macOS in the middle of this project?
  • Did you update Premiere Pro versions while working in this project?
  • Did you migrate this specific project while the new hardware was updated?

 

If so, these actions can corrupt an NLE project file, be it Avid, FCP, Resolve, Premiere Pro, Mac, or PC. Try testing the same media in a new project. Is it functioning?

 

If so, create a new project and import the older project into the new one to update the project file with the new code. Try this updated project now and see if you get better performance. I've seen others have this problem lately. Try that, and report back.

 

Finally, I would ask about your media and where it is stored. Is it an external HD? Is it a NAS or SAN? What are its specs, and how full is it? Tested the speed? Or are you storing it all on the MacHD? Knowing more about your media drive would help immensely.

 

I hope the advice helps.

 

Thanks,
Kevin

25 replies

Bruce Bullis
Community Manager
Community Manager
January 22, 2024

You're right, there are many reports. I haven't seen any that provide steps which reproduce the behavior. 

It is not possible that just you are living in a parallel universe where Premiere Pro 24 is working
> 100% on the Mac M2 with iOS SONOMA
14.2.1

[presuming you meant MacOS]

It's not parallel; we're in the same universe. 

My machine, which has run PPro without issue, since July:

Known Participant
January 22, 2024

How about just browsing the Adobe Community Forum or any other forum (if you want to find one, of course). There are many posts reporting performance failures, crashes and freezes like the ones I report on the M2 PRO chip.

It is not possible that just you are living in a parallel universe where Premiere Pro 24 is working 100% on the Mac M2 with iOS SONOMA 14.2.1

Bruce Bullis
Community Manager
Community Manager
January 22, 2024

> What do you want to believe in me and be able to give me some perspective on solving the problems??
> A screen recording with the defects occurring???

No. 

As previously mentioned, we believe that the problems happen. We have not been able to reproduce the problems. The first step to fixing a problem, is being able to reproduce the problem. 

While we have performed exploratory testing of our own, it would be ideal if someone could provide step-by-step instructions, which reliably reproduce the problem. 

Known Participant
January 22, 2024

What do you want to believe in me and be able to give me some perspective on solving the problems??
A screen recording with the defects occurring???

Bruce Bullis
Community Manager
Community Manager
January 22, 2024

We are performing testing on our own, and we are actively solicitous of any specific, step-by-step instructions which enable us to reliably reproduce the reported behavior. 

Known Participant
January 22, 2024

In other words, your answer to the problem that my team is facing with Adobe programs is: "we are waiting for something that we don't know what it is... But it hasn't happened yet"

Meanwhile, my entire operation remains unfeasible and there is NOTHING to be done by the company that I pay for EVERY month in the hope of stability, security and support.

Bruce Bullis
Community Manager
Community Manager
January 22, 2024

So Adobe's response to the reported issue with Premiere Pro on the Apple M2 PRO chip is just "I'm sorry"??


No, our response remains "We are pursuing reliable repro cases of those issues, from any users, whether or not they're using M2 machines."

Known Participant
January 22, 2024

So Adobe's response to the reported issue with Premiere Pro on the Apple M2 PRO chip is just "I'm sorry"??

Is that over???

Bruce Bullis
Community Manager
Community Manager
January 22, 2024

Yep, still here. 

We believe that they're happening, but to date we have no repro steps for either of the two key issues you mentioned, that have worked for us; I see that we're working with users on both issues.

Known Participant
January 22, 2024

Hello? Could anyone coudl help me?
Bruce, are you still there?