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Daniel Muirakitan
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

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    Daniel MuirakitanAuthor
    Known Participant
    January 22, 2024

    Hi Bruce,

     

    Thank you for your willingness to look into the issues.

    I appreciate the opportunity to provide more detailed information to help in resolving these problems.

     

    Here are the specific details and steps to reproduce the issues I'm experiencing with Adobe applications on my Mac M2 Pro:

    Applications Affected:
    - Premiere Pro 24, Premiere Pro Beta
    - Media Encoder 24, Media Encoder Beta

    Main Issue Description and Reproduction Steps:
    1. **Crashes Upon Opening Projects:**
    - Upon selecting and opening a project in Premiere Pro, the application frequently crashes. This requires multiple attempts before the project opens successfully.
    2. **Crashes During Rendering:**
    - When rendering videos, Premiere Pro consistently crashes, failing to complete the rendering process. Especially when videos awith more quality are encoding, 

     

    My System Configuration:
    - Mac Mini 2023
    - Apple M2 Pro chip
    - 16GB RAM
    - macOS SONOMA 14.2.1

    Troubleshooting Attempts:
    - Reinstalling the applications;
    - Updating the applications;
    - Clearing media cache (i've tried all the 3 different ways);
    - Clearing Preferences;
    - Running the applications without any other apps open;
    - Reviewing Adobe's FAQ documentation;

    - Outcome: Clearing the cache allowed the project to open without an immediate crash, but the rendering issue persisted.

    Frequency and Impact:
    - These issues occur daily and have been persistent since late 2023.
    - They have severely impacted our workflow, causing significant delays in projects and high levels of stress for me and my team.

    Given these specifics, I am seeking guidance on how to resolve these critical issues. The challenges I've outlined are significantly hindering our professional work, and a prompt and effective solution is urgently needed.

    Thank you for your attention to this matter. I look forward to any advice or steps you can provide to help rectify these issues.

     

    Best regards,

    Daniel

    Bruce Bullis
    Community Manager
    Bruce BullisCommunity Manager
    Community Manager
    January 22, 2024

    >...If you could not help me anymore further, please tell me so.

     

    Without actionable specifics (by which I mean, steps to follow that reliably reproduce the behaviors described), we can't offer much meaningful comment on the generalizations you're making.  

    Each new PPro release contains fixes for bugs and compatibility issues.

    >What is causing the instability? 

    That answer to that question will be unique, for each instance of unstable behavior. 

    > Are there specific versions or settings that are known to work better on M2 machines with SONOMA OS?

    No. There are many (tens of thousands) of PPro users on M2 systems, reporting zero issues; we're hopeful that, provided with actionable specifics, we can resolve the issues you've encountered. 

    > What kind of support or resources does Adobe provide to users who encounter such issues?

    https://helpx.adobe.com/tech-comm-suite/customer-support.html

    Additionally, we Engineering Managers occasionally try to help out on the forums, but our record is mixed. 😉

    >Can Adobe offer a dedicated technical review of my specific case to identify and resolve these issues?

    No, but we're happy to pursue specific issue reports, provided with reliable steps to reproduce the issue in question.

    >I await an urgent and effective response.

    Happy to provide, given actionable specifics. 

    D
    Daniel MuirakitanAuthor
    Known Participant
    January 22, 2024

    Hi Bruce,

    Thank you for your response. I appreciate your attention to this matter. Here are the specific critical issues I'm experiencing with Adobe Premiere Pro 24 on my late 2023 Mac Mini M2 Pro, with 16gb RAM:

    1. Frequent application crashes: Could you provide insights into what might be causing these crashes?
      Are there any known compatibility issues or bugs that are being addressed?
    2. Performance instability: The app often become unresponsive or slow down significantly. It gets worse this year.. I just can't render my videos since this january without having to try at least, 5 times, each. I've tried all the tutorial here in Adobe Community (clear media cache, reinstall, change configuration, clear preferences... etc)
      Is there a recommendation or update or add-on that might resolve these performance issues?
    3. Data loss due to crashes: I've noticed MANY that similar reports from other users.
      What is causing the instability?? What steps are being taken to prevent such occurrences in the future?

    While I understand that many users are running these applications without issues, my experience has been notably different. This leads me to a few follow-up questions:

    • Are there specific versions or settings that are known to work better on M2 machines with SONOMA OS?
    • What kind of support or resources does Adobe provide to users who encounter such issues?
    • Can Adobe offer a dedicated technical review of my specific case to identify and resolve these issues?

    It's crucial for my professional workflow to have these applications running smoothly. An effective and permanent solution from Adobe would not only assist me but also enhance the user experience for others who might be facing similar challenges.


    If you could not help me anymore further, please tell me so. I just can't wait anymore.

    I look forward to your detailed response and potential solutions.

    Best regards,

    Daniel

    Bruce Bullis
    Community Manager
    Bruce BullisCommunity Manager
    Community Manager
    January 22, 2024

    [seeking actionable specifics]

    Bruce Bullis
    Community Manager
    Bruce BullisCommunity Manager
    Community Manager
    January 22, 2024

    Hi Daniel,

     

    Specifically, which critical issue(s) are you referencing? 

    Many thousands of users (and many testers and developers) are running PPro on M2 machines, without issue. 

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