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scotta24603737
Participating Frequently
January 3, 2020
Question

HEVC Exported Video started causing Windows Application (Movies and TV) to crash

  • January 3, 2020
  • 8 replies
  • 3384 views

Hello,

I use Adobe Premiere Pro (current 2020 version now) to edit h.264 200mbps video shot in camera.  When I export, I typically use HEVC.  I have noticed that any video I have exported since mid-November now causes my Window 10 video player (Movies and TV app) to crash after ~1 second of playing.

 

Things I have tried:

1) Error is repeatable on 2 computers (desktop and laptop)

2) Did a fresh Windows install with Fresh Adobe Premiere Pro 2020 on desktop and results are the same

3) Files exported to HEVC with Adobe Premiere in Mid-November or earlier do not crash the app when playing.  Files converted after do.

4) Other HEVC files (direct from GoPro for example) play fine.

 

The beginning of the Log from event viewer has:

Log Name: Application
Source: Application Error
Date: 1/3/2020 9:43:41 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A


Description:
Faulting application name: Video.UI.exe, version: 10.19101.1071.0, time stamp: 0x5da9c472
Faulting module name: hevcdecoder_store.dll, version: 10.0.18362.1024, time stamp: 0x0efbfa2a
Exception code: 0xc0000005
Fault offset: 0x00000000000603a7
Faulting process id: 0x3a08
Faulting application start time: 0x01d5c241785c6617
Faulting application path: C:\Program Files\WindowsApps\Microsoft.ZuneVideo_10.19101.10711.0_x64__8wekyb3d8bbwe\Video.UI.exe
Faulting module path: C:\Program Files\WindowsApps\Microsoft.HEVCVideoExtensions_1.0.23255.0_x64__8wekyb3d8bbwe\x64\hevcdecoder_store.dll
Report Id: c58843ec-8520-40b6-8ee9-2b5596702d01
Faulting package full name: Microsoft.ZuneVideo_10.19101.10711.0_x64__8wekyb3d8bbwe
Faulting package-relative application ID: Microsoft.ZuneVideo

 

Any thoughts or suggestions?

 

Thanks,

Scott

 

 

 

    This topic has been closed for replies.

    8 replies

    H
    Hopkins955
    Participant
    June 11, 2020

    I have the same issue. What I noticed though when I render the same video with hardware encoding I can flawlessly play the video with Windows Media Player.

     

    It is not a big deal as I mainly use Media Player Classic - HC and there are no issues whatsoever. I am just wondering whther it could be a problem in Microsoft's media player(I would not be suprised) because with other players it just works.

    S
    scotta24603737Author
    Participating Frequently
    June 15, 2020

    I can't comment whether it's Adobe or Microsoft.  All I know is Adobe's update caused the issue to occur.

    R Neil Haugen
    R Neil Haugen
    Legend
    June 16, 2020

    Do you have the trouble if you go to Preferences/Media and un-check the "Enable hardware accelerated encoding and decoding" option?

     

    Neil

    Everyone's mileage always varies ...
    MyerPj
    Community Expert
    MyerPjCommunity Expert
    Community Expert
    April 16, 2020

    This needs to be posted over at User Voice:

    https://adobe-video.uservoice.com/forums/911233-premiere-pro

     

    User Voice is where the Adobe engineers look for bug reports, enhancement requests, etc. The urgency for bug reports or new features can be judged by how many of us users upvote the requests. You can search for similar requests using the search feature at the lower right. It's best to upvote a request that has some traction (votes) already, and you can upvote and reply to that thread. If you don't find one the matches your request, then enter a new one. Regardless, post a link back here so those seeing this thread can upvote also.

    S
    scotta24603737Author
    Participating Frequently
    April 16, 2020

    OK ... Posted at: https://adobe-video.uservoice.com/forums/911233-premiere-pro/suggestions/40192546-hevc-exported-video-started-causing-windows-applic

     

    If there us a better place, let me know.

    T
    timkad77
    Participating Frequently
    April 16, 2020

    It appears that problem is resolved perhaps because of recent updates to Premiere. Appreciate any additional confirmation.

     

    N
    nickc76237584
    Participant
    April 16, 2020

    No it's not resolved, I tried the latest 14.1 update and the issue is still there. currently having to use version 13.1.5

    N
    nickc76237584
    Participant
    March 26, 2020

    I too can confirm I had these problems! I encode h265 Virtual Reality Videos for my website and last few months was getting complaints that the h265 videos were suddenly crashing.  Was a massive hassle to figure out the problem, found this thread and yes seems using 13.1.5 fixes the problem! Any version after that crashes h265 videos not only in "Movies & TV" App, but also in VR Players with Direct Show turned off.. Not going to update my suite now until this is fixed. 

    W
    Wuckond
    Participant
    March 6, 2020

    I have the same problem. And I'm not willing to spend time reinstalling Premiere because that's not the solution. H.265 files that I created with XMediaRecode are perfectly playable. Only files that I created with Premier have a problem. And only if I try to play with "Movies and TV" Win10 application. For example, Media Player Classic can play it without problems.

    Ann Bens
    Community Expert
    Ann BensCommunity Expert
    Community Expert
    March 6, 2020

    If the files play perfectly with MPC the Movies and TV (whatever that is) is the culprite.

    W
    Wuckond
    Participant
    March 6, 2020

    It's possible I don't say the opposite. 🙂 This application is the default video player for Windows 10. (Otherwise pretty good, except for this problem).

    T
    timkad77
    Participating Frequently
    March 4, 2020

    Have same issue here. However, video plays ok with Pot Player.

    Any solution yet?

    Ann Bens
    Community Expert
    Ann BensCommunity Expert
    Community Expert
    March 4, 2020

    Premiere is an NLE, pot player is what is says a player. World of difference.

    Use proxies or transcode.

    T
    timkad77
    Participating Frequently
    March 4, 2020

    Sorry, but I'm not getting your point. The issue is that Windows Movies and TV app is unable to play produced video. Not relating to functionality of "players" itself. What I'm trying to understand here - if it is ok to keep Premiere videos in h265, or there is a potential for faulghty implementation of ITU-T Rec. so in this case I would fall back to h.264.

    S
    scotta24603737Author
    Participating Frequently
    January 3, 2020

    Any other suggestions?  I realize I may not have a perfect description of problem and will try to reiterate example based on new learnings:

     

    I have original video from camera.  I import original video into premiere and do minor editing (or none at all).  When complete, I export the video using HEVC in premiere.  After exporting, I exit premiere, and have a new video file in h.265 that premiere created.  When I "double click" to watch the video, the video opens for ~1 second before crashing.  The default app windows 10 uses is "Movies and TV".

     

    After experimenting, when using Premiere version 13.1.5, the exported video plays fine. That is, when I "double click" to open the media file it plays through to completion.


    When using Premiere version 14.0, the exported video always crashes (using identical export parameters as used in 13.1.5). That is, when I "double click" to open the media file it plays for ~1 second before terminating.

     

    Thanks,

     

    Scott

      justadaniel
      justadaniel
      Participant
      January 24, 2020

      Yeah, I'm having the same issue as you. I didn't have any problem until the 2020 update came out.

        Ann Bens
        Community Expert
        Ann BensCommunity Expert
        Community Expert
        January 3, 2020

        I think you need to reinstall Premiere.

        Use the Adobe Creative Cloud Cleaner Tool to solve installation problems

         

        Have you got something installed that is zune video?

        Or downloade the hvec codec from MS?

        S
        scotta24603737Author
        Participating Frequently
        January 3, 2020

        I followed the instructions in your link, but am still getting identical results.   As I mentioned above, I have tried a fresh install of Windows with a fresh install of Premiere on it (not sure if AdobeCreativeCloudCleanerTool.exe does anything of more benefit than a clean OS install).

         

        As far as I can tell, zune video is related to the default "Movies & TV" app with windows 10 or in the windows app store. The 1st time you run an HEVC file in windows 10, it requires you to install the HEVC Video Extensions.  Afterward, all HEVC videos work fine (except ones recently exported from premiere in my case)

         

        Also,  I just saw you can download the previous version of premiere.  I downloaded 13.1.5, exported a HEVC video with it, and all works great.

         

        This appears to be an issue from 13.1.5 -> 14.0.  What could be causing the issue?

         

        Scott

        Ann Bens
        Community Expert
        Ann BensCommunity Expert
        Community Expert
        January 3, 2020

        Premiere comes its own hvec codec.

        No need to install the MS hvec codec.

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