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Question

Player Error Crashing...Frequently

Forum|Forum|4 years ago
December 7, 2021
3 replies
1065 views

I'd love a concrete, realistic solution from Adobe and I'm not sure where else to turn at this point. I think I have done (and continue to do...daily) every known "fix" or solution to these crashes for the better part of a year, to no avail. I have lost COUNTLESS hours to crashes, lost projects, and the like. I was using PP 2021 most recently until I snapped yesterday and requested PP 2020 installs from (a very helpful) Adobe troubleshooting assistant through the chat. However, crashes keep coming...regularly. Like...every time I scrub the needle on my timeline. The short list of daily/weekly fixes that I've tried (and DO NOT fix the problem):

-- Resetting preferences

-- Creating new projects from scratch

-- Turning off GPU accelerated rendering (more ranting on this below)

-- Switching GPU from AMD to NVIDIA approved

-- Using ONLY the latest, approved STUDIO drivers from NVIDIA

-- Clearing cache

-- Using the Adobe Creative Cloud Cleaner Tool

-- Updating to the latest version of Premiere (2022)

-- Rolling back to older versions of Premiere when crashes somehow worsened

At this point, I'm at a loss. I don't know what else to do. Switching software (which may actually make my work life easier) isn't the best fix in the short term because our entire company is on Creative Cloud. I can't get the software to stabilize, and I'm losing work and progress regularly. It is UNACCEPTABLE for this to be such a consistent issue.

The idea that "disable GPU acceleration" could be in any real world a suggestion is embarrassing. What professional editor has purchased a graphics card with the intention to not be using it? What's worse, disabling the GPU doesn't prevent Player Error crashes! Is there no actual fix from Adobe? At all?

Please...someone. Anyone. Help me.

Crash

This topic has been closed for replies.

Kevin J. Monahan Jr.

Legend

Hi glybirdy,

Sorry. Are you generating any crash reports? Can you attach any to this post? Maybe I can get engineering to have a look. You should also file a bug on User Voice: https://adobe-video.uservoice.com/forums/911233-premiere-pro

Thanks,
Kevin

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

Kevin J. Monahan Jr.

Legend

Hi glybirdy,

Sorry about this. You didn't mention the source footage you are using, which camera it came from, and if you are using proxies or transcodes or not. I recommend trying footage that is in an editing codec, and suggest steering clear of H.264 footage in general, especially if it is a 10-bit 4:2:2 variant which is the most recent and most difficult media to handle for any computer (no matter how powerful) in recent memory.

Exporting using Software Encoding is not a huge deal since Hardware Encoding is a fairly recent innovation based on NVENC tech. This feature relies on your GPU but sacrifices quality for speed. Exporting a higher quality version of your program can be achieved via Software Encoding, and it is quite normal to do so. It's nice to have a speedy output too, but might be even better to wait a bit more for a higher quality one.

That said, it's nice to have the option of both. I do. On the Windows side, for troubleshooting this tech, a clean reinstallation of the most current studio drivers would be another troubleshooting step you could try.

Hope we can help.

Thanks,
Kevin

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

G

glybirdyAuthor

Known Participant

Hi Kevin, thank you for your message.

I haven't worked in H.264 in many years. We've been using a C200 (and an older Canon before that) without issue, for a long time until basically the beginning of 2021.We have for years encoded all footage to ProRes and worked in proxy (Premiere created) when file size prevented us from doing so.

My issues aren't with the recommendation for Hardware Encoding be turned off on export, but that GPU rendering be disabled when editing on the timeline. It's a massive blow to productivity and has not provided any sort of stability benefit.

I have yet again done a clean install of the most current studio drivers, as per your suggestion, and will try from here. This is now the 5th time in as many months I have done this step, without resolution. I first ran DDU, restarted, then did a clean install. Installing previous versions (as suggested by Peru Bob) is easier said than done as NVIDIA will not install previous versions on an updated Windows 10 machine, even after a DDU uninstallation.

Kevin J. Monahan Jr.

Legend

Hi glybirdy,

Thanks for the add'l info. As I understand it, you have confirmed you are editing with transcoded ProRes footage and not the 10-bit RAW footage. Additionally, you are having trouble with enabling the Mercury Playback Engine to GPU acceleration during playback and not Hardware Encoding. Sorry for any misunderstanding. Software Only GPU acceleration does not halt your core issues.

In order to troubleshoot, sometimes certain steps are skipped, so please excuse if I ask you to do some steps that seem superflouous.

First: check Help > System Compatibility Report. Check to see if you have any issues with your hardware.

Delete corrupt media cache: First, choose File > Close All Projects to make sure all projects are closed. Then choose Preferences > Media Cache and choose to delete ALL media cache. If all projects are not closed, the current media cache does not get deleted, and this cache can be the source of issues. After deleting media cache, I like to restart the computer, then restart Premiere Pro while pressing the Alt key to delete preferences.

Repair folder permissions: After major updates of version and/or OS, it is a good idea to make sure folder permissions are set properly. You can move through the steps mentioned here: https://helpx.adobe.com/in/x-productkb/multi/preferences-folder-read-only-error.html

Remove plug-ins or extensions. Plug-ins or extensions that are carried over from previous versions that can cause conflicts such as these. Please check those out.

When a player error happens, I'm always wary of certain cameras' card-based media and its associated metadata that carries sidecar files in various folders. According to documentation in the past, important metadata can be left behind if it is not correctly ingested via Media Browser. That said, a recent feature in v.22 (I believe) is said to have the ability to automatically ingest the metadata no matter how you import it.

With card-based media in mind: take a very close look at your media: First, try different media types as a test. How do they behave?

Next: Perform a test by importing any card-based media by first copying the entire contents of the CF cards to your hard drive and then importing the files via Media Browser and not File > Import. If you are transcoding on ingest to ProRes, you can create a custom ingest preset to make that happen, which I like to do.

Hope these steps shake something loose for you.

Thanks,
Kevin

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

Peru Bob

Community Expert

What are the complete computer specs, including hard drives (how many, what kind, what is on each, what capacity, and how full)?

G

glybirdyAuthor

Known Participant

CPU -- AMD Ryzen 9 3900XT

MOBO -- Gigabyte X570 AORUS PRO WIFI

RAM -- Team T-FORCE VULCAN Z 64 GB

GPU -- NVIDIA GeForce RTX 3060 Ti

Boot Drive -- Crucial P1 1 TB NVME -- 28.5% Full

-- OS & Software

Scratch Disk -- Samsung 980 Pro 1 TB -- 20.5% Full

-- Scratch Disk

Bulk Storage -- RAID5 -- SATA -- 4 x WD Black 6 TB -- 40.2 % Full

-- Assets/Media

I've experimented with moving all footage to an NVME and working off of that to no avail. I've tried numerous different configurations and still experience the crashes regularly.

Peru Bob

Community Expert

Try some older Studio Drivers

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