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arnebee
arnebee
Participant
April 3, 2017
Answered

Premiere crashes when selecting video clips

  • April 3, 2017
  • 2 replies
  • 3285 views

Premiere Pro CC has been crashing on me whenever I select a video clip.

I'm able to import by drag and dropping from my file browser but if I then click a clip to drag it into the timeline I get an unespected crash error. The same thing happens when trying to import media from within premiere, the moment I highlight a video file Premiere crashes.

I've tried downgrading to PP 2015 and 2014 and the same thing happens, I've tried clearing my media cache with no change.

I'm on a MSI laptop and have been using premiere on it without any issue for the past 3 months but it seems since updating to CC 2017 this bug has appeared.

Please help!

(Sorry for the lack of computer specs, I'll update with more info soon)

    This topic has been closed for replies.
    Correct answer arnebee

    Thanks again Vidya!

    I ended up using the live chat on the Adobe site to connect to a representative (Sumeet) who helped me realize that it was indeed my graphics card driver.
    After a quick update of my NVIDIA card everything started working smoothly again!

    Arne

    2 replies

    arnebee
    arnebeeAuthorCorrect answer
    Participant
    April 5, 2017

    Thanks again Vidya!

    I ended up using the live chat on the Adobe site to connect to a representative (Sumeet) who helped me realize that it was indeed my graphics card driver.
    After a quick update of my NVIDIA card everything started working smoothly again!

    Arne

    Vidya Sagar
    Vidya Sagar
    Participating Frequently
    January 2, 2018

    Hi arnebee,

    Thanks for letting us know the status.

    Vidya.

    Vidya Sagar
    Vidya Sagar
    Participating Frequently
    April 3, 2017

    Hi arnebee,

    If Premiere Pro crashing when you click on a file, it might be an issue with the connectivity of the drive on which the file is located or with Premiere Pro corrupted Preferences.

    1. What is the location of the Video file? If is is on an External drive, copy a file onto internal drive & test.

    2. If the issue persists, Please try this step:

         a) Go to the following location in the machine

                   In Windows, C:\Users\UserName\Documents\Adobe\Premiere Pro\11.0 (Or)

                   In Mac, Documents > Adobe > Premiere Pro > 11.0

         b) Rename the 11.0 folder to Old_11.0 (If you have other versions of Premiere Pro like 10.0, 9.0, rename those folders as well)

         c) Launch Premiere Pro, Create a new project(do not open Old projects)

         d) In the menu bar, Window > Workspace > Uncheck Import Workspace from Projects.

         e) Import the Video files & test the issue. 

    Please let us know the status of the issue.

    Thanks,

    Vidya

    arnebee
    arnebeeAuthor
    Participant
    April 4, 2017

    Hello Vidya, thanks for the reply.

    Unfortunately I tried to do as you described and it didn't fix my problem.
    I'm on an MSI GS43VR 6RE Phantom Pro, running Windows 10.
    The files are saved to the internal SSD, Premiere is running off the same drive.

    If I import a file directly to the timeline Premiere crashes right away, and then if I reopen the project it crashes as soon as I try to scrub or click on the timeline.
    I can import into project files, but once imported if I click any video file or sometimes even mouse over it Premiere crashes.

    If there's any other information that you need that might help, don't hesitate to ask.
    Thanks,
    Arne

    Vidya Sagar
    Vidya Sagar
    Participating Frequently
    April 5, 2017

    Hi arnebee,

    Thanks for providing the system information. Please try the following steps.

    1. Update GPU driver in Windows 10 & test the playback.

    Update the graphics driver | Windows 8, 7, Vista

    2. If the issue persists, Change the renderer & try playback.

         In Premiere Pro, File > Project Settings > General > Renderer

         Change it to Mercury Playback Engine Software only mode.

    Please let us know the status.

    Thanks,

    Vidya

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