Skip to main content
P
Paul32048289efkz
Participant
September 20, 2024
Answered

Premiere Pro Crash with new laptop

  • September 20, 2024
  • 6 replies
  • 959 views

Ive been using PP for a few years without issue on a macbook with M1 16gb, but recently Ive been editing 360 4k and it couldnt cope, so I shopped around and although wanted to get an m2 pro chip, it was a little out of my price bracket so went for an asus vivobook, ultra 9, 32gb ram, intel arc graphics. i installed PP v 24.6.1 and as soon as I click import it comes up with a crash report screen. 

 

In my research Ive uninstalled all adobe restarted and reinstalled, installed several earlier versions, deleted media cache, upped the ram to pp in preferences. I spent 2 hours with IT at the uni but to no avail. I can see it runs the 360 4k well because I sneakily dragged and dropped some of the files to PP and it played, but then i cliecked import and 'crash'. 

 

Any ideas?

 

System Information
------------------
Time of this report: 9/18/2024, 21:17:07

Operating System: Windows 11 Home 64-bit (10.0, Build 22631) (22621.ni_release.220506-1250)
Language: English (Regional Setting: English)
System Manufacturer: ASUSTeK COMPUTER INC.
System Model: ASUS Vivobook S 15 S5506MA_S5506MA
BIOS: S5506MA.312 (type: UEFI)
Processor: Intel(R) Core(TM) Ultra 9 185H (22 CPUs), ~2.5GHz
Memory: 32768MB RAM
Available OS Memory: 32252MB RAM
Page File: 13490MB used, 23882MB available
Windows Dir: C:\Windows
DirectX Version: DirectX 12
DX Setup Parameters: Not found
User DPI Setting: 192 DPI (200 percent)
System DPI Setting: 192 DPI (200 percent)
DWM DPI Scaling: UnKnown
Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Not Supported
DirectX Database Version: 1.6.1
DxDiag Version: 10.00.22621.3527 64bit Unicode

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

    Hi Paul. - @Paul32048289efkz,

    Sorry for the trouble. Have you tried updating your Intel GPU driver? Check out: https://www.intel.com/content/www/us/en/products/sku/227954/intel-arc-a750-graphics/downloads.html?linkId=100000258947205.

     

    Let us know if that helps you.

     

    Cheers,

    Kevin

    6 replies

    Kevin J. Monahan Jr.
    Community Manager
    Kevin J. Monahan Jr.Community Manager
    Community Manager
    September 23, 2024

    Great @Paul32048289efkz!

    Let me know how it goes. I'll move this thread into the Discussions forum for further troubleshooting (if you need it).

     

    Thanks,
    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    P
    Paul32048289efkzAuthor
    Participant
    September 23, 2024

    Hi Kevin, I did update it last week after I got it, but I see this update was a few days later and so Ive downloaded it and installed and tested and its not crashing anymore. Thank you so much, really appreciated.

     

    Regards

     

    Paul

      Kevin J. Monahan Jr.
      Community Manager
      Kevin J. Monahan Jr.Community ManagerCorrect answer
      Community Manager
      September 23, 2024

      Hi Paul. - @Paul32048289efkz,

      Sorry for the trouble. Have you tried updating your Intel GPU driver? Check out: https://www.intel.com/content/www/us/en/products/sku/227954/intel-arc-a750-graphics/downloads.html?linkId=100000258947205.

       

      Let us know if that helps you.

       

      Cheers,

      Kevin

      Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
        P
        Paul32048289efkzAuthor
        Participant
        September 20, 2024

        Found where the plugins are in effects>manage video effects but there are no installed 3rd party plugins. Ive tested the remove 3rd party plugins only and it will work until I restart premiere and I've chosen disable all under the effects tab and as there are no plugins it still crashes.. The options says '(One time only)', what I need is an 'everytime' option, as opposed to one time. 

          P
          Paul32048289efkzAuthor
          Participant
          September 20, 2024

          HI, Thanks for the fast reply.

           

          The issue means that it crashes rregardless of having a project up or not. When I got it to work briefly it was after removing the media cache but it wasnt for long before it crashed. then when I opened it again, I clicked import and it crashed. The files were Mp4 recorded from a 360 camera, but I tried it with simpler mp4 files and it even crashed while I was in preferences at one point. The version was the latest. I did try the previous 5 versions but the same happened.

           

          SInce writing this I have a temp solution it seems, I tried the reset preferences and this time i ticked the 'reset plugin loading cache' & 'disable third party plugins and it seemed to work, but i closed the program and reopened it and it crashed, so I reset them again and it seemed fine. This indicates that its a 3rd part plugin, but I cant see where they are, currently looking for them.

           

          Thanks

           

          Paul

            R
            Community Manager
            Rach McIntireCommunity Manager
            Community Manager
            September 20, 2024

            Hi Paul, 

            That sounds frustrating.  Thanks for all this info as well.  A couple more questions, what file format are the files?  Are they very long/ large?  What version of Premiere were you using when Import was working?  

            You said you are able to drag clips and they work, is this a good workaround for now?

              Terms & ConditionsAccessibility statement
              Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices