Premier pro not working after 3 months of troubleshooting

[markh74173660]

I have PS and LR on PC and just bought an EOS 10 Cine camera so I thought it made sense to go with PP CC 2018.  To date I have not been able to work on any of my projects and am now considering another video editing package.  I have tried all reasonable options including a major upgrade to my PC (circa $3k) all to no avail.

All drivers, software etc are up to date and the best I can manage is to open PP new project, import some footage and then as soon as i go to edit PP either hangs or BSOD's with the only option being a reset.  I did try tech support (adobe chat) - very nice, helpful chap. After an hour with no fix he recommended a full re-install and/or go to win 10.  I did both.  Anyone want my license to PP - I will give you a 6 pack of beer and some chips to take it off my hands.....

[R Neil Haugen]

Not a pleasant tale, eh?

So ... to start doing some troubleshooting, let's get some details ... OS/CPU/RAM/GPU/vRAM, and the number and types of drives connected  to the computer will help there.

The media you're working with ... what is it, what created it, and what sort of storage is it 'living' on?

Are you importing/ingesting through the Media Browser: navigate to and select files, right-click/import?

Are you able to get media onto a timeline before it crashes or does it BSOD before you even get a sequence started?

And ... if you can give us that info, Vidya Sagar​​ or RameezKhan ... might you also be available to assist this user?

Neil

[Stan Jones]

markh74173660  wrote

a full re-install and/or go to win 10.  I did both. 

So you are now running Win 10?

[markh74173660]

Hi Stan,

Yep windows 10 professional with all updates

Rgds

M

[markh74173660]

Forgot to mention I did a full reinstall also.

[Jim_Simon]

Are any points of Step 4 below in violation?

Unofficial Premiere Pro Troubleshooting Guide

Also, Canon doesn't list an EOS 10 Cinema camera.  Can you double-check that model number?  Let us know which specs you're shooting at.

[markh74173660]

My bad. Canon eos c200. Not shooting raw yet. Newbie to video so just

testing workflow at 1080. Any help appreciated.

[Peru Bob]

Please supply the information that Neil asked for:

So ... to start doing some troubleshooting, let's get some details ... OS/CPU/RAM/GPU/vRAM, and the number and types of drives connected  to the computer will help there.

The media you're working with ... what is it, what created it, and what sort of storage is it 'living' on?

Are you importing/ingesting through the Media Browser: navigate to and select files, right-click/import?

Are you able to get media onto a timeline before it crashes or does it BSOD before you even get a sequence started?

[markh74173660]

Hi There,

I have windows 10 pro version 1709 build 16299.192. CPU is I9-7900X @

3.3ghz. RAM is 64GB 2400MHz. GPU / Graphics NVIDIA K4200 driver 390.77.

Windows is on a new 1TB SSD and i have 3 2TB ¬8500RPM ea internal sata

drives for workflow. I also have 2x 2TB ¬8500RPM external drives for

backup via USB 3. I am using two monitors from the graphics card (1xEIZO

CG242W and 1 HP E24I).

I am trying to workwith video files form my Canon C200 Cine which have been

copied from the onboard SD onto one of my internal 2TB work drives (SATA).

Video format is MP4 60fps to SSD without canon log.

In PP 2018 I select new project, import media, browse to media and import.

I drag and drop the media onto the timeline and thereafter (wihin seconds

to minutes) the system hangs (requiring a reboot) or BSOD's typically with

DPC_WATCHDOG_VIOLATION or WHEA UNCORRECTABLE ERROR.

Previously (2.5 month back) I was running Win 7 Pro on an earlier m,board

with 32GB RAM and and I7 processor - same graphics card though. Managed to

process 1 timelapse video 2 hours down to 2 minutes and could not get PP to

work afterwards.

Hope above useful and again appreciate any help.

m

[Horshack]

Those BSOD types indicate a hardware machine check is occurring. If the only common element between your first and second system is the video card (mobo, CPU, and memory different) then the video card would be the obvious suspect.

[markh74173660]

yep - that was next on my list. It is 'old' but did not want to go and

splash big $$$ on new one without 'knowing' that was the issue.

[Horshack]

If you don't want to upgrade your video card one quick thing you can try is to disable GPU acceleration and see if that avoids whatever hardware problem your video card has. You do this on a per-project basis: File -> Project Settings -> General, change "Video Rendering and Playback" to "Mercury Playback Engine Software Only".

[markh74173660]

Yep - I checked this on the forums a week or so back and tried it but still

same outcome - thanks for suggestion.

I might be struck with a new GPU but want to get best bang for $$$,

certainly when it looks like I need to spend $1k

thx again.

Challenge I have is $1k for a new video card or less for some video editing

software that might work....

Life is a box of chocolates apparently )

[Jim_Simon]

https://support.microsoft.com/en-us/help/2789962/you-receive-a-dpc-watchdog-violation-133-stop-error...

https://support.microsoft.com/en-us/help/4028662/windows-how-to-fix-wheauncorrectableerror

For now, drop down to just one monitor.  Keep it that way until everything works.

I second the idea of upgrading the GPU.  A 1000 series GTX.

Implement Steps 2C, 3D and 4D below.

Unofficial Premiere Pro Troubleshooting Guide

[Horshack]

A BSOD can only occur when a Windows kernel component (including drivers) has a bug or when there's a hardware error. A user-level app like Premiere typically can't cause a BSOD unless it sends bad parameters to an OS function that in turn aren't properly validating those parameters - this is an exceedingly rare occurrence though. The most likely scenario is that Premiere is doing something specific but appropriate that uncovers a latent issue with your installation/system.

Can you post the specific BSOD that you're getting?

[Rameez_Khan]

Hey markh,

Sorry that you have this issue!

As Horshack mentioned, BSOD occurs due to bad drivers or due to hardware issues. Jim_Simon suggested some helpful resources too.

Do you have Intel Turbo Boost enabled? A user in the After Effects forum stated that disabling Turbo Boost in BIOS fixed the WHEA UNCORRECTABLE ERROR.

Here is another possible solution from the Microsoft Community. Try these suggestions and let us know how it goes.

Neil, Stan Jones, Peru Bob - Thanks for helping.

Best,

Rameez

[markh74173660]

Hi Ramez,

Sorry I had not responded to some prior suggestions - I had to travel this

week on business.

Turbo boost is switched on so I will try the bios disable this weekend.

Many thanks.

I went through many of the other suggestions but sadly PP still unstable.

I think it may be the graphics card that PP does not like and I am then a

little nervous about spending another $1k without knowing if that solves

the issues.

Very grateful for the help from everyone. I do want to stay with Adobe for

my video workflow but may have to try the competitions free download and

wait till there is an update for PP.

Mark

[R Neil Haugen]

Another editor in a shop with around 50 rigs was online with Adobe and got MS techs on the phone, eventually telling him that past Win10 build 1607, changes in the OS were causing troubles with some overclocked hardware.

So some of their machines were returned to 1607, and over-clocking removed on most, and between them, they're now stable again.

May or may not apply in you case. But spnsr had a good suggestion to check. And note, some GPUs ship overclocked.

Neil

[Guest]

I used to get the DPC BSOD when I was overclocked too much

[markh74173660]

Hi All,

So I tried the below tests just now (BTW : My machine is not overclocked, although I was planning to do this).

I switched off Intel Turbo Boost at BIOS and removed the software from the win startup (then deleted it)

Disconnected second monitor

Ensured that mercury / GL was software only

Managed 5 minutes before PP froze and required a soft reboot (ctrl alt del did not work).  I really do want to use PP for my video workflow however time (and money) are no longer with me.  I am now deleting PP from my system and going to try the free download from Da Vinci.  If this works then I will pay for their software (resolve?) and cancel my sub with Adobe for PP.  I will update this thread but on the assumption this works I guess I will look PP up again in a year or so and see if it is more stable.

Thanks to everyone for all the advice / help

Mark  

[markh74173660]

Final update.  Installed Da Vinci. Imported media and 5 minutes later a rather nice looking output (same file I have been using with PP for over two months now).  I tried Adobe support (chat) - gave up after 30 minutes.  Now cancelling my CC license and will buy pro version of Da Vinci.  Again thanks to all for help.

Mark

[Guest]

Glad you’ve got a setup working man! I too plan to check out Resolve but

the killer for me is the Dynamic Link workflow between Premiere and After

Effects. Let us know if you try Premiere again and can get it working. I’m

genuinely curious why it won’t work on your system, especially after trying

so many things in this thread to fix it.

On Fri, Feb 16, 2018 at 10:44 AM markh74173660 <forums_noreply@adobe.com>

[markh74173660]

Will do. Looking at Da Vinci it is a little less sophisticated on the edit

/ workflow perhaps - will see. Would prefer to be in Adobe workflow for

sure. Think my issues is the graphics card but not wanting to buy another

one right now.

XML Roundtrip? Right click the AE clip in Premiere - Render and Replace ???

All best

Mark

[Jim_Simon]

Now cancelling my CC license and will buy pro version of Da Vinci.

I'm just about finished with the following.  I highly recommend it.

The Definitive Guide to DaVinci Resolve 14: Editing, Color and Audio (Blackmagic Design Learning Ser...

Last night I reedited a personal project in Resolve 14.  It was quite enjoyable.  I'm actually having fun editing again.

[markh74173660]

on way form amazon - many thanks.