Adobe Media Encoder 2019 and 2020 keeps crashing Windows 10

Community Beginner ,
Nov 20, 2019 Nov 20, 2019

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It is freezing at launch, the entire UI becomes unresponsive and eventually crashes. Both AME 2019 and 2020 suffers the same problem. None of the steps I've taken below has solved the problem and am getting very frustrated.

 

Resolution attempt (listed order may not be the order attempted)

- Emptied AE media cache

- Set AE project to Software only encoding, Hardware CUDA and OpenCL.

- Update Intel Display Drivers

- Update NVIDIA drivers (with perform clean installation)

- Re-installed creative cloud (with adobe creative cloud cleaner tool used)

- Emptied and set the file X19zbGNfZmVhdHVyZXNfXw==.slc to read only.

- Deleted WSMgrCfg file.

- Launch AME while pressing Shift key.

- Enabled "Administrator" account under windows 10 and tried AME, but still crashes.

- Flashed motherboard firmware

- Updated .NET Framework

- Updated Windows from 1903 to 1909

 

I can render videos directly from After Effects but because I need mp4 compression, I need to add my videos to AME. If am lucky, AME will crash after I begin rendering and the video will still be able to complete successfully but majority of time AME will crash before am able to press anything.

 

This is a brand new and clean machine.

 

Machine specs

 

------------------
System Information
------------------
    Operating System: Windows 10 Pro 64-bit (10.0, Build 18363) (18362.19h1_release.190318-1202)
            Language: English (Regional Setting: English)
           Processor: Intel(R) Core(TM) i7-7700 CPU @ 3.60GHz (8 CPUs), ~3.6GHz
              Memory: 16384MB RAM
           Page File: 12074MB used, 6612MB available

---------------
Display Devices
---------------
           Card name: NVIDIA GeForce GT 1030
        Manufacturer: NVIDIA
           Chip type: GeForce GT 1030

           Card name: Intel(R) HD Graphics 630
        Manufacturer: Intel Corporation
           Chip type: Intel(R) HD Graphics Family

------------------------
Disk & DVD/CD-ROM Drives
------------------------
               Drive: C:
          Free Space: 155.4 GB
         Total Space: 226.8 GB
         File System: NTFS

               Drive: D:
          Free Space: 181.7 GB
         Total Space: 244.1 GB
         File System: NTFS

               Drive: H:
          Free Space: 1602.0 GB
         Total Space: 1679.3 GB
         File System: NTFS

 

 

 

 

 

AME 2020 Crash log

 

Fault bucket , type 0
Event Name: AppHangTransient
Response: Not available
Cab Id: 0

Problem signature:
P1: Adobe Media Encoder.exe
P2: 14.0.0.556
P3: 5da1554c
P4: unknown
P5: unknown
P6: unknown
P7: unknown
P8: 
P9: 
P10: 

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERBAB2.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERBAC3.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERBAC2.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERBAE2.tmp.txt

These files may be available here:


Analysis symbol: 
Rechecking for solution: 0
Report Id: 175cf720-1d69-4e14-9423-e04b49a5f440
Report Status: 2049
Hashed bucket: 
Cab Guid: 0

 

 

 

 

 

AME 2019 Crash log

 

Fault bucket , type 0
Event Name: AppHangTransient
Response: Not available
Cab Id: 0

Problem signature:
P1: Adobe Media Encoder.exe
P2: 13.1.5.35
P3: 5d77412d
P4: unknown
P5: unknown
P6: unknown
P7: unknown
P8: 
P9: 
P10: 

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER79FA.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER7A0A.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER7A09.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER7A1A.tmp.txt

These files may be available here:


Analysis symbol: 
Rechecking for solution: 0
Report Id: 35db60a2-a6c0-4f52-93b5-b76b6d3bf5fd
Report Status: 2049
Hashed bucket: 
Cab Guid: 0

 

 

 

Title edited by Mod

 

TOPICS
Crash, Freeze or hang

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Community Beginner ,
Nov 21, 2019 Nov 21, 2019

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I have similar problems. And it seems to me that the crash began after updating Windows 10 to version 1909.
I checked on other computers with Windows 10 version 17 * and 18 *. AME works for them without crashing. Only now, after reinstalling Windows, I can’t return to the old versions. Sadness

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Community Beginner ,
Nov 21, 2019 Nov 21, 2019

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That's funny, I was the other way round, I thought by going into 1909 it would resolve the issue as my colleagues are on 1909 too.

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Adobe Employee ,
Nov 22, 2019 Nov 22, 2019

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Hi all,

 

We're sorry for the issue. This is unfortunate to happen. 

We have shared this crash instance with our engineering team for their advice. We'll update you shortly.

 

Is there anything else you'd like to mention?  Let us know.

 

Thanks,

Shivangi

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Community Beginner ,
Nov 24, 2019 Nov 24, 2019

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It has been a few days already and the problem still occurs, your specialists worked with me for some 4-5 hours and it's still not resolved. 

 

  • Case Number: ADB-10071757-M0L7
  • Issue: Crash/Launch Issues

 

Please help!

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Adobe Employee ,
Nov 25, 2019 Nov 25, 2019

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Hi, I'm trying to install and test this on win 10 x1909 today. Will update as soon as I have any new information.

Is this a custom built machine it some configuration from Dell or HP?

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Community Beginner ,
Nov 25, 2019 Nov 25, 2019

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It's a Dell machine but it wasn't on 1909 when it was deployed and when AME was first installed. I need to check with the procurement guys tomorrow if it's a custom built.

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Adobe Employee ,
Nov 25, 2019 Nov 25, 2019

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Thank you! I tried a variety of tests with AME on Win10 1909 and did not run into any issues.

Can you please launch AME and wait for it to freeze, then create a dump file before it crashes?

 

To get the process dump file:
  1. Press Ctrl+Alt+Delete on the keyboard.
  2. Select Task Manager.
  3. Go to the Processes tab and click More details.
  4. Right-click the process for which you need to create a dump file. Select Create Dump File.
  5. Send the file to us. I can generate a dropbox request and send you a link.

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Community Beginner ,
Nov 25, 2019 Nov 25, 2019

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hi Dima, the dumps have been created and they can be downloaded here:

https://drive.google.com/drive/folders/1Npvz_JZm-ihkbnoKTwabPHCQ5iVQJ-nt?usp=sharing

 

Thanks for looking into it! 

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Adobe Employee ,
Dec 04, 2019 Dec 04, 2019

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Thanks for sharing. Still looking into it.

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Adobe Employee ,
Dec 04, 2019 Dec 04, 2019

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Are you connecting to the AME machine via Remote Desktop? 

The crash seems to happen in audio devices code so maybe try to change your audio devices? 
Or disable audio redirection in Remote Desktop if you are using RDP.

We are working on a fix so make sure to update as soon as it's available.

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Community Beginner ,
Dec 04, 2019 Dec 04, 2019

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Да, я подключаюсь через удаленный доступ. Попробую посмотреть, можно ли что-то изменить в аудио.
Но исправление бы не помешало ))

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Adobe Employee ,
Dec 06, 2019 Dec 06, 2019

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Да, обязательно все починим))
Получилось настройки изменить? Они выглядят примерно так:

rdp_screenshot.png

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Community Beginner ,
Dec 08, 2019 Dec 08, 2019

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Попробовал - безрезультатно. Либо звука нет, либо виснет.
Даже если при отключенном звуке отправить в AME и переподключиться включив звук, то всё зависает. И Media Encoder и Premiere Pro
remote.JPG

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Adobe Employee ,
Dec 09, 2019 Dec 09, 2019

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Я правильно понимаю что если настройки звука "Не воспроизводить" и "Не записывать" то AME и PPRO не зависает?

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Community Beginner ,
Dec 09, 2019 Dec 09, 2019

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Совершенно верно. Зависает только при "удаленном аудио"

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New Here ,
Jun 05, 2020 Jun 05, 2020

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Hi, I'm having the same issue, has this been resolved yet?

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New Here ,
Jul 13, 2020 Jul 13, 2020

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LATEST

Hello! Adobe specialist here.

 

Yes, it has been fixed.

 

But you will have to upgrade to Adobe's Premier Premiere Subscription PowerUser Subscription Service™ in order to access any of our products bug-free. Otherwise, deal with the millions of program-breaking bugs in our "professional creative suite" we wont fix because we have your money. Kindly go f*ck yourself!

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