AME crashes when trying to import 4K videos

Community Beginner ,
Mar 11, 2019 Mar 11, 2019

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Hello,

I am slowly using my patience - i have now reset my computer 3 times including a complete fresh install of Windows 10 Pro and the Adobe apps (Premiere and Media Encoder)

Alas I cannot get rid of the problem - whenever I try to import a 4K video to encode, AME crashes.

Finally after the last fresh install (AME 13.0.2 (Build 39)) I see an error message from Visual C++ Runtime - Error R6025

Adobe_Error.JPG

Now after the first crash since install, AME just crashes without error messages.

Anyone has an idea how to get rid of this? It is driving me insane and costing me time and money.

Thank you in advance!

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Community Beginner ,
Mar 11, 2019 Mar 11, 2019

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PS: HD videos are no problem, it is clearly connected to 4K videos.

This is the media info of one of those files:

Format                         : MPEG-4

Format profile                 : Base Media / Version 2

Codec ID                       : mp42 (mp42/mp41)

File size                      : 308 MiB

Duration                       : 1 min 0 s

Overall bit rate               : 43.0 Mb/s

Encoded date                   : UTC 2016-10-27 11:40:46

Tagged date                    : UTC 2016-10-27 11:40:49

©TIM                           : 00;00;00;00

©TSC                           : 30000

©TSZ                           : 1001

Video

ID                             : 1

Format                         : AVC

Format/Info                    : Advanced Video Codec

Format profile                 : Main@L5.2

Format settings, CABAC         : Yes

Format settings, RefFrames     : 3 frames

Format settings, GOP           : M=4, N=29

Codec ID                       : avc1

Codec ID/Info                  : Advanced Video Coding

Duration                       : 1 min 0 s

Bit rate                       : 42.7 Mb/s

Width                          : 3 840 pixels

Height                         : 2 160 pixels

Display aspect ratio           : 16:9

Frame rate mode                : Constant

Frame rate                     : 29.970 (30000/1001) FPS

Standard                       : NTSC

Color space                    : YUV

Chroma subsampling             : 4:2:0

Bit depth                      : 8 bits

Scan type                      : Progressive

Bits/(Pixel*Frame)             : 0.172

Stream size                    : 305 MiB (99%)

Language                       : English

Encoded date                   : UTC 2016-10-27 11:40:46

Tagged date                    : UTC 2016-10-27 11:40:46

Color range                    : Limited

Color primaries                : BT.709

Transfer characteristics       : BT.709

Matrix coefficients            : BT.709

Audio

ID                             : 2

Format                         : AAC

Format/Info                    : Advanced Audio Codec

Format profile                 : LC

Codec ID                       : 40

Duration                       : 1 min 0 s

Source duration                : 1 min 0 s

Bit rate mode                  : Constant

Bit rate                       : 317 kb/s

Channel(s)                     : 2 channels

Channel positions              : Front: L R

Sampling rate                  : 48.0 kHz

Frame rate                     : 46.875 FPS (1024 SPF)

Compression mode               : Lossy

Stream size                    : 2.27 MiB (1%)

Source stream size             : 2.27 MiB (1%)

Language                       : English

Encoded date                   : UTC 2016-10-27 11:40:46

Tagged date                    : UTC 2016-10-27 11:40:46

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Community Beginner ,
Mar 11, 2019 Mar 11, 2019

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PPS: On a second computer it's not an issue - so there is a connection between that specific computer, AME and 4K files

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Community Beginner ,
Mar 11, 2019 Mar 11, 2019

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At the risk of being annoying but I found the culprit - MSI GeForce N750Ti

When I remove the card and only use the Intel HD4000 it works.

Now what?

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Adobe Community Professional ,
Mar 11, 2019 Mar 11, 2019

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The N750Ti may not have a driver that will work with the newest versions of CC.

Try updating or rolling back your graphics driver directly from the video card manufacturer’s site.

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Community Beginner ,
Mar 11, 2019 Mar 11, 2019

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I have someone bring me a GTX1060 card and will try that instead

Update:

Tried a GTX1050 and GTX1060 - same problem. As soon as I plug in a graphics adapter, AME crashes when I tried to add a 4K video.

With the onboard HD4000 Intel graphics: no issues.

And no proper error messages besides the very first one.

This sucks.

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Adobe Community Professional ,
Mar 11, 2019 Mar 11, 2019

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Have you tried different driver versions?

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Community Beginner ,
Mar 11, 2019 Mar 11, 2019

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LATEST

yes.

including the one that Windows automatically installs when detecting the card and the very latest from the Nvidia website

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