System Freezing when using Media Encoder

New Here ,
Aug 15, 2018 Aug 15, 2018

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Our system has been full-on freezing (everything, including mouse/keyboard input, locks up) when using Media Encoder. It happens on different projects and freezing at different points in the render.

System Specs as follows:

iMac Pro

High Sierra 10.13.6

3.0GHz 10-core Intel Xeon W processor, Turbo Boost up to 4.5GHz
64GB 2666MHz DDR4 ECC memory
4TB SSD
Radeon Pro Vega 64 with 16GB of HBM2 memory

Adobe Premiere Pro Version 12.1.2

Media Encoder Version 12.1.2

Part of the Error Log:

Process:               PProHeadless [897]

Path:                  /Applications/Adobe Premiere Pro CC 2018/Adobe Premiere Pro CC 2018.app/Contents/PProHeadless.app/Contents/MacOS/PProHeadless

Identifier:            com.adobe.PProHeadless.framework

Version:               12.1.2 (12.1.2.69)

Code Type:             X86-64 (Native)

Parent Process:        dynamiclinkmanager [451]

Responsible:           PProHeadless [897]

User ID:               507

Date/Time:             2018-08-15 11:07:56.958 -0700

OS Version:            Mac OS X 10.13.6 (17G65)

Report Version:        12

Bridge OS Version:     2.3.2 (15P6059)

Anonymous UUID:        F0906E40-D09F-994A-E927-CB28CE92FD8B



Time Awake Since Boot: 180 seconds

System Integrity Protection: enabled

Crashed Thread:        3 Dispatch queue: opencl_runtime

Exception Type:        EXC_CRASH (SIGABRT)

Exception Codes:       0x0000000000000000, 0x0000000000000000

Exception Note:        EXC_CORPSE_NOTIFY

Application Specific Information:

abort() called

Application Specific Signatures:

Graphics hardware encountered an error and was reset: 0x00000001

_________________________________________________________________________________________________

Any suggestions for this? Or is this part of the known issues for Premiere? Could it be an issue with the new Radeon Pro Vega graphics card?

We're trying to figure out why it is happening and it has been a constant issue this past few weeks. We have 8 machines that have been having similar issues.

Let us know if any of you have encountered this and if you need more information.

Thank you in advance!

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New Here ,
Aug 15, 2018 Aug 15, 2018

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It appears this was NOT put in the right product thread.

Apologies. I am not sure how to move this to the appropriate area. I tried to move it but it said I was not authorized.

[A moderator has moved this thread from the Creative Cloud app Feature Request forum to an Adobe Media Encoder forum]

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New Here ,
Feb 03, 2019 Feb 03, 2019

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I confronted exactl same issue, although my mac is in very good condition,

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Explorer ,
Mar 11, 2020 Mar 11, 2020

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I recently had a freezing problem when using media encoder with premiere pro when rendering h264. I use 2019 version and it was working fine until recently. Then, I recalled when I was changing the settings in Premiere Pro to improve its performance, I changed the Video Rendering option from OpenGL to Software Only. But, I never changed the Media Encoder with the same rendering option with Software Only. But once I changed it, it's now working great and fast again. So, just make sure that both Premiere Pro, and Media Encoder uses the same rendering option. You might also make After Effects the same too if you use it with Media Encoder to do export rendering. Hope this helps!

 

iz

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Adobe Employee ,
Mar 16, 2020 Mar 16, 2020

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Hi there,

 

AME is an encoding application which uses grapics card for processing. I can see that you are using macOS.

In macOS, the GPU drivers get updated when you update your OS. Have you considered doing that?

Let us know.

 

Thanks,

Shivangi

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