Adobe Premiere continuously crashes

[Mark_Radabaugh]

• Issue - Adobe Premiere crashes all the time, even when sitting idle,
• Adobe Premiere Pro version number: v24.5.0 (build 57)
• Operating system - Windows 11, 23H2
• System Info: CPU, GPU, RAM, HD:

  • i7

  • Intel UHD, driver version 31.0.101.2115

  • 16gb

  • 512gb SSD hard drive

  • This issue has happened on every PC I've run Premeire on since upgraded to the new version (even on a fresh install)

• Video format: H.264
• Workflow details: It's a single camera sequence with no titles over the video, just a simple title at the beginning.
• Steps to reproduce - (Very important!) Start Premiere and load a project.  Regardless of what you do, Premiere will just shut down, even if you're just sitting there and not doing anything.
  
• Expected result - I expected Premiere to work and operate without crashing or closing unexpectedly.
• Actual result -  Premiere will just close, unexpectedly, without warning - even if you're not doing anything in it at the moment.

[Rach McIntire]

Hi Mark, 
Sorry to hear you're having such an issue.  Can you give me a bit more info about what type of video you're using?  What graphics card do you have?

Does this happen with opening already existing projects or can you create a new one and have it work?  How long after opening does it crash?  What happens in the crash; does the progrma close completely or freeze and get hung up?

Hopefully we can find a solution for ya.

[Mark_Radabaugh]

Rach,

I’m experiencing this issue on every computer I’ve been running this version of Premiere Pro on.  Here’s the specs of the two PC’s I generally use Premiere on:

Main PC:

Windows 11 Pro, i7-9700k, 32mb RAM, Nvidia 2060 RTX Super, 2tb NVMe SSD, 4tb HHD.

Secondary PC:

Windows 11 Pro, i7-10610u, 16mb RAM, Intel UHD Graphics, 512gb NVMe SSD, 2tb HHD.

Premiere Pro crashes whether I’m using an existing project or a new one, sometimes it’s within 3-4 minutes and sometimes it’s within 15 minutes.  The time until it crashes is just random.  It’ll do it whether I have other programs running or just Premiere.

Most of the time, the program just stops responding for about 10 seconds and then just closes without warning.  Other times it locks up and I get a spinning mouse pointer for several minutes and then I have to close the project.  (Yesterday it locked up while trying to save a project so I had to restore one of the auto-saved files of the project).

-Mark

[Rach McIntire]

Hi Mark, 
My first thought is to make sure your graphics card and other drivers are up to date as well.  You can also try rolling back to an older version where it was working and see if that solves it or not.  That could narrow things down.  What version are you currently i?

Can you tell me what type of footage you are using?  Camera, codec, proxy, etc.  I think this is more system related than file related, but its good to get as much info as possible.

Thanks,
Rach

[Mark_Radabaugh]

Rach,

All my drivers are up to date on both computers.  The video files I'm using are .MXF files (from a Sony camera), using a h.264 -MPEG-4 AVC (part 10) codec.  Audio codec is PCM.  It seems to really happen when I switch programs, too, even within Adobe products (After Effects, Acrobat).  It also seems to happen anytime I try open the Essential Graphics window.

It's extremely frustrating and practically making Premiere unusable.  Sometimes it doens't crash for 10-15 minutes, other times it's within a minute or two of the program loading.  I've tried a new installation on both machines and it still does it.

[Rach McIntire]

Hi @Mark_Radabaugh ,

Thanks for the extra info.  Are you able to send me a project file and a sample clip that is causing the crashes?  Also, do you have HW acceleration on or off in Premiere?

I've emailed you a link to private upload space.

[Rach McIntire]

updating status