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Daniel Muirakitan
Known Participant
January 22, 2024
Answered

Constant instability and frequent crashes of the programs Mac M2 Pro

  • January 22, 2024
  • 25 replies
  • 1732 views

Dear Adobe Community and Support Team,

I am writing this post to express my deep dissatisfaction and concern regarding the performance of Adobe Viode apps on the Mac M2 Pro. As a professional user, I rely on Adobe’s tools for my daily work, but, regrettably, I am encountering a series of challenges that are severely compromising my workflow.

The main issues include constant instability and frequent crashes of the programs.

These incidents are not just frustrating but are causing tangible losses and an alarming level of stress.

It’s becoming unfeasible to maintain an efficient workflow under these conditions.

As a customer who makes a significant monthly investment in a subscription, I expect a standard of quality that matches this financial contribution.

The current situation, marked by security failures and instability, is far from acceptable in a professional environment.

 

In light of these circumstances, I demand a clear statement from Adobe on the following issues:

  1. What actions are being taken to resolve these critical issues with Adobe apps on the Mac M2 Pro?
  2. What is the anticipated timeline for the implementation of these fixes?
  3. What measures does Adobe plan to implement to ensure such issues do not recur in the future?

I await an urgent and effective response. It is crucial that Adobe acknowledges and addresses these failures with the seriousness they deserve, not just to resolve my specific case but to ensure the reliability of its products for the entire professional community that relies on them.

Sincerely,

Daniel 

 

[title edited by mod]

    This topic has been closed for replies.
    Correct answer Kevin J. Monahan Jr.

    Hi @Daniel Muirakitan ,

    There's a free version of media-info for macOS, I'm fairly certain. If not, it's a great utility to have and probably cheap. Up to you.

     

    We have a properties inspection feature in Premiere Pro and that is OK to serve a similar purpose. We just use MediaInfo here on the forums to troubleshoot media problems. It is also helpful to know which camera shot the footage, which codec was used, the codec, the wrapper, the frame rate, or whether it has a variable frame rate. These things are important to be aware of when troubleshooting unexpected behavior in a project. Maybe you didn't know that H.264 or HEVC footage, which is very common, are also some of the most highly compressed video formats on the planet and require a good deal of horsepower, especially if it is 4K, with variable frame rates. Even the latest Macs have limitations.

     

    You said that the media you are using has not caused you any issues in the past, right? That is helpful. If you don't mind, you can post a screenshot of a sample clip's properties by right-clicking it and choosing Properties.

     

    Perhaps the media is not your issue, and your project is corrupt. We can look at that now.

     

    So, what has changed since you began to have problems?

    • Did you update macOS in the middle of this project?
    • Did you update Premiere Pro versions while working in this project?
    • Did you migrate this specific project while the new hardware was updated?

     

    If so, these actions can corrupt an NLE project file, be it Avid, FCP, Resolve, Premiere Pro, Mac, or PC. Try testing the same media in a new project. Is it functioning?

     

    If so, create a new project and import the older project into the new one to update the project file with the new code. Try this updated project now and see if you get better performance. I've seen others have this problem lately. Try that, and report back.

     

    Finally, I would ask about your media and where it is stored. Is it an external HD? Is it a NAS or SAN? What are its specs, and how full is it? Tested the speed? Or are you storing it all on the MacHD? Knowing more about your media drive would help immensely.

     

    I hope the advice helps.

     

    Thanks,
    Kevin

    25 replies

    Kevin J. Monahan Jr.
    Community Manager
    Kevin J. Monahan Jr.Community Manager
    Community Manager
    June 17, 2024

    Hello @Daniel Muirakitan.

    Thanks for the message. It's been a while since you filed this bug. Hopefully, assisted support helped you. Are you still having this issue? If so, can you let us know? If not, how was the problem resolved? I hope our team was able to help you.

     

    I'll move your post to the Discussions board while we await your response. We can move this back to the Bugs forum if you still have unresolved issues.

     

    Thanks,


    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    D
    DVLOS
    Participating Frequently
    January 31, 2024

    I am experiencing the same thing on an M2 Pro / Sonoma 14.3

     

    But it is both Media Encoder and Premiere Pro when rendering. Can set REc. 709 or 2020 or whatever it will crash. Audio or no audio .. crash. It quite often does not want to use Hardware Acceleration -- I feel like once it starts Hardware Acceleration is never available until I restart.

     

    This was not the case before the last 1-2 updates to PPro Beta -- Switch over to Windows 11 Desktop PC with Nvidia RTX card -- renders in a flash also PPro Beta or Media Encoder.

    Kevin J. Monahan Jr.
    Community Manager
    Kevin J. Monahan Jr.Community Manager
    Community Manager
    January 23, 2024

    Good morning, @Daniel Muirakitan,

    I read your post. You say that the steps I had you try did not work. I apologize that I was unable to solve your issue using standard troubleshooting. Please contact assisted support for one-on-one assistance with this issue. I hope that's OK.

     

    To contact Adobe Customer Service, do the following: 

    1. Make sure to sign into your Adobe account. Allow popups and cookies on your browser. Note: You may not be able to see the chat window if using a VPN. 
    2. Click here: https://helpx.adobe.com/contact.html?rghtup=autoOpen. This will automatically open the chat window. 
    3. Type "Agent" in the chat box to be connected to a live agent. 
    4. When you get an agent, ask to be connected to the video queue. These are agents that are specially trained to handle issues related to digital video and audio.

     

    I hope they can help you. Let us know what they say so that the community can stay informed and help others having trouble with the same situation. Sorry for the frustration.

     

    Thanks,
    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    D
    Daniel MuirakitanAuthor
    Known Participant
    January 23, 2024

    PLEASE, SOMEONE HELP ME! PLEASE!!!!

    D
    Daniel MuirakitanAuthor
    Known Participant
    January 23, 2024

     

    Hello @Kevin-Monahan.

    Nothing worked! This is concerning.
    What should I do to get back to work?

    Please, as an adobe representativem, give me an answer. ANY answer!
    It would be really frustrating and inconvenient to have to switch everything over to Resolve, considering I've always been an advocate for ADOBE among my peers.
    Sadly, it seems they might have been right all along in trying to convince me to break free from Adobe.

    What do you think? Just say something, i need do edit videos!!     
    My clients just dont care what editing software i'm using.


    Best regards,
    Daniel

    Kevin J. Monahan Jr.
    Community Manager
    Kevin J. Monahan Jr.Community Manager
    Community Manager
    January 23, 2024

    Cool. Thanks for answering. Let us know how it goes once you perform triage to your project file. It's a pretty common way to fix memory leaks and other unexpected behavior when updating mid-project. I see another person with memory leaks with a similar system. I hope it works for you.

     

    Cheers,

    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    D
    Daniel MuirakitanAuthor
    Known Participant
    January 23, 2024

    Finally, some clear guidance I can work with, rather than just some sly trickery... Thanks, @Kevin-Monahan.

    I'll try the alternatives you suggested.

    By the way:

    Did you update macOS in the middle of this project?
    Answer: Probably. I always keep all my software as up-to-date as possible.


    Did you update Premiere Pro versions while working on this project?
    Answer: Probably. I always keep all my software as up-to-date as possible.


    Did you migrate this specific project during the new hardware update?
    Answer: Definitely not

      Kevin J. Monahan Jr.
      Community Manager
      Kevin J. Monahan Jr.Community ManagerCorrect answer
      Community Manager
      January 23, 2024

      Hi @Daniel Muirakitan ,

      There's a free version of media-info for macOS, I'm fairly certain. If not, it's a great utility to have and probably cheap. Up to you.

       

      We have a properties inspection feature in Premiere Pro and that is OK to serve a similar purpose. We just use MediaInfo here on the forums to troubleshoot media problems. It is also helpful to know which camera shot the footage, which codec was used, the codec, the wrapper, the frame rate, or whether it has a variable frame rate. These things are important to be aware of when troubleshooting unexpected behavior in a project. Maybe you didn't know that H.264 or HEVC footage, which is very common, are also some of the most highly compressed video formats on the planet and require a good deal of horsepower, especially if it is 4K, with variable frame rates. Even the latest Macs have limitations.

       

      You said that the media you are using has not caused you any issues in the past, right? That is helpful. If you don't mind, you can post a screenshot of a sample clip's properties by right-clicking it and choosing Properties.

       

      Perhaps the media is not your issue, and your project is corrupt. We can look at that now.

       

      So, what has changed since you began to have problems?

      • Did you update macOS in the middle of this project?
      • Did you update Premiere Pro versions while working in this project?
      • Did you migrate this specific project while the new hardware was updated?

       

      If so, these actions can corrupt an NLE project file, be it Avid, FCP, Resolve, Premiere Pro, Mac, or PC. Try testing the same media in a new project. Is it functioning?

       

      If so, create a new project and import the older project into the new one to update the project file with the new code. Try this updated project now and see if you get better performance. I've seen others have this problem lately. Try that, and report back.

       

      Finally, I would ask about your media and where it is stored. Is it an external HD? Is it a NAS or SAN? What are its specs, and how full is it? Tested the speed? Or are you storing it all on the MacHD? Knowing more about your media drive would help immensely.

       

      I hope the advice helps.

       

      Thanks,
      Kevin

      Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
        D
        Daniel MuirakitanAuthor
        Known Participant
        January 23, 2024

        Hello @Kevin-Monahan,

        Thank you for someone at Adobe caring about their customers' problems.

        The app you suggested is paid. Look, I already invest almost 1500/year to have a reliable and resilient editing software. I don't think it's pertinent to have to spend more just to answer a question. But if there is no other alternative and this information is responsible for enlightening us, then what media information would be useful to you and why?

        I ask this because I have always used the same type of media in my projects and they have always worked.

         

        Therefore, it does not seem to me that the variable in the equation that has been responsible for the uselessness of Premiere Pro in my operation has been the media.

         

        Anyway, could you inform me what data you would like to have access to? This way I will look for a non-paid alternative to provide you with this data.

        Kevin J. Monahan Jr.
        Community Manager
        Kevin J. Monahan Jr.Community Manager
        Community Manager
        January 22, 2024

        Hey there, @Daniel Muirakitan,

        Sorry for the frustration. I have a similar machine and am not experiencing those issues. What kind of media are you editing with? Which camera shot the footage? If you wouldn't mind, can you run a sample clip through the free app called Media Info in tree view and paste the screenshot here? Link: https://mediaarea.net/en/MediaInfo

         

        Sometimes problems can be related to the media you use or the workflow you are engaging in. I hope we can help you here.

         

        Thanks,
        Kevin

        Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
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