Premiere Pro stops working when previewing

[StevenJaeger]

I have a brand new computer with Win 11 Pro - yes, updated. AMD graphic card and Intel graphics are all updated with latest driver.

I use:

Sapphire Radeon RX 6600 PULSE
Intel Core i9-12900K CPU Tray

ASUS PRIME Z790-P WIFI motherboard

I have no third party plugins or anything else added to the app. Just a clean install. I have not yet had the time to even do any specific set-ups in the app. I just installed and opened it.

I can drag into the timeline, and I can preview to start with, before the preview either goes black or just freezes. I can still save the file and click around in the UI, but cannot work anymore.

The Photoshop; adobe Premiere PRO, Lightroom are all downloaded in latest versions. They all have issues making them impossible to use after immediate freez or no longer can be operated for various reasons.

I have downloaded the Adobe creatice cloud diagnostic tool - a tool that diagnosting Adobe premiere issues, and the tool reported that an Intel graphic driver should be updated. I did, but the tool still complains about this driver. I have double checked that it is the correct version. 

Since all my Adobe programs, that worked perfectly on my previous computer with Win 10, have some sort of problem making them useless, the problem could have some kind of common issue?

So Adobe people; After many years as a customer with Adobe and things have been fine, I'm suddenly not able to work and it's pretty dramatic for me... A solution that actually works would be fine.

[Kevin-Monahan]

Hi @StevenJaeger,

I'm Kevin from support, a mod here. Welcome to the forum. Thanks for filing your bug report. The team may need more information from you, including about your media. See, How do I write a bug report?

I have one question: Do you have any Adobe Beta apps installed? If so, let us know.

One troubleshooting step you can try is a clean installation of the latest AMD studio driver.

I hope the team can help you shortly. Sorry for the frustration.

Thanks,
Kevin

[StevenJaeger]

Hi Kevin and thanks for dropping by 🙂

I have no Betas installed. I have tried a clean installation of the AMD Studio driver with no improvements of the problem.

Use the template below to provide us with information: 

• Issue - A short description of the problem. 
• Premiere Pro: I open a project and can add content the timeline, and I can start previewing content on the timeline. When I stop previewing, or just moving the marker to some other place on the time line, the preview windows freezes or goes black. I can still save any changes done and move the cursor around and click on menu items. When the problem occur and I exit the program, the windows start button on the taskbar is disabled, and I must use ctrl-alt-del to get access to the reboot functionality for the computer.
• Adobe Premiere Pro version number:  I use version 24.5, build 57.
• Operating system - Windows 11 PRO, 23H2, Windows Feature Experience Pack 1000.22700.1027.0
• System Info: CPU, GPU, RAM, HD:
• CPU: 12th. Gen Intel Core i9-12900K
• GPU: AMD Radeon RX 6600, Intel UHD Graphics 770
• GPU driver (PC) (AMD Radeon) Version: 32.0.11029.1008
• RAM:
• Kingston FURY Beast DDR5 5600MHz 32GB
•  Hard Drive (and, if external, how the drive is connected: USB 3, Thunderbolt, NAS, etc.).
• Kingston SKC3000D2048G – Kingston SNV2S1000G
  From the shop the hard drives is labeled as:
• Kingston NV2 NVMe SSD 1TB and
• Kingston KC3000 M.2 2280 NVMe SSD 2TB
• Video format: Provide information about the type of video you're using. For example, XAVC-I 4:2:2 10-bit. If you're unsure, let us know what settings you selected on the camera. Sharing a sample file is useful if you don't have access to the camera. 
• I use a GoPro Hero 11, MP4 format, framerate 29.97
• Workflow details: Tell us any specific info about the project or sequence. For example, is it a multicam sequence? A single GoPro Hero 11. I just add different clips to the library in Premiere PRO, drag them onto the time line, and when I start previewing it seems fine, however, if I move the marker to see another part of the clip or another clip on the same time line, problem occur.
• Steps to reproduce - (Very important!) In a numbered list, the exact steps are needed to reproduce the problem. 
• Open project (with clips on the time line)
• Start previewing a clip on the time line
• Either stop previewing, or just click on another part of the time line and start previewing again, the problem starts.
• Exit Premiere – the Win start button as well as the search functionality in the taskbar is diabled.
• If I start the Premiere again without rebboting the computer, I essentially start with the active problem - not able to see any clip at all, just a media missing screen in the preview area. I must restart my computer to reset.
• Expected result - What should have happened after the last step?
• Actual result -  What did happen after the previous step? 

It is important to mention that I have problems with Photoshop, latest (not Beta) and Lightroom, both versions (both the new and classic app – all in latest versions. I did have the same problem with Indesign as I installed all the Adobe programs when I got my computer. Same freeze problem when I started to use the program as I have with Photoshop (the second I use a tool, it freeze) I didn’t have the time to explore and search for problem fixes until now.

I haven’t installed Indesign this time so I can’t really tell if it still has this issue, but I suspect when I see problems to all the other apps unfolding.

The computer is pretty new, May 2024.

[Kevin-Monahan]

Hi @StevenJaeger,

Sorry for the frustration. I think you will need to contact our specialists to figure this one out. Go to: https://adobe.ly/3z1hO8y. The chat pod is on the lower right corner. Once an agent connects, ask for the "video queue" and request assistance from them. They are our specialists in troubleshooting problems with Premiere Pro and digital video formats. Let us know what they say.

I suspect it may have something to do with your AMD GPU, but let the crew work on your computer, then report back as to how they fixed it. I wish you luck!

Thanks,
Kevin