What is crashing PP - understanding dmp file

[Iddo1234]

Hi,

I recently had some issues with my PP and my PC with PP crashing and the PC BSODs. I was unable to resolve this so I had to format and install a new PP. While some of the previous install issues were resolved on the new Win 10 - PP still crashes (not all the time but several times a day usually during playback or preview render and I also had at least one BSOD when working on PP).

I suspect that this is either some software or plugin conflict or more likely hardware related but I don't know which part and since this is a new and very high-end PC I am not going to start buying and replacing every component so I need to figure out which component is behind this.

Here is the latest PP crash report - is there somebody who can go over it and give me some insights into what made PP crash? (I have a few others if this helps).

https://www.dropbox.com/scl/fi/waqmd9xrrfrnomu8y8d25/fa3941d1-23d9-48ab-b55d-a39097e14b1a.dmp?rlkey=...

The previous discussion (including info on my PC specs etc.):

https://community.adobe.com/t5/premiere-pro-discussions/premire-pro-crash-when-rendering-previews/m-...

[Bruce Bullis]

Crash reports get automatically resolved by our systems; we've received no crash reports from your email address. 

A cursory human inspection of the .dmp file you posted suggests some problem with the R3D media, or the metadata associated with that media.

Can you provide a project with media, and (important!) step-by-step instructions which reliably crash PPro? If so, we'd love to get them.

[Iddo1234]

Strange - I sent many many crash reports (as I had many many crashes) - maybe you should check your system.

isn't R3D media red camera footage? I work only with Sony cameras so I don't think I have R3D media of any sorts.

At any rate the project is over 200Gb so I have no idea how I can send it to you...

[Bruce Bullis]

>...maybe you should check your system.

Seems to be working fine. Are you reporting crashes, using the same 'lensvid' address you're using, here? 

The R3D metadata handler shows up in the .dmp file you posted. 

Hopefully, just one piece of the media that's causing the crash, would be sufficient to reliably reproduce the issue, with the steps you'd provide.

[Iddo1234]

How can I check under which e-mail it is sending the crash reports?

I have no explanation for why a RED file exists in my project - I don't use any RED media that I am aware of, only Sony.

Just to be clear - the crashes happen sporadically - for example, In the past 12 hours I didn't have any crashes but before that I had several - its not something I can reproduce on command. 

[Bruce Bullis]

>How can I check under which e-mail it is sending the crash reports?

Crash Reporter asks the user for an address.

The R3D reference may be a (forgive me) 'red herring'; more broadly, the .dmp you posted suggests that something about media metadata is going awry, with a pathological (recursive/hung) OS file access interaction. 

>... the crashes happen sporadically...

Ahh, our favorite! 🙂

If contributing factors become apparent ("Hey, these crashes often happen after I [do these specific things]!"), and/or you hit another batch of crashes (and submit reports), please reach out.

[Iddo1234]

I see (about the e-mail) - the next time it happens I will make sure I use the same e-mail as my user e-mail for this account (it's not my primary e-mail). 

Yeah - these issues are super annoying - again for the past 12 hours or so I had zero crashes - that is great as I can finally work - but I am pretty sure that the problem didn't just go away...

Thank you - the next time this happens I will write to you (I am assuming this will not be long) - thanks Bruce 🙂

[Iddo1234]

Well as expected it just crashed again (my computer also froze yesterday during work in PP but that was super strange - no BSOD and no clear way to determine what happened in Event Viewer later on).

However, just know it crashed during preview render and I indeed added my user (editor lensvid) so you should be able to see it I will be very interested to learn what caused this crash  (and possibly many others I have been having). 

I am still not sure what do you want me to e-mail - isn't the crash report enough?

[Iddo1234]

Strange I just posted a commnet and it didn't register so here it is again.

I continued my edit and I got a "PAGE FAULT IN NONPAGED AREA" with nvlddmkm.sys as I was rendering previews.
So this seems like GPU/Driver BSOD.
I use the latest studio drivers 555.85 on my 4070 - should I switch (with DDU) to regular game drivers? I also read people suggest that downclocking the GPU might help - what do you think?

[Iddo1234]

Any ideas Bruce?

[Bruce Bullis]

I'd agree that that crash sounds GPU-related; I have no informed opinion on which drivers to use.

https://helpx.adobe.com/premiere-pro/kb/gpu-and-gpu-driver-requirements-for-premiere-pro.html

>I am still not sure what do you want me to e-mail - isn't the crash report enough?

Sometimes yes, often no. 

A crash report is like a photo of a car crash; it provides some information, but is often useless in terms of being able to reliably reproduce the situation...which is necessary, if we're ever going to fix the problem.

I do see your latest crash; it's a font problem, encountered while rendering a motion graphics template.

[Iddo1234]

Can a missing font cause PP to crash? (sounds very strange to me). 

I installed many missing fonts although I am not sure if all of them (at least I don't get a missing font message when I open the project).

OK so let's try and move forward to solve this - so we assume it's a GPU-related thing - what should I do now?

[Bruce Bullis]

>Can a missing font cause PP to crash?

No, but malformed or improperly registered (with the OS) fonts can. 

> what should I do now?

Follow the guidance on that GPU help page I posted. 

https://helpx.adobe.com/premiere-pro/kb/gpu-and-gpu-driver-requirements-for-premiere-pro.html

[Iddo1234]

I am not sure what "malformed or improperly registered" means in this context or how I can find out if this problem exists on my PC or how I can fix it....

I looked at the page for the GPU - I do not see not any specific information that can help me solve the issues I am having (PP just got stuck again last night when rendering previews - I had to use the "kill" option in Powershell as I refused to be killed in the task manager. 

I need actual answers - do A B C to find out what is wrong and resolve it...

[Bruce Bullis]

Have you configured your GPU, as the guidelines page recommends? 

Broadly speaking, if you've had to forcibly kill any process during a given OS session, it's time to restart; you can no longer rely on that OS session.

Regarding fonts: There's no specific action indicated by the evidence, but text usage within your timelines (text layers, motion graphics templates) is good place to start looking.

If you disable/remove a given text item, do the crashes not occur? Perhaps disable all of them, and bring them back one by one?

[Iddo1234]

Configured in what way? are we looking at the same page? the link you shared just talks about what drivers to install no configuration is mentioned unless I am missing something... 

The strange thing about these crashes/BSODs and software freezes is that they are not consistent. After I got the freeze I opened PP again and was able to render the previews - so what does this tell me?

[Bruce Bullis]

Sorry, yes, I'm trying to confirm that your system is configured as described on that page. Sounds like yes.

>...so what does this tell me?

Not much, on its own, but it's more information that (along with results from the proposed 'shut off all text layers then bring them back one by one' test) helps narrow down the proximal cause.

[Iddo1234]

I have the latest studio drivers and as far as I can tell the latest intel GPU drivers for my Z790 board.
I also followed these instructions:

https://www.youtube.com/watch?v=K75sc6mKb08

Honestly, this is a video that Adobe should have posted and not some random guy on YT...

I feel that you are trying to find out if this is caused by some elements in a particular project and I am almost 100% sure it's not.

These crashes/BSOD and freezes have been happening to me for weeks with different projects (no shared files) that I started from scratch so the problem in my view is systemic and requires a deep dive into my system - either some testing of my hardware somehow (sadly I can't A/B test every hardware component it's too time-consuming and expensive so it needs to be done with some test software) or something to do with drivers...

[Iddo1234]

B.T.W I just discovered this new NVIDIA software:

https://www.nvidia.com/en-us/software/nvidia-app/

still in beta but maybe its somehow better than the old one so I am trying it (there was a new studio driver released a couple of days ago - I don't see any major bug fixes so I don't think its going to change much).