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Known Participant
June 2, 2024

What is crashing PP - understanding dmp file

  • June 2, 2024
  • 18 replies
  • 1771 views

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=xy1cou9b7lcnpdygrdmjfo3jz&dl=0

 

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-p/14639744/page/2#M505741

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18 replies

Iddo1234Author
Known Participant
June 8, 2024

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).

Iddo1234Author
Known Participant
June 8, 2024

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...

Bruce Bullis
Community Manager
Community Manager
June 8, 2024

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.

Iddo1234Author
Known Participant
June 8, 2024

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
Community Manager
Community Manager
June 8, 2024

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?

Iddo1234Author
Known Participant
June 8, 2024

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
Community Manager
Community Manager
June 8, 2024

>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

Iddo1234Author
Known Participant
June 8, 2024

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
Community Manager
Community Manager
June 7, 2024

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.

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


Iddo1234Author
Known Participant
June 7, 2024

Any ideas Bruce?