Adobe Crash/Very Slow

Report · May 21, 2019

I've been using Adobe Premiere and After Effects for a few years.

Since December 2018 I started working for a company. For the budget they gave me I orderd a Dell XPS 15 with the following specs:

Intel I7 8750
32GB RAM
Nvidia 1050 Ti - 4GB
1TB SSD
4K screen
Windows 10 Pro 64 bit

For the raw material I use a 4TB Lacie USB-C external hdd.

I experience a lot of crashes and suddenly slow performance. Like playing back full-HD or render a relative simple movie.

At home I have a 4 year desktop PC with the following specs:

Intel i5 4460
8GB RAM
NVidia GTX 960 4GB
500GB SSD
2 TB HDD

When I render exactly the same projects at my home computer it works fine. On both devices the raw material is located on an external hard drive. But when I render it's to the local disk.

The one big difference is that the Dell laptop is member of a domain. There are no files located on domain shares but I think it has some connection with the slow performance and crashes.

Can somebody tell me if they experienced less or more the same issues or does anyone have a solution for this?

Report · May 21, 2019

Can you confirm the versions of GPU drivers you are using? Both Intel and Nvidia?

More importantly, can you check how current your integrated Intel GPU driver is?

Adobe have qualified 100.6286 as the baseline Intel driver and older versions may cause stability and performance issues. 100.6286 refers to the last two places of the complete version (for example 24.20.100.6286).

Please reach out to support directly if you would like some direct assistance.

Wes

Report · May 21, 2019

Hi Wes,

I'm using the referd Intel driver and Nvidia Creator Ready Driver version 419.67.

Report · May 22, 2019

the problem is a workspace bug, reset your workspace and it works fine

Report · May 22, 2019

Allready did that. Just like deleting the cache..

Report · May 22, 2019

it is windows update problem, my other apps are also slow, not only adobe

Report · May 22, 2019

Can you elaborate on exactly what problems you are seeing? More details on the performance issue including what may have changed before this occurred would be very useful.

Did you also recently update Windows?

Are you using a Dual GPU laptop?

Wes

Report · May 22, 2019

workspace tabs not loading fully(fixed after reset workspace

importing files and exporting media super slow

yes automatic windows update

yes dual gpu but both gpu active while using premiere

Report · May 22, 2019

The exact problems that I expierenced were slow performance, not playing back the video. Very slow import new video files. Rendering was kind of imposibble in Premiere en Media Encoder.

I did not recently update my Windows.

I am using a dual GPU laptop. The preferd GPU in the Nvidia control panel is set to the GTX1050 for all Adobe programs ( Premiere/AfterEffects/Media Encoder).

Report · May 22, 2019

Can you confirm what you mean by referred Intel driver?

I have seen many similar issues caused by an older Intel driver - just trying to rule this out. Are both of you able to confirm exact driver versions?

Have either of you had a chance to contact support for some troubleshooting assistance?

Wes

Report · May 22, 2019

impossible to update driver, manufacturer restrictions

2 days ago all was good

Report · May 29, 2019

You said that a few post ago:

"Adobe have qualified 100.6286 as the baseline Intel driver and older versions may cause stability and performance issues. 100.6286 refers to the last two places of the complete version (for example 24.20.100.6286). "

So that's the Driver i'm using for the Intel.

Last few days it works good, but like today is dramatic again.

Report · May 29, 2019

This is the Error from the event viewer:
1:

Faulting application name: Adobe Premiere Pro.exe, version: 13.1.2.9, time stamp: 0x5cbf047c

Faulting module name: ntdll.dll, version: 10.0.17763.348, time stamp: 0xca65c822

Exception code: 0xc0000005

Fault offset: 0x000000000000d030

Faulting process id: 0x6b88

Faulting application start time: 0x01d51609ee1a6e9d

Faulting application path: C:\Program Files\Adobe\Adobe Premiere Pro CC 2019\Adobe Premiere Pro.exe

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

Report Id: e2df3b86-7e61-4cde-aca9-00fb960a2b47

Faulting package full name:

Faulting package-relative application ID:

2:

The program Adobe Premiere Pro.exe version 13.1.2.9 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.

Process ID: 606c

Start Time: 01d5160a4115b126

Termination Time: 14

Application Path: C:\Program Files\Adobe\Adobe Premiere Pro CC 2019\Adobe Premiere Pro.exe

Report Id: 1345e7e7-319f-4471-8589-697439f25893

Faulting package full name:

Faulting package-relative application ID:

Hang type: Unknown

Report · May 29, 2019

Sometimes third party software can reinstall the old Intel drivers. Can you confirm that the Intel driver version wasn't reverted?

When it crashes, are you willing to copy and paste the contents of the crash report and send it to me? There is useful info in there.

There is a hot text link that will give you access to more details and you can copy, paste and send it to me in a PM or directly in this thread.

Wes

Report · Jun 05, 2019

I checkd the drivers and they weren't reverted.

Here is one crash report:

Process: Adobe Premiere Pro.exe [2484]

Path: C:\Program Files\Adobe\Adobe Premiere Pro CC 2019\Adobe Premiere Pro.exe

Product Version: 13.1.2.9

File Version: 13.1.2.9

Code Type: x64

Parent Process: explorer.exe [8420]

Date/Time: 2019-06-03 16:29:29 W. Europe Daylight Time

OS Version: 10.0.17763.437

Report ID: e6fbd5f4-8cf0-438d-8913-07f58230b363

Time Awake Since Boot: 6937 seconds

Crashed thread: 191 [3268] THREAD_PRIORITY_NORMAL

Exception Code: 0xc0000374

Exception Parameters: 0x7ffbdb3227f0

Exception Message: 3221226356 A heap has been corrupted.

Application Specific Information:

C:\WINDOWS\SYSTEM32\ntdll.dll

Thread 0: [22720] THREAD_PRIORITY_NORMAL

0 ntdll 0x00007ffbdb262fa4 ? NtWaitForAlertByThreadId + 20

1 ntdll 0x00007ffbdb20e20b ? EtwNotificationRegister + 1451

2 ntdll 0x00007ffbdb20e0fe ? EtwNotificationRegister + 1182

3 ntdll 0x00007ffbdb20df75 ? EtwNotificationRegister + 789

4 ntdll 0x00007ffbdb1c9bbc ? RtlEnterCriticalSection + 300

5 ntdll 0x00007ffbdb1c9ad0 ? RtlEnterCriticalSection + 64

6 ntdll 0x00007ffbdb1d0bae ? RtlAllocateHeap + 15262

7 ntdll 0x00007ffbdb1cda21 ? RtlAllocateHeap + 2577

8 ucrtbase 0x00007ffbd82dca26 ? malloc_base + 54

9 Frontend 0x0000000000b511bb ? FE::Run + 530987

10 Frontend 0x0000000000af0d4d ? FE::Run + 136637

11 Frontend 0x0000000000ae26af ? FE::Run + 77599

12 dvaui 0x000000000c18ec69 dvaui::drawbot::SVGImage::LoadSVGDocument + 297

13 dvaui 0x000000000c18a470 dvaui::drawbot::SVGImage::SVGImage + 352

14 dvaui 0x000000000c3c834b dvaui::utility::SVGDocumentCacheKey::SVGDocumentCacheKey + 635

15 dvaui 0x000000000c3cfebe ? dvaui::utility::DrawbotImageResourceCache::LoadImageResourceIntoImageMap + 606

16 dvaui 0x000000000c3cb7b4 dvaui::utility::DrawbotImageResourceCache::GetImage + 1892

17 dvaui 0x000000000c3ccdb3 dvaui::utility::DrawbotImageResourceCache::GetImage + 179

18 dvaui 0x000000000c3d6957 ? dvaui::utility::ImageProvider::GetImageResource + 167

19 dvaui 0x000000000c3d73dc ? dvaui::utility::ImageProvider::GetThemeImageForIconType + 1340

20 dvaui 0x000000000c3d6a11 ? dvaui::utility::ImageProvider::GetLightThemeImage + 49

21 UIFramework 0x0000000003c0056c ? UIF::Bitmap::GetBitmapFromBaseName + 1676

22 UIFramework 0x0000000003c00c67 ? UIF::Bitmap::GetBitmapUsingImageProvider + 343

23 UIFramework 0x0000000003bffaa4 ? UIF::Bitmap::GetBitmap + 212

24 Frontend 0x0000000000ab3319 ? Unknown - (Symbols generated from a DLL export table) [ Error:487 Attempt to access invalid address. ]

25 Frontend 0x0000000000ab326f ? Unknown - (Symbols generated from a DLL export table) [ Error:487 Attempt to access invalid address. ]

26 Frontend 0x0000000000aaf7a1 ? Unknown - (Symbols generated from a DLL export table) [ Error:487 Attempt to access invalid address. ]

27 dvacore 0x000000000120aae6 ? dvacore::messaging::Broadcaster::BroadcastMessage + 1654

28 Frontend 0x0000000000a08996 ? Unknown - (Symbols generated from a DLL export table) [ Error:487 Attempt to access invalid address. ]

29 dvacore 0x000000000120a852 ? dvacore::messaging::Broadcaster::BroadcastMessage + 994

30 dvacore 0x000000000120fc35 ? dvacore::messaging::BroadcastMessage + 53

31 dvacore 0x0000000001255760 ? dvacore::threads::AdaptCurrentEventLoopAsExecutor + 1712

32 dvacore 0x0000000001148cb0 ? dvacore::config::GetVersionString + 848

33 Frontend 0x0000000000a08996 ? Unknown - (Symbols generated from a DLL export table) [ Error:487 Attempt to access invalid address. ]

34 dvacore 0x0000000001148da9 ? dvacore::config::GetVersionString + 1097

35 dvacore 0x000000000114b407 ? dvacore::config::ExecuteTopLevelFunction<void> + 167

36 dvacore 0x00000000012558e2 ? dvacore::threads::AdaptCurrentEventLoopAsExecutor + 2098

37 dvacore 0x00000000012560be ? dvacore::threads::AdaptCurrentEventLoopAsExecutor + 4110

38 USER32 0x00007ffbd89dca66 ? DispatchMessageW + 1702

39 USER32 0x00007ffbd89dc78c ? DispatchMessageW + 972

40 USER32 0x00007ffbd89efa83 ? GetSystemMetrics + 307

41 ntdll 0x00007ffbdb2633c4 ? KiUserCallbackDispatcher + 36

42 win32u 0x00007ffbd83d1164 ? NtUserGetMessage + 20

43 USER32 0x00007ffbd89f2fbd ? GetMessageW + 45

44 Frontend 0x0000000000acddaa ? Unknown - (Symbols generated from a DLL export table) [ Error:487 Attempt to access invalid address. ]

45 Frontend 0x0000000000acc208 ? Unknown - (Symbols generated from a DLL export table) [ Error:487 Attempt to access invalid address. ]

46 Frontend 0x0000000000acd6bb ? Unknown - (Symbols generated from a DLL export table) [ Error:487 Attempt to access invalid address. ]

47 Frontend 0x00000000009facfc ? Unknown - (Symbols generated from a DLL export table) [ Error:487 Attempt to access invalid address. ]

48 Frontend 0x0000000000acaaad ? Unknown - (Symbols generated from a DLL export table) [ Error:487 Attempt to access invalid address. ]

49 Frontend 0x0000000000acf6f8 ? Unknown - (Symbols generated from a DLL export table) [ Error:487 Attempt to access invalid address. ]

50 Frontend 0x0000000000acf9cb ? FE::Run + 571

51 Adobe Premiere Pro 0x0000000140010362 ? Unknown - (No symbols are loaded) [ Error:487 Attempt to access invalid address. ]

52 Adobe Premiere Pro 0x0000000140011cca ? Unknown - (No symbols are loaded) [ Error:487 Attempt to access invalid address. ]

53 KERNEL32 0x00007ffbd93c7974 ? BaseThreadInitThunk + 20

54 ntdll 0x00007ffbdb22a271 ? RtlUserThreadStart + 33

Thread 1: [4896] THREAD_PRIORITY_NORMAL

0 ntdll 0x00007ffbdb25f7b4 ? ZwRemoveIoCompletion + 20

1 KERNELBASE 0x00007ffbd7fcb643 ? GetQueuedCompletionStatus + 83

2 ASLFoundation 0x000000000163e9f4 ? ASL::AsyncFileReader::Close + 228

3 ucrtbase 0x00007ffbd82f1ffa ? o_exp + 90

4 KERNEL32 0x00007ffbd93c7974 ? BaseThreadInitThunk + 20

5 ntdll 0x00007ffbdb22a271 ? RtlUserThreadStart + 33

Thread 2: [19560] THREAD_PRIORITY_NORMAL

0 ntdll 0x00007ffbdb25f7b4 ? ZwRemoveIoCompletion + 20

1 KERNELBASE 0x00007ffbd7fcb643 ? GetQueuedCompletionStatus + 83

2 dvacore 0x00000000012691d4 ? dvacore::threads::CreateAsyncThreadedExecutor + 4660

3 dvacore 0x00000000012654f8 ? dvacore::threads::GetCurrentThreadID + 184

4 dvacore 0x0000000001265724 ? dvacore::threads::GetCurrentThreadID + 740

5 boost_threads 0x000000000e11c1f3 ? boost::thread::swap + 83

6 ucrtbase 0x00007ffbd82f1ffa ? o_exp + 90

7 KERNEL32 0x00007ffbd93c7974 ? BaseThreadInitThunk + 20

8 ntdll 0x00007ffbdb22a271 ? RtlUserThreadStart + 33

Thread 3: [9424] THREAD_PRIORITY_NORMAL

0 ntdll 0x00007ffbdb262fa4 ? NtWaitForAlertByThreadId + 20

1 ntdll 0x00007ffbdb20fa89 ? RtlSleepConditionVariableSRW + 265

2 KERNELBASE 0x00007ffbd7fceead ? SleepConditionVariableSRW + 45

3 MSVCP140 0x00007ffbb9d186a4 ? std::_Syserror_map + 452

4 MSVCP140 0x00007ffbb9d18880 ? Cnd_destroy + 176

5 Registration 0x000000000b394c03 ? Registration::ValidateProductLicense + 410291

6 Registration 0x000000000b376812 ? Registration::ValidateProductLicense + 286402

7 Registration 0x000000000b397c48 ? Registration::ValidateProductLicense + 422648

8 Registration 0x000000000b39aca3 ? Registration::ValidateProductLicense + 435027

9 Registration 0x000000000b39ee8c ? Registration::ValidateProductLicense + 451900

10 Registration 0x000000000b39d37d ? Registration::ValidateProductLicense + 444973

11 Registration 0x000000000b397cee ? Registration::ValidateProductLicense + 422814

12 ntdll 0x00007ffbdb224db0 ? RtlInitializeCriticalSection + 496

13 ntdll 0x00007ffbdb2105c4 ? RtlReleaseSRWLockExclusive + 1684

14 KERNEL32 0x00007ffbd93c7974 ? BaseThreadInitThunk + 20

15 ntdll 0x00007ffbdb22a271 ? RtlUserThreadStart + 33

Thread 4: [10000] THREAD_PRIORITY_NORMAL

0 ntdll 0x00007ffbdb263004 ? NtWaitForWorkViaWorkerFactory + 20

1 ntdll 0x00007ffbdb2101f4 ? RtlReleaseSRWLockExclusive + 708

2 KERNEL32 0x00007ffbd93c7974 ? BaseThreadInitThunk + 20

3 ntdll 0x00007ffbdb22a271 ? RtlUserThreadStart + 33

Thread 5: [10648] THREAD_PRIORITY_NORMAL

0 win32u 0x00007ffbd83d9904 ? NtUserMsgWaitForMultipleObjectsEx + 20

1 USER32 0x00007ffbd89ef5cd ? MsgWaitForMultipleObjectsEx + 157

2 gdiplus 0x00007ffbbc599113 ? GdipDisposeImage + 2083

3 gdiplus 0x00007ffbbc59908f ? GdipDisposeImage + 1951

4 KERNEL32 0x00007ffbd93c7974 ? BaseThreadInitThunk + 20

5 ntdll 0x00007ffbdb22a271 ? RtlUserThreadStart + 33

Thread 6: [13740] THREAD_PRIORITY_NORMAL

0 ntdll 0x00007ffbdb262fa4 ? NtWaitForAlertByThreadId + 20

1 ntdll 0x00007ffbdb20fa89 ? RtlSleepConditionVariableSRW + 265

2 KERNELBASE 0x00007ffbd7fceead ? SleepConditionVariableSRW + 45

3 MSVCP140 0x00007ffbb9d186a4 ? std::_Syserror_map + 452

4 MSVCP140 0x00007ffbb9d18880 ? Cnd_destroy + 176

5 Registration 0x000000000b394ee7 ? Registration::ValidateProductLicense + 411031