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Black & freezing playback

Community Beginner ,
Jan 29, 2025 Jan 29, 2025

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Hello, please help.

The preview screen either appears dark, as shown in the first photo (completed project), or freezes everything within its area, as seen in the second photo (new project). However, it does display the video when switched to full-screen mode (third photo). It renders everything, audio, timeline, everything works—except for the Reference and Program Monitor windows.

Everything works fine about 1 out of 20–50 times when launching Premiere Pro. It seems like there’s no issue, but as soon as I restart Premiere or my laptop, the preview stops working again. I have no idea when or why it starts working again.

I’ve tried everything available online—changed the project settings to "Mercury Playback Engine Software" (which worked once immediately after a restart). I also switched it back to "Mercury Playback Engine GPU Acceleration (CUDA)," and it worked as well, so I don’t think that’s the problem.
I also Updated my NVIDIA drivers (tried both STUDIO and GAMING versions)—again, it worked temporarily but stopped after a restart.
Windows updates are all installed.

Honestly, I’m desperate at this point. The laptop is new, and I’ve never had issues like this before.

Laptop model: HP Victus Gaming 16 r0014ua
No cache or unnecessary files. Memory is not overloaded.

Laptop specs:

  • Processor: Intel Core i5-13500H
  • Graphics: Nvidia GeForce RTX 4050 + Intel Iris Xe Graphics
  • RAM: 32GB DDR5
  • Storage: 512GB SSD
 
TOPICS
Crash , Error or problem , Freeze or hang , How to

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correct answers 1 Pinned Reply

Adobe Employee , Jan 29, 2025 Jan 29, 2025

Thanks for the detailed post. Have you already tried resetting preferences and deleting cache files? Also, please make sure you're on the latest studio version of drivers

 

Let us know how it goes.
KR

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Community Beginner ,
Jan 29, 2025 Jan 29, 2025

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1.png2.png3.png

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Adobe Employee ,
Jan 29, 2025 Jan 29, 2025

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Thanks for the detailed post. Have you already tried resetting preferences and deleting cache files? Also, please make sure you're on the latest studio version of drivers

 

Let us know how it goes.
KR

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Community Beginner ,
Jan 29, 2025 Jan 29, 2025

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Yes, I tried but it doesn't help.

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Community Beginner ,
Jan 29, 2025 Jan 29, 2025

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Is there anything else that can fix the problem?

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