Blank monitor and source monitors, still not resolved.

[Letty2019]

I hope an Adobe pro tech can reply to this similar problem many people are having.

One day PPro works fine, then the next the software source monitors go blank.  Sequence will play the audio, but nada on the screen. You know the story.

I have found no solution in the Adobe Forums that fixes this insane issue. (How many years has this software been updated and repaired and now the monitors are going out at random?)

I have already downloaded the current drivers, latest CUDA and reinstalled PPro, still no resolve.

PPro was working fine for a couple months, then monitors just dropped out. (again)

My specs:

AMD Ryzen 7 1800x 8 core

WIN 10 64Bit

32GB Ram fast everything and brain chip around 3.9

Nvidia GeForce GTX 1050 Ti  (4gb ram)

PPRo v13.0.2

Nvidia driver 26.21.14.3086

CUDA 10.1.168_425.25_win10   6-20-19

Yes, Cuda settings are enabled in PPro, as well as in AE.

The footage I'm editing, is OLD SCHOOL standard Digital Video, nothing complicated at all, 720x480.

Any more info you need, let me know, I am completely shut down with my work, so I have plenty of free time to aimlessly trouble shoot yet another annoying problem with PPro.

Please help me, I can't bare to contact customer service and spend 3 hours online with a tech that will trouble shoot this starting with "How many hard drives do you have" and "have you cleared your cache out?"

Please help!!

Thanks,

Letty

note:  I was running a higher version of PPRO, but when this same problem happened months ago, the Tech said to uninstall it and install a lower version.  I did, installed the 13.0.2 and the monitors came back.  But now.... the monitors are gone again.  I doubt the version has anything to do with this mess.

[Letty2019]

The "genius" tech's at Adobe state Win10 has nothing to do with the problem.

So after the first 90 min tech session failed, I got a call back finally from the "escalated" department.

JUST ANOTHER TECH THAT WANTS TO TROUBLE SHOOT THE PROBLEM.  "CLEAR THE CACHE AND RENAME THE MAIN FOLDER"

Spent another 45 mins on this tech and he was able to "import a project, into a new project."  That worked for about 3 mins.

After closing and reopening PPro, the problem returned.

It was nice to see the program work for 30 seconds.

There are no techs at Adobe tech support.  Only guys that read the manual and sit there and trouble shoot hour after hour BECAUSE THEY DON'T KNOW WHAT THE ARE DOING AND HAVE NO CLUE AS TO HOW TO FIX A SIMPLE PROBLEM LIKE "SEEING THE VIDEO CLIP IN THE MONITOR!!!!!!!!"

AM I ASKING TOO MUCH FROM PPRO TO ACTUALL SEE THE CLIP????

IS IT TOO MUCH TO ASK PPRO TO HIRE TECHS THAT SPEAK ENGLISH?????  I FEEL TERRIBLE HAVING TO ASK THE TECH EVERY 30 SECONDS, "CAN YOU REPEAT THAT PLEASE"  IT'S INSANE.  EVERY TECH TALKS LIKE THERE IS ONLY 5 MINS LEFT ON EARTH AND HAS TO SPEAK AT 100 MILES PER HOUR WITH A THICK INDIAN ACCENT.

AM I ASKING TOO MUCH TO GET A TECH THAT KNOWS HOW TO CORRECT PROBLEMS WITH PPRO?

ARE THERE ANY TECHS THAT HAVE EXPERIENCE WITH THIS PROBLEM??????

HOW MANY MORE SESSIONS AND HOW MANY MORE WEEKS WILL THIS TAKE TO FIX A PROBLEM LIKE THIS????

I HATE PPRO AND CURSE THE DAY I PURCHASED IT 10 YEARS AGO AND NOW CURSE MYSELF FOR TRYING TO USE IT AGAIN.

[Byron Cortez]

I think you have activated the Alpha monitor.

Try this: In Source panel, click on the button Settings / Composite Video. This will activate the normal display of your video.

[Letty2019]

oh, if only life were that easy.

I know you are not intentionally pouring salt on my wounds, so I'll just say thanks for the effort, but composite has always been checked.

I have my 3rd tech Adobe support session schedule for 5pm.  Maybe 3 times will be a charm?

This is turning into a sick waste of time and energy.

[MyerPj]

Letty, don't give up, but recognize that yours is a not very common problem. That's the hardest kind to find. It's not like hey, we know what to do here. This is something specific to your machine, really it's something on your end... so you should tackle it that way.

Here's my last suggestion. I'd go out and buy a small SSD (or if you must use an old drive you don't mind erasing) and take out my current / problem drive and put the new ssd in and put win10 on it and then the latest PP and see if that works. If not, then for sure it's your hardware, otherwise you'll know that it does work and now you need to figure out what's on your side that is causing it.

Yelling and denigrating someones English will not help. BTW: That person must speak 2 languages at least!

[Letty2019]

It infuriates me to no end that Adobe uses India as their call center for support.  Every single time I contact them, I can't understand a word they are saying.  That's not denigrating somebody for not speaking proper English, that's a comment against Adobe.

I'm not a Mellennial "snow flake" and I believe in complaining if something is wrong, and something is wrong, customer service.

When they release PPro in Japan, do they make Japanese people contact Brazil for customer service?

Penny pinching Adobe could care less hiring Indian people at $ .03 on the dollar to make more profit for the company.

And of course they never contacted me back today, I've been waiting 3 hours now for my 3pm call back appointment, so now I have until Monday.  2nd weekend gone by, no work done, no end to this problem.

And the problem isn't isolated to my machine.  I'm not running some broken down XP 2 core one drive computer.  I have more than decent hardware to run PPro.  Especially for simple standard DV footage.

It's a bug in the driver of the gpu or a compatibility issue after the drivers updated.  I've been using PPRO for  months now, without incident, prior to this melt down.  My system and windows is fine.  It's between the GPU and PPRO.

I've already sent numerous emails to Nvidia with NO REPLY AT ALL.  Typical.  They know they have bugs, and don't want to deal with it.  They just want to sell me a new gpu at $ 400 a pop.  

If I had the  money and the time I'd scrap this sh*t software and get FCP.   But I'm chained PPRo with month of editing in the bag and no way to resolve this until I can find the right tech over at Adobe that actually KNOWS what he's doing.

This whole thing is a complete waste of time. If only Adobe had REAL customer service with access to professional techs that KNEW the program inside and out, but again, I'm asking for too much. I bought this crap, now it sits in my computer while the monthly subscription bills are on their way.

[Ann Bens]

Any chance of swapping the videocard for another one for testing?

[brettb3149483]

I have just purchased to Dell laptops this week, and both are having an issue with the playback screen going black or freezing up during playback. One is an XPS15 2in1 that had the same 4gb 1050 TI card, but only had 8gb of RAM. I returned that for the normal XPS15 i7 with 32gb of RAM, 1tb SSD, and 4gb 1050 TI card, and same issues. Sometimes it works for a bit, and then all of a sudden the GPU maxes out, and that is what stalls the playback screen. Sometimes the audio continues, and sometimes the audio begins to cut out.

I know the XPS gets solid review as an editing machine, so based on this timeframe, it might be based on a recent update.

I just need to figure out quick so I know if I am keeping this machine.

[Letty2019]

Don't know what to tell you because after 2 weeks of dealing with "Adobe" they still have not resolved the issue.  In fact ,since last Friday, I still can not get a call back from a higher up tech.  Everyday it's the same thing, they say they will call me "tomorrow" and never do.  When I call them, it's always, "oh the tech isn't here now, but he will call you tomorrow."

I haven't had PPRO working for 2 weeks now and I'm at the end of my rope.

He said I'll get a call back between 2 and 3 tomorrow (4th of July), but I really don't expect one. Getting a call back from a tech in the escalation department is like winning the lottery on your first scratch.

Adobe releases updates and doesn't test anything, because in house testing costs money. So they release drivers and updates and let the public sort it all out.  After they get 1000's of calls on certain issues, then they address those issues.

In the mean time, we have to sit back and suck on it until somebody over there figures out what the hell is going on and how to fix it.

I have very decent equipment and when "all of a sudden" the monitors go out, it means the updated drivers in PPRO, Win10 or the GPU are not all playing ball with each other. I've had multiple contact from Nvidia and they are pointing the fingers at PPRO.  I also don't believe it's the GPU, but it could be a driver conflict with newer versions of PPRO.  Both companies say it couldn't be because of windows 10.

I'm dying to come back here and write down what the reason is and how to fix it, but until I WIN THE LOTTERY, I'm not sure when.

There is no reason for a problem like this to take 2 weeks to fix.  Adobe must be flooded with people calling in with bug problems, because we ALL work for Adobe now, finding the bugs and reporting them because Adobe is too cheap to do their own homework before releasing updates and drivers.  They use all of us at our own expense, while they continue making profits by outsourcing everything to India.

I really don't know what I'm going to do.  I'm just waiting by the phone like a moron day after day, week after week waiting to get a phone call from some tech that going to tell me to "clear my cache" and "install the latest gpu drivers."

[Letty2019]

For anybody keeping score....

I called back Adobe and got a tech (Ankit) on the phone who stated clearly:

"This monitor issue is a bug I have personally experienced.  There are no trouble shooting procedures to fix it.  The senior technicians are currently working on a new release, v.13.1.3 that will include a repair for the monitors blacking out."

He also stated the new version update will come out around July 13 or 15th.

I've waited 2 weeks for an answer, and although not happy waiting another 10 days or so, it looks like I have no choice.

If you are reading this and have monitor black out issues, I urge you to contact customer support and verify that the new release 13.1.3 is indeed coming out this month and will fix the monitor issue.

I don't think the tech was giving me misinformation, but it's good to get a confirmation on the news.

Please reply back here with any confirmations you receive.

To be continued.....

[Letty2019]

So the new update 13.1.3 is out, and I'm afraid to install it after reading all the bug reports that are pouring in.

I have no choice, because my monitors are blacked out so I'm going delete all my cache files, pek, peak, tic tac toe files, everything except my project files.

Then I'm going to delete all CC programs and use the premiere wipe tool to get every last piece of PPro.

Then I will do a clean install of v13.1.3

If my preview monitors and source monitors are still blacked out, you won't hear from me because I'm going to blow my brains out.

...if any Millennials are reading this, that's what we call a "joke" so don't send me any suicide hotline phone numbers.

[Letty2019]

After a beyond new clean install of PPro v. 13.1.3  , deleting every file first, removing all preference files, all caches, all renders, using the PPro cleaner tool... AND making sure I have the latest drivers for my 4GB Cuda  GTX 1050 Ti GPU card.....

THE MONITORS ARE STILL BLACKED OUT.  EXACT SAME PROBLEM EXISTS. NO PREVIEW, NO SOURCE MONITORS.

NOTHING HAS CHANGED.

THANKS FOR THE FALSE HOPE ADOBE AND THANKS FOR THE 3 WEEKS DOWN TIME.

NOW IT'S BACK TO INDIA I GO FOR MORE "TRIAL AND ERROR TROUBLESHOOTING SESSIONS"

THIS HAS TO BE THE WORST SOFTWARE EVER SHOVED DOWN THE THROATS OF FILMMAKERS.

ALL LIARS.  THAT'S ALL THEY DO.  "OH DON'T WORRY, THE NEW RELEASE WILL FIX YOUR ISSUES."

ALL LIES.

NOBODY GIVES A F*CKING RAT'S *SS ABOUT ANYTHING.

[Jeff Bellune]

At the risk of being chastised for "don't you think by now I've already thought of that?" 

Do you have any other software running, full programs, apps or background processes, that need the gpu beyond Windows basic display needs? Since this is a relatively new issue and Pr has worked okay before now with this same footage,the conflict would be with something on the system that's relatively new.

Also, and again you most likely have tried this but I didn't see it explicitly stated above, have you tried creating a brand new project and importing your footage, or any footage into that project and creating a sequence from it? Or just playing the footage in the Source Monitor directly from the Project panel?

[Letty2019 · Accepted solution]

After 3 weeks of, well, I think by you know what....

The senior tech was able to get the source and preview monitors working on only one main computer monitor. (I have dual setup)

After researching dual monitor issues, I stumbled on this amazing post here at Adobe:

Re: Issues with Dual Monitors and Premiere Pro CC 2017

Turns out a few years ago, the Asus ROG MB (I'm on a ROG bought about 2 years ago) came with 2 lame programs that conflict with PPro.  Those were Sonic Suite 2 and Sonic Radar.

I looked at my installed programs and found Sonic 3 and Sonic Radar.

I figure, newer versions might still have the same issues today?

I quickly blew them out of my computer and....   and...….

It worked!!!!!  Both my source and preview monitors are working now, and I'm back in business.

I'm speaking with a senior tech tomorrow at Adobe to let him know how the problem was solved.

I owe everything to "Spinning Onion" who made the post that changed my life.

And a big "F U" to Asus for shoving those lame programs down our throats without testing them first.  Seems they auto install when you install the drivers and stuff on a new MB installation.

So it turns out my problem was more isolated to the MB and those programs and not PPro drivers, settings, gpu's, etc...etc....

I hope this helped you if you have the same issue.

Best,

Letty

IT WORKED!!!!!!!!!!!!!!!!!!!!!   AHAHAHAHAHAHAHHAHAHHAHAH FREEEEEEEEDOM!!!!!!!!!!!!!!!!!!!!!!!!

I should add.... if you have that problem and don't have the Asus motherboard..

This will work on a single monitor, and might on dual:

1) uninstall all PPro programs

2) run the clean cloud tool

3) manually go thru  your program files and common files and delete any and all folders with "Adobe" in the name, including all cache folders, etc.

You can keep your project files.

4) reboot

5) install latest GPU drivers

6) install CUDA drivers (yes, some posts here say no, but Adobe tech said it's fine)

7) reboot

8) Install PPro.  Open it and go to "Window" then "workspaces" and uncheck "import work spaces from project files"  (Let PPro handle and save your master workspace)

9) close PPro and re open... then try opening your project file using one monitor only.

That should get you up and running.  If you can't enable your 2nd monitor, check your window settings first, then gpu settings then..... 

if all else fails....

contact customer support.

I admit, I got lucky finding out it was a conflict with Asus MB and the crappy programs it comes with. 

Hang in there, you'll get lucky too.  It's always one small tiny setting or file or driver that is screwing up your life.

Find it, then kill it, then move on to Glory!

[paule83264758]

YES!!!!

I Had the EXACT same issue and went through the same trouble. This fixed it! Removing those garbage programs was the answer!!!  this saved me!

[Griswald CC]

God bless you, and damn the f***ing sonic radar!! Whats wrong with these guys? Thank you very much it worked like charm, i've been so desperate, reinstalling drivers, reinstalling premiere... I was going to format the entire pc! And it was that easy? I can't believe it