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computer is crashing and freezing on premiere pro when it is more than enough to handle it

New Here ,
Nov 04, 2022 Nov 04, 2022

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Hello,

 

I've been using Premiere Pro to edit my videos for quite a while now but recently it has started crashing a lot when I use it, even bluescreening me once with the error message VIDEO_MEMORY_MANAGEMENT_INTERNAL. It first freezes (my entire computer, including my mouse), before the screen turns black and sometimes it is able to come back to life, albeit with a lot of things like video players and especially premiere pro's GUI completely broken, although I am still somehow able to save when the app is just a blank screen, even when I am unable to see or do anything else. This crash forces me to restart a lot of my applications, or sometimes even my computer. Sound seems to only cut off after the screen actually dies, but works while it is frozen. It happens more often when I am in a discord call, but I'm not sure what that has to do with it.

 

Here is a link to where I have uploaded windows event viewer files from a bit after I crashed.

 

https://drive.google.com/drive/folders/1LobfFoR0els4nVEsrXKgWdhuEfvQev4Z?usp=share_link

 

My computer is 1-2 years old, and it is definitely capable of running premiere pro normally

 

Specs are:

32gb ram

2 x 1TB SSD's (I use only one of them for editing)

Ryzen 9 5900x CPU (12 cores) base speed 3.7GHz boost speed 4.8GHz

Graphics card is RTX 3070Ti

 

My problem with crashing only happens when I'm editing for some reason, and not with anything else, which leads me to believe that maybe it might have to do with the graphics driver disliking specifically premiere pro? I'm using the latest game ready driver from nvidia (ver 526.47)

 

Any help would be much appreciated!

TOPICS
Crash , Error or problem , Freeze or hang , Hardware or GPU

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Community Expert ,
Nov 04, 2022 Nov 04, 2022

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Switch to the Studio drivers, and do NOT use the game-ready drivers.

 

Neil

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New Here ,
Nov 05, 2022 Nov 05, 2022

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Switched to using Studio driver. This time when it crashed the entire computer shut off and rebooted itself without the blue screen. 

 

Uploaded windows event log for system into the google drive link above in case anyone can understand why the issue happens. File is named system2

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Adobe Employee ,
Nov 07, 2022 Nov 07, 2022

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Hi Nano,

Wow, this sounds super frustrating. Hey Neill, thanks for your help on the thread. I searched around for a solution and found an article. The BSOD problem sounds related to your installation of Windows. Have you tried these troubleshooting steps? I hope we can help!

 

Thanks,
Kevin

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New Here ,
Nov 15, 2022 Nov 15, 2022

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Hello, I've tried all of the steps relevant to me (some seem to be meant for windows 8 or older), but the other solutions either don't work (for example, "updating driver" through device manager not only switches the driver type from studio to game, but also installs an older version than the latest), or are not desirable (reinstalling windows), or are literally malware (after doing research on Reimage repair, I have come to the conclusion that it does not actually do anything)

 

Also, the BSOD has only happened once, and most of the time the computer just shuts off by itself after the display dies for a bit without warning, so I am not sure if these solutions are the right ones.


I don't know why this problem persists on this computer, premiere pro works fine on my laptop.

 

Please advise on what I should do next.

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New Here ,
Nov 15, 2022 Nov 15, 2022

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Also, I've noticed the issue happens most when I'm switching tabs to premiere pro from another window (using alt+tab keybind for windows)

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New Here ,
Nov 15, 2022 Nov 15, 2022

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Also maybe unrelated but on this computer it seems like my fonts only ever load in if I launch premiere pro directly from creative cloud, and launching it by opening a file makes it so all of my fonts are the default offline font, and I can create new text with any of my fonts but I am unable to change the font of text created in the save, and the option disappears, which is weird as clearly the font exists as new text can use it.

 

I've also tried reinstalling premiere pro. Maybe the save file has an issue?

 

Finally, every time I launch a file an error pops up twice saying Unable to read image file. GDI Status: "Invalid Parameter".

 

Maybe these problems are all separate from one another, but on the off chance that they are linked, I'm mentioning them all now in case a pattern can be found to find the cause of the main issue of my PC crashing.

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Adobe Employee ,
Nov 15, 2022 Nov 15, 2022

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Hi,

Sorry about this. One thing to check is your internal case temperature. You want to make sure you have adequate cooling for your GPU. The computer can shut down automatically and without warning, if you start overheating. You also want to avoid overclocking your CPU or anything that increases heat within the case. 

 

  • Another user suggests rolling back the version of Windows to avoid such issues.
  • A clean reinstallation of the GPU drivers can also help with this error. You can even try a slightly earlier driver.
  • This editor with similar issues has some ideas for you to try on this thread.

 

I hope the advice helps.

 

Thanks,
Kevin

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New Here ,
Nov 18, 2022 Nov 18, 2022

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Hey Kevin,

 

Since I am not on Windows 11, the version rollback doesn't apply to me as the windows error is specific to a package released in the newer version of windows. I don't overclock and temperatures a stably below 70 degrees and 50 degrees on CPU and GPU respectively. Drivers have already been reinstalled, and I hadn't updated them until I tried updating to fix the issue anyways, so I wouldn't think they were the problem.

 

Please advise what to do next

Thanks, 
Nano

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Adobe Employee ,
Nov 18, 2022 Nov 18, 2022

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LATEST

Hi Nano,

It's a weird case. Sorry about that. At this point, we need to escalate your case. Can you contact assisted support here? In the lower right is a chat pod. Tell them you would like to speak to the video queue. Once you're on the line with the video specialist, see if they can resolve the issue by allowing them to access your computer. If they cannot, or you do not get your case escalated by them, send me a PM, and I'll get you in touch with the next tier of one-on-one support. OK?

 

Thanks,
Kevin

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