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Consistent Premiere Pro Crashing, Many fixes attempted. Unable to hit deadlines.

Community Beginner ,
Jul 22, 2024 Jul 22, 2024

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So I’m longtime user of the CC suite and this is the first time I’m experiencing anything like this. New computer build here, using Windows 11. First few months on this new build I had zero issues in Premiere and After effects. However, recently something has changed. Premiere is crashing anytime I have video enabled on my timeline, disable video and premiere won’t crash. When I scrub the timeline with video enabled, immediate crash, no “send crash log” window, just a hard crash.
 
Things I’ve tried:
1. New blank projects, very simply just my footage imported and layed out on a timeline, no Lumetri effects, no effects whatsoever. MP4 files.
2. Reinstalling creative cloud apps + removing old versions.
3. Hard reinstall of Windows, so wiping the old build entirely and all apps and files.
4. Clean Display Driver installs from Nvidia, rollback to old drivers as well.
5. Flashed Motherboard BIOS
6. Memtest86 (no faults)
7. New power supply
8. In premiere, disabling CUDA GPU Acceleration in project settings, still crashes using software only.
9. Enlarging windows paging file
10. Disabling or enabling integrated graphics on a bios level to ensure my computer is using ONLY my GPU, or if premiere would work with just my integrated graphics chip on the CPU (same issue both ways)
11. Rollback to Premiere 23.0, also tried Premiere Beta
 
What could possibly be going on? Could there be firewall issues? Seems like it’s driver related but can’t seem to isolate the issue? My first few months on this PC I had zero issues, for it to all of a sudden occur and be this consistent it’s mind boggling. AND I have a project deadline today.
 
Computer build:
i9-13900K
64gb RAM
RTX 3090ti (Studio Driver: 560.70)

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correct answers 2 Pinned Replies

Adobe Employee , Jul 22, 2024 Jul 22, 2024

Hi Kyle, 
That sounds super frustrating.  Can you give me a bit more info on what type of footage you're using?  
Is HW acceleration on or off in Premiere?  I would make sure your Nvidia drivers are up to date again as well.

If you're able to send me a project file and sample video file I can try and reproduce the issue on my end and see if we can resolve this issue.

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Adobe Employee , Jul 23, 2024 Jul 23, 2024

Updating status.  Please keep us posted.

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Community Beginner ,
Jul 22, 2024 Jul 22, 2024

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And I appreciate and understand the difficulty addressing "premiere crashing" posts on this community forum. Could be thousands of things but I think I've exhausted many of the tougher backend changes I could possibly make. I can definitely tell there's quicker engagement on posts that don't have crashing issues but I'd appreciate the same swift acknowledgment at the end of the day. Some of your users have used Premiere since its inception and are no stranger to finding their own solutions. When something like this happens, it's tough not to be able to hop on with tech support agents on a high level to find some sort of clue towards issues that boggle experienced users to this extent.

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Adobe Employee ,
Jul 22, 2024 Jul 22, 2024

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Hi Kyle, 
That sounds super frustrating.  Can you give me a bit more info on what type of footage you're using?  
Is HW acceleration on or off in Premiere?  I would make sure your Nvidia drivers are up to date again as well.

If you're able to send me a project file and sample video file I can try and reproduce the issue on my end and see if we can resolve this issue.

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LEGEND ,
Jul 22, 2024 Jul 22, 2024

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As a long-time user and participant here, I commend you on that thorough initial post. You've done a great job of troubleshooting so far yourself, and posting full details on hardware and your testing means the whole query starts a lot farther along.

 

Like Rach, I'm curious about the media next. Very specifically what is it, and created by what? 

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Community Beginner ,
Jul 22, 2024 Jul 22, 2024

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@Rach McIntire @R Neil Haugen Thank you both, so I actually just got off the phone with a support agent and after a ton of troubleshooting we're still pretty stumped and I'm expecting a call tomorrow. What I can tell you is the camera used is a Sony A7S3 recording X-AVC S at 10bit 4:2:2.

Months ago I had no issue editing this format, all of a sudden it's become an issue. Since X-AVC S is encapsulated in MP4 I believe there's an issue with corrupted codec support on my computer. Creative cloud includes HEVC codec support but something has to be happening on the backend to corrupt that file. We tried editing permissions for adobe application support, as well as the "AdobeInstalledCodecsTier2" folder. Permissions don't seem to be an issue, but something seems to be corrupting .mp4/hevc support on my computer or more specifically X-AVC S. Seems very obscure and I'm absolutely happy to send a file over to test with you all, where should I link that? I really don't even have to send my project file since it's happening with any new project I drag that footage into. Mind you, this project, and this footage is working completely fine with a Mac Studio M2. Just not on my windows device. Worth noting this problem also persists in media encoder and after effects so proxying these files into prores won't even work in the meantime since they crash when being read. All that said, I cannot imagine why with a clean windows install, many different GPU driver versions, and different Adobe versions, how anything like this could persist seems beyond me. One thing my support agent mentioned is that my Windows Install File could be the culprit but he can't be sure.

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Community Beginner ,
Jul 22, 2024 Jul 22, 2024

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Probably should've included this but these are the steps my support agent tried.

 

- Creative Cloud Cleaner tool twice. Once on my main windows user on this computer, then tried to make a separate admin user and install CC there to no avail.

- Disabled hardware accelaration within Premiere for both attempts to use premiere, still resulted in a crash.

- Repaired Microsoft Visual C++ Redist

- Noticed CCcleaner wasn't completely destroying Adobe folders in C:/Program Files or the AppData folder so we manually deleted all signs of adobe in tandem with CCcleaner and reinstalled the whole suite. Sure enough, crashes still persist. Even got one BSOD crash in the process. I have a Windows Minidump file from that crash but it's hieroglyphics to me. After tomorrows call if we can't find a fix I think I'll have to try another full windows reinstallation but without doing it from the Windows built in Reset option (the built in reset option allows me to do a clean reset of the computer and download a new version of windows from the cloud rather than from the local device. However, that's what I did for my last clean windows install and it didn't fix this issue). If all else fails I think formatting my internal SSD's within the BIOS and reinstalling windows from a USB would be the surefire way to ensure windows isnt the culprit.

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Adobe Employee ,
Jul 22, 2024 Jul 22, 2024

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Hi Kyle,
Thanks for all that info.  Glad you've got someone from support on the case.  I've DM'd you about getting a project and video file.  It doesn't sound likt your project, but it can't hurt to check it and look for any other possibilities. 

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LEGEND ,
Jul 22, 2024 Jul 22, 2024

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Well that's a right nasty situation, but I'm glad you're getting some assistance from their help system. Yowza, though.

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Community Beginner ,
Jul 23, 2024 Jul 23, 2024

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Update @R Neil Haugen @Rach McIntire recieved a call back today and after a ton of troubleshooting it seems we've come full circle back to using a work around to transcode my filetype into a more usable HEVC/mp4 format. Something about the way Sony is processing X-AVC S is crashing HEVC codec support on my system. Why that's happening when months ago I had no issues editing this format is beyond me and apparently Adobe support. Since it's happening with Nvidia disabled on my PC I suppose the issue then has to be a Microsoft Windows or Sony issue? Leaning towards Windows but this is a whole can of worms to open now and I'll have to update this thread after I get some work done using transcoded ProRes files! Lol. Thank you both again for your attentiveness here. It's a monstrosity of an issue for me but with such a widely used camera package used in tandem with a very widely used set of Windows PC components I can't be the only one experiencing something like this. Hope this thread can develop a bit more, if Windows or Sony can give any feedback I'll update when I can!

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LEGEND ,
Jul 23, 2024 Jul 23, 2024

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Sony XAVC has been an off and on issue for some users for ... perhaps ever. Sadly, as the cameras are pretty spiffy in all.

 

Thanks for the update, and will be following to see what transpires.

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Community Beginner ,
Jul 23, 2024 Jul 23, 2024

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@R Neil HaugenAgreed! and thank you!

I would like to add one more note here, seeing as this still could be a bug in the software. Specifically, and to reiterate, this is happening with X-AVC S files, they are read by premiere fine, they can be imported into the timeline, but it seems to be happening particularly when scrubbing through the footage. I saw a thread from 2021 on a similar issue where this codec was causing issues when using JKL shortcuts. What I'm experiencing seems like an offshoot of that issue. Scrbbing through this codec, X-AVC S 4:2:2 will either hard crash premiere or cause a BSOD on my system. Once again I'm using all up to date drivers, as well as rolled back versions for this system. Last reiteration I swear, this setup worked fine until sometime between April/June. No hardware changes made, just software updates for Nvidia Drivers, Windows Updates, Adobe CC updates. Thanks support team and engineers, hope maybe it can be recreated at some level!

i9-13900K, RTX 3090 TI, 64gb DDR5 6400mhz RAM.

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Adobe Employee ,
Jul 23, 2024 Jul 23, 2024

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Updating status.  Please keep us posted.

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New Here ,
Jul 28, 2024 Jul 28, 2024

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Hey there, I am having a nearly identical issue and I've really been at a loss over the last few months as to how to resolve it. However, I am now leaning toward the processor being the culprit, as Intel has finally publicly acknowledged degaradation occurring in 13th and 14th gen i9 processors. This would explain how the issue may have only started recently (processor was ok before but degraded over time) and why any number of troubleshooting steps (such as swapping RAM, SSD, and even motherboard, or clean installing Windows, all of which i tried) do not resolve the crashing. You can google the processor issue and read up on it, but long story short, you will need to reach out to Intel support and they will likely have you RMA your CPU. They are planning on releasing BIOS updates to partners to address the overvoltage apparently occurring, but CPUs that have experienced degradation are permanently damaged. 

I hope this helps you, I am waiting on a replacement CPU now and have my fingers crossed that I can finally finish editing some projects and get them out the door without non-stop crashing in Premiere Pro. 

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Community Beginner ,
Jul 29, 2024 Jul 29, 2024

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Correct @Christopher38865047to00  thank you for noting that here! Just heard of this yesterday. This seems to be the main issue here. I'll be contacting Intel regarding this going forward, best of luck to you! 

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Community Beginner ,
Aug 07, 2024 Aug 07, 2024

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Can confirm, this is a processor issue. If you have any 13/14th gen CPU's you likely would be affected by this issue. Stems from essentially the CPU asking for more power than necessary and causing instability from higher voltages. Until Intel's bios update this month i've taken the liberty to lower my CPU's power consumption in the BIOS. Obviously it's not reccomended to hop in there without experience but I've seemingly fixed all of my issues by lowering my voltages and load line wattages. On my MSI motherboard there's a quick setting for "CPU Lite Load" which i've switched from my default of 12 (your default might be slightly different) down to a lower value that provides a solid stability and performance balance. 

There are some great videos coming out on how to work around these issues in the meantime until a broader fix is available, but there are circumstances where your CPU has degraded beyond these "lower voltage" tricks. In which case it's up to Intel RMA support to get you a replacement and new BIOS settings to keep your replacement chip from having the same fate. 

 

Overall, yes the resounding sigh eminates from Intel literally screwing customers of the 13th/14th gen chips out of using any intensive programs unless they get their hands dirty on a bios level. 

 

 

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LEGEND ,
Aug 07, 2024 Aug 07, 2024

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Puget Systems has an interesting and data-backed page up about this. Especially comparing failure rates of all prevous gens of CPUs, noting that I think it was 11 was also a high failure rate chip by their data. Just never got the publicity this set is getting.

 

As they show the percentage of chip failures for each gen, it's handy reading. And it up above 10% for the 13/14 gen chips.

 

And you're right, cutting power to the CPU can help prevent the issue. Though they aren't sure there's any way to fix it with a chip gone loco, other than replacing it.

 

So your suggestion to others with those chips, to go into the BIOS and dial them down, is probably a very sound suggestion.

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New Here ,
Aug 17, 2024 Aug 17, 2024

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Hello! I've encountered the exact same problem as you, and I've now managed to fix everything completely.

I used these two methods:

1.Format the C drive and reinstall Windows on your computer or MAC (don't waste time trying to fix other issues)
2.Undervolt the CPU to -0.1
If you follow these steps, everything should return to normal and work just like before.

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