crash after 4K mp4 files are imported (macOS)

[frankpajonk]

Wes, this seems to be an AfterEffects/Premiere problem. Both crash after 4K mp4 files are imported.

Mac OS X High Sierra and Sierra with different NVIDIA and CUDA drivers. Doesn't make a difference.

Of course, several spinning and SSD drives, memory card. File location doesn't matter.

The files are fine. They play in Quicktime and import and play in Lightroom

[Wes Howell]

This sounds different than the other issue mentioned where there is a crash on simply opening the file import.

That issue appears to be Windows specific and we are actively working with Microsoft on that.

On the 4k .mp4 issue, that could be a format specific issue.   Format and codec support can vary by application.

Can you share a small sample file with me?   That would definitely help us work towards figuring out the problem.

Feel free to PM me if you would like.

Wes

[frankpajonk · Accepted solution]

Uninstalled and installed vs 13.0. This solved the issue.

[Roman Bart]

Premiere seems to crash with certain media files that it cant correctly encode or are poorly encoded to begin with. I am certain it has to do with codecs. The freeze/unresponsive issue happens at attempting to import certain media files that premiere cant read/encode correctly, even tho these files play fine in other programs. For example, I copied .MOV file shot on iPhone 7 into my project folder, that only has .mp4 clips shot on Galaxy S6, started premiere pro, and when I went to import media thats when Premiere froze. The second I removed the .MOV file from the project folder I was able to open the import media browser and Premiere did not freeze. This also happens on some .wav files. So I am certain this is happening due to codec conflict between premiere pro and media files depending how they were encoded and which codec was used. On my 2nd test somehow the .MOV clip imported fine, but once I placed it on timeline and hit space bar it looked like the clip was repeating itself like going back few seconds and playing again. So I used media encoder and converted the .mov clip to .mp4 and that fixed the freezing/crash problem and fixed video repeating/stuttering. The work around is to encode your original footage to a different quality setting or format.

[Wes Howell]

Thank you for the info.  I agree.  Some issues seem to be related to specific files / codecs.  There are a ton of different formats created by many different sources.

Also, to clarify, this thread references more than one issue.   Adobe is investigating.  If you have more details, crash reports etc please add to the thread or send me a PM if you like.

If anyone has a problematic format or folder they'd like to share (Dropbox, etc) I'd be happy to help investigate this as well.

[Roman Bart]

The crash is narrowed down to the Import function and windows 10 file system because after a crash I log out from windows 10 and then Import works fine for few imports and then eventually randomly import will crash Premiere. So I have to log out of windows 10 again and Import works normal for a while until something goes again wrong. Just to be safe I always make sure to save before I Import new media.

[juanmario]

https://forums.adobe.com/people/Roman+Bart  escribió

So I have to log out of windows 10 again and Import works normal for a while until something goes again wrong.

According to what he says, it seems to be a problem related to windows and not the program.

It is possible that some function of the program related to the import cause the windows security center to block the process, to get rid of the doubt start Premiere as administrator:

right-click on the executable or shortcut, and choose "Run as administrator" to see if the problem persists.

You can also change the location of the files and also the project.