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VolfMedia
VolfMedia
Inspiring
July 1, 2017
Answered

Crash when trying to use external monitor

  • July 1, 2017
  • 2 replies
  • 10177 views

This is a brand new laptop that I am working from. The issue that I am having is that I am unable to use an external monitor for my workspace and the laptop screen as the playback monitor at the same time. This was something I did all the time on my older system that I just upgraded.

Every time I select Monitor 1 (my laptop screen) for playback the playhead no longer moves, nothing is displayed int he program monitor and Premier Itself seems to crash as It will no longer close I have to use Task Manager to manual shut it down.

**** I have updated my nvidia drivers to latest ones and still no change ****

1. software: Adobe Premier 2017.1.2

11.1.2 (22)

2. Latest update installed

3. Win 10 Home Ver 1607 Build: 14393.1358

4. Source footage: Combination of ProRess 422 HQ and LT

5. There are no error messages, just a complete freeze.

6. Problem started when I plugged in external monitor via HDMI and set my laptop screen as the "Playback" monitor

7. This is the first time this issue has happened on this system (its a brand new laptop 2 weeks old)

8. There are no other software running

9. There are no third party plugins/codecs this is a fresh system

10. PC SPECS

i7 - 7700HQ Quad Core @ 2.80Ghz

16GB DDR4

Nvidia 1070 GTX

11. Yes, using Mercury Playback

12. When DISABLING CUDA - i get audio playback but NO VIDEO

Please help.

    This topic has been closed for replies.
    Correct answer VolfMedia

    FOUND THE SOLUTION

    After looking around forever I have discovered that a software called SONIC SUITE for Asus ROG laptops (comes pre-installed) was causing the issue, I removed the software and now everything works!

    Thank you, everyone, for your help!

    2 replies

    VolfMedia
    VolfMediaAuthorCorrect answer
    Inspiring
    September 11, 2017

    FOUND THE SOLUTION

    After looking around forever I have discovered that a software called SONIC SUITE for Asus ROG laptops (comes pre-installed) was causing the issue, I removed the software and now everything works!

    Thank you, everyone, for your help!

      S
      Slate Terreno
      Participant
      March 20, 2018

      Oh my gosh, thank you so MUCH!!!

      I've been having the same issue across all Adobe products using my new ROG Zephyrus laptop-->Apple Cinema Display.

      For a minute there I was thinking it may just be a stubborn communication between Window and the Apple display, but nope! I uninstalled ASUS Sonic Suite and problem solved!! Thanks again!!

      FYI: To uninstall ASUS Sonic Suite you have to UNcheck the boxes first. Extremely counter intuitive. 

        R Neil Haugen
        R Neil Haugen
        Legend
        July 1, 2017

        What are your settings for running two monitors within Windows? Including what are the pixel dimensions of each monitor?

        Do you have only that Nvidia, or is there an onboard graphics system running? (Intel Iris or whatever ... )

        Neil

        Everyone's mileage always varies ...
        VolfMedia
        VolfMediaAuthor
        Inspiring
        July 1, 2017

        Hi Neil.

        Thank for the quick reply.

        The external monitor is running a 2550x1440 resolution and the lappy is running 1920x1080

        Looking at the Nvidia control panel, I don't see any other display adapters.

        VolfMedia
        VolfMediaAuthor
        Inspiring
        July 2, 2017

        Just as information, please post screen-grab png's directly into your reply, rather than posting a link to a png. You can drag/drop a png/jpg onto the reply box, or use the little sort-of flower icon in the middle of the control bar at the top of the reply box and navigate to the image file. The "Play" arrow is for adding a short video file into your reply.

        Well, that's one potential cause eliminated, and typically an easier one to fix at need. And fits with your comment that on disabling Mercury in PrPro you get no image ... yup.

        Are both the laptop and external running at their 'native' resolutions? What are your settings for Windows to use the monitors ... clone, extend ... ? Within Windows, which monitor is set as "1" and which as "2"? Have you dragged the UI to the second monitor before selecting the laptop monitor for playback?

        Neil


        Niel, thank you again for providing such quick response and thank you for letting me know about the image and video feature.

        Are both the laptop and external running at their 'native' resolutions?

        Yes, both are running on "native" - the laptop is a 17 Inch 1080p and Monitor is Benq 27Inch 2550x1440

        What are your settings for Windows to use the monitors ... clone, extend ... ?

        Current settings are to "Extend"

        Within Windows, which monitor is set as "1" and which as "2"?

        Monitor 1 is the laptop Monitor 2 is the monitor

        Have you dragged the UI to the second monitor before selecting the laptop monitor for playback?

        Yes. The UI is 100% on the second monitor (including the program monitor in the corner)

        Note: I have tried loading a separate project to see if its specific to that, with no change. I also tried a different HDMI cable, without any change.

        Val

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