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Editing problems, the Premiere 2021 crashes

Explorer ,
Aug 17, 2021 Aug 17, 2021

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Hello everybody!

I have a HP Laptop with processor 11th Gen Intel(R) Core(TM) i7-1165G7 @ 2.80GHz 2.80 GHz
Installed RAM 32.0 GB and the System type 64-bit operating system, x64-based processor

 

Wich version of Premiere I have to download for the best performance?

Because I buy the Premiere 2021 but dosen t work well... i don t know why... but fails every 20 minutes... 

 

Regards!

Thanks very much!

TOPICS
Editing, Error or problem, Performance

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Adobe Employee ,
Aug 17, 2021 Aug 17, 2021

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Hi Sabrina Odo!

Sorry for the trouble. We can get this checked. Can you let us know more about what’s happening? Are there any specific error codes or messages?

 

Let us know, we’re here to help!

Thanks.

Kartika

 

 

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Explorer ,
Aug 17, 2021 Aug 17, 2021

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Hello Kartika, how are you? Thanks for answering so quickly! I'm editing and suddenly always at 20 or 30 minutes, the image locks and the sound continues, and I have to reset the laptop. It doesn't tell me a particular error, it locks up and I have to restart everything.

 

Should I change the premiere version according to my laptop?

 

Thank you very much!

Regards,

 

Sabrina

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Explorer ,
Aug 17, 2021 Aug 17, 2021

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Somo photos of what happend... 😞

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Adobe Employee ,
Aug 18, 2021 Aug 18, 2021

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Thanks for the screenshot. Can you try deleting cache files? Also, try resetting preferences: https://community.adobe.com/t5/premiere-pro/faq-how-to-reset-trash-preferences-in-premiere-pro/td-p/...

 

Let us know how it goes.

Kartika

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Explorer ,
Aug 18, 2021 Aug 18, 2021

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Hello Kartika, I already cleared the cache media. I'll see what happens ...

Thanks!

I will let you know how it goes in a while, I will start editing.

 

Thank you very much!

 

Sabrina

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Explorer ,
Aug 18, 2021 Aug 18, 2021

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Hello Kartica, no. Aren t  any specific error codes or messages, its just the program chrases, the picture freezes and the sound continues.

 

Thanks, i am editing now. I'll see what s happend without the media cache...

 

Sabrina.

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Adobe Employee ,
Aug 19, 2021 Aug 19, 2021

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Perfect! Let us know how it goes.

Kartika

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Explorer ,
Sep 07, 2021 Sep 07, 2021

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Hi Kartika, I still couldn't solve the problem, the premiere keeps locking after 30 minutes

of working and now, it won't let me restart the windows 10 system and I have to shut down the laptop forcibly.

 

Will it be my operating system? I have the windows 10.

Do I install Windows XP?

 

I ask because really, I don't know what to do.

 

The Laptop is 1 month new and works fine, but... up to 30 minutes of use
the Premiere that locks everything.

 

Thanks,
Greetings,
Sabrina

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Adobe Employee ,
Sep 07, 2021 Sep 07, 2021

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Hi Sabrina,

 

Versions of Premiere Pro that are available to download, may not run on Windows XP. I'd recommend keep using Windows 10. As you mentioned that it's a new laptop, I'd assume that the GPU driver are not update. Go to the manufacturers website and update the GPU drivers if they are not already. Also, is there a dedicated GPU installed on your laptop? If so, what's the make and model?

Let us know.

 

Thanks,

Nishu

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