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Every single Adobe Cloud Application Suddenly Freezing

Community Beginner ,
Oct 27, 2021 Oct 27, 2021

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Hello I've been using Adobe Cloud for years. I recently got a new laptop, from which all the programs had been working fine for months. However now when I went to use the programs again (the laptop is for business trips so I hadn't used it for about a month) suddenly every single Adobe program freezes after about 2 minutes (or instantly upon startup). These programs specifically are After Effects, Premiere Pro, and Media Encoder. I've tried everything I can think of, including completely wiping the entire computer and re installing the programs from scratch (and even did the upgrade to Windows 11 to no avail). I'm completely lost and any help is appreciated as I'm still on the business trip.


Processor 11th Gen Intel(R) Core(TM) i7-1165G7 @ 2.80GHz 1.69 GHz
Installed RAM 16.0 GB (15.7 GB usable)
System type 64-bit operating system, x64-based processor

 

Edition Windows 11 Home
Version 21H2
Installed on ‎10/‎26/‎2021
OS build 22000.282
Experience Windows Feature Experience Pack 1000.22000.282.0

TOPICS
Crash, Error or problem, Freeze or hang

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Adobe Employee ,
Oct 27, 2021 Oct 27, 2021

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Colin,

Sorry. Which GPU do you have? Have you updated your GPU drivers? 

 

Thanks,
Kevin

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Community Beginner ,
Oct 27, 2021 Oct 27, 2021

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It is Intel(R) Iris(R) Xe Graphics. When I hit update driver it says it is up to date. Version 27.20.100.9749

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Community Beginner ,
Oct 27, 2021 Oct 27, 2021

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Is there something about this integrated graphics card that is causing this issue?
I have seen other people posting that they have the same issue with this graphics card. 
I had mine freezing like this for over a month now. Tried every version of Premiere Pro, even the new 22.0 with the Windows 11 update and also with Windows 10. 
Live agent support could not find the underlying issue to solve this. 
Do we just have to wait until it magically fixes?

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Community Beginner ,
Oct 27, 2021 Oct 27, 2021

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Oh it's a common problem for the gpu? That's crazy,  considering this is brand new and not some old thing. I really hope there is a work around. I'm on a work trip and literally can't do my job, even though I'm paying so much for these programs

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Community Beginner ,
Oct 27, 2021 Oct 27, 2021

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That's the thing. I thought it was a bad Premiere version or windows update, but even after a fresh install of Windows 10 before the issue happened, the freezing happened after a few days again. 

Also this problem has been happening for other laptops of the same graphics card as well. It works perfectly fine on my personal desktop pc, and my macbook, but not on this laptop with the similar spec as yours. 

Here is one of the posts I read that which shows that it may be something about the graphics card. 
https://community.adobe.com/t5/premiere-pro-discussions/are-intel-iris-xe-graphics-compatible-with-p...

I just hope this problem can be solved, beacuse I would have to restart the program all over again after 1-4 minutes of editing and saving every 3 seconds I edit. 

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Community Beginner ,
Oct 27, 2021 Oct 27, 2021

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Media Encoder for example stops and freezes at the 2:04 mark each time

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New Here ,
Oct 27, 2021 Oct 27, 2021

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So I've had the same difficulties, my laptop spec is similar to yours. I got Adobe support to remote desktop me to diagnose why this was an issue. They said its down to RAM at first, but then proceeded to tell me that its actually the GPU and it will vary on each project how much it uses the GPU (which didn't make sense to me).

Long story short I think Adobe have come up with a series of updates that are causing problems for the likes of you and me.

option 1 - get an eGPU (very bulky and take away the essence of editing on the go)

option 2 - get a new machine (very expensive)

option 3 - go back to version 15.0 (I am currently downloading to give it a try. This must be where they upped the requirements.

 

Hope this helps

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Community Beginner ,
Oct 27, 2021 Oct 27, 2021

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Let me know how going back to previous versions works please! And are you able to revert versions with Adobe Cloud?

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New Here ,
Oct 29, 2021 Oct 29, 2021

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Hey Colint,

Unfortunately didnt work at all!

the last couple of days I've just been eyeing up the m1 macs as it looks like they handle the video editing I will need. Sorry I do not have a better option 😞

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Community Beginner ,
Oct 27, 2021 Oct 27, 2021

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As an update, still broken, however disabling the GPU seemed to fix the issue. It's not as smooth for editing etc and not ideal, however it's better than the programs freezing every 2-3 minutes and relaunching the program. Maybe Adobe will be able to scrape together some cash one day to fix this issue? Or reply to this thread? Because if it doesn't fix I'll have to find a new editing program which I do not want to do

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Community Beginner ,
Nov 02, 2021 Nov 02, 2021

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Disabling GPU? Do you mean change the render + playback to software only mode instead of OpenCL?
I have been able to edit with this mode, however it takes forever to export, and all the effects look different which defeats the purpose of my previous edits as I have to do it again. 

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