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File > Import

Participant ,
Feb 28, 2024 Feb 28, 2024

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For the longest time Premiere freezes when I use file>import from my mouse or from the menu. It just froze on me three times in a row forcing me to reboot each time. If I give it a little time, and go very slowly, I can make it work but it won't be long until it happens again. I'm so fed up I finally decided to report it. It's been going on for so long - I can't believe it hasn't been fixed!

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LEGEND ,
Feb 28, 2024 Feb 28, 2024

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That's just bizarre ... never had that happen, and it would be maddening.

 

Does it stop just at File/Import, or do you actually get to where you are hunting for the drive/file? The more information you provide, the easier it would be to puzzle out.

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Participant ,
Feb 28, 2024 Feb 28, 2024

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It stops at File>Import. No opportunity to look for a file. I don't know what other information to provide...I've tried both the mouse and the menus,  but both freeze. If I go really slow, it will eventually work. 

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LEGEND ,
Feb 28, 2024 Feb 28, 2024

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Wow. @mattchristensen  I got no ideas ... you got any?

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Adobe Employee ,
Feb 28, 2024 Feb 28, 2024

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File > Import asks the operating system to show a file picker and then return to us the files you chose. We (Premiere Pro) don't control or see what goes on in the file picker. I've seen cases like this before, and it's usually something failing in the file picker from the operating system, which is of course why other people aren't seeing the same thing.

 

You didn't mention what OS you're using, but, some things to try:

  1. Install any OS updates or patches
  2. Disconnect any network shares or physical hard drives and see if the file picker appears normally

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LEGEND ,
Feb 28, 2024 Feb 28, 2024

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Thanks for popping in, Matt.

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Participant ,
Feb 28, 2024 Feb 28, 2024

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Is there a mouse that is recommended to work with Premiere? I'm also experiencing lots of glitchy behavior with my mouse when using Premiere.

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Participant ,
Feb 28, 2024 Feb 28, 2024

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My project file is on a physical hard drive along with all the other files for my project. 

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Participant ,
Mar 01, 2024 Mar 01, 2024

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You ask what I was doing when File>Import freezes.... it just froze 5 times within the last 45 minutes!!! I was moving clips on the Timeline to make room for a file. I was doing this same thing every time it froze. I moved the clips and selected File>Import and Premiere froze. Very simple, basic task.

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Adobe Employee ,
Mar 01, 2024 Mar 01, 2024

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@lesliek1 Have you tried unmounting all network shares and disconnecting any USB drives to see if File > Import appears for you then?

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Participant ,
Mar 01, 2024 Mar 01, 2024

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I can't disconnect my USB drives as all my data is on an external drive. I have worked like that for years. I've been working with PRemiere for many years and never had this issue until V24 and I have it all the time now.  I resent that you want me to take time to test your premise. 

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Adobe Employee ,
Mar 01, 2024 Mar 01, 2024

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@lesliek1 I have tested this on three of my Windows systems and have no issues opening the file picker via File > Import. I am not aware of any other active reports of this issue. Therefore it is likely something specific with your system. I've explained above that the Windows operating system handles the file picker interface and so if you invoke it and it never appears, it's likely something is going on with your system and Windows Explorer.

 

Of course you are under no obligation to test this any further, but then I'm not sure what else I can do to help you.

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LEGEND ,
Mar 01, 2024 Mar 01, 2024

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As another user ... some perspective.

 

When the devs cannot replicate, and in this case, other user's can't either, then it is highly likely from simple logic processing that the issue is totally specific to your machine.

 

So you wouldn't be testing for Matt's sake, but for your own, to figure out what is going wrong.

 

Been there done that, hate it, but ... that's Life.

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Participant ,
Mar 01, 2024 Mar 01, 2024

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I haven't had this issue with any of the other Adobe software I use. I can file>import into AE, place and import into Illustrator, and InDesign. No problems with any of the other Windows software I use. It may in fact be an issue with Windows or my computer when using Premiere. I just don't have the desire or inclination to continue fussing with it. I free lance for fun - not because I have to. I use Premiere because I enjoy the creativity. But now with this level of frustrtion, I think I will pick something else to do for fun. I know Adobe could care less about me or losing me as a customer, but as I read you wrote to another frustrated user, I will sleep better.

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LEGEND ,
Mar 01, 2024 Mar 01, 2024

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Hey, all us other users here understand the frustration. But when something is off on our machine, and ain't on anyone else's, well ... yea, it's up to that user to puzzle it out.

 

Have you dumped all cache files ... easy, on startup ... hold down any modifier key. Select 'dump cache' and that is the first troubleshooting step.

 

Next can be "trash preferences" ... you can find how to do that in their help.

 

Past that is the Creative Cloud app's uninstall process, reboot, reinstall.

 

Past that is "the nuclear option" ... using the CC Cleaner Tool (a specific Adobe applet) to clean out all references to Premiere Pro anywhere in that machine. Then reboot, reinstall.

 

And yea, at times, I've need all the above up to and including nuking Premiere. Haven't for a couple years now though.

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Participant ,
Mar 07, 2024 Mar 07, 2024

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I don't see the question in this thread, but someone asked if my problem was solved. The answer is sort of, but not because of anything discussed or recommended in this thread. A screen popped up at one point when launching Premiere. The message suggested upgrading to 24.2.1 as that would help eliminate the crashes. I thought it was odd (how did "it" know my system was crashing?), but I upgraded and got a new mouse and it's better. Still crashes now and then when using file>import or when trying to launch a MOGERT file, but not like it was.

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