Frequent yet unexpected crashes on Premiere Pro 24.1

[YsCF]

This is the first time I'm using Premiere Pro in a while, and I've installed the latest version (24.1). However, I'm experiencing frequent crashes in the program, and the timing seems somewhat random. For example, sometimes the program crashes immediately after I open a project, while other times I can work on the project for 10 to 20 minutes before it suddenly crashes (usually it just crashes but sometimes it freezes for a while then crash). There are instances where I can render without any issues, but other times it crashes during the rendering process . Nevertheless, the crashes only occur when I open a project, not when I open the program itself, i.e. it is fine in this window:

The Adobe Creative Cloud Diagnostics pops up after the crash (although not always), and I've used it for assistance, but it only suggests upgrading to the newest version, which I have already got...

Here are some other measures that I have tried to solve the problem:

• Restart the computer
• Reinstall Premiere Pro
• Update the graphic driver (to NVIDIA Studio Driver 546.01 for RTX4070)
• Update Windows (to Windows 11 Home, version 23H2)
• Clear media cache
• Reset preferences

Note that I have no plug-ins installed (but have the "Speech to Text Language Pack (English)" add-on added).

Here are the specifications of my computer:

• GPU: NVIDIA GeForce RTX 4070
• CPU: 13th Gen Intel Core i9-13900KF
• RAM: 32.0 GB 4800 MHz (31.8 GB usable)
• OS: Windows 11 Home 23H2
• 64-bit operating system, x64-based processor

Any help is greatly appreciated. I just hope to get my work done smoothly...

[YsCF]

Update on 2023/12/12: tried using the Cleaner Tool to uninstall Premiere Pro then re-install, still crash.

[YsCF]

Update on 2023/12/13: Updated to the latest graphic driver (NVIDIA Studio Driver 546.33, released on 2023/12/12) via the official nvidia website, still crash.

[YsCF]

Update on 2023/12/13: 

By using Event Viewer>Windows Logs>Application, I found out that the problem is ntdll.dll. 

After that I followed the guide linked here to check and repair any corrupted file:

In fact, I scan the ntdll.dll in particular after the procedure and it says that the file looks fine:

But Premiere Pro STILL CRASHES, and the problem, again, is the ntdll.dll (checked with Event Viewer). 

Can someone please tell me how can a perfectly fine file causes crashes... I don't really want to reinstall Windows because it is NOT my personal computer (FYI I'm working in a small company which don't have an IT department and the computer that I'm using is the comapany's).

PS. Before I ran the whole process, I ran "sfc /scannow" and it gives:

of which I belived that it repairs some corrupted files.

PPS. when the crash happens the hardwares' usage looks fine, so I don't think my computer is too weak to handle the project.

[YsCF]

Update on 2023/12/14:

Repaired all Microsoft C++ files (which has the computer icon) from the Program and Features. Still crash.

[Kevin-Monahan]

Hi @YsCF,

You way want to work with our staff one to one. To contact Adobe Customer Service, do the following: 

1. Make sure to sign into your Adobe account. Allow popups and cookies on your browser. You may not be able to see the chat window if using a VPN.
2. Click here: https://helpx.adobe.com/contact.html?rghtup=autoOpen. This will automatically open the chat window.
3. Type "Agent" in the chat box to be connected to a live agent.
4. When you get an agent, ask to be connected to the video queue. These are agents that are specially trained to handle issues related to digital video and audio.

Let us know if they help you.

Thanks,
Kevin

[YsCF]

Thanks for the help. After consulting Adobe agents, it seems that the problem is Windows. Please see my latest update for more details.

[YsCF]

Update on 2024/1/15:

It's been a while and my work doesn't require me to use Premiere Pro (and I was travelling 🙂 ) so I haven't been updating. I did the following in late Dec 2023.

1. Used the cleaner tool, plus manually renaming files to completely remove Adobe from my computer (as instructed by the Adobe person). Re-installed them, but Premiere Pro still crashes. Details at the end.
2. Used an alternative Adobe account to launch Premiere Pro on the same Windows account, there were no signs of crashing.
3. Used an alternative Windows account, but with the original Adobe account to launch Premiere Pro (as told by the Adobe person), there were no signs of crashing.

So in the end, we think Adobe is not the one that causes the problem, Windows is.

Details of (1):

 

 

 

[John T Smith]

GPU: NVIDIA GeForce RTX 4070

Do not count on Windows to be fully up to date when it comes to device drivers
Go to the vendor site to be sure you have an updated driver for your graphic adapter
.
nVidia Driver Downloads https://www.nvidia.com/Download/index.aspx?lang=en-us
-for all Adobe programs use the STUDIO driver, not the GAMING driver
-To achieve the highest level of reliability, Studio Drivers undergo extensive
-testing against multi-app creator workflows and multiple revisions of the top
-creative applications from Adobe to Autodesk and beyond

[YsCF]

Thanks for the suggestion. Unfortunately, that's EXACTLY what I've done to download and update the driver program, i.e. download via the nvidia website and use the studio version.

By the way, it seems that they released a newer version (NVIDIA Studio Driver 546.33) yesterday after I posted. This morning I updated to that version and the crash still happen.

[Peter32771371kyxi]

I am still in the process, and although my event logs are not exactly the same as yours,

but it seems that the issue was resolved for me after rolling back Windows to 22h2 from 23h2.

It might still be a problem that needs a few more days to observe.

Please refer my thread.

https://community.adobe.com/t5/premiere-pro-discussions/crash-on-14900k-cpu/td-p/14327925

[YsCF]

Hi, similar conclusion here, it seems like that's Windows problem. I think it may be the corrupted files of Windows that causes the crash, a reinstallation of Windows may solve the problem. I haven't tried that yet so it is NOT a guaranteed solution, but it is a sensible guess.

[Chrisanthi Pel]

any answers on this one? I have almost the same issue, only that in my end, Premiere crushes at exports. No error dialogues no nothing. Just off. 

[Kevin-Monahan]

Hi @Chrisanthi Pel, Hey @YsCF,

I read your messages. It might be related to the GPU, as others with similar GPUs have the same complaints. Make sure you have a clean installation of the latest studio driver. Let me know if this helps.

Thanks,
Kevin

[Chrisanthi Pel]

Thanks for replying Kevin. I did a clean installation of the latetest studio driver this morning when I read your answer. Didn;t work. After looking around the web for similar situations, I found out that a lot of people found out that it was a Font problem. So, I deleted some fonts I installed recently and restored them in default font settings. Actually, when I did that and rebooted my pc, I managed to have a decent export without crushing. It needs to be tested though deeper. One decent export without crushing, doesnt say much. I will keep you posted how that goes. 

[Chrisanthi Pel]

Well, that was it. Only that decent export. nothing else. So back to search. 

[YsCF]

Hi, I think you can consult Adobe Customer Service first and see if they helps. If after all the troubleshooting process the app still crashes, then I think it is the Windows problem (a very sensible guess). Please see my other replies for more details.

[siegeismyname]

Not a Windows issue - I've just powered up Premiere for the first time in 2024 and I have exactly the same problem however I  am on a Macbook Pro

OS 14.2.1

Says update to 24.1 but Premiere is already version 24.1

[RoldyLoxx]

Hello YsFang! I have been through all of the same troubleshooting as you and am in the same position. Did you find out if a reinstall of windows helped? I have done everything you posted about and more when speaking with Adobe and Nvidia CS and am at my wits end. I'd love to know if you or anyone solved this

[YsCF]

Unfortunately, I have not tried reinstalling Windows yet. Nevertheless, I think if you have tried all other options and nothing works, you can just go ahead and click the reinstall button, just make sure that you have all the backups. Also, I would love to know if that works, so please tell me (if you would like to)! Good luck!

[RoldyLoxx]

I can tell you that a reinstallation of Windows did not work. My eventy viewer made it appear that adobe was having an issue with any HEVC codecs and would just quit. Obviously this is unacceptable. I rolled windwos back to a previous version, did not work. Updated everything again to current including windows and drivers and rolled adobe apps back to the last 23 iteration and SO FAR that has been working. I am still doing tests in between projects but it looks like it may be an issue with the 24 updates for adobe. Still frustrating that there is no clear answer but this is as far as I have gotten.

[brettm18373522]

I tried a lot of the things suggested on this thread.  Only way for me to resolve this issue was to rollback to version 23.  All fingers seem to point back to Adobe who has a history of releasing bad updates.