New Laptop - fresh install - playback glitches Adobe Premiere Pro

[Sonny312292538f6c]

Laptop Spec:

Lenova Ideapad Pro 5i

Operating system: Windows 11

Graphics card: NVIDIA GeForce RTX 3050 - 6 GB GDDR6 (Updated to latest drivers)

RAM: 16 GB LPDDR5 (5200 MHz)

Processor: Intel Core i7-13700H Processor - 14-core - 3.7 GHz / 5.0 GHz - 24 MB cache

Storage: 512 GB

Adobe Premiere Pro: 24.5.0 (Build 57)

ISSUE

Whenever I playback an edit (1080HD files) it glitches. It's like the footage either doesn't catch up to the audio or the footage speeds up ahead of the audio - The audio plays fine and always at the required rate.

Solutions on here talk about clearing the media cache - tried that but didn't work and it's a brand new laptop with nothing else installed on it beside the standard windows apps and McAfee.

My PC works fine but runs on Windows 10 - so is Windows 11 the issue?

[Kevin-Monahan]

Hi @Sonny312292538f6c,

I'm Kevin from support, one of the moderators here. I hope I can help you with your bug report. I appreciate the information you gave the team. I think we're off to a good start with troubleshooting. It sounds like you are having performance issues with the media you are using. Issues like this are often related to the media. There is also a bug with .mxf-wrapped files right now. You said these are 1080P HD files. Can you be more specific about the origin of these files? You can also download the freeware "MediaInfo" to get the inside scoop on your media. If you have time, a screenshot of your file's info in Media Info's "Tree View" would help immensely.

I hope the team, an Adobe Expert, or a community member will help you with this shortly. In the meantime, please provide us with information about your media so we can proceed with the troubleshooting process.

Sorry for the hassle!

Thanks,
Kevin

[Kevin-Monahan]

The status of this bug report has been updated.

[Sonny312292538f6c]

Thank you for replying. Here is the info you requested

[Edited by Moderator]

[Sonny312292538f6c]

[Kevin-Monahan]

Thanks for supplying the info about the media file, @Sonny312292538f6c! That is very much appreciated. It appears to be a ProRes 422 file at 1080P running 25fps. Given your hardware, you should have no trouble playing back this footage. Puzzling!

So far, the only idea I have is to temporarily uninstall any Blackmagic software on your computer and see if your playback is cleaner. Please let the team know if you do not have that software installed.

If you have time, please upload a sample clip to Creative Cloud or DropBox and PM me the URL. I will pass along the file for the team's inspection. I realize that these are large files. My apologies for the hassle. Perhaps you have a short clip? That would be appreciated.

Thanks again for your cooperation.

Take care,
Kevin

[Sonny312292538f6c]

Hi,

I don't have any blackmagic software installed. As mentioned this is a brand new laptop with standard windows software and McAfee, nothing else.

The clips once exported are fine, it's during the edit and playing the edit that it glitches. Not sure how I show you that unless I record it on my phone?

Where in the Creative Cloud would I upload it please?

[Kevin-Monahan]

Hey Sonny,

I see. Here you go. Share here: https://adobe.ly/3AdRiJk. I use QuickTime Player to make screen movies, but you can use any screen recording app.

Errors like this sometimes require that you update your GPU driver to the latest studio driver. Can you check that out?

Thanks,
Kevin

[Sonny312292538f6c]

Hi,

GPU was updated to latest driver as suggested in a previous post.

All I get on signing into creative cloud link is Error 404 (screenshot)

Is there an email address I can send the recording to?

[Kevin-Monahan]

Hello @Sonny312292538f6c,

You might have more success with this issue with one-on-one support. Go here: https://adobe.ly/3X3KW75. There is a chat pod in the lower right of the screen. When you connect with a live agent, ask to be connected to the "video queue." The trained video specialists will assist you in resolving the bug. Please return to this conversation and let us know what the solution was. I apologize for the frustration and the time this is taking to resolve.

I'll move this thread to Discussions for troubleshooting.

Take Care,
Kevin