No video playback

[tomrkellett]

Hello, if someone could suggest any help to the following problem I would appreciate it. 

I've recently upgraded my PC (most components except the power supply & GPU). After completing the build, installing windows 10 and my apps on Monday, I loaded up a project in Premiere Pro and managed to render & export the sequence with no issues. 2 days later on the Wednesday I opened the same project (& others) to find that although the audio in the sequence played fine there were the following issues (attached is a video of what I see when opening a project):

• no video playback
• program monitor is black
• can't scrub through previews in bin
• timeline playhead does not move when playing the sequence
• audio meter displays levels but seems to stutter
• source monitor is blank/greyed out
• double-clicking file to view in source monitor results in no visual change but the audio plays fine
• when changing tabs in source monitor e.g. to audio clip mixer/metadata, elements can become stuck & overlap. Same in program monitor when toggling rulers on/off

Troubleshooting methods tried with no success:

• rolled Premiere back to previous version (14.5)
• render files deleted
• media cache deleted (from preferences & manually in file explorer)
• reset Premiere Pro preferences
• uninstall & reinstall Premiere
• updated GPU driver
• windows is fully up to date
• performed sfc/ scannow to fix any corrupted files
• there aren't any integrated graphics to turn off/on
• video files play in other apps - After Effects works fine too

Apologies for the long post but I wanted to include everything I've tried already. Again any help would be appreciated. Cheers. 

[Ann Bens]

[Peru Bob]

• updated GPU driver

If NVIDIA, do you have the latest Studio Driver installed?

[tomrkellett]

Just tried the latest studio driver - unfortunately didn't change anything 😕

[Ann Bens]

Please post comp. specs and OS.

[tomrkellett]

PC Specs:

• Ryzen 9 3900XT
• Asus ROG Strix X570-E Gaming
• 64GB 3200MHz Ram (clocked at 3200)
• Nvidia 1060 6GB
• Windows 10 Home - Version 20H2  OS Build 19042.662
• OS installed on m.2 drive with a 2nd m.2 drive used as a scratch disk

Let me know if there's any other details required.

[Ann Bens]

This driver installed? https://www.nvidia.com/Download/driverResults.aspx/166881/en-us

If so uninstall

reboot

reinstall.

See how that goes.

[tomrkellett]

So, uninstalled via device manager, restarted PC, then did a clean install of studio driver. No change 😕

Also (forgot to mention in original post), after exiting Premiere, the search bar on the desktop and the start button are not functional until I open Task Manager and end the Premiere Pro process - which for some reason isn't being ended when the program is closed. 

[Peru Bob · Accepted solution]

You may need to uninstall, use the Cleaner Tool, and reinstall:

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

[tomrkellett]

Brilliant! That worked! Thanks 🙂

Appreciate all the help.