Known Participant

Question

NVIDIA GPU driver issue: project doesn't open + support issue

Forum|Forum|8 years ago
June 5, 2018
5 replies
3609 views

working on a hp laptop windows 7

pr pro 2017 works fine

pr pro 2018 12.0.1 works fine.

i have a project created in pr 2018 12.1.1 that i need to open on my laptop.

it will not open.

i contact support and spend 1.5 hours going back and forth.

first the agent disabled my graphics card to get it to open. this causes my system to be to slow to edit.

he then plays it off as he did not do that and not sure why it is slow.

he then updates my driver on my graphics card nividia k2100m. it doesn't open with the updated drive, so he disconnects with me.

i re connect to adobe chat only to get the same jerk, who then ignores me. then tells me to contact Microsoft. i explain it is an adobe problem. he then ignores me again and disconnects me.

i finally get another person. they have me roll back to 12.0.1 and it opens! however 12.0.1 can't open a 12.1.1 project.

they disconnect from as well as i was waiting on the old version to load.

so i connect again, only to get the first person again! wtf adobe. he then tells me to use another computer. that was his answer.

then he says there is no fix for this.

so i'm telling my client that adobe has no fix to get their project open and they have to wait.

this is so unacceptable. i am beyond belief that adobe is adopting this kind of customer service.

so im sure i will lose my client over this. wonder if adobe wants to compensate me for my losses?

hey adobe, i also have emailed transcripts of the conversations if you want them.

This topic has been closed for replies.

H

hayzensproductionsAuthor

Known Participant

so, the xml fix did not work, rather when i rendered the video it left me with a bunch of black holes with video and audio drop outs.

i had to explain to my client that adobe has struck again. i'm so sick of this. stop updating. get a version that works and just stop.

you want to be in a professional environment, act like it. You are screwing with people's lives.

so i have one mobile edit suite that is basically useless and i have a new edit suite that will not render multiple files at once in media encoder. AAAAAAAAAAAAAAAAAAAAAAHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH

FIX THIS!

C

Carlos Ziade

Community Expert

you can export multiple files at once but not in media encoder, for media encoder the only option is

to make a sub-clip for each piece you want to export, drag all of your sub-clips to a separate bin

in the project panel, select them all from the project panel and export to media encoder.

you can use the Project Manager for batch export but it's a bit tricky when it comes to settings,

everything must be matched, and the best way is to create an export preset based on your source

clip settings, can explain more regarding that if you want.

So far for now these are the best workarounds for your problem. IF you don't know much about

making sub-clips or batch export from the project manager, please let me know to help you get

out of all this trouble, and next time please finish your project before updating.

Kevin J. Monahan Jr.

Legend

Will try.

Seems like i have to keep deleting the media chache.

That was the "solution" for my audio drop out problem as well. Will try this tomorrow.

Sent from my iPhone

Wilky Black

Hayzen's Productions

www.hayzensproductions.com

336.420.1578

Wilky Black,

Are you still facing this issue? Please let us know.

Thanks,
Kevin

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio

Kevin J. Monahan Jr.

Legend

Hi hayzensproductions,

Very sorry for your poor experience with our support queue. If you forward me any details or case number info via PM, I can investigate the matter. I will also forward this thread to the manager of call and chat support.

As far as troubleshooting your issue, this sounds terribly frustrating. Glad you have a system that is working for you.

For your WIN 7 system, I can suggest a few things.

My colleagues in engineering tell me that if you have the proper driver, perform a clean installation of that driver. Perhaps you would have better success with that method. Here is some info.
Consider trashing preferences. Info is here: FAQ: How to reset preferences in Premiere Pro?
Clean your media cache: FAQ: How to clean media cache files?

For your 12.1.1 project that you need to open in 12.0.1, consider exporting a FCP XML from the 12.1.1 project, then import that file into the 12.0.1 project. That should work.

I apologize again for the frustration.

Thanks,
Kevin

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio