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

[hayzensproductions]

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.

[SAFEHARBOR11]

Moral of the story, don't update your NLE mid-project

[hayzensproductions]

I did not update mid project. We have a new edit suite that was installed with newest version.

We are now on the road with the laptop and need to make revisions.

[Carlos Ziade]

is your windows 7 service pack 1 ?

[hayzensproductions]

Yes, windows 7 service pack 1

[Carlos Ziade]

if you share more of your system specs that would be great

what messages do you get ? can you send screenshots or a small video ?

[Kevin-Monahan]

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

[hayzensproductions]

Thank you. I can try these steps tomorrow afternoon.

It is true we have a system that is working, however that is in the edit suite and not mobile.

We are on the road with a laptop that we need to open tue project up to make a revision for the client.

We did a clean install and all of that jazz with no luck.

The xml idea is intriguing and that will be my next try.

Thanks for your help.

I will pm you the chat sessions once i get to a computer.

Thanks again.

Sent from my iPhone

Wilky Black

[Personal information removed by moderator.]

[Kevin-Monahan]

OK, Wilky. Keep us in the loop.

Thanks sir,

Kevin

[hayzensproductions]

Ok, so the xml works almost perfectly!!!

It does not see the dynamic linked files. Any way to relink those?

When I go to file, dynamic link in greyed out.

Also, new problem the entire timeline is red on the status bar and not yellow. As if the gpu accelerator is not working.

This is now on pr cc 2018 12.0.1

Thanks for your help!!

[Kevin-Monahan]

Wilky,

I don't believe dynamic link will work in XML, but you can render out files in the current version and use them in a previous version. Of course, that means reinstalling the current version. Sorry.

To see if the GPU is working or not, check File > Project Settings > General. What does it say for the renderer?

Thanks,
Kevin

[hayzensproductions]

I was afraid of that.

[hayzensproductions]

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!

[Carlos Ziade]

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.

[hayzensproductions]

Thanks for the info.

I have 20 sequences i need to export. So you are saying i need to make each of those sequences a sub clip?

I did not update mid project.

We have a new system on 12.1.1.

We have a laptop that was on 11.0.

The project was edited in 12.1.1

The laptop had to update to open the project.

The laptop has a nvidia k2100m in it. Premiere will not open on the laptop in version 12.1.1. You have to roll it back.

Then you have to work with a fcxml file to retrieve the project.

Then the dynamic link doesnt work. Then you have to render all the graphics from after effects.

Then you export. Then it doesnt work.

Then i post about it.

Then you suggest something that i am willing to try in hopes of fixing another adobe mess.

Then you assume you know something that you do not by telling me not to upgrade mid project.

Then i waste my time typing this long message.

Then i realize, hey im having fun typing this long message.

Ill try the subclip option but not sure why that would fix anything.

Sent from my iPhone

Wilky Black

Hayzen's Productions

www.hayzensproductions.com

336.420.1578

[Carlos Ziade]

I really understand your frustration and I'm trying my best to help you out

sorry i ddin't remember you mentioned previously about not updating mid project, appologies

now put your frustration aside for a while and focus on 2 things :

01. The make sub-clip workaround

02. Batch export using the Project Manager

For 20 sequences it is not much to create a sub-clip for each

so please let me know what you end up with and I'm ready to help

[hayzensproductions]

Understood. That was meant more funny than angry. I apologize of it came across that way.

Will try the fix this afternoon.

Thanks.

Sent from my iPhone

Wilky Black

Hayzen's Productions

www.hayzensproductions.com

336.420.1578

[Carlos Ziade]

no problem, but in your case, since you have sequences you have to make subsequences,

export your subsequences from the project panel all at once, select them all, right click

then choose export media, and queue

[hayzensproductions]

Copy. Will be trying in a few. That is how i always export just not with sub sequences.

Sent from my iPhone

Wilky Black

Hayzen's Productions

www.hayzensproductions.com

336.420.1578

[Carlos Ziade]

or if just organize your sequences in the project panel into one bin,

select them all and export, no need to make subsequences unless

if you have them scattered ...

[hayzensproductions]

I thought your fix to my problem was sub sequences.

I always export my sequences by selecting all. Right click and export media.

This opens media encoder.

Then they fail. Error compiling movie.

Sent from my iPhone

[hayzensproductions]

No dice, same errors. Error compiling movie. You have to render each file separate from pr.

[Carlos Ziade]

Usually when Error Compiling Movie shows up, it is time to delete the video previews related to your project. Delete the render previews or manually delete the video previews, should be located where your scratch disks are, as well as audio previews. Then perform a clean media cache.

[hayzensproductions]

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

[Kevin-Monahan]

Wilky Black,

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

Thanks,
Kevin