P: System Compatibility Report Intel Arc Graphics Crashing

[rachel_3132]

I recently updated Premiere to 25.2.1. After the update, this warning appears.

I followed the steps to fix this, and it worked for about a day. My computer had some more updates and now every time I try to work in Premiere, it not only crashes, but freezes my system. I can't even save a project before it crashes.

I've tried uninstalling and reinstalling Premiere, going back to an older 25 update, and updating my drivers, to no avail. There's probably more I'm missing but I was just curious if anyone had any suggestions to help out. Here are my specs as well: 

Lenovo ThinkPad

Intel(R) Core(TM) Ultra 7 165H 1.40 GHz

64 GB RAM

64-bit operating system, x64-based processor

Windows 11 Pro

[Peru Bob]

What are the hard drives (how many, what kind, what is on each, what capacity, and how full)?

[rachel_3132]

I work on a shared drive; it's a network drive that has 21.7 TB total and 13.0 TB free. My actual device drive has 1.86 TB total with 1.62 TB free. I keep the actual content and project files in the network drive and my personal drive houses the Adobe common stuff.

[Dani_V.]

Hi @rachel_3132,

Welcome to to the Premiere Pro forums and sorry for the frustration. We need a few more details to try to help with the issue. Please see, How do I write a bug report?

Are you still seeing the System Compatibility Report dialog box or did this go away after you updated your drivers? If you are still getting it, can you export the report and share? (I can direct message you)

Can you specify what other updates your computer has had?

After you went back to an older Premiere Pro 25 update, were you getting the same System Compatibility Report dialog box, or were you just seeing the project crashes?

Hope we can help you soon,
Dani

[motivated_warmth7825]

I am experiencing the same issue.  It seems as though Premiere is not utilizing my Nvidia GPU and it is telling me that my onboard INTEL Arc graphics card is incompatible.  Premiere keeps crashing.  This was after a windows update.  I updated my INtel and Nvidia cards to the latest versions. 

Please help. Thanks

I sent a crash report as well.  Here are my specs:

Windows 11
Processor Intel(R) Core(TM) Ultra 9 185H 2.30 GHz
Installed RAM 32.0 GB (31.5 GB usable)
Edition Windows 11 Pro
Version 24H2
Installed on ‎11/‎7/‎2024
OS build 26100.3775
Experience Windows Feature Experience Pack 1000.26100.66.0

[analytical_Crystal6839]

プレミアプロ起動時にエラーがでます。

システムドライバーがサポート対象外という内容ですが、実際にはNVIDIAのGPUに設定してあります。NVIDIAのコントロールパネルも確認しレンダラーがCUDAになっていることも確認しています。

生成ＡＩには実際にはＮＶＩＤＩＡが使われているから問題ないと回答されていますが、エラーが出ること自体が気持ち悪いですし、本当に大丈夫なのか不安です。

分かる方がいらっしゃいましたら是非アドバイスをいただきたいです。

[Dani_V.]

Hi @analytical_Crystal6839,

Welcome to the Premiere Pro forums. Sorry for the frustration. We need a few more details to try to help with the issue. Please see, How do I write a bug report?

Your file attachment hasn't been able to load on our end yet, would you be able to share again? Can you provide more more information about your operating system and hardware specs, and exact Premiere Pro version you are working with?

Hope we can help you soon!
Dani

[analytical_Crystal6839]

連絡ありがとうございます

PremierePro　25.2.0ビルド147

Windows11　home　24H2

Intel(R) Core(TM) Ultra 7 155H 1.40 GHz

32.0 GB 

NVIDIA GeForce 4060 Laptop GPU

Intel Arc（TM）Graphics

以上です。

よろしくお願いします。

[jamieclarke]

Hi @rachel_3132 - You are receiving this message because the minimum driver version you need to have installed is 32.0.101.6314.  Please update and let us know if that helps your issue.

[motivated_warmth7825]

Hello, 

Problem still persists. This is happening on the latest intel driver:  Graphics Driver 32.0.101.6734 (WHQL Certified) for Intel® Arc™ B-Series Graphics, Intel® Arc™ A-Series Graphics, Intel® Iris® Xe Graphics, and Intel® Core™ Ultra Processors with Intel® Arc™ Graphics.

Is there a specific driver version that has been tested and will not cause known issues in Premiere?  Thanks in advance.

[jamieclarke]

Hi @rachel_3132 - We have not seen issues with this driver.  However, the last driver version that we saw working was 32.0.101.6559

Can you confirm each GPU and the driver versions for each?

[jamieclarke]

Hi @motivated_warmth7825 - Can you confirm which gpu and drivers you are using?

[motivated_warmth7825]

Nvidia GPU: NVIDIA RTX 2000 ADA Generation Laptop GPU: 32.0.15.7283

INTEL ARC Graphics: 31.0.101.5382 (I tried rolling back from the latest version (32.0.101.6734 (WHQL Certified) for Intel® Arc™ B-Series Graphics, Intel® Arc™ A-Series Graphics, Intel® Iris® Xe Graphics, and Intel® Core™ Ultra Processors with Intel® Arc™ Graphics., but issue and warning box still persists)

Abobe Premiere Version: 25.2.1 build 2

[jamieclarke]

HI @motivated_warmth7825 - Can you try and disable your Nvidia GPU in device manager then update to the latest intel drivers and let us know if that helps your issue?

[mayjain]

Hi @motivated_warmth7825,

Sorry for the inconvenience. Have you tried performing a clean installation of the latest Intel driver ? Intel Arc A770 Graphics - Latest Driver

Also, try clearing the media cache in Premiere Pro: How to Clear Cache in Premiere Pro

Let us know if that helps!

Thanks,
Mayjain

[motivated_warmth7825]

Hello,

I need to wait for an administrator to allow me to disable the NVidia gpu (in fairness, I do not think this is a suiable solution, since I want to utilize the power of the NVidia GPU in Premiere.  Also, I already cleared the media cache. The crashing has stopped, but the performance is laggy and I still get the initial error incompatibility warning box upon launch.  Thank you for trying to help.

[motivated_warmth7825]

ps.  The problems began after updating to the newest intel driver.  Something has broken this week.

[mayjain]

Hi @motivated_warmth7825,

Could you please try doing a clean install using the DDU (Display Driver Uninstaller) tool as well? Intel Guide – Clean Driver Installation using DDU

I just checked on two of my Intel Arc systems, and both are running the latest drivers without any issues.

Thanks,
Mayjain

[motivated_warmth7825]

Thanks Mayjain,

Are you stating that you are not getting the incompatible driver warning window on your Intel Arc systems when launching Premiere?

I was asked to disable my Nvidia GPU.  Should I also do this in addition to uninstalling using the DDU utility and updating to the latest Intel Drivers?

Thanks!

[jamieclarke]

Hi @motivated_warmth7825 - Try using the DDU utility without disabling your Nvidia GPU.  I was just seeing if there was an incompatibility between the two.

[motivated_warmth7825]

Jamie and Mayjain,

Thank you for your assistance today! I am back running normally now. No more incompatibility error or crashes. 

Solution:

 I used the DDU utility and completely removed both my NVIDIA and INTEL gpu drivers.  I then reinstalled the latest versions of both and that seemed to do the trick. Between Premiere, Windows 11 and Intel all pushing updates out this past week, perhaps something was leftover, causing issues.  Once again, thank you!

[mayjain]

Thanks, @motivated_warmth7825 , for the update; glad to hear it helped! 😊
Feel free to reach out if you run into any other issues in the future.

Best regards,
Mayjain

[motivated_warmth7825]

Hello,

I figured out something that could be helpful.  Windows update is pushing the outdated Intel driver from March 2024 on to machines with the latest intel driver installed!  I happened to notice this today and as soon as the updates finished, I now receive the warning box upon start up again.  Are you in communication with Intel or Microsoft to report this behavior? The driver is extremely old and causing problems with adobe premiere pro..  Thanks in advance. 

[mayjain]

Thanks, @motivated_warmth7825 , for sharing the details.

Here’s a workaround recommended by Intel that may help: Intel Support Article 000087834

Please let us know if this resolves the issue on your end.

Thanks,
Mayjain

[motivated_warmth7825 · Accepted solution]

Thanks, @motivated_warmth7825 , for sharing the details.

Here’s a workaround recommended by Intel that may help: Intel Support Article 000087834

Please let us know if this resolves the issue on your end.

Thanks,
Mayjain

By @mayjain

Hello,

My IT admin. had to configure windows update to bypass the automatic outdated driver update.  Then we uninstalled both nvidia and intel cards using DDU.  After reinstalling both GPU latest drivers, things are running well.  I have to say that is going to be a huge problem for others with this configuration.  Thanks for your help, but I would really suggest a global fix.  Have a good day!