Premiere causing screen glitch and crashing. With 2 GPUs.

[MarioPM2]

Summary of troubleshooting steps for GPU crashes with Adobe Premiere Pro in Windows 11:

• After Premiere playback crashed my computer multiple times (black screen, raging GPU fans), I installed a new matching GPU (AMD Radeon RX590 8GB). 
• Installed the latest GPU drivers and re-installed all AMD chipset drivers.
• Device Manager shows no issues with GPU.
• Used the Creative Cloud Cleaner Tool to remove Adobe software, but encountered errors during the process. Logs attached.
• Manually deleted all Adobe folders to ensure a clean uninstall.
• Reinstalled Creative Cloud and Adobe Premiere Pro.
• Rolled back Premiere Pro to version 25.2.1.
• Disabled GPU acceleration in Premiere settings.
• Attempted to change playback engine, but the option is greyed out and stuck on “Mercury Playback Engine CPU Acceleration.”
• Tried creating a fresh project instead of the one I really need to work on. No difference.
• Used Windows system settings to force Adobe Premiere Pro to use my AMD Radeon RX590 GPU.
• The new test project seems to work. But my actual documentary project with 200 hrs of work is totally unstable.

Despite these efforts, Premiere still causes black screen and major screen glitches. Before my efforts above it would crash my computer and send the old GPU into overheating. So, some progress has been made. However, I've got a documentary edit due at the end of May I cannot use Premiere. Please please help.

[jamieclarke]

Hi @MarioPM2 - Thanks for submitting your bug report. We need a few more details to try to help with the issue.

Please see, How do I write a bug report?

What GPU Driver are you using?

What are your computer specs?

Are you saying that you have 2 GPUs installed?

I'm curious about your playback engine is the exact wording "Mercury Playback Engine CPU Acceleration"?

Did you have this issue in a previous version of Premiere Pro?

Sorry for the frustration.

[R Neil Haugen]

First comment, is that I would check the Puget Systems site for their reports & graphs on relative GPU performance in Premiere, and see where that AMD rig plots.

Sadly, while AMD has made great GPUs for gaming, both in Premiere and Resolve, their GPUs don't tend to perform nearly as well as the typically more expensive Nvidia ones. I wish it were otherwise, but I'm a practical dude. What works, well, works. 

Second, if you do mean you have two of those cards, Premiere has quite often not done well with twin GPUs, especially if they are linked in SLI. Supposedly that is fixed ... but my user friends say sort of maybe occasionally. Sometimes, removing the second GPU actually improves Premiere's use of the GPU.

[MarioPM2]

@jamieclarke I've replied twice, hit post, and then my response disappears. Is this normal for this forum???

[MarioPM2]

@jamieclarke 

Thank you!

I am using one GPU. When I had these issues appear on 5/18, my first move was to get a new matching GPU to swap out with the old one. 

GPU Driver: v31.0.21923.1000

Specs

MOBO: MSI B450 A Pro Max

GPU:  Radeon RX 590 Fatboy 8GB

PSU:  EVGA 600W 80+ Bronze

CPU:  AMD Ryzen 5 2600X 6 core / 12 thread 3.6-4.2 GHz

MEM: G.SKILL Ripjaws V Series 32GB (2 x 16GB) DDR4 3600

CASE: NZXT H510

COOLER: Corsair H115i RGB Pro XT

I just keep my Premiere up to date. The issue appeared on 5/18. Perhaps there was an update that day. Now I've rolled back to 25.2.1

It will crash and cause issues so I'll post this first and then go look at the exact wording of the renderer. I'm pretty it says "GPU" not CPU, but we'll see. 

Also, note that I did a quick test in 25.1 today and the renderer was not greyed out but gave me two options:

Mercury Playback Engine GPU Acceleration (OpenCL)

Mercury Playback Engine Software Only

As I moved my mouse around in v25.1 graphics started glitching but without crashing. So I quit the app and am now about to open the same project in 25.2.1 to look at the renderer. Back soon.

[MarioPM2]

Reporting back:

Renderer in v25.2.1 reads:

"mercury playback engine GPU Acceleration (Open CL)

[MarioPM2]

I copied pasted my specs from Evernote. The third time I posted here I got an error saying the forum had to remove HTML. So it finally posted. 

[jamieclarke]

Hi @MarioPM2 - I do see that the driver you are using was just released, can you try rolling back one version to 24.9.1 and let us know if that helps.  When you crash what exactly happens, Do you receive a crash dialog box?

[MarioPM2]

@jamieclarke Are you saying to roll back the driver or roll back Premeire to "24.9.1"?

Both are a bit confusing.

Premiere options are 25.1 and 24.6.5 with no 24.9 option inbetween.

The driver is v31.0.21923.1000, so 24.9.1 sounds more like a Premiere verion.

The old GPU would cause the screen to go black and lock up. The fans would blast noisily. I could not reboot the computer at all. I'd have to turn off power supply and unseat and reseat the GPU just to restart the machine.

Now with the new GPU, everything runs fine except when I'm in premiere. The screen will black out and come back, then there's digital noise lines, some green, some RGB, some inverted colors and the buttons and interface in Premeiere glitches. 

[jamieclarke]

Hi @MarioPM2 - 

Your current driver version is v31.0.21923.1000. AMD also uses a separate naming convention for their product drivers in this case, the same driver is labeled as 25.5.1 on their website. Both numbers refer to the same driver version, just formatted differently depending on the context

I was saying to roll back to driver version 24.9.1

Here is a link for the available drivers for your GPU https://www.amd.com/en/support/downloads/previous-drivers.html/graphics/radeon-600-500-400/radeon-rx...

[MarioPM2]

@jamieclarke Ok here's what's happening with the rolled back driver version 24.9.1

My test "untitled" project with about 8 clips in a timeline runs stable, playback and lumetri grading.

My 20min documentary project (that's due Monday!) still blacks out. As it flickers off and on black I'm able to sneak in Task Manager and end task without having to restart.

The doc project is at v2.4. I copy pasted it on Windows and manually made a v2.5 for 'safety'. I could edit in v2.3 without losing too much work, but v2.3 is also bugging out. 

The new GPU helped and the rolled back driver helped--with the overall system at large. However, the key project is still as broken as when we began and it's making me super nervous. I've got 200 hrs of work into this project and money on the line with a client deadline.

[jamieclarke]

Hi @MarioPM2 - I would suggest definitely making copies of your projects for backup. 

There are two things I would try next.

First, Can you try and hold down "SHIFT" while launching Premiere and check the boxes
"Clear media cache files"
"Reset plugin loading cache"

Second, I would create a brand new Project and Import everything from your old project into the new one and see if that helps.

[MarioPM2]

@jamieclarke 

Ok, I checked those boxes and the project still glitches. 

I don't how to do the next thing you suggested: create a new project and import everything over. Do you have a how-to link for that? 

thanks!

[jamieclarke]

Hi @MarioPM2 - Create a new project, then choose File Import and choose your project a dialog will pop up and you want to choose import entire project.

[MarioPM2]

@jamieclarke Unfortunately, the new project with the old one imported is still blacking out and glitching...ugh. 

[jamieclarke]

Hi @MarioPM2 - Can you post a screen recording or screenshots of your issue? Can you also navigate to the help menu and choose system compatibility report then choose export in the lower left hand corner and send those two files to jamiec@adobe.com

[MarioPM2]

Ok, sent!

[MarioPM2]

Jamie,

We've made progress.

I opened the test Untitled project, followed the steps from your email to uncheck boxes (in the Media settings tabs), and closed the app.

That created a .prin file in the project folder root directory called Untitled.prin. There is no .prin for the documentary project file. So, I cannot do as you asked me to do, find it and delete it.

I also succefully (this time) made a new project file and imported the old project into it. Last time it would crash before completion.

Premiere is more stable now. Some glitching and very slow, but no black outs!

I've got two ice packs in the tower and one on top of it.

I also used my Corsair iCue app to crank all fans to "extreme". 

I also changed a Windows graphics setting for Premiere specifically. System > Display > Graphics (Premiere High Performance: OFF, Power Saving: ON) 

Which guage on GPU Utilization is more accurate? AMD's Adrenalin app or Windows Task Manager 

GPU:

AMD Adrenalin = 100% all the time, temps 55-65C

Windows Task Manager Performance = 8-12% on idle, 25-75% on playback of Sony XAVCI colored clips, 10-100% on Mavic Pro Drone clips. Temps 55-65C

Thanks!

[jamieclarke]

Hi @MarioPM2 - This is great news.  Please keep us updated on Progress.  Good luck heading to the finish line.

[MarioPM2]

Which guage on GPU Utilization is more accurate? AMD's Adrenalin app or Windows Task Manager 

GPU:

AMD Adrenalin = 100% all the time, temps 55-65C

Windows Task Manager Performance = 8-12% on idle, 25-75% on playback of Sony XAVCI colored clips, 10-100% on Mavic Pro Drone clips. Temps 55-65C

[MarioPM2]

and one more question abou the .prin files

One was created apparently. "Via-Indo v5.6 - Rough Cut v2.5 New v1.1.prin"

Should I always just delete these?

[jamieclarke]

Hi @MarioPM2 - These files are related to our media intelligence feature.  If you aren't using the search panel then you can delete them.  I don't know much about the Adrenalin app as I always use Windows Task Manager for stats.

[MarioPM2]

I search the transcripts a lot. So should I keep the .prin files?

I've never seen these before and now they're right next to the .prproj files.

[jamieclarke]

Hi @MarioPM2 - .Prin files are new to version 25.2.  Please see this article to learn more about our Media Intelligence feature: Media intelligence and Search panel FAQs

[MarioPM2]

Ok, so when I unchecked the boxes for the visual search in the Media tabs that disabled this new Ai feature. Sound correct? If so, that could have been the final piece to reduce the load on the GPU.

I just edited my doc for 30 min. I thought I was in the in the clear, but in the end I got a black screen for two seconds and then it came back. 

At this point could it be that my system is having a hard time keeping up with new versions of Premiere?