Premiere CC 2018 keep crashing when import files!

[Starryh]

No matter I drag files, double clip or use the media explorer, Premiere will freeze immediately. even I import a LUT from Lumentri. anyone have the same problem??

My Laptop is Windows 10,

CPU I7-7700 HQ

GPU Nvidia 1070GTX

16G RAM

1T Hard Drive + 240 SSD

every driver update to lastest version.

[kulpreet singh]

Hi Starryh,

I am sorry that you are not able to use Premiere pro because of this frustrating issue.

You are able to start/create a new project, but importing any media or Lumetri effect cause crash. Right?

If so, is this issue specific to a media type? Have you tried importing media from a different location?

Try this: open your project, click on File > Project settings > General & change the video renderer to ' MPE Software Only' and delete previews. Let me know if that makes any difference.

Thanks,

Kulpreet Singh

[Werner Brix]

delete previews?
don't understand...

[kulpreet singh]

Hi Werner,

When you change the video renderer (in the Project Settings) if you get the option to delete previews, select yes.

Thanks,
Kulpreet Singh

[Werner Brix]

There is no option to delete previews. Even when I change the renderer. I am confused...

What helped: I changed to "list view" in the project settings to avoid any preview. I also close Ae when I change to Pr and reverse.
When I work that way Pr seems stable. Before that I had to reboot to be able to import.

[teddyg48238841]

ATTENTION EVERYONE!!!

IMPORT YOUR FILES DIRECTLY FROM THE MEMORY CARD THEY WERE FILMED ON!

WORKED RIGHT AWAY, I HAD TO RE-INSTALL, FACTORY RESET MY COMPUTER AND NOTHING WORKED UNTIL THIS!

[Wes Howell]

Happy to lend a hand here.  Need more info.

Some on the thread have indicated that they eventually tracked the issue down and it was a corrupt .mp4 file.

For those that are crashing on import, can you try breaking things down a bit more and attempt importing one file at a time?

It would be very useful if we can determine if this is related to a particular file type.

For those still experiencing issues, please provide more info on OS, file format and other useful details.  

[emila8926180]

I had that problem a few days ago. But now it's gone. What I made? I switched preview to MPE, cleaned cache and then switched back to CUDA. Now I can normally import through the Explorer.

[campbellk1293782]

Ok I fixed this by disabling Creative Cloud Update manager in task manager.

Had some issues with other programs and disabling the background running update manager usually fixes these kinds of problems.

I doubt though it's a complete fix, will update if it breaks again.

[Bruno Scars]

Hey guys, I think I found a fix. Since I've had a slightly different problem than most of the other posters on this form, I'll explain my problem first.

Essentially, every time I tried to import a file, the program would crash. This would happen upon just opening the file explorer to select the file. It would freeze up and I'd get the endless cursor before finally getting a "Wait or close" prompt. Normally I would be able to start a new project, import a file or two, save and close. But every time I came back and opened the project to work further, the import crashing made it impossible.

Well, I'm in school for computer science and information technology, and certain cues led me to believe the problem originated with the different CC processes getting messed up somehow. Can't exactly explain what the cues were, but after being around computers your whole life, you learn things that you just can't otherwise describe.

Anyway, a working fix that I found, at least at this point, is to, after every use, go to your Task Manager and check the background processes. If ANYTHING related to Creative Cloud is still running, manually close it out. This includes Core Sync, CCXProcess, CCLibraries, Adobe Update Service, and of course, the Creative Cloud program itself. The Adobe CEF Helper needs to be closed through the Adobe Creative Cloud tray icon, which should be right below it in the process list. I tried this on a hunch and after doing so was able to open Premiere and import with zero problems. I think it's the CC Desktop program causing issues. Strange though, because it only happens with Premiere, and no other CC programs for me.

I did test this method twice, and it worked both times.

Let me know what you guys find out!

[timv77819051]

Hey, this worked for me!  Too bad someone from Adobe - the people who actually make this software, couldn't find the answer to this. Thank you, Bruno!

[GGreathouseKV]

I've tried the trick of logging in and out of Windows, but that doesn't help. I updated to 13.0.1 build 13, and the problem has crept up again. How many months is this now? The fact that Adobe is so non-committed to fixing this bug is telling, I actually have started recommending the Mac/Final Cut solution to people because of this problem and lack of support.

[chrisdm1]

Hi guys,

I have the same issue.

I don't have a perfect fix but a get around solution.

It seems like once I import a file correctly it is more likely that it will start importing from that point on wards.

So, when I start Premiere, if I click file->import. It crashes.

But, if I drag a file from a folder on my PC to the files in premiere it seems to accept that.

Then when I click file->import for more files, it works.

I make no guarantees, but it's worth giving it a shot.

All the best.

[jacet82022748]

So no resolution on this? Wow nice work Wes and Adobe! You guys are super helpful.

[Wes Howell · Accepted solution]

Hello,

I have worked with several users on this thread including directly and via e-mail.

More than one issue is being reported here and some still require more information and more investigation.

This thread really should be branched off so we can focus on specific issues. Too many variables involved and difficult to troubleshoot over a thread.

Jace, with a quick glance, I don't see any info related to your issue.  Sorry if I missed this.  Would you like me to help put you in contact with support so we can work with you on some troubleshooting?

You can also open a case with support via call or chat at this link: https://helpx.adobe.com/contact.html

[Kevin-Monahan]

Thanks for responding, Wes. I'll branch the threads off.

Thanks,

Kevin