Premiere Continues to Crash

[JP2512]

Hi 

I have an issue where I cannot even get past the opening Project Window now. The latest version is installed 25.3 with an Error Report being generated everytime on opening. As there is a sequence open it continuely shows the 'Media Offline Message. Now the thing is I can do a forced close CTRL+ALT+DEL Task Manager End Task then restart PP and open another completed project from the drop down list and it works fine, playback etc without any crashes. Now I thought I had resolved it earlier as everytime I created a sequence via a preset it had error so I deleted that preset and used another , no real issues. That was early in the project but now I can't even start to work the project as it continues to crash straight up on opening. Wondering if I reinstalled the previous verion would that be any good. The issue I can't fathom is why on a completed project works fine and yet this one continues to crash in the same version.

I am totally lost I just went back to PP to take a screen shot of the opening screen and now it seems to work@#$$%^&( Any ideas???

[jane-e]

@JP2512 

I've moved your post from Creative Cloud desktop to the Premier Pro forum.

Jane

[Chister]

A mi cuando me sucedió algo similar, tuve que abrir la mas reciente copia de seguridad que se generaba automáticamente.

[Chister]

Y esa fué la solución. Evidentemente el proyecto principal se había corrompido.

[JP2512]

Hi

Sorry need to know what language ?

[PaulMurphy]

If Premiere Pro is crashing at the Welcome Screen, try resetting your preferences. This can often resolve startup-related issues:

Reset Premiere Pro Preferences

If the crash occurs when opening a specific project that contains offline media, try the following steps:

1. When prompted, choose Offline to open the project without linking media.
2. Once the project opens, go to File > Link Media to relink your files.

These steps can help you regain access to your project and continue editing.

[JP2512]

Thanks Paul

What I have done is un install the latest version 25.3 and install the earlier version 25.2.3 and so far touch wood has not given me an issue although still early. I had reset the preferences several time but didn't resolve it. When I said on opening project the Off Line Media message was showing from the timeline then crashing straight away. My concern was th error message re the CPUSniffer.exe ,just where does that to go. I am taking the unit to my computer tech tomorrow to get a deep scan for any virus or malware just to be sure and also check for any corrution in the graphic card.

Thanks again for getting back

[caroline_edits]

Hey JP,

Really sorry to hear about the project crashing. 

Does it crash at the same moment during the welcome screen?

Does this happen with all projects, or is it just one that you are working on?

Please let us know, we're happy to help.

Caroline

[JP2512]

Well Firstly I have had the machine away getting a deep scan and driver updates where necessary. It was crashing when we opened the project and tried to start editing. Other times once you had been working for 5-10 minutes. We have had an Error Report mention the Sniffer.exe file error. Other times when opening the Progam window would show Offline Media. This machine is top of the tree build it has AMD Ryzen components, AMD Ryzen 9 7900 CPU & AMD5 MATX Motherboard, so no problem with it working under pressure with TUF-RX7800XT-16GB GDDR6. We are putting our thoughts behind the possibility of our internet data speed is not up there, so waiting for a change over to a higher data transfer to 100mbps. I have the machine back now and doing some work and as yet no crashed but who knows wont have a better idea when we have the faster data speed. Have attached previous Error Report. (Note I always add my email address to the reports)

Cheers

[Ishan Y]

Thanks for sharing the details. The crash issues you've mentioned sound really frustrating. Have you tried checking the "Reset third-party plugins" option in the Reset Options menu?

Please also let us know if your Documents folder or project source files are stored in cloud or network storage. 

We can take a look at the crash reports to see if they can give us a clue on what's going wrong. Please click the "View Report" button on the crash report dialog box to get the report. You can sent it to me through a personal message.

If you aren't seeing the crash currently, you can find the reports at C:\Users\<username>\AppData\Local\Temp\Adobe\GPUSniffer\25.0\SentryIO-db\reports

[JP2512]

Well I currently have my computer in with my tech. He is going through a process of un installing drivers and then trying to recreate the 'error' or at least get it to work all be it without AMD drivers. We are currently moving Cloud bases video clips back to the 'My Documents Folder' folder to help with speed and read / writing. We are also going to add another 64Gb of ram as we can see that Adobe is using a lot of memory. After that I will see what happens. 

Be in touch soon. 

[Ishan Y]

I hope all the changes you mentioned help fix the problem. If they don't, please share the .dmp file with us and let us know your system specifications (OS version, CPU, GPU, RAM, GPU driver version). I'll try to get a better idea of what's causing the application to crash.

[JP2512]

Hi All

Well we havent got the unit back yet and that won't be until Monday now as it is Saturday here at the moment. I have attached the Sales Invoice for the machine which has all the current specs We are both of the belief that the AMD Ryzen and Adobe are not working totally 'together' maybe only in a small way but enough to cause the conflict

[JP2512]

Hi

Well we now have the unit back after much soul searching and trying to find the issue. I will briefly go through what we did in terms of pin pointing issue.

• All the hardware was tested , Graphics Card , Motherboard, SSD Hardrives
• We tried running unit without the AMD Rayon Graphic card installed , only running on the inbuilt graphics
• Removed all cache in PP and even found about 5Gb squirreled away in an edit file?
• Added another  second power cable for Motherboard.
• Added a further 64Gb RAM

Even after all this Premiere Pro would still crash. What was happening even in an 'in progress project' or a new project once you tried to create a New Sequence, crash straight away even before select the type of sequence. This happened consistently every time. We even tried running the PP Beta which worked for a few minutes the crashed. So in the last resort I uninstalled PP latest version and installed previous version and tried and it appears to be holding / working .

We believe it is definately a software issue between the latest driver of AMD and PP latest version 25.3. This has been a real test to see if loyality to a brand/product Adobe can be maintained.  We continually experience subscription increases, bugs ,crashes and stability in the software. 

We as users are Adobes bread and butter and deserve better not burnt toast.

[Ishan Y]

I'm deeply sorry to hear about the frustration you've experienced while troubleshooting this issue. Could you share the email address linked to your Adobe ID through a private message? Please also share any .dmp files you find (C:\Users\<username>\AppData\Local\Temp\Adobe\GPUSniffer\25.0\SentryIO-db\reports). I'll look into this right away.