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Participant
July 24, 2019
Answered

Premiere Crashes with Second, External Monitor

  • July 24, 2019
  • 2 replies
  • 1914 views

I've searched high and low for any clues on this. Maybe someone here will have an idea what to try next.

I'm on a new Dell Windows 10 laptop. I've been on Mac for the last ten years, so I'm struggling with Windows, to be sure, but-- I'm experiencing a consistent crash every time I try loading media into Premiere Pro.

The crash happens anytime I try navigating to media in the Media Browser tab, or if I drag media files into the project. There's a brief spinny-mouse-cursor and then Premiere is unresponsive and needs forced closing.

I've isolated the cause to the following:

  • If I set the laptop to "Second Screen Only" (so the external monitor is the only monitor active) it will crash.
  • If I set the laptop to "Extend" (so the laptop monitor is still active) and I set the external monitor to be the Primary monitor, it will crash.

If instead, I set the laptop to "Extend" and leave the Primary monitor set to the laptop, it runs just fine. But this is an annoying solution. (The laptop monitor is itty bitty I'd rather disable it, or have it be an ignored, secondary screen. Also, if I run Premiere without the second monitor everything runs fine.

I suspect it's not the media as PPro can load it without issue under the right conditions. I've updated all drivers I can, including graphics. I've updated the laptop's BIOS. I've reinstalled Premiere Pro.

Details on the system and software:

Dell XPS 15 7950, x64 i9 8core, 32GB Ram, SSD drive, Intel UHD Graphics 630 (built-in), NVIDIA GeForce GTX 1650

External monitor - LG D3100 running at 3840x2160

Premiere Pro version = 13.1.3 (build 44)

Any help or guidance is greatly appreciated!

This topic has been closed for replies.
Correct answer Sumeet Kumar Choubey

Hi Cira_Dan,

Sorry to hear this. Have you tried disabling the Intel UHD Graphics 630 from the device manager (Open Device manager > Display adapters > Right-click Intel UHD Graphics 630 > Disable device) and checked if it's working properly? Let us know, we’re here to help.

Thanks,

Sumeet

2 replies

Sumeet Kumar ChoubeyCommunity ManagerCorrect answer
Community Manager
July 24, 2019

Hi Cira_Dan,

Sorry to hear this. Have you tried disabling the Intel UHD Graphics 630 from the device manager (Open Device manager > Display adapters > Right-click Intel UHD Graphics 630 > Disable device) and checked if it's working properly? Let us know, we’re here to help.

Thanks,

Sumeet

Cira_DanAuthor
Participant
July 24, 2019

Sumeet,

Wow! That appears to have worked. Premiere Pro no longer crashes. So far so good, anyway.

This solution did introduce a new, weird side effect: Google Chrome became very slow and laggy. One quick Google search later, though, the recommendation of "turning OFF hardware acceleration" in Chrome appears to fix the lag issue.

Hopefully I'm all good now. Fingers crossed!

Thank you for your help!

Cira_DanAuthor
Participant
July 24, 2019

Thank you, John, for the reply. The posts you're referring me to are all from 2012. Not sure they will help with Windows 10 and/or a current laptop?

Unless you're simply trying to get me to understand the cause is likely the BIOS?