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Premiere Pro 24.1 low memory issue with new PC

Community Beginner ,
Jan 03, 2024 Jan 03, 2024

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I have been editing in Premiere Pro for years and I just got a new computer over the holidays. At first everything was fine, but as time goes on I keep getting this error with every project I open, old and new (see attached). This makes it so I cannot edit projects that are longer full day events, such as weddings. 
 

Premiere Pro just keeps giving me "Low-level exception occured in: ImporterMPEG (Importer:39) errors over and over again. Then every once in a while I get a dialogue box pop-up that says "Premiere Pro is running very low on memory and that I should proceed with caution"

 

I've cleared my media cache, even though I don't think it very full since it is new PC. I have been searching for ways to solve the issue, but can't find a permanent solution.

I am in Premiere Pro 24.1 and have never ran into this issue in the decade plus I've been using Adobe products.  

PC specs here: 

Win10 Enterprise

Version 10.0.19045 Build 19045

System Manufacturer ASUS
System Type x64-based PC
Processor 13th Gen Intel(R) Core(TM) i7-13700K, 3400 Mhz, 8 Core(s), 16 Logical Processor(s)
BIOS Version/Date American Megatrends Inc. 0812, 2/27/2023
BaseBoard Product ROG STRIX B760-A GAMING WIFI
CORSAIR Vengeance RGB 32GB (2 x 16GB) 288-Pin PC RAM DDR5 6000 (PC5 48000)
NVIDIA GeFroce RTX 4070 Ti

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Community Beginner ,
Jan 04, 2024 Jan 04, 2024

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Some further observations:

At first projects of equal size, with footage totalling over 138gb, were fine to handle in Premiere Pro. The importer errors started last week and at first were just annoying, now each project I open is bombarded with the errors to the point where the program freezes and crashes. So it seems like the issue is getting worse. Unfortunately this is way beyond my technical skill to diagnose further. 

 

I am working with. Mp4 and .mov, with resolutions ranging from HD to 4k. I have the predecessor desktop and an older laptop that seem to work with the same exact projects on 24.1

 

The new computer just has the lastest Adobe CC and Steam installed on it. The only I could speculat on is there might be a hardware issue, but I ran a RAM test in the bios and it passed. Adobe is the only program that has given trouble so far. 

 

 

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Community Beginner ,
Mar 29, 2024 Mar 29, 2024

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Hi Paul. Have you find any solution? I'm in the exact same place as you, only that it happened to me on the same computer I've been using Premiere for the past 3 years. It all started with 2024 update tbh.

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Adobe Employee ,
Mar 29, 2024 Mar 29, 2024

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Hey there, @Leonel98A4,

Thanks for the message. Is it possible to get more information for the community? FAQ: https://community.adobe.com/t5/premiere-pro-discussions/faq-what-information-should-i-provide-when-a... That would be appreciated. Let the community know!

 

Thanks,
Kevin

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Community Beginner ,
Mar 30, 2024 Mar 30, 2024

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Hi @Kevin-Monahan . Yes indeed, in fact I just recently posted my case here Re: How to solve the Annoying Low Memory Issue on ... - Adobe Community - 14523579 . 

 

Best,

Leonel

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Community Beginner ,
Apr 01, 2024 Apr 01, 2024

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Hey Leonel, 

Unfortunelty no, I haven't found a workaround other than just using a difference PC. 
I've noticed that this issue seems to randomly happen on certain projects. I'll get the the "memory low issue" then shut the project down and open it back up, and it's fine MOST of the time. I also had one instance where it happened to a v23 of Premiere, which was concerning considering that was my original workaround. 

I ran a few tests and found out when starting a project from scratch, whenever I bring video footage in the project bin I get "generic errors" reported on certain clips. It sometimes happenes to the same clips, but also different ones and all clips where recorded in the same format and work fine on other programs and PCs.
From what I've gathered this issue is very chaotic and happens with no apparent rhyme or reason.
It just seems like the computer tries to handle too much at once, then freaks out, which is odd considering how powerful it is on paper. 

I can some times get around the "generic errors" issue by renaming the clip, but gets very tedious with it happening to 10 plus clips.  

I am thinking it might have something do to with the PC itself though, which concerns me considering it is brand new. I just wonder if there is a setting not set correctly outside of Adobe or possibly a faulty piece of hardware, unfortunelty that is beyond my skill to deduce. All I know is that all my graphics drivers and windows updates are current. 

I am hoping Adobe will just release a new update that will magically fix the issue. Either that or try and see if their customer care can help me out. 


-Paul

PC specs here: 

Win10 Enterprise

Version 10.0.19045 Build 19045

System Manufacturer ASUS
System Type x64-based PC
Processor 13th Gen Intel(R) Core(TM) i7-13700K, 3400 Mhz, 8 Core(s), 16 Logical Processor(s)
BIOS Version/Date American Megatrends Inc. 0812, 2/27/2023
BaseBoard Product ROG STRIX B760-A GAMING WIFI
CORSAIR Vengeance RGB 32GB (2 x 16GB) 288-Pin PC RAM DDR5 6000 (PC5 48000)
NVIDIA GeFroce RTX 4070 Ti

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Community Beginner ,
Apr 01, 2024 Apr 01, 2024

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Hi Paul:

Thanks for replying back! Your specs are pretty good to be honest, much better than my laptop. I don't understand why it happened on me either. As I explained on my post, I tried everything. Now, I'm aware I have to replace the battery since it basically died a few months ago (I'm changing it this month), but i was already working fine with the battery in bad state. I also need to change my RAM up to 32gb, but I if you already have this issue with such powerful PC, I'm not confident it will solve it.

 

My theory here is that it has to do with some saved memory or cache that Adobe doesn't erase or so. At least I have another computer to work on, but I can only use during nights (It's borrowed). We'll see if the battery could solve it or if I find a solution here...

 

 

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Community Beginner ,
Apr 01, 2024 Apr 01, 2024

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That saved memory issue might be a good point. Hopefully that new battery does something for you, but yeah it is fairly frustraining to say the least. When you're hoping for a program you're paying for is essentially plug and play, having to "look under the hood" in the settings makes me nervous that I might make the situation worse. 

 

-Paul

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Community Expert ,
Jan 04, 2024 Jan 04, 2024

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You may want to  go to Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies on your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person. When you get an agent, ask to be connected to the video queue.


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