Premiere Pro and Media Encoder constantly crashing

[gmc99]

Sorry for this being a long message.

I have been working on a project for about six weeks and everything had been working fine.

The project is about 50 minutes in length and I was using Proxy Files for the video - MOV QuickTime 1920x1080.

During the past four days or so; I have experienced nothing but crashes in both Premiere and Media Encoder.

My productivity has unfortunately ground to a halt for now.

The video files are all from my Sony Camcorder and 3849*2160 XAVC container, BT2020 HLG; audio stream is 48kHz 16 bits, 2 channel PCM

The main crashes I have been experiencing have all related to exporting the data to both Media Encoder and from Premiere itself.  During the past month I have not tried to do any exports and the editing very rarely had any issues.

The steps I have taken have included:

• Creating a new project and importing the existing project into it.
• Creating a new timeline and then cutting and pasting the data from the existing timeline into it.
• There were a number of mixed kHz in the music and sound effects; I processed all of the files so that they are now 48 kHz.
• Resetting everything by opening Premiere Pro holding the ALT key

Up until yesterday; I had very rarely sent any reports to Adobe but there are some.

Today; I thought I would try and do some actual tests and send the information to Adobe whenever I was able to.

This is what happened today:

Starting fresh from the crash yesterday

Open Premiere Pro holding ALT key

Selected everything but Disable plugins

Sorry an error occurred... needs to close

Sent report to Adobe

Open again holding ALT key

Selected everything but Disable plugins

Opened OK

Import existing project (from prior to the last crash yesterday)

Reattached proxies

Sorry an error occurred...  needs to close

Sent report to Adobe

Open again normally (worked OK)

In order to use End Boost software; ran macro that exports all audio tracks individually.

This worked fine (this time) (Previously I had had issues with Media Encoder exporting the audio files)

Ran End Boost to process and mix audio tracks.  Successfully output WAV file.

Imported End Boost WAV file into Premiere Pro

Export video and the End Boost WAV file “soloed” as 1080p H264

Sent the export to Media Encoder

Premiere crashed by just closing and nothing sent to Media Encoder

Opened Premiere Pro and used the automatically recovered project file

It defaulted to “Learning” workspace and I changed it to “Essentials”

Tried the export again but from within Premiere Pro itself.

At 17% Premiere crashed with the “sorry an error occurred”

Report sent to Adobe

This is where I am at the moment.

Not sure what to do next.

PC Spec

Windows 11 Home 64-bit

96 Gb RAM

ASUSTeK COMPUTER INC. TUF GAMING Z790-BTF WIFI (LGA1700)

Storage for Premiere data 2 x Samsung SSD 990 PRO 4TB

Nvidia GEForce RTX 4060i Graphics card running Driver Version 566.36

Premiere Pro and Media Encoder 25.1 (latest version)

[jamieclarke]

Hi @gmc99 -  Thanks for submitting your bug report. We need a few more details to try to help with the issue.
I see your crash reports it seems it is crashing from Neat Video, AdobeCinemaGrade, and Bitdefender.    Can you make sure you are on the latest version or uninstall and let us know if that helps your issue.

Are you using the Studio Driver version for your GPU?

[gmc99]

Thank you for looking at this.

I have uninstalled Neatvideo and Cinemagrade as I haven't used them for years.  Bitdefender was a bit more difficult as it is my anti-virus and internet security software.   I've removed everything running from Adobe from being checked so will see if that helps.

Yes, I am using the Studio drivers.

I will carry out some more tests tomorrow.

[gmc99]

Update: I used Premiere and did some more work today.

Worked fine:

• Opened existing project
• Exported entire project to Media Encoder
• Encoded successfully
• Reattached all proxies
• Continued editing for about 45 minutes no issues

Drag and dropped clip from Source Monitor to the Timeline

• “sorry an error occurred”
• Report sent to Adobe

Reboot PC

• Opened Premiere pro and it opened a recovered project.
• Clicked on last clip in timeline
• Premiere Pro crashed and closed with no opportunity to send report.

Opened Premiere and it worked fine and I was able to edit again for about 30 minutes.

Closed Premiere myself.

• Opened Premiere and edited for a few minutes adding clip to timeline.
• Moved the scroll bar and then “sorry an error has occurred”
• Report sent to Adobe

[gmc99]

This is sort of a follow up to my previous report see:

https://community.adobe.com/t5/premiere-pro-bugs/premiere-pro-and-media-encoder-constantly-crashing/... 

Although the issues haven't gone away completely; they were considerably better; however I have just started having constant crashes again.

So far; today:

Premiere crashed on opening with an opportunity to send data to Adobe

Premiere app just opened and closed

Exported data to Media Encoder and Premiere crashed whilst exporting

Successfully exported to Media Encoder which ran and then crashed itself

All the technical information relating to my project and installation is the same as in my previous report.

When I was able to send information to Adobe I did so.

I would be grateful if you could look at the reports to see if there is an indication of what the issue is this time.

Thanks

Glenn

[jamieclarke]

Hi @gmc99 - Let me ask the team, I do see a bunch of crash reports in our system.

[jamieclarke]

Hi @gmc99 - Can you try downloading the beta version of Premiere pro currently 25.2.  let us know if you are still experiencing issues.  Thank you for your help troubleshooting.

[gmc99]

Thanks for your message.

The following is what happened with Premiere Pro and Media Encoder Beta versions:

• Opened Premiere - worked fine
• Attempted to run job that exports all the audio tracks individually so I can process them in End Boost
• Premiere crashed closed

• Opened Premiere and it immediately closed
• Opened Premiere and it immediately closed

• Opened Premiere and it worked fine
• Ran job to export tracks
• Premiere successfully created all the jobs and started Media Encoder
• Media Encoding started and then crashed
• When ME crashed Premiere also crashed

• Opened Premiere and it opened the recovered Project File
• Resaved the file
• Ran job to export tracks - jobs sent correctly to Media Encoder
• Media Encoder started and processed 3 of 9 WAV files
• On file 4 it crashed when preparing track 4
• Premiere Pro then crashed too

At no point was I ever given the opportunity to send information to Adobe

I hope that helps.

Glenn

[jamieclarke]

Hi @gmc99 - That is strange you are not getting a crash dialog box.  Can you navigate to the Premiere Pro (Beta) folder in your Program Files.  There will be an app labeled AdobeCrashReport can you open it and make sure "Always show this dialog is checked.

[gmc99]

I've run AdobeCrashReport on all the Adobe software folders and in every case the "Always Show This Dialog" is already ticked.

[IanB_360]

Hi @gmc99 ,

Could you file share the Premiere Project with me so I can take a look at it? Right now I would not need the media, just the project to see if anything can be figured out by trying to open it on another system. Just message me here with any file transfer of your choice and we can look into it.

Thank you

Ian

[gmc99]

Done and on its way.

[gmc99]

I continued editing yesterday and had a few more crashes and I send reports to Adobe.

Today; I opened the project and it crashed; opened project and Premiere closed; opened it again and the third time it worked.  Reports sent to Adobe.

Continued editing for 30 minutes and it hung whilst scrolling through time line and then crashed.  Report sent to Adobe.

I have copied the entire project to my drive that I have given you access to.

I have also updated the data to reflect any changes since I made the original copy.

[gmc99]

Hi

I just wanted to check that my issues were being looked into as I haven't heard anything or a response to my recent posts here or the personal messages I sent.

Thanks

Glenn

[IanB_360]

Hi @gmc99 

Yes looking at the project file you sent me. I will get back to you soon.

Ian

[IanB_360]

@gmc99 Is there one task you have noticed that crashes the project more than others?  I see you have problems with dragging and dropping clips to the sequence, opening the project , and exporting files. How long can you work before you notice it crashes?

Ian

[gmc99]

Thanks for your message,

Exporting seems to give me most problems although the dragging clips into the timeline also causes issues.  It does seem to vary and there's no real pattern. 

Today I was editing using the normal version of Premiere for about an hour was editing the text of the scrolling end credits for my project when the PC had a BSOD.  Following that; Premiere successfully opened the auto saved project with no issues.    Whilst still editing the text of the scrolling credits; Premiere just closed on me.  No opportunity to send report. 

I have just synchronised the data from my PC to the Google Drive I gave you access to and the project file "MA24 Part 2 01-21 Recovered" from 14:54 was saved by me shortly before the latest crash.  I haven't opened the file again since this happened.

[gmc99]

Another day of editing and today I actually made a note of what happened.

• Edited project for 20 minutes - all fine

• As I wanted to add some audio to track 6 in the "Essentials" workspace; I moved the project panel out of the main screen 
• I increased the height of the timeline window - Premiere crashed and report sent to Adobe

• Project reopened and Premiere closed - no messages displayed
• Project reopened without issue but there was a red error message displayed  "A low-level exception occurred in: MXFOP1a (Exporter:4)"
• Increased height of timeline window - no issues

• Continued editing for an hour

• Scrolled backwards through timeline and Premiere crashed - report sent to Adobe
• Opened project again; no issues but a red error "A low-level exception occurred in DNxHR/DNxHD MXF OP1a (Exporter:4)"
• Moved the properties out of the main area so it was in its own window and Premiere crashed - report sent to Adobe
• Opened project again and Premiere crashed - report sent to Adobe

• Rebooted PC

• Opened project and Premiere crashed - no opportunity to send report
• Opened project again and it was opening an automatically saved file and it crashed and closed - no opportunity to send message
• Opened project again and it worked fine although red error "A low-level exception occurred in DNxHR/DNxHD MXF OP1a (Exporter:4) message"
• Saved file again with a new name and continued editing for about 20 minutes without issue.

Phew

[gmc99]

Today's saga.

Opened project and edited for about 20 minutes.  All fine.

I sensed something wasn't quite right as Premiere not as responsive as normal so I saved the project.

Opened project and Premiere crashed - report sent to Adobe

Opened project and Premiere crashed closed - no opportunity to send report

Opened same project in Premiere Beta and it opened fine.  After about 30 seconds it just closed with no opportunity to send report.  In fact on my PC Premiere didn't even have the focus when it crashed as I was looking at an Excel spreadsheet.

Opened project in Premiere and it opened fine.

I was editing a long scrolling list of end credits for my video.  It was fine for a while but then Premiere closed with no opportunity to send report.

Following this I thought I would check the integrity of the SSDs I use for the software and data.  Using Samsung Magician I was able to verify that all the SSDs were working fine.

I also went through the Windows Event Application logs to see if there was anything there for Adobe applications.  There were some so I extracted all the Adobe ones I could find and have created a document with the information and put it on the drive I've already given you access to.  I've updated all the data there too so it has everything I was using for the editing.

[gmc99]

Another day.

As I had always previously been opening the projects via Windows Explorer by right clicking on project I thought I would see what happened if I opened Premiere from CC Desktop.

It opened Premiere and crashed without opportunity to send report to Adobe

Opened Premiere from CC Desktop; selected project stuck third through left it running 30 minutes and still stuck.  Cancelled project opening; tried to close Premiere and it crashed – report sent

Opened project from Windows file explorer – opened without issue

Ran macro to export all audio tracks for End Boost processing.  Ran fine.

Media Encoder opened and started processing first one and after a few seconds it crashed – report sent to Adobe

As I haven't heard anything for days; I was wondering if you were still looking into my issues and whether you want me to continue reporting what is happening.

[AidanEdits]

Hi @gmc99 

I had an issue shortly after updating to 25.1 which shares a few similarities with the issue you're having (though not exactly the same). What finally fixed it for me involved digging into my program files and removing problematic plugins from Adobe's common plugin directory. I see you have already uninstalled the plug ins listed in the crash report, however I would also check the folder containing your plugins (C:\Program Files\Adobe\Common\Plug-ins\7.0\MediaCore) to ensure there aren't any files related to those plugins lingering in the plugin directory. If there are, move them outside of the Adobe program files folder or delete them if you are absolutely certain they are not needed. As for Bitdefender, if you have uninstalled it and are still experiencing issues, it might also be worth looking for any lingering Bitdefender files or folders on your system that may not have been removed while uninstalling. Bitdefender does have some history of causing issues with Creative Cloud programs, but if it is the cause of the issue it would be unusual that you didn't recieve any notification from Bitlocker if it had been blocking anything. I'll reiterate, make sure you are certain before moving anything, and if you are deleting a file, even if you're certain you don't need it, I'd suggest keeping it stored elsewhere for a few weeks before actually deleting it in case it causes some issue later on that isn't immediately apparent. I make no promises that you'll find anything or that this will work for you, but I figured I might as well mention it because of the similarities to the issue I experienced. Best of luck.

[AidanEdits]

My previous reply mixed up Bitdefender with Bitlocker, so any mention of Bitlocker is intended to be Bitdefender.

[gmc99]

Thanks for your help; I will have a look

[gmc99]

Loads more crashes and reports sent today to Adobe.  I temporarily disabled Bitdefender just in case that was affecting things.

I've decided to reformat my C drive and reinstall Windows and everything else.

I hope to have this done tomorrow.

[gmc99]

Since my last reply.....

I loaded the Premiere project into Audition so that I could export the audio tracks separately and then process them in End Boost.

This worked fine; no problems.

I then opened the project into Premiere and imported the End Boost wav file.  I saved the project and it crashed.

I then thought I would see if I could export just the video from my project and then I would merge separately using other software the video and audio.

Exported the video by sending it to Media Encoder.  It ran for a while and then crashed.

Tried doing the export from within Premiere Pro and it ran and crashed too.

Wherever I was able; I sent reports to Adobe.