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Premiere pro cc 2018 & 2019 freezes

Forum|Forum|7 years ago
October 17, 2018
32 replies
75870 views

Hi,

I'm having lots of problems with both premiere pro CC 2018 & 2019 and it started to accrue 3 days ago, before that everything ran smoothly on my computer.

After I had issues with the 2018 version I've decided to update to 2019 to hopefully solve the problem.

The program suddenly freezes with no reason, I can still move the cursor and click on buttons but the source and program monitor are not working. In different cases, it will show me "media pending".

After that, I need to close the program but it won't close until I close it manually from the task manager.

My computer:

Lenovo legion y720

I7

16G RAM

512SSD (The project is on the computer after I thought that maybe the problem is related to my external hard disk)

Geforce 1060 GTX (I've updated the drivers)

I've tried to find a solution online and I couldn't find any, This is a huge problem for me because I'm wasting a lot of time on restarting the program more than 10 times a day.

Thanks,

Ron

Freeze or hang

This topic has been closed for replies.

Correct answer robertd57666407

Hey, after pulling my hair out I finally found a version of settings that work flawlessly. The problem for me sounds like it was related to insufficient RAM speed(not capacity) and a weird codec used for my source files. SO I did the following:

Installed HandBreak, and whatever source files from my camera I have, I converted to MP4, Web Optimized, Aling A/V Start on the Vimeo Youtube HQ 2160 p60 4K preset with the Fast Decode checkbox on Video tab active.

After that, I went into Task Manager and killed everything that uses RAM to let Premiere use as much as possible and as exclusive as possible.

And then in Premiere in Sequence Settings, on The Video Previews section, I choose I Frame the Only MPEG as Preview File Format and I unticked the Composite in Linear Color bla bla bla... thingy.

Now it works flawlessly even for 4k 60fps footage and the quality loss during handbrake decoding and reencoding is unnoticeable (tested on 4 videos).

Hope it helps!

Show previous replies

allnet7346113

Known Participant

i've tried a few things. What i did just now that seemed to help was changing the view in the Project panel. I had it on thumbnail view, but when i changed it back to 'list' view, premiere seemed to be more responsive. Will give an update. Don't know why because i wasn't even close to using my 64gb of Ram.

L

lucies96215132

Participant

Hello, I have some problem. Do you find some solution?

Pls help me

allnet7346113

Known Participant

so far for me, changing the project panel view from thumbnail to list view has helped, for whatever reason. Premiere has become responsive again and hasn't crashed yet.

R

ronbr5252Author

Participating Frequently

So I have a few updates.

I had another session with Adobe support last Thursday and we tried a few things:

1. Update GPU Drivers (It's not the first time that we do that)

2. Minimize thumbnail view to list view (As allnet was saying)

3. Update Premiere 2019 to the latest version

4. Changing the render to "software only" (Again)

I worked for 1 hour and 30 minutes straight with no problems - That's the most time that I managed to work since I posted this thread 2 months ago,

BUT than it crashed after I've enlarged the V1 channel in my timeline so I could see the thumbnail of the clips that I'm editing.

So for now I think that the problem is related to thumbnails in the project panel and in the timeline.

I will try to keep all thumbnails minimized and will update you if it's working.

Mo Moolla

Legend

Hi Ron. I have been reading this thread with great interest. I see you began by stating you had issues with 2018 and thus decided to update to 2019. This in itself tells me a lot. CC2018 is pretty stable and you should not be having problems on it as it has now matured after its original release.

The problem from my experience is not the Adobe software but something non related. You said that you reinstalled your complete OS and are still having issues? If a user reinstalls an entire OS from scratch and then a piece of software suddenly has issues its far from the softwares fault. CC2018 should run beautifully on a newly installed OS.

My gut feeling is that something, somewhere is conflicting with CC and giving you grief. It could be old Intel Drivers, a corrupt BIOS etc etc. This to me sounds like a Windows/Intel Problem. Would you look into rolling back to say an older version of Windows wth a fresh install AND most importantly updating ALL the drivers that shipped with your Lenovo.

Here is the support page for the latest drivers:

https://pcsupport.lenovo.com/za/en/products/laptops-and-netbooks/lenovo-y-series-laptops/y50-70-notebook-lenovo/downloads

When / if you reinstall a fresh OS install NOTHING else beside CC 2018. Leave 2019 alone. Please note this step is very important. Do not load anti virus software, media players, torrent clients etc etc. All that can come later. Also don't install all your 3rd party plugins yet. Let's get PP up and running and outputting so that you are back on your feet first.

Lets work through a process of elimination one step at a time

Let me know

Mo

allnet7346113

Known Participant

I had the same problems with cc2018, it wasn't stable. I updated to 2019 in hoping it would fix the bugs. In fact, it seems like i'm always updating to fix bugs. You would think updates would fix previous bugs. So frustrating.

R

ronbr5252Author

Participating Frequently

Yesterday I had another session with adobe costumer care.

I called them because I had random files in "media pending" status - each time I've opened the project, different files were pending.

When I tried to press those files, the software freezes till I had to manually crash it.

THIS PROBLEM WAS NEW - THE OTHER PROBLEMS I'VE MENTIONED IN PREVIEWS COMMENTS WERE STILL GOING ON.

The session took more than 6 hours - in that time an adobe agent took control on my computer and tried to fix the problem.

They tried many things - I wasn't watching all the time.

They even tried to delete my McAfee antivirus and my Logitech mouse driver.

Each time they called me and asked me to try and crash the software to see if they managed to fix it - Each time I tried it CRASHED.

In the end they just stopped trying and they didn't even call me to let me know, I've waited till 23PM for them to make another phone call but I saw that they have disconnected from my computer without telling me anything.

I appreciate the time they tried to solve the problem but I don't think that Adobe appreciates my time.

I'm trying to fix this problem for more than a month now - I can't take new clients at the moment and I'm losing money - this is my job.

(not to mention 3-4 days of work with adobe taking over my computer)

So what am I trying to say with this long message?

DEAR ADOBE - As you can see there are more than a few people experiencing this kind of problems.

Each as a different spec, different OS, different GPU, different Mouse, different antivirus, Different file format etc'.

PLEASE ACKNOWLEDGE THE FACT THAT THE PROBLEM IS WITH YOUR SOFTWARE AND WE ARE WAITING FOR A SOLUTION ASAP

I really like your products and service but in 2 weeks tops i will have to try my luck with a different service provider such as final cut or Davinci or whatever so I could continue to work and deliver projects to my existing clients.

Waiting for your reply.

Ron

chrisw44157881

Inspiring

help us help you. I haven't seen a single crash log in this thread.

FAQ: How to find Premiere Pro crash logs on Windows?

R

ronbr5252Author

Participating Frequently

I had 3 agents of adobe examine my software for more than 10 hours combined, I think that they probably checked those things themselves.

I'm still waiting for Adobe's response.

Thanks.

G

GavinToobe

Participant

How much video ram (dedicated) do you have on your GPU? I was having a ton of trouble on two computers with 2GB and 3GB of dedicated GPU ram- and then I upgraded to a GeForce GTX 1070 Ti with 8GB ram. That took care of my troubles on that computer.

R

ronbr5252Author

Participating Frequently

My GPU is 6G ram.

Also you can see that many other people with better GPU's experience the same problems.

R

ronbr5252Author

Participating Frequently

I did a costumer care session with a senior manager.

They suspected that the problem is with some MTS files that I had in my projects.

They recommended me to export my MTS files with all of the supporting files that comes with it, with my camera is to export all of the "Private" folder which include supporting files.

I've updated my premiere pro cc 2019 to the latest version and started a new project from scratch.

Now I can say that the program is a bit more stable and I can export files with 90% success.

BUT still the software can freeze and crash randomly and I can't rely on it to work properly.

Costumer care told me that they did everything that they could on there behalf and that the problem might be with any of my other drivers and they also suggested that I will reinstall the software (I already reinstalled my whole computer).

If someone have a solution it will be very helpful.

RBeci1978

Participating Frequently

All the time this is the answer: your problem with other driver or software

RBeci1978

Participating Frequently

And the good answer is: Adobe can't create reliable softwares, what they can do is only collect fees!

B

Byron Cortez

Community Expert

Did you try deleting Media Cache in Preferences?

Byron.

M

MU_ÜR

Participating Frequently

I know you're just a random person working in some sort of a call center, going through the list of responces and phrases given to you by the management. Therefore the only thing i can tell you is this: i hope that one day you will find yourself doing work that benefits you and others around you. Something genuine, real, instead of wasting your life on maintaining the illusion of customer service for a company that clearly doesn't give a damn neither about you nor their customers. I wish you the best of luck in navigating the sad landscape of 21. century capitalism.

T

tadbeavers

Participant

I'm the marketing manager at an international music firm. I do a lot of
video editing work. Thus I use PP, but it's kind of a garbage application.
I dont really know where you are getting these crazy assumptions from.

zechariah

Participant

For me, Adobe Premiere Pro 2019 worked fine until yesterday (I left the program and my computer on all night), when I discovered that two of my 75 clips would not load. Everything else would usually load, except for about 1-2 of my clips. These clips aren't always the same. They're sometimes random. For example, clip 00032 an 00011 might not load when I highlight those clips; even dragging them to the timeline will still not load the clips. If I try "save as" or try closing out of Premiere Pro, it will freeze. The only way to close out of the program is by using Task Manager to end task of Premiere. Then when I try loading up the project again, the same things happen, except the 1-2 clips that don't load can sometimes be different ones; for example, clip 00015 and 00042 don't load, instead of the previously mentioned 00032 and 00011, which work fine.

R

ronbr5252Author

Participating Frequently

Now I am also experiencing this problem.

Each time I open my project different files are "media pending", when I try to left-click on them premiere crashes.

The software is totally unreliable.

No solution yet.

S

Simptai

Participating Frequently

I had the same issues.

I installed the last update and the problem is resolve(d)

B

Benji_01

Participant

last update of Premiere? OS? Drivers? Please be more specific- I'm dealing with same problem... Craving for solution...

R

ronbr5252Author

Participating Frequently

Costumer care took control on my PC twice.

first session took 55 minutes - they try to update my drivers and disable my gefore gtx1060. That didn't help.

second session took about 2 hours - They try to update my audio drivers and to change my monitor setup because they thought that the problem related to the fact that I have dual GPU's running at the same time on different screens. This is not the problem because I changed my monitor setup a few times and it still freezes and crashes. And I'm working with this setup for more than 6 months with 0 problems.

Now I'm waiting for a senior agent to call me and try to help me.

No solution yet.

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