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Premiere Pro Closing/Crashing when playing playback

Community Beginner ,
May 16, 2024 May 16, 2024

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Hi I am currently running Premiere Pro 24.3 and have run into an issue where I can load premiere, change settings import ect. But when it comes to playing what is on the timeline Premiere just closes, no crash screen or anything just closes, I have uninstalled, tried other versions, restarted pc, reset preference and workspaces and I have no idea what to do..

Specs:
GPU: 4080
Ram: 64gb
CPU: i9 13900KF

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Crash , Editing , Error or problem

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Community Expert ,
May 16, 2024 May 16, 2024

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Hello,

Please ensure that your graphics card drivers are up to date, as outdated drivers can cause crashes. Use the CleanupTool.exe from the link below to completely remove your GPU drivers. Then, install the latest studio-ready drivers. During the driver setup, make sure to check the "Clean Installation" option.

Cleanup Tool Download

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Community Beginner ,
May 16, 2024 May 16, 2024

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All my Drivers are up to date, I will do this clean installation now because I am willing to try anything at this point.

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Community Expert ,
May 16, 2024 May 16, 2024

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Please update us after you complete this process.

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Community Beginner ,
May 16, 2024 May 16, 2024

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Still doing it 😞

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Community Expert ,
May 16, 2024 May 16, 2024

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Okay, if the clean installation doesn't work, back up your projects and follow these steps to uninstall Adobe Premiere Pro using the Adobe Creative Cloud Cleaner Tool:

Download the Cleaner Tool: Adobe Creative Cloud Cleaner Tool Download

Save and Run the Tool:

Click "Save File" to download it.
Right-click the downloaded file and choose "Run as Administrator".
If "Run as Administrator" isn't available, double-click AdobeCreativeCloudCleanerTool.exe to run it.
Follow the Onscreen Instructions: How and when to use the Creative Cloud Cleaner tool | Advanced stepsAccept the Adobe End-User License Agreement: Type y to accept (or n to decline). Press Enter.
Type the number for the option you want to select and press Enter. For example, type 4 for CC Apps if you want to uninstall a Creative Cloud app.
Remove the App:

Select the app you want to remove by typing the number that corresponds to it, then press Enter.
If you have file syncing issues, you might need to remove Adobe Content Synchronizer. Type 1 or 4 and press Enter, then select Adobe Content Synchronizer and press Enter.
Confirm you want to remove the entry: Type y and press Enter.
Fix Host File (Optional):

If you're having trouble connecting to Adobe's servers, repeat the steps to fix your host file. After accepting the End-User License Agreement, type 12 to select the host file option.
Confirm you want to fix the host file: Type y and press Enter. The Cleaner Tool will create a backup of the host file (named hosts_bkup) in the same directory.
Complete the Process:

When you see "Adobe Creative Cloud Cleaner tool completed successfully," press Enter.
Restart your computer.
Reinstall Premiere Pro:

Once your computer has restarted, reinstall your Creative Cloud or Creative Suite applications.
Please let me know how it goes!

 

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Community Beginner ,
May 16, 2024 May 16, 2024

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Sorry, how exactly do I backup my projects? Does this cleaner wipe all my projects??

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Community Expert ,
May 16, 2024 May 16, 2024

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No worries! The Adobe Creative Cloud Cleaner Tool does not delete your project files. However, it's always a good idea to back up your projects before making significant changes to your software environment.

 

To back up your Premiere Pro projects, start by finding your project files (they typically end in .prproj) and copy them to an external drive or cloud storage. Next, ensure you also copy all media files used in your projects, including video, audio, and images, to the same backup location. Don't forget to export any custom presets or keyboard shortcuts you've created. Once your projects are safely backed up, you can proceed with using the Adobe Creative Cloud Cleaner Tool without any worries about losing your work.

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Community Expert ,
May 16, 2024 May 16, 2024

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What kind of file formats were you working with in your Premiere Pro when the crash occurred?

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Community Beginner ,
May 17, 2024 May 17, 2024

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The Cleaner tool didnt work it is still doing it, and I am working with MP4 files, which I have always worked with in the past and have had no troubles.

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Community Expert ,
May 17, 2024 May 17, 2024

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I'm sorry to hear that the Cleaner tool didn't resolve the issue. It's puzzling, especially since you've worked with MP4 files without trouble in the past. Could you please share more details about the source of your MP4 files and the codec used in those files?

Have you tried using other formats like MXF or QuickTime ProRes to see if the issue persists?

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Community Expert ,
May 17, 2024 May 17, 2024

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Additionally, you can navigate to Preferences > Media and verify if the last two options, H.264/HEVC hardware accelerated decoding and H.264/HEVC hardware accelerated encoding, are enabled.Screenshot 2024-05-17 113110.png

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Community Beginner ,
May 17, 2024 May 17, 2024

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What more details would you like to know about the MP4 files and how would I find what codec?
I have tried using proxies but it still does the same thing..
Those 2 settings are enabled

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Community Beginner ,
May 17, 2024 May 17, 2024

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Found out the video codecs for the files im using, they are: H264 - MPEG-4 AVC (part 10) (avc1)

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Community Expert ,
May 17, 2024 May 17, 2024

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Which version of Premiere Pro are you using? Have you tried using an older version to see if the issue persists?

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