Premiere Pro Crash report

[vinalh95625482]

Hello,

We are currently experience a very annoying crash in our premiere project.

Everytime we open the project, it tries to load in the media in the timeline but always crashes at a certain point.

The crash just gives the message 'Crash report', with this being the detailed description:

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="1.6.4" clientVersion="1.6.4" applicationName="Premiere Pro" applicationVersion="12.1.2" build="69">

<time year="2018" month="10" day="15" hour="12" minute="46" second="30"/>

<user guid="330eca34-602e-4578-afd7-8f4ada5604ac"/>

<system platform="Windows 10 Home" osversion="10.0" osbuild="17134" applicationlanguage="en-us" userlanguage="nl-NL" oslanguage="nl-NL" ram="65490" machine="Intel(R) Core(TM) i7-8700K CPU @ 3.70GHz" model="Intel64 Family 6 Model 158 Stepping 10" cpuCount="12" cpuType="8664" cpuFreq="3696 MHz"/>

<crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x00007FFBBB6F2E7E">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFBBB6F2E7E" symbolname="mp4DemuxSleepParser"/>

<stackStatement index="1" address="0x00007FFBBB6F6D98" symbolname="mp4DemuxSleepParser"/>

<stackStatement index="2" address="0x00007FFBBB6F9030" symbolname="mp4DemuxSleepParser"/>

<stackStatement index="3" address="0x00007FFBBB68D75F" symbolname="mp4DemuxSleepParser"/>

<stackStatement index="4" address="0x00007FFBBB68DBCF" symbolname="mp4DemuxSleepParser"/>

<stackStatement index="5" address="0x00007FFBBB68DE1B" symbolname="mp4DemuxSleepParser"/>

<stackStatement index="6" address="0x00007FFBBB6D1B97" symbolname="mp4DemuxSleepParser"/>

<stackStatement index="7" address="0x00007FFBBB6D58E5" symbolname="mp4DemuxSleepParser"/>

<stackStatement index="8" address="0x00007FFBBB6D59D0" symbolname="mp4DemuxSleepParser"/>

<stackStatement index="9" address="0x00007FFBBB6C0738" symbolname="mp4DemuxSleepParser"/>

<stackStatement index="10" address="0x00007FFBBB6C0B8A" symbolname="mp4DemuxSleepParser"/>

<stackStatement index="11" address="0x00007FFBBB6FF65B" symbolname="mp4DemuxSleepParser"/>

<stackStatement index="12" EndlessStack="TRUE"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x0000000000000100"/>

<register name="RBX" value="0x000000000000020F"/>

<register name="RCX" value="0x0000000000000008"/>

<register name="RDX" value="0x000000003F5E2484"/>

<register name="RSI" value="0xFFFFFFFFFFFFFFFF"/>

<register name="RDI" value="0x0000000000000044"/>

<register name="RSP" value="0x0000001658FAE810"/>

<register name="RBP" value="0x00000000317AD2F0"/>

<register name="RIP" value="0x00007FFBBB6F2E7E"/>

<register name="EFL" value="0x0000000000010206"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>

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<dumpType>

Mini

</dumpType>

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</crashreport>

This started happening when some RED footage on my harddrive got corrupted, I've tried to replace the RED footage with the same clean footage from a backup drive, however this didn't resolve my issue.

When I open the timeline I can see the RED shots being offline, and I can even still relink them, but once the loading of my timeline hits the certain point again, the project still crashes.

Here's a screenshot of the error:

Also, when the error occurs, the media is still being loaded in and I can even scroll through the timeline, I just can't click anything.

Maybe it would work if I could somehow pause the loading of the timeline so I'd have time to relink all the missing RED footage.

Is there anyone that could help me resolve this very annoying issue?

We're on a really tight deadline so help would be so much appreciated.

Thank you!

[Vidya Sagar]

Hi vinalh95625482,

Sorry for the trouble. It seems like an issue with old media cache. Clear all old media cache using the steps in this article and check the issue: FAQ: How to clean (delete or trash) media cache files?

Let us know the status.

Thanks,

Vidya

[vinalh95625482]

Hello Vidya,

First of all thank you for your thoughts, however we've already actually tried this.

What it does is when starting up the project is load the timeline, which now takes longer because the cache is gone, then it gives me an import error and freeze-crashes.

Maybe there's another way?

Thank you

[Vidya Sagar]

Hi vinalh95625482,

Thanks for the info. There is a new update for the application which fixed many issues.

Please update and check if the issue persists.

Thanks,

Vidya

[ssivulka · Accepted solution]

This problem seems to be with systems that have a built-in Intel GPU (probably laptops for the most part.) On a hunch I updated my Intel HD Graphics 630 driver and now everything works without crashing...thank the Lord. Be aware though that you'll still have better performance in Premiere Pro if you disable the Intel GPU from Windows Device Manager. So the bottom line is that I think this was/is an Intel GPU driver problem not Adobe or Nvidia. (Thanks Intel!)