Premiere Pro Crash with new laptop

[Paul4nd]

Ive been using PP for a few years without issue on a macbook with M1 16gb, but recently Ive been editing 360 4k and it couldnt cope, so I shopped around and although wanted to get an m2 pro chip, it was a little out of my price bracket so went for an asus vivobook, ultra 9, 32gb ram, intel arc graphics. i installed PP v 24.6.1 and as soon as I click import it comes up with a crash report screen. 

In my research Ive uninstalled all adobe restarted and reinstalled, installed several earlier versions, deleted media cache, upped the ram to pp in preferences. I spent 2 hours with IT at the uni but to no avail. I can see it runs the 360 4k well because I sneakily dragged and dropped some of the files to PP and it played, but then i cliecked import and 'crash'. 

Any ideas?

System Information
------------------
Time of this report: 9/18/2024, 21:17:07

Operating System: Windows 11 Home 64-bit (10.0, Build 22631) (22621.ni_release.220506-1250)
Language: English (Regional Setting: English)
System Manufacturer: ASUSTeK COMPUTER INC.
System Model: ASUS Vivobook S 15 S5506MA_S5506MA
BIOS: S5506MA.312 (type: UEFI)
Processor: Intel(R) Core(TM) Ultra 9 185H (22 CPUs), ~2.5GHz
Memory: 32768MB RAM
Available OS Memory: 32252MB RAM
Page File: 13490MB used, 23882MB available
Windows Dir: C:\Windows
DirectX Version: DirectX 12
DX Setup Parameters: Not found
User DPI Setting: 192 DPI (200 percent)
System DPI Setting: 192 DPI (200 percent)
DWM DPI Scaling: UnKnown
Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Not Supported
DirectX Database Version: 1.6.1
DxDiag Version: 10.00.22621.3527 64bit Unicode

[Rach McIntire]

Hi Paul, 

That sounds frustrating.  Thanks for all this info as well.  A couple more questions, what file format are the files?  Are they very long/ large?  What version of Premiere were you using when Import was working?  

You said you are able to drag clips and they work, is this a good workaround for now?

[Paul4nd]

HI, Thanks for the fast reply.

The issue means that it crashes rregardless of having a project up or not. When I got it to work briefly it was after removing the media cache but it wasnt for long before it crashed. then when I opened it again, I clicked import and it crashed. The files were Mp4 recorded from a 360 camera, but I tried it with simpler mp4 files and it even crashed while I was in preferences at one point. The version was the latest. I did try the previous 5 versions but the same happened.

SInce writing this I have a temp solution it seems, I tried the reset preferences and this time i ticked the 'reset plugin loading cache' & 'disable third party plugins and it seemed to work, but i closed the program and reopened it and it crashed, so I reset them again and it seemed fine. This indicates that its a 3rd part plugin, but I cant see where they are, currently looking for them.

Thanks

Paul

[Paul4nd]

Found where the plugins are in effects>manage video effects but there are no installed 3rd party plugins. Ive tested the remove 3rd party plugins only and it will work until I restart premiere and I've chosen disable all under the effects tab and as there are no plugins it still crashes.. The options says '(One time only)', what I need is an 'everytime' option, as opposed to one time. 

[Kevin-Monahan · Accepted solution]

Hi Paul. - @Paul4nd,

Sorry for the trouble. Have you tried updating your Intel GPU driver? Check out: https://www.intel.com/content/www/us/en/products/sku/227954/intel-arc-a750-graphics/downloads.html?l....

Let us know if that helps you.

Cheers,

Kevin

[Paul4nd]

Hi Kevin, I did update it last week after I got it, but I see this update was a few days later and so Ive downloaded it and installed and tested and its not crashing anymore. Thank you so much, really appreciated.

Regards

Paul

[Kevin-Monahan]

Great @Paul4nd!

Let me know how it goes. I'll move this thread into the Discussions forum for further troubleshooting (if you need it).

Thanks,
Kevin