Premiere Pro crashes when creating or opening any project - cannot use it at all

[johnl82705623]

I just started experiencing a major problem. Whenever I attempt to start a new project, or open any existing project, Premiere Pro hangs and crashes.

Version: 23.3 and 23.2 (I tried to roll back one version to see if it was a problem with the latest one - no luck)

OS: Windows 10 Home

CPU: Intel Core i5-10300H @ 2.50 GHz

GPU: Nvidia GTX 1650 4 GB

RAM: 32 GB

HD: 2 TB Samsung Evo 980 SSD, Internal

GPU is updated to most recent (4/13/23) Studio driver. The problem existed before updating drivers, and persists after the update. Problem also persists after uninstalling and reinstalling Premiere Pro, and restarting computer. Premiere Pro opens, but locks up as soon as the "create" button is clicked, or a project (from either a previous or current version) begins to load. In the case of creating a new project, it does create a file with my chosen name, but that file cannot then be opened. I cannot use Premiere Pro at all at present, which is obviously extremely problematic for me in my work. It's worth noting that the last time I used Premiere Pro was last week, when I experienced no issues like this. The only changes I made to my system since that time was installing two apps that should not be related: Swapface and Elgato Camera Hub.

[johnl82705623]

Just to update with new information:

Premiere Pro continues to freeze and crash with other operations as well. For example, opening up the Preferences menu. I ran Adobe CC diagnostics, and it suggested resetting my preferences. I did so, and the problem persisted. I did it again, same result. I rolled back to version 23. Same issue. I rolled back to version 22. Same issue.

I successfully ran Premiere Pro on a different PC, and although it took longer than usual to create a new project, it still did so. Therefore, the issue is between Premiere Pro and my system mentioned in my previous post. As this is the computer I use most often for work, I really need a fix, and fast, or I'm going to have to reconsider my choice of editing suites.

[johnl82705623]

More information:
I installed the Beta version of Premiere Pro. This allowed me to start a new project and import footage correctly, as well as create a sequence, but it locked up and crashed again when I attempted to open the Preferences menu.

[jstrawn]

This sounds like a very serious problem for you so we want to get it resolved any way we can.

From what I gather so far, you...

• Crash persistently when creating or opening any new or existing project
• Are currently running Pr 23.4 Build 054 on Win 10. And also maybe a beta build like Pr23.5xBeta023
• Reset prefs? Yes, multiple times
• Updated GPU drivers? Yes, for Nvidia GTX 1650 4 GB, drivers dated 4/13/23

Also, I see in your updates that sometimes you can at least get a project + sequence created, but then it will crash when going to Edit > Preferences on win? Also, I see that Pr has worked on a different win system, although not as performant as you would need.

So, first of all, thank you for all the information you have included so far which helps us eliminate a few high level things (like asking you to reset preferences again). At this point, I need to ask you to do a couple more things if possible:
(1) Remove Swapface and Elgato Camera Hub and see if that makes a difference. I know you said they are unrelated but we need to eliminate system-specific variables if possible
(2) Use the message button by clicking on my username and then send me some direct contact info so we can work together on this more quickly

[jstrawn]

@johnl82705623 Do you have any further information for us regarding this problem? We have been unable to reproduce anything like this on our internal systems.

[johnl82705623]

Thank you for your response.

I did follow your previous suggestions re: uninstalling software and resetting preferences, but to no avail. I have to be honest and tell you that I ended up completing my project with Davinci Resolve instead, so I haven't tried to use Premiere Pro since then. I'll check it out with future updates to see if the situation improves.

[jstrawn]

Uninstalling Premiere Pro and deleting preferences were not actually my suggestions for you. It was just that third party software you mentioned that I wondering about. What matters most here is that you were able to complete your project, so I'm happy for you on that account. When you get back into PrPro again, please let us know if the problem persists or not.

[johnl82705623]

By "software," I meant the third party apps. Still didn't have any effect.

[jstrawn]

Ok that's good to know. Thank you for your responses and effort. You're welcome back any time. 🙂