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Question

Premiere Pro crashes when zooming and moving a clip (Win10, NVIDIA RTX 3070)

Forum|Forum|3 years ago
January 30, 2023
8 replies
7609 views

Hello Adobe community!

I hope that this post can help some users who are having similar problems: My Premiere Pro (Windows 10, very powerful gaming computer, NVIDIA GeForce RTX 3070, 32 GB RAM ) almost always crashes when zooming a video. Especially when I want to MOVE a clip manually, the program crashes almost every time. Furthermore the picture is flickering sometimes after a lot was happening on the preview screen.

I recently received a "System Compatibility Report" stating that the problem was with the program "NVIDIA GeForce Experience" is located and you should end it so that Premiere works properly again. It says the following: "When running your Adobe application on machines with NVIDIA cards, there is a known bug in the latest NVIDIA drivers which can cause the application to crash. Please refer to the linked article for the latest information, including possible workarounds or solutions. URL: https://helpx.adobe.com/premiere-pro/kb/crashes-after-updating-nvidia-latest-drivers.html"

Unfortunately, that didn't help for me either and the crashes continue, also after I restarted Premiere Pro and changed the Windows settings to the selected the highest priority for this program. Also I started Premiere as an Administrator and gave it the highest priority for the full GPU performance. I also deleted the cache and cleaned up my Adobe programs. Furthermore I changed the Creative Cloud programs location from my fast internal drive to super fast Samsung 970 EVO Plus SSD. As well I updated the Windows drivers, NVIDIA Drivers and updated Premiere Pro to the latest version.

There shouldn't really be any problems of this kind with this strong Computer an RTX 3070 and after trying so many different ways for already weeks now, unfortunately I don't know what to do anymore. I hope that someone d can help in this forum and the post may also help other users!

Thank you in advance and best regards!

This topic has been closed for replies.

Stephan25752267vrjeAuthor

Participating Frequently

Hello Forum-People,

does anyone have another idea, what the problem could be? My Adobe is still constantly crashing and makes my work being super ineffective. Is there any possibility, to contact the Adobe Support via phone or chat? I'm not willing to waste more time and energy with trying to fix weird issues.

Now suddenly a new Error appears every few seconds: "unable to draw image. gdi status: value overflow"

Does that have to do with the source of the problem??

Thank you in advance and best regards,

Stephan

Peru Bob

Community Expert

Is there any possibility, to contact the Adobe Support via phone or chat?

By @Stephan25752267vrje

Please go to Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies on your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person, and then ask to be connected to the Video Queue when you get a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

or Twitter:
https://twitter.com/AdobeCarers/

Stephan25752267vrjeAuthor

Participating Frequently

Also now I tried another idea:

After I read in this Discussion in this Forum, I searched for "Blackmagic" Apps on my computer. I found "Blackmagic RAW Common Components", and deinstalled it. Unfortunately also didn't work - Adobe Premiere Pro still freezes. But worth a try...

Does maybe someone else has another idea to solute the problem?

Thank you very much in advance!

Peru Bob

Community Expert

Probably not the issue, but how much free space is on your drives?

Stephan25752267vrjeAuthor

Participating Frequently

Thanks for your Answer! This I also already checked, should be fine:

Adobe Premiere Pro (and all other Creative Cloud Apps) were before at Volume D and in terms of trying to solve the Freezingproblem, I changed the location to the faster Samsung 970 EVO Plus SSD. Unfortunately didn't make a difference...

Peru Bob

Community Expert

Try installing the Premiere Pro Beta version from the CC app and see if that works for you.

Stephan25752267vrjeAuthor

Participating Frequently

Hey Peru Bob,

Thank you so much for another very good idea to solute the problem!

I installed the Beta Version:

But again... After a few Zooms, also this froze:

Does that mean, that the Problem is not Adobe Premiere Pro but my computer? Or is it possible, that there's an overall problem with my Creative Cloud e.g.?

Thank you and best regards,

Stephan

Stephan25752267vrjeAuthor

Participating Frequently

Thank you Kevin! Here's the MediaInfo Tree View of one of the Clips. The really big ones I already deleted, but this short one has the same details.

Kevin J. Monahan Jr.

Community Manager

Hey, Stephan,

Thanks for going to the trouble posting that screenshot. I can't see anything out of the ordinary except the duration of your other files. Tell me, how does this shorter file function when trying to import? Let me know.

Thanks,
Kevin

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio

Stephan25752267vrjeAuthor

Participating Frequently

Hey Kevin, thank you for your patience! I now have a longer Clip of the same way and settings of recording:

This is still not the biggest possible, but already one of the Clips, that I will cut down extremely and make a ~40sec video from it. Here I will also use some Stockvideos, texts, pictures, music, sound effects and so on.

I just opened up a completetly new Project, set up the Format, Audio and everything and instantly created a Proxy File of the above clip. After zooming in and out a little bit and moving the marker on the timeline, Premiere Pro again froze...

Do you see any other red flag in this process, or with the file used?

Thank you very much in advance!

Kevin J. Monahan Jr.

Community Manager

How frustrating, Stephan. The clips are 100GB. That sounds like a red flag. Can we have full details? I like to use MediaInfo, which is a free download. Show a screenshot in "tree view" so the community can evaluate it.

Thanks,
Kevin

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio

Stephan25752267vrjeAuthor

Participating Frequently

Now I had another good idea to solve the problem: I started using Proxy Files (because the original Clips that I'm working with are up to 100GB big. Unfortunately this also didn't work and Adobe still keeps freezing. Maybe someone has another idea like that? Thank you in advance!

Stephan25752267vrjeAuthor

Participating Frequently

Does someone have another idea? The problem still accurs all the time and I have no clue why. Thank you in advance!

Kevin J. Monahan Jr.

Community Manager

Hi, Stephan,

Thanks for the thread. Sounds very frustrating that the report didn't help you. Through my travels on the internet recently, I know there may be an issue with your Samsung drive and the firmware. See this article and let us know if it works.

Cheers,
Kevin

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio

Stephan25752267vrjeAuthor

Participating Frequently

Hey Kevin,

thank you for this idea! I updated the driver, but it didn't change the problem unfortunately. But it was worth a try.

Best regards,

Stephan

Ann Bens

Community Expert

Go to the Nvidia site and download the latest driver. Adobe bugs have been fixed.

https://www.nvidia.com/Download/driverResults.aspx/198730/en-us/

Stephan25752267vrjeAuthor

Participating Frequently

Hey, thank you very much for your fast reply! Unfortunately - as I already texted above - I already updated the NVIDIA-Driver to the latest version. Anyway I did it one more time and now via your link, but doesn't help: Premiere still crashes almost all the time when I'm zooming and especailly when manually moving (by clicking "Motion") a clip. Does someone has a similar problem, or an idea, what the cause could be? Thank you in advance!

Stephan25752267vrjeAuthor

Participating Frequently

Did you install the Studio Driver 528.24?

Do a Clean Installation (choose Custom) and don't install GeForce Experience. You don't need it.

Yes, I installed the Studio Driver 528.24. Before I didn't choose Custom and didn't make a clean Installation. I got already hope, that this might be the solution. But after doing this and restarting my Computer, unfortnuately Adobe still freezes when I zoom or move clips.

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