Premiere Pro not responding on import (WIN)

[fabiohosoi]

I think this point of view is valid, but its not completely accurate. Im working in a project with straight from the cam  a7s2 and fs700 files, after effects and some png made with ps and ai. And... With this project im facing the same eventual problems. Im not an expert with h264/h265/mov encoding and stuff, but im pretty sure that theyre not poorly encoded. And if the workflow is to re encoded everything .. Lets go back to final cut 7 and pro res workflow.

[Wes Howell]

Thanks for the feedback.  I hear what you're saying.

I think the general recommendation was to re-encode specific types of footage that prove to be problematic.  Sometimes this is good practice for things like funky screen recordings or certain types of variable frame rate footage.  So many sources out there.

As stated, I'm happy to take a look at particular files.

In your case, more details would help understand the issue and I'm happy to help here.    What do you mean exactly by "same eventual problems"?    Do you get any crashes and could you possibly share those logs?   Is the issue specific to import?  Are you importing a folder with lots of varied asset types?    

Wes

[fabiohosoi]

The problem is the same that everyone here is complaining. SOMETIMES PR freezee when u try to import a file. IT begins to open the import window and just freeze. Theres no error log (or i dont know how to find it...) . You got to open The Windows manager and manually shut premiere down. To me, the problem looks like to be related with the evolution of the process.

Looks like Its not a problem of file type, its a system problem or a premiere problem, because the window freezes just as it open.

as the project get more complex its more prone to get this error. Ive worked 2 weeks ago in a complex musical videoclip with assets of all kind (magic lantern cdng, Black magic cdng, lots of Ae, crappy mp4, lots of tiff seqs, mp3 from nowhere, h4n 96k wav, a lot of opacity work and juxtapositions, etc). Faced this problem. Ive worked 3 days ago in a very simple multicam, Sony a7s2 proxy 4k and h4n 96 wav. Same problem. Now im cutting lots of 5 min interviews with canon 7d mov an ae animation mov as title, some png as watermark and some ae dynamic link simple animation im developing on demand. And... Face the same problem.

How i control it:

-restart the system (full restart)

-clean the plug-in cache

-if it does not work i open a new project and import the timeline

cant share The entire project because i dont even know how much time my brazilian crappy connection will take to delivery 100- 200gb, but when i face The problem again i will make a vídeo and post here.

[GGreathouseKV]

My problem persisted into CC2019. Here is a video I posted in another thread. A thread that no Adobe representative acknowledged, by the way.

Is this what you're seeing?

[Wes Howell]

Happy to help troubleshoot this.  I've offered previously to work with you directly.

Couple quick questions.

Does this happen if you're not running multiple screens?

Which GPU are you using and which specific version of the GPU driver?

I know this may sound unrelated but there have been some recent issues with Nvidia drivers with some reports related to the latest Windows update.

I'm also wondering if the dual GPU setup on your laptop could be another important variable.

Happy to help break things down and troubleshoot.

Wes Howell

Premiere Pro Quality Engineer

[fabiohosoi]

I never work with just one screen, so I can't tell you if it does not happen with one screen...

I don't know how can I find the informations about GPU and stuff... I just re installed win10 and I cant even say if its the latest driver.

[GGreathouseKV]

I do get occasional NVIDIA OpenGL driver problems "Error code: 3 (sub-error 2)"

Then can happen with any software that touches the Quado card. I'll try to replicate the perfect situation where the freeze tends to happen, then try to eliminate the videocards from the equation.

I'll also see if turning the visual quality of windows down to nothing helps. If the problem is caused by Premiere interacting with explorer, and explorer is using the videocard for dropshadows and such, maybe that's causing it?

[Wes Howell]

Definitely good ideas worth investigating.   It's definitely a combination of factors and a trickier one to nail down.

Can you confirm that your laptop has 2 GPUs? Which version of Quadro card and driver?     . Do you have some different settings available where you can control performance, power management and which card is used? 

Have you tried Quadro driver version 411.81?

[GGreathouseKV]

Intel (R) HD Graphics P530 - Set to max performance

NVIDIA Quadro M2000M - In NVIDIA Control Panel Global settings, I chose "Video Editing"

My main display runs off Display port, ie the NVIDIA Quadro.

All drivers are as up to date.

[GGreathouseKV]

I have a disappointing update. After a week of smooth sailing, the problem has started again.

I disabled all graphical enhancements in Windows 10. I disabled the NVIDIA Quadro card, forcing Premiere to use the Intel HD card. I made sure the Intel HD card is set to max performance. All my drivers are up to date.

The problem still persists. Any time Premiere attempts to open an Explorer window, the software freezes before I can select the type of file.

[fabiohosoi]

this is exactly what i'm facing. im using a laptop with a radeon gpu. this kind of problem occurs even if I disable GPU playback.

I'm facing some problems with exporting too, specially mp4, but its not as constant/damaging as this one.

[mohsins59098548]

This is the exact same issue I have been having. I have a HP ENVY x360 laptop, and i'm only using one screen. I tried saving it to my desktop but i noticed everytime I open the import wizard. It completely crashes. Have you found any way around this?

[rhp3]

Hello there. I have the same problem, and have been experiencing it since October/November 2018. I found a solution for my particular set-up. Maybe this information will help someone.

I'm using a 13" Surface Book 2, 8th Gen i7 with 16 GB ram and a 512 SSD. The Laptop is equipped with a Nvidia GTX 1050.

I connect my SB2 to an external 21" 1080p monitor and keep all of my assets on an external HDD.

The bug I experience is while using dual screens. When I double click on an empty area in the bin to bring up the import dialog, or when using the import command, the import window opens with file explorer but immediately goes into Not Responding in the Window Header. Then PP freezes.

The thing I noticed is that this happens more often as the file size grows. I make wedding videos and generally have hundreds of clips and a run time of 30-40 minutes.

My solution is to stop using the second monitor. This seems to be the key to getting reliable imports when the above conditions are met. It is a cumbersome work around because I have to remember to unplug the second screen before import, which screws up my custom work-spaces. I've then got to go through the whole process in reverse after the import to get my screens looking like I'm used to.

Here's my big gripe: I've used this workflow on this computer in the past and never had the issue until the update around Oct/Nov 2018. So, since it used to work, and doesn't work the same now, I feel like it is a bug in the software. It doesn't seem to be specific to my hardware, but does seem to be specific to dual screen with large files as far as I can tell from the web. 

Cheers,

Rob