Premiere Pro not responding with Windows Explorer

Report · Jul 12, 2018

Windows 10 fully updated as of this morning. This problem has been going on for almost a week, so the July Tuesday update from MS didn't cause it. Yes I've rebooted and erased the cache.

For me, Premiere will randomly lock up the moment I hit Control-I or when I right click and choose "import" from a bin. This also happens when I try to create an 'Essential Graphic' from a file.

Premiere is locking up any time it tries to bring up a File Explorer window or interact with File Explorer in any way. I don't even get to the file selection process. It's also done this with a new project lacking any imported files, so a corrupt mpg isn't the cause here.

And now that I rebooted holding shift+alt to clear my preferences, Premiere opens in the wrong monitor. I guess I need to troubleshoot that problem to instead of editing my work.

Report · Jul 12, 2018

When you say right click to import from a bin, I'm assuming you are using the Media Browser in this case? Does the Media Browser work more reliably than File>Import?

Is there a particular directory that Pr is defaulting to / a directory that you typically store your media on?

Does this happen on local and networked drives?

How often does it happen?

Does Pr crash / generate a crash report?

What version of Premiere Pro are you using?

Report · Jul 12, 2018

About media browser: No, I see no difference between using Control-I or Right Click -> Import while in a bin or File -> Import. Premiere crashes randomly no matter the method. Again, seems more related to Premiere popping up a File Explorer window than an actual file.

About default directory: It always defaults to the previous folder used. I just testing making a folder, importing something from there, deleting the folder, then trying to importing again. If Premiere sees the folder is no longer there, it just moves up one folder in the hierarchy.

Drives: All local drives, all healthy as far as I can tell.

How Often: Seems completely random. Two crashes in a row, seven imports, a crash, two imports, three crashes, five imports...

Crash Report: I see no logs in (C:\Users\ggreathouse\AppData\Roaming\Adobe\Premiere Pro\12.0\logs)

Version: Premiere Pro CC 12.1.1 build 10

I'm running a Dell Precision 7510

I actually have to kill Premiere by hand in Task Manager. The software doesn't grey out or bring up a "Stopped Responding" window. It's an endless busy mouse cursor and Premiere is unresponsive. I left it like this for an hour during lunch today, Premiere never came back to life.

I should note that all other software works fine while this is happening, including Windows Explorer, Photoshop, and Bridge.

Last, I'm not seeing anything in Windows Event Viewer that correlates with the times of my Premiere crashes.

Report · Jul 12, 2018

Would you like to do a little 1:1 troubleshooting possibly tomorrow?

Feel free to PM me and we can set up a time to investigate and try a couple things.

Wes

Report · Jul 16, 2018

A total uninstall and reinstall seems to have fixed the problem, but this is the second time in six weeks I've had to totally wipe Premiere to fix an error. That's a lot of time wasted doing nothing when I have work to complete.

I really wish you guys would fix these bugs.

Report · Aug 27, 2018

This seems to be a bug in the software, many others are having their projects crash with the same process in the same way. Can we make the solution public instead of 1-on-1?

Report · Aug 28, 2018

I can't even get 1-on-1 support for this. I've messaged admins that offered it, but they never got back to me.

I ended up taking an entire day to wipe Adobe CC from my system including that ACC system cleaner. I reinstalled everything and the problem seems to have gone away for now.

Report · Nov 19, 2018

I'm having the exact same problem! Adobe can we please get some assistance for this? We all rely on this program to function properly so we can do our work? Time is money and so far Adobe is costing our business a lot of money. We have no qualms switching to Final Cut Pro if they offer better customer service and a more stable product. We spend thousands with Adobe yet you treat your customers pretty poorly.

Report · Nov 20, 2018

I was working with Wes directly on this problem. Here's a quote..

"I completely understand your frustration here and I've been continuing to investigate anything I can do on my side.

Unfortunately, this is an issue that needs to be resolved on the Microsoft side. It's elusive, intermittent and they don't have a reliable recommended fix or workaround at this this time. "

The official word from Adobe is that it's now Microsoft's problem to fix. Adobe has our money, so why would they care? Combine this with the fact that neither Premiere 2019 or 2018 will properly boot properly on any of the Windows machines here at my work? Premiere is dead to us now.

I'm upgrading to an iMac Pro today, and my company should begin the migration to Final Cut X next week. We have work that needs to be done and Adobe isn't helping.

Report · Nov 05, 2019

I also have issues with this. Currently happens most often when I hit the browse button to select my scratch disks for a given project. Usually if I alt+tab around for a bit and click in and out of other programs, it will pop back to life and present the explorer window, but until then it is lights out and just gives me the error tone. This has been happening for weeks, even on the most recent 2020 update the last day or two.