Program window showing a black screen

[Alice25508701jehy]

Hey everyone,

We came across a very peculiar problem on Premiere where the program window will be black when we try to play back the sequence (the image won’t come up even when the cursor is parked on it) while the sound still plays, and when we try to bring up the clips on the source monitor, we get the ‘media pending’ screen. Everything is linked and works once we open it at the finder level, this ‘crash’ was happening on several computer stations and while logged in different Adobe accounts.

We were finally able to solve it by getting rid of some clips at the end of the sequence which displayed some anomalies when we tried to convert them to mp4 through Media Encoder. It’s important to note that these clips had been added to the project a month ago but started causing troubles only when added to the sequence.

Below are some other troubleshooting avenues we tried that were unsuccessful:

• Copying the media to another location, off-lining it from the project and then re-linking it to the newly moved media and then again re-linking it to the media in its original location
• Create a new blank project and moving the timeline over to it
• Create a new blank sequence and copying the timeline to it
• Change to another computer
• Change to another Adobe account
• Delete the premiere preferences
• Delete unused media cache

We’re worried that this issue will come back so we’d love to get any insight or suggestions! Attached is a video that shows what happens when the program stops displaying an image in the program window.

Below is info on the version of premiere we're on the machine. 

Premiere Pro 22.6.2

macOS Monterey

Version 12.5.1

iMac Pro (2017)

Processor: 2.5 GHz 14-Core Intel Xeon W

Graphics: Redeon Pro Vega 64 16 GB

[MyerPj]

First thing I would do is clear your media cache:

• Start PP from it's normal desktop icon (IE: don't open from a project file link).
• Close the Open/Home screen (and you will be in PP without a project open).
• Go into Edit/Preferences/Media Cache (Mac users adjust menu name)
• Then Press: Remove Media Cache Files: and Delete...
• Select: Delete all media cache files from the system and OK
• Close PP - It will create any needed cache files on the fly as you edit.

[Alice25508701jehy]

Thank you for your suggestion, as I mentioned in the post we did try clearing the media cache files and even opening the project on a whole new station but the problem persisted, so we don't think they have to do with the issue.