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bluesteam
bluesteam
Known Participant
September 3, 2018
Answered

selecting the h.264 format crashed Premiere when exporting

  • September 3, 2018
  • 12 replies
  • 21431 views

Hi All,

I am new to Premiere but I am not a layman when it comes to IT.  This has had me scratching my head for 2 days now.  I have searched on the forums and the interwebs for a solution to this problem and found that others had this same problem but none of their solutions helped me.

My Specs

Adobe Version: CC (Latest)

OS: Windows 10

Gfx Card: Nvidia GeForce 980Ti

Memory : 24GB

CPU: Intel I7 3770K

HDD: Solid State

I have tried the following:

  • Checked the Crash log but it's greek to me as I am not familiar with Premier Pro.
  • Tried selecting "Mercury Playback Engine Software Only" but crash still occurs
  • Tested all other formats and they work fine.  Even the H.264 Blu-Ray works but not H.264
  • Tested with a blank project thinking it might be something in the project itself...same thing.  still crashes
  • COMPLETE reinstall of latest Video card Drivers after removing the current drivers using driver sweeper.
  • Ran a scannow /sfc to check for corrupt system files.  No problems found
  • Ran DISM.exe /Online /Cleanup-image /Restorehealth to check for corrupt files - No problems found
  • Removed all and any other video editing softwares
  • Removed all other codec packs that I had installed
  • Multiple reboots in-between all this
  • Ensured that there were no outstanding Windows Updates
  • Checked the BIOS firmware for my mobo and my Gfx card.  all up to date.

I'm at a loss.....

PlEaSe can someone assist?  I cannot export my video using H.264

Thanks in advance.

      This topic has been closed for replies.
      Correct answer R Neil Haugen

      I got the solve.... go to adobe creative cloud  and try an older version... It worked for me

       


      NO ... simply go to the Prefeences/Media dialog, and disable "Enable hardware accelerated encoding and decoding ... " ... then your H.264 export should be fine.

       

      There's quite a few current threads on this, rather than going back a couple years where the users had completly different problems.


      Neil

      12 replies

      Show previous replies
      Ann Bens
      Community Expert
      Ann BensCommunity Expert
      Community Expert
      September 3, 2018

      The only way to get rid of codec pack is a reinstall of windows.

      Never install such packs they can mess up your system, and you dont need them.

      bluesteam
      bluesteamAuthor
      Known Participant
      September 3, 2018

      Actually, codec packs are very useful and can be used in a myriad of situations so I think what you meant to say is that if you have just bought Premiere Pro and you have installed codec packs in the past, then reinstall windows because that is the only way to get rid of them and they conflict with Premiere Pro.

      In my situation, the codec pack was installed before I purchased Premiere Pro which was only 4 days ago and hence why I had them.

      I spoke to Adobe Support over the phone and they say that the problem is with the ntdll.dll file.  So I proceeded to reinstall windows over my current install which completely creates a new c:\windows directory and renames the old folder to c:\windows.old.

      This was done in hopes that it will now use new files that are not corrupt but the problem persists.  Seems the only next thing left now is to completely reinstall from scratch.

      sigh...

        bluesteam
        bluesteamAuthor
        Known Participant
        September 5, 2018

        So here is what I have now done...I have reinstalled windows completely.  I tested Premiere and it worked!  which means something was broken.

        HOWEVER, I proceeded to install my normal apps like office 365, other apps that I always use and this morning, when I tried premiere, the same problem starts happening.  So now I am swearing at this application like you WILL not believe....

        So I figured that something that I installed must have broken it.  So I am now going to reinstall all over again and see which application is breaking Adobe.

        The event viewer shows the below.  but what is REALLY freaking me the heck out here is that I have paid for this product specifically for Premiere Pro and it isn't working!  Adobe Support just tells me it's Microsoft that is the problem and I must rebuild the machine.  So I did and now the problem is back on a CLEAN install of windows.  EVERYTHING on my pc is working 100% except PP.   How can this be a windows problem if PP is the only application on my PC that is having issues.

        - <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

        - <System>
        <Provider Name="Application Error" />
        <EventID Qualifiers="0">1000</EventID>
        <Level>2</Level>
        <Task>100</Task>

        <Keywords>0x80000000000000</Keywords>

        <TimeCreated SystemTime="2018-09-05T08:06:50.933127700Z" />
        <EventRecordID>1420</EventRecordID>
        <Channel>Application</Channel>
        <Computer>BRETT-PC</Computer>
        <Security />

        </System>

        - <EventData>
        <Data>Adobe Premiere Pro.exe</Data>
        <Data>12.1.2.69</Data>
        <Data>5b34ba17</Data>
        <Data>ntdll.dll</Data>
        <Data>10.0.17134.254</Data>
        <Data>a5a334d4</Data>
        <Data>c0000374</Data>
        <Data>00000000000f4d3b</Data>
        <Data>1b68</Data>
        <Data>01d444ef53abcb9e</Data>
        <Data>C:\Program Files\Adobe\Adobe Premiere Pro CC 2018\Adobe Premiere Pro.exe</Data>
        <Data>C:\Windows\SYSTEM32\ntdll.dll</Data>
        <Data>307c8e0f-7882-49a6-9b10-fb50d558d732</Data>
        <Data />
        <Data />

        </EventData>

        </Event>

          Vishu_Aggarwal
          Vishu_Aggarwal
          Participating Frequently
          September 3, 2018

          Did you try resetting the premiere pro preferences if not then try as follow -

          • Press Alt (Windows) or Option (Mac OS) while launching Premiere Pro. You can release the Alt key or Option key when the splash screen appears.

          You won't see the list of your recent projects on the Welcome Screen the next time you launch Premiere Pro if the preferences were reset correctly.

          Also, try exporting to H.264 using Adobe Media Encoder using the queue option from the export window of the premiere.

          Vishu AggarwalAdobe Certified Instructor, Professional and Expert
            bluesteam
            bluesteamAuthor
            Known Participant
            September 3, 2018

            Hi Vishuagg19,

            Thank you for your repy :-)

            I should have added to my original post that I already tried resetting the preferences with no luck. 

            I tried your second option and clicked the Queue button and then in the Adobe Media Encode, I selected H.264 and the exact same thing happened.  Adobe Media Encoder crashed.

              Vishu_Aggarwal
              Vishu_Aggarwal
              Participating Frequently
              September 3, 2018

              Sounds wired...One of the users had the same issue and got it solved by re-installing the OS, check this post - Premiere Pro 2018 Can't render H.264, crashes every time

              Or Contact the Adobe Customer support  - Contact Customer Care

              Vishu AggarwalAdobe Certified Instructor, Professional and Expert
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