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R
rachaelk99024403
Participant
May 15, 2024
Question

Why is Premiere Pro crashing constantly?!

  • May 15, 2024
  • 3 replies
  • 908 views

Please help.

 

I'm at my wits end with Premiere Pro today and am seriously considering switching after over 8 hours total (and many tears) of trying to figure this out.

 

In a nutshell, Premiere Pro is crashing when I try to launch the app, AND while I'm using the app. 

 

For the life of me I have tried (seemingly) everything and nothing seems to be working. For context:

  • I just bought a new Macbook Pro

  • I also use a 2 TB HD and have purchased an SSD drive for tomorrow

  • I've tried clearing my cache

  • I've tried resetting the workspace settings

  • I've tried creating a new project (multiple times) and new sequences

  • I've tried everything on this list

  • I've created proxies and encoded my media

  • I've uninstalled and reinstalled Adobe Premiere Pro

  • I am using Premiere Pro 24.3 and am running MacOS sonoma 14.5

Multiple scenarios have caused the program to crash including:

  • Playback

  • Clicking the "Export Button"

  • Clicking anywhere within the timeline

  • Looking at Premiere Pro funny.

 

I have also contacted Adobe support who merely sent me this list and then wanted to have me download something (Bogmar?) to share complete access to my computer (SKETCHY). I'm not even entirely convinced this was a real Adobe rep who helped me in the first place (they were very pushy about me downloading Bogmar).

 

After a few hours, I finally got a version of my video to upload without captions (hooray!) I deleted the captions and was able to export.

 

Tried with another sequence with captions and got the same issue so I tried again with captions converted into graphics. Same crashing issue.

 

Then I started to make individual pngs for all of my captions on Canva. This was working for about 30 captions or so before Premiere Pro completely pooped out on me and now I can't open the file at all without PP crashing.

 

Is this normal??? I have never experienced so much crashing (might be over 100 times at this point in one day). Again on a BRAND NEW MacBook (less than 3 weeks old). I am by no means a Premiere Pro expert, but am here to learn. I'm unable to render or export a project I have been working on for days.

 

Please help if you can 😞

 

Mod note: We understand that troubleshooting is stressful, but kindly avoid using all capital letters in your title and the body of your posts. Shouting is not acceptable here. Please abide by Adobe Community Guidelines at all times.

    This topic has been closed for replies.

    3 replies

    Bruce Bullis
    Bruce Bullis
    Legend
    May 20, 2024

    Glad you found something that worked.

    R
    rachaelk99024403Author
    Participant
    May 19, 2024

    Thank you for your response, I'm glad to hear the use of Bomgar for Adobe support is legitimate.

     

    I think what raised my eyebrows here is the representative pushing screen-sharing so early in the support interaction before conducting more thorough troubleshooting steps, and then continuing to push downloading this software despite stating on multiple occasions that I wasn't comfortable giving full access to my computer. I understand now that this software can be trusted and is needed to support, however, perhaps other support methods should be put in place so that customers that are more wary of downloading unknown software can still receive some level of support (I offered to send screenrecodings etc.) as well. 

     

    This whole interaction made me feel very uneasy, and generally this pushy behavior despite receiving multiple "No's" from a customer is often associated with less trustworthy organizations on the internet. Doing a quick Google search, this seems to be a perception shared by many other Adobe customers for several years now, so perhaps some additional customer education is needed to address this concern and assure customers that they are in safe hands.

     

    In terms of my actual issue with Premiere Pro, there are now multiple triggers for the program crashing. While removing the captions worked temporarily, I now cannot open the program without it immediately crashing. Thankfully from my one successful export of the projects (without captions and other final details), I was able to bring the mp4 into another editing software (DaVinci Resolve) so that I could finish editing my video in time.

     

    This was disappointing for obvious reasons as I have been a paying Adobe customer for over a decade, and have loved Adobe's products. However, the issues experienced with Premiere Pro (that are not isolated to this incident) make it difficult to trust the software with my creative projects. 

     

    While I genuinely hope there is still a way to troubleshoot this issue, I have already had to use another video editing software to save the day, which I think speaks for itself. Thank you.

    Bruce Bullis
    Bruce Bullis
    Legend
    May 15, 2024

    Bomgar is indeed the remote control software, used by Support; they can't help you without it. 

    There's a lot going on, in your post; it sounds like removing captions from the sequence(s) on which you were working, resolved the crashing. Is that correct?

    In order to troubleshoot effectively, we'll need to understand what series of steps reliably provokes a crash.

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