Adobe Premiere Pro 2021 Crashing

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Jun 09, 2021 Jun 09, 2021

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Hi,

Lately we've encountered problem with Adobe Premiere Pro 2021 crashing without specific reason on two computers with very similiar Specifications (DELL Precision 3630 Tower). So far we could not find workaround for strange errors that seems to be related to Graphics Adapter. Crashes are different almost every time they happen. Once there is just Adobe Crash prompt, other time Crash to Desktop and very rarely BSOD.

 

So far we've checked few versions of video drivers, system repair (dism, sfc), update of drivers, complete Windows 10 reinstall from fresh ISO.

 

Computer Specs:

Dell Precision 3630 Tower

Intel(R) Core(TM) i7-8700 CPU @ 3.20GHz (12 CPUs), ~3.2GHz

32GB RAM

NVIDIA Quadro P2000

SSD 256GB + HDD 4TB

OS Version: 10.0.19042 N/A Build 19042

 

There is error log in attachement saved from Adobe Crash Report. System Compatibility Report doesn't not show any problems.

 

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="4.7.0" clientVersion="4.7.0" applicationName="Premiere Pro" applicationVersion="15.2" build="35" source="Windows-Client" crashType="n/a">

<time year="2021" month="6" day="9" hour="13" minute="23" second="49" timeoffset="60" timezone="ÂŒrodkowoeuropejski czas letni"/>

<user guid="5fa07a76-0dae-4728-8468-084329051dc0"/>

<system platform="Windows 10 Pro" osversion="10.0" osbuild="19042" applicationlanguage="en-us" userlanguage="pl-PL" oslanguage="pl-PL" ram="32597" machine="Intel(R) Core(TM) i7-8700 CPU @ 3.20GHz" model="Intel64 Family 6 Model 158 Stepping 10" cpuCount="12" cpuType="8664" cpuFreq="3192 MHz" processorArchitecture="9"/>

<gpu>

<gpuinfo availability="Off Line" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 630" description="Intel(R) UHD Graphics 630" driverDate="20201028000000.000000-000" driverVersion="27.20.100.8935" videoModeDescription="" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_3E92&#38;SUBSYS_08711028&#38;REV_00&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>

<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA Quadro P2000" description="NVIDIA Quadro P2000" driverDate="20210209000000.000000-000" driverVersion="27.21.14.6155" videoModeDescription="1920 x 1080 x 4294967296 kolorów" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_1C30&#38;SUBSYS_11B31028&#38;REV_A1&#92;4&#38;9CD3C4&#38;0&#38;0008" installedDisplayDrivers="nvldumdx.dll"/>

</gpu>

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFB3CCB426B">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFB3CCB426B" symbolname="RtlSizeHeap"/>

<stackStatement index="1" address="0x000000001221431D" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="2" address="0x000000001221D3D8" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="3" address="0x00000000121A205D" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="4" address="0x00000000122207DF" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="5" address="0x0000000012186F41" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="6" address="0x0000000012186EB7" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="7" address="0x000000001217EF21" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="8" address="0x000000001222A1E0" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="9" address="0x000000001221D17F" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="10" address="0x000000001218A104" symbolname="dvadatabase::RegistryDB::ValueExists"/>

<stackStatement index="11" address="0x0000000012159893" symbolname="dvametadatadb::FixEscapeSequences"/>

<stackStatement index="12" address="0x0000000012161091" symbolname="dvametadatadb::RapidFindDB::GetAllRows"/>

<stackStatement index="13" address="0x0000000012163401" symbolname="dvametadatadb::RapidFindDB::InsertRowsInTransaction"/>

<stackStatement index="14" address="0x0000000012168A45" symbolname="dvametadatadb::RapidFindDB::UpdateRows"/>

<stackStatement index="15" address="0x0000000003A28EAF" symbolname="MZ::MetadataCache::UpdateProjectItem"/>

<stackStatement index="16" address="0x0000000003A2A400" symbolname="MZ::MetadataCache::UpdateProjectItem"/>

<stackStatement index="17" address="0x0000000003A28525" symbolname="MZ::MetadataCache::UpdateProjectItem"/>

<stackStatement index="18" address="0x0000000000B1CD27" symbolname="dvacore::test::Terminate"/>

<stackStatement index="19" address="0x0000000000B1EC39" symbolname="dvacore::threads::CreateSubExecutorWithFunctionWrapper"/>

<stackStatement index="20" address="0x0000000000B1D7B7" symbolname="dvacore::threads::CreateSubExecutorWithFunctionWrapper"/>

<stackStatement index="21" address="0x0000000000B24266" symbolname="dvacore::threads::AdaptCurrentEventLoopAsExecutor"/>

<stackStatement index="22" address="0x0000000000B39C3F" symbolname="dvacore::threads::GetProcessIDsForName"/>

<stackStatement index="23" address="0x00007FFB3CD06129" symbolname="RtlGetSystemPreferredUILanguages"/>

<stackStatement index="24" address="0x00007FFB3CD01619" symbolname="RtlSetCriticalSectionSpinCount"/>

<stackStatement index="25" address="0x00007FFB3CCE315A" symbolname="TpReleaseCleanupGroupMembers"/>

<stackStatement index="26" address="0x00007FFB3B087034" symbolname="BaseThreadInitThunk"/>

<stackStatement index="27" address="0x00007FFB3CCE2651" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x0000000000000000"/>

<register name="RBX" value="0x0000000000000000"/>

<register name="RCX" value="0x000000003FF0D52F"/>

<register name="RDX" value="0x0000000000000000"/>

<register name="RSI" value="0x0000000000000801"/>

<register name="RDI" value="0x0000000000470000"/>

<register name="RSP" value="0x00000000232DE810"/>

<register name="RBP" value="0x0000000000000000"/>

<register name="RIP" value="0x00007FFB3CCB426B"/>

<register name="EFL" value="0x0000000000010282"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>



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<dumpType>

Mini

</dumpType>

<hbLogSessionDllStatus>



</hbLogSessionDllStatus>

</crash>



</crashreport>
TOPICS
Crash, Error or problem, Freeze or hang, Hardware or GPU

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Adobe Employee ,
Jun 09, 2021 Jun 09, 2021

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Hi there,

We're sorry for the trouble. We appreciate that you've tested the issue before reaching out to us. 

The system info looks good enough. Ideally, BSOD occurs because of the graphics card drivers incompatibility.

We have shared the crash report with our engineering team for analysis.

Have you checked if there is any Windows update pending for installation?

 

Let us know. We're here to help.

Regards,

Shivangi

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Adobe Employee ,
Jun 10, 2021 Jun 10, 2021

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Our engineering team analyzed the report you've shared.

This is presumably some kind of heap corruption, which is often due to a errant plugin or some middleware (e.g. some anti-virus software).

However, these text-based files aren't always useful (the stack trace here isn't correct). Would it be possible to get the .dmp file?

 

Let us know.

 

Regards,

Shivangi

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New Here ,
Jun 13, 2021 Jun 13, 2021

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I've sent you DMP file in private message.

 

Thank you!

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New Here ,
Jun 14, 2021 Jun 14, 2021

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And below there is additional info from Windows DMP file after Bluescreen with error "VIDEO_DXGKRNL_FATAL_ERROR (113)"

 

8: kd> !analyze -v
*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

VIDEO_DXGKRNL_FATAL_ERROR (113)
The dxgkrnl has detected that a violation has occurred. This resulted
in a condition that dxgkrnl can no longer progress.  By crashing, dxgkrnl
is attempting to get enough information into the minidump such that somebody
can pinpoint the crash cause. Any other values after parameter 1 must be
individually examined according to the subtype.
Arguments:
Arg1: 000000000000002b, The subtype of the BugCheck:
Arg2: ffffb88c995757c0
Arg3: 0000000000000000
Arg4: 0000000000000000

Debugging Details:
------------------


KEY_VALUES_STRING: 1

    Key  : Analysis.CPU.mSec
    Value: 7999

    Key  : Analysis.DebugAnalysisManager
    Value: Create

    Key  : Analysis.Elapsed.mSec
    Value: 8414

    Key  : Analysis.Init.CPU.mSec
    Value: 2218

    Key  : Analysis.Init.Elapsed.mSec
    Value: 5666

    Key  : Analysis.Memory.CommitPeak.Mb
    Value: 82

    Key  : WER.OS.Branch
    Value: vb_release

    Key  : WER.OS.Timestamp
    Value: 2019-12-06T14:06:00Z

    Key  : WER.OS.Version
    Value: 10.0.19041.1


BUGCHECK_CODE:  113
BUGCHECK_P1: 2b
BUGCHECK_P2: ffffb88c995757c0
BUGCHECK_P3: 0
BUGCHECK_P4: 0
BLACKBOXBSD: 1 (!blackboxbsd)
BLACKBOXNTFS: 1 (!blackboxntfs)
BLACKBOXPNP: 1 (!blackboxpnp)
BLACKBOXWINLOGON: 1
PROCESS_NAME:  Adobe Premiere Pro.exe

STACK_TEXT:  
fffffb0a`583ea638 fffff805`89103ad0     : 00000000`00000113 00000000`0000002b ffffb88c`995757c0 00000000`00000000 : nt!KeBugCheckEx
fffffb0a`583ea640 fffff805`88eed6d4     : ffffb88c`995757c0 ffffb88c`99575901 ffffb88c`99575901 fffffb0a`583ea740 : watchdog!WdLogEvent5_WdCriticalError+0xe0
fffffb0a`583ea680 fffff805`88e429b4     : ffffb88c`995757c0 ffffb88c`9faa5dd0 ffffb88c`00000000 00000000`00000000 : dxgkrnl!DXGDEVICE::DestroyAllDeviceState+0xab3bc
fffffb0a`583ea6c0 fffff805`88e42eef     : ffffb88c`995757c0 ffffdc07`df778860 ffffb88c`995757c0 00000000`00000000 : dxgkrnl!ADAPTER_RENDER::DestroyDevice+0xd8
fffffb0a`583ea6f0 fffff805`88e42fd2     : ffffb88c`995757c0 ffffdc07`00000001 ffffb88c`995757c0 ffffb88c`995757c0 : dxgkrnl!ADAPTER_RENDER::DestroyDeviceNoLocksInternal+0x83
fffffb0a`583ea800 fffff805`88e433cc     : ffffb88c`995757c0 fffffb0a`583eaa80 00000000`0000c976 00000000`00000000 : dxgkrnl!ADAPTER_RENDER::DestroyDeviceNoLocks+0x92
fffffb0a`583ea830 fffff805`88e437bb     : 00000000`00000001 ffffdc07`ee151080 00000000`00000000 00000000`00000020 : dxgkrnl!DxgkDestroyDeviceImpl+0x31c
fffffb0a`583ea9d0 fffff805`782086b5     : ffffdc07`00000000 ffffdc07`00000001 00000000`00000000 fffffb0a`583eaa80 : dxgkrnl!DxgkDestroyDevice+0xb
fffffb0a`583eaa00 00007ffc`003f4a24     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiSystemServiceCopyEnd+0x25
00000002`38f08828 00000000`00000000     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : 0x00007ffc`003f4a24


SYMBOL_NAME:  dxgkrnl!DXGDEVICE::DestroyAllDeviceState+ab3bc
MODULE_NAME: dxgkrnl
IMAGE_NAME:  dxgkrnl.sys
STACK_COMMAND:  .thread ; .cxr ; kb
BUCKET_ID_FUNC_OFFSET:  ab3bc
FAILURE_BUCKET_ID:  0x113_2B_dxgkrnl!DXGDEVICE::DestroyAllDeviceState
OS_VERSION:  10.0.19041.1
BUILDLAB_STR:  vb_release
OSPLATFORM_TYPE:  x64
OSNAME:  Windows 10
FAILURE_ID_HASH:  {f86e2aa1-b3d9-2720-0764-350120287324}
Followup:     MachineOwner
---------

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