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FAQ: What information should I provide when asking a question on this forum?

Feb 11, 2012 Feb 11, 2012

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When asking a question on the Premiere Pro user-to-user forums, you can make it easier for folks to help you by proactively providing the answers to the following questions:

  • What version of Premiere Pro? Include the minor version number (e.g., Premiere Pro 2019 (Version 13.1.2)).
  • Have you installed the recent updates? (If not, you should. They fix a lot of problems.)
  • What operating system? This should include specific minor version numbers, like "Mac OSX v10.10.5"---not just "Mac".
  • What kind(s) of source footage? When telling about your source footage, tell us about the codecs, not just the container types. For example, "H.264 in a .mov container," not just "QuickTime".
  • If you are getting any error message(s), what is the full text of the error message(s)?
  • What were you doing when the problem occurred?
  • Has the same media with this computer system ever worked before?
  • Did you update your project from one major version of Premiere Pro to the next, and then saw problems in the project?
  • Tell us about your computer hardware. Be especially certain to tell us about your OS, CPU, RAM, GPU (make, model, driver version), any third-party I/O hardware (e.g., AJA, Blackmagic) and the type of media drives you are using.
    • Is the media playing back on a fast enough drive?
    • Is the drive connected to a high speed port on the computer?
  • Are you using Mercury Playback Engine GPU Acceleration?
  • Do you still have the issue when choosing Project Settings > General > Renderer > Mercury Playback Engine (Software Only)?
  • Does the problem only happen with your final output, with previews, or both?
  • Do you have a crash log that you can upload (Creative Cloud or DropBox, etc.) so we can inspect it?
  • Do you have a project file that you can upload (Creative Cloud or DropBox, etc.) so we can inspect it?
  • Do you have a sample video clip that you can upload (Creative Cloud or DropBox, etc.) so we can inspect it?
  • Can you provide a screenshot or sample movie?
    • Screenshots and sample movies are often very useful in showing exactly what you're seeing, and can thus make getting an answer faster and easier.
    • You can embed screenshots and YouTube movies directly in the post.
  • Also Helpful:
    • What other software are you running?
    • Do you have any third-party effects or codecs installed?

Also, please do everyone a favor and check the Premiere Pro FAQ list and also do a quick Premiere Pro Community Help search to see if your question has been addressed already.

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