Premiere Pro v.15.0 crashes when attempting to create a new project

Community Beginner ,
Mar 29, 2021 Mar 29, 2021

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I am running the latest available updated version of Premiere Pro (15.0) on the latest updated Windows 10 Pro OS using an NVIDIA GeForce GTX 1070 Ti with the latest updated drivers (461.92). My screen is 3840 x 2160 (60Hz) with 300% (windows recommended) scaling.
Running a freshly installed Adobe Premiere Pro first I get a message that I should be using a resolution higher than 1024 x 768 (which I obviously am) and crashes when I try to create a new project.

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correct answers 1 Correct Answer

Community Beginner , Apr 07, 2021 Apr 07, 2021
After a couple of support sessions, the only working solution was to go back to 14.0 version. I guess you can call this issue resolved then.

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Adobe Community Professional ,
Mar 29, 2021 Mar 29, 2021

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quote

 My screen is 3840 x 2160 (60Hz) with 300% (windows recommended) scaling.


By @dulajlo



That looks a bit much. I have same specs and display is set to 150%.

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Community Beginner ,
Mar 29, 2021 Mar 29, 2021

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My screen is 55', that might be the difference.

It doesn't really matter. I've removed scaling completely and it didn't matter. I've changed the resolution to 1024 x 768 it didn't help. I've also adjusted Adobe Premiere Pro to High Performance in Windows Graphics settings per instructions I've seen in another post.

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Adobe Community Professional ,
Mar 29, 2021 Mar 29, 2021

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Might want to do a clean Nvidia driver install.

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Community Beginner ,
Mar 29, 2021 Mar 29, 2021

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Unfortunately, did not help.

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Adobe Employee ,
Mar 29, 2021 Mar 29, 2021

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Dulajlo,

If updating drivers via clean resinstall doesn't work, try deleting media cache and trashing preferences.

 

Thank You,

Kevin

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Community Beginner ,
Mar 29, 2021 Mar 29, 2021

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Clean driver install and media cache purging did not help, unfortunately.

 

I'm attaching a crash log file. That might help to identify the issue. I'll be changing the extension of the file from .crash to .txt as the former is not supported for attaching.

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Community Beginner ,
Apr 07, 2021 Apr 07, 2021

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After a couple of support sessions, the only working solution was to go back to 14.0 version. I guess you can call this issue resolved then.

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Adobe Community Professional ,
Apr 07, 2021 Apr 07, 2021

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Wow! A lot of seemingly wacky things tried by the OP.

 

You said: 'with 300% (windows recommended)'

 

Can you post a screenshot with 300% scaling and showing the 'recommended' next to it. I've never seen that before.

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Community Beginner ,
Apr 08, 2021 Apr 08, 2021

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resolution.PNG

It must be the combination of the large screen I'm using and the resolution.

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LEGEND ,
Apr 08, 2021 Apr 08, 2021

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That so-called "solution" is only a band-aid fix. You see, Premiere Pro (and yes, even the 14.0 version) does not like any Windows display scaling to anything other than 100%. A scaling of that 4k display to 300% will end up reducing the effective resolution to only 1280 x 720! That's effectively too low to run or display Premiere Pro properly.

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Community Beginner ,
Apr 08, 2021 Apr 08, 2021

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I was offered an update on Premiere Pro earlier today and I accepted without thinking. Decided to test the 15.0 version with 100% scaling before rolling back to 14.0.

 

The popup message indicating I'm using the wrong resolution was gone even before I turned off scaling which led me to believe that they have patched the issue (because of my harassment of their customer support, of course) but... I was still not able to open and/or create a new project. Scaling or not.

 

Did a fresh install of 15.0, deleted media cache, and trashing preferences, just to be sure (no scaling in the process) but the result remained the same.

 

I'm starting to believe there might have been more issues in the mix. And, this is a longshot: Abobe Premiere might not like my folder sharing settings and that might be causing the issue. It's not the location of the project that is the problem tho (I tried several locations, different drives, even a flash drive), it might be the folder where the Premiere Pro is installed (C:\Program Files\Adobe).

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Adobe Community Professional ,
Apr 08, 2021 Apr 08, 2021

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Thanks for posting that screenshot. I've not seen before and still don't understand how 300% can be the 'recommended' settings. That's 'recommedation' (and a bad one) is usually the case for say a 4k screen on a laptop. But your 55" screen should be fine at 100%. And as noted above, adding scaling essentially just makes your high resolution screen a lower resolution screen. And obviously reduces screen 'real estate' something we all like.

 

PP is installed in the correct folder (C:\Program Files\Adobe), don't touch that, and don't put any files in there, unless you know why you are doing so. No projects, media, use files go in there. Just make a plain old folder off the root of the c: drive to test things.

 

If you reinstall Creative Cloud be sure to run the Adobe Cleaner after you uninstall the programs and before you re-install them:
Also, reboot your computer between steps even if you are not asked to...

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

 

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