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Update not working

Explorer ,
Oct 21, 2020

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I have just updated to latest version and media files wont play or display.

When I try to exit it doesnt respond and hangs, I have  to close down in Windows task manager.

This has happened the last three updates, I have deleted media cache and reset all settings ALT+ open Premiere Pro. The last time it started working again after a few days for some reason?

Any ideas ?  Thanks

Hi charlesm39111584,

 

We're sorry to hear about this. Are you experiencing this issue with any specific media type or with all of them? Also, have you tried switching the Renderer to Mercury Playback Engine Software Only and checked if it's restoring the preview? Let us know, we're here to help.

 

Thanks,

Sumeet

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Crash, Error or problem, Freeze or hang, How to

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Update not working

Explorer ,
Oct 21, 2020

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I have just updated to latest version and media files wont play or display.

When I try to exit it doesnt respond and hangs, I have  to close down in Windows task manager.

This has happened the last three updates, I have deleted media cache and reset all settings ALT+ open Premiere Pro. The last time it started working again after a few days for some reason?

Any ideas ?  Thanks

Hi charlesm39111584,

 

We're sorry to hear about this. Are you experiencing this issue with any specific media type or with all of them? Also, have you tried switching the Renderer to Mercury Playback Engine Software Only and checked if it's restoring the preview? Let us know, we're here to help.

 

Thanks,

Sumeet

TOPICS
Crash, Error or problem, Freeze or hang, How to

Views

61

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Oct 21, 2020 0
Adobe Employee ,
Oct 21, 2020

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Hi charlesm39111584,

 

We're sorry to hear about this. Are you experiencing this issue with any specific media type or with all of them? Also, have you tried switching the Renderer to Mercury Playback Engine Software Only and checked if it's restoring the preview? Let us know, we're here to help.

 

Thanks,

Sumeet

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Oct 21, 2020 1
Explorer ,
Oct 21, 2020

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Thanks, I switched to Mercury Playback Engine Software Only and then back to the GPU option and it started to enable display and playback of media. It was as if the GPU wasnt being recognised, when it started working ok I could hear the GPU fans bursting into life !   I'm using an AMD RADEON RX5700 8GB card , this is what happened the last two updates also

Thanks

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