Premiere Pro 24 will not open on HP 840 G6 (no NVIDIA; no AMD GPU)

Report · Aug 22, 2024

I am supporting a user with a new installation of Adobe Premiere Pro 24 on their HP EliteBook 840 G6 running Windows 10 version 10.0.19045.4780. They had been using Premiere Pro for a week or better without issue. The program worked on Friday, 08/16 but, on Monday 08/19 the program would no longer open. It would open to a splash screen asking for credentials, but the screen would disappear a matter of seconds later (before they are able to enter credentials and hit "run").

While investigating... I found that one MS update (KB5028380) installed on 08/16 and two MS updates (KB5012170 & KB5015895) installed on 08/17.

This symptom is similar to what is documented by Adobe on Known issues in Adobe Premiere Pro where they say:

"We recommend that Windows users download and use NVIDIA drivers (version 531.41 or higher). This will resolve any crashing issues that may have been present with older drivers. For more information, see the NVIDIA documentation. To avoid crash on launch issues when using Remote Desktop on Windows with an AMD GPU, install the Auto-detect-updates from AMD to update the GPU drivers."

However, this HP does not run NVIDIA nor does it have an AMD GPU. (840 G6 specs: HP EliteBook 840 and 846 G6 Notebook PC Specifications | HP® Support)

I have adjusted licensing, had the user re-install the app, reboot several times, etc. My latest suggestion was for them to download the latest version straight from Adobe: https://creativecloud.adobe.com/apps/all/premiere-pro/installation

I will know more when they come back online tonight sometime. In the meantime, I wanted to get everyone's ideas. What could be causing this? Is there a step I have missed? What should I try next (shy of backing off the obvious three MS KBs since they are organizationally necessary)?

Report · Nov 17, 2024

In case you're wondering, you will need to update your system's Intel GPU driver to a newer version than the one that you have currently installed. Unfortunately, big-name OEMs such as HP have customized GPU drivers installed that will likely complicate the proper installation of a newer generic Intel graphics driver.

Also, please note that Intel had depreciated all 7th- through 10th-Generation Intel CPUs (such as your laptop's 8th-Gen i5 or i7 Whiskey Lake CPU) to legacy graphics driver support, which means that there won't be any new features or compatibility fixes for newer versions of software while only critical security fixes will continue.