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Playback in Premiere freezing

New Here ,
Dec 28, 2018 Dec 28, 2018

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Premiere is freezing and then the playback will go black and I can't do anything.  I can hear the audio but I can't see anything.  If I wait about an hour, then it will have unfrozen and I can edit for another 5 minutes or so before it happens again. I have tried the following:

1. Resetting the preferences (by holding alt as Premiere starts up)

2. Emptying my media cache

3. Relocating RAM to Premiere's performance

4. Updating Premiere

5. Cleaning over 600 GB of storage on my computer's hard drive

6. Contacting Adobe Support (to no avail)

7. Previewing at 1/4 and 1/8 the quality of playback

Please help

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Community Expert ,
Dec 28, 2018 Dec 28, 2018

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Change the GPU acceleration Mercury Playback Engine in Project Settings...

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New Here ,
Dec 29, 2018 Dec 29, 2018

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change to what

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Community Expert ,
Dec 30, 2018 Dec 30, 2018

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Try updating or rolling back your graphics driver directly from the video card manufacturer’s site.

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Community Expert ,
Dec 31, 2018 Dec 31, 2018

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Go to the menu File / Project Settings / General...

Captura de pantalla 2018-12-31 a la(s) 10.30.06 a. m..png

In the Video Rendering and Playback box, change the Mercury Playback Engine Acceleration (Metal, CUDA, OpenCL, or Software Only) by displaying that menu then OK. In my case (screenshot) I can not because the computer I'm on now is a bit old but surely you can change this parameter. Try one and if it does not work, change to another.

Captura de pantalla 2018-12-31 a la(s) 10.31.13 a. m..png

Regards!

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LEGEND ,
Dec 30, 2018 Dec 30, 2018

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You've listed the Failed Fix Attempts, which is great.  Next use the link below as a guide and list out the Computer and Project info.

How To Ask For Help

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Adobe Employee ,
Jan 03, 2019 Jan 03, 2019

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Still having trouble, jacob.watson00? Let us know.

Thanks,
Kevin

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