Prelude crashes on ingest

Hi -

The current version is Prelude 2.1 – does this match your version?

Also, can you tell me more about the scenario around the crash: such as the format you are using, the media you are ingesting from and ingesting to, any settings you are using as part of the ingest workflow (are you transcoding, selecting multiple destinations, etc).

With this information we can try to help reproduce or isolate the cause.

Thanks!

Michael

I'm having the same issue. As soon as I hit Ingest the program just closes. I'm on a Early 2013 MacBook Pro Retina. This started after the update yesterday.

Michael it doesn't seem to matter what I'm trying to ingest as I can't even select anything. I open a previous project and it opens to the Logging Panel and there's all my clips I've tagged so far. So then I hit Ingest to navigate back to the media to choose new clips and as soon as I hit the Ingest button the program crashes and brings up a error report.

Hi -

I'd like to get more information about the issue you're encountering.

1. "As soon as I hit Ingest the program just closes." -- Does it mean when you hit the "Ingest" button on the top right corner of the application to open the ingest dialog?

2. Does the crash also happen when you double click on the empty area on the project panel or when you use "Cmd+I" to open the ingest dialog?

3. Could you provide the OS version as well?

4. Did this happen before you update to Prelude 2.2? I saw you said "This started after the update yesterday", this is for your confirmation.

Thanks and best regards,

Ada

Sorry so long to replay Ada. Yes, hit the "Ingest" button and the program closes.

Early 2013 Macbook Pro Retina. Mavericks.

November 2013 iMac not showing any problems.

Exact same issue here.  This is the first time I've needed to use Prelude since the Dec 2013 updates.  I open Prelude, create a new project and when I either double click or hit the ingest button, Prelude crashes.

I have a mid-2012 Macbook Pro with Retina using Mavericks (10.9.1) and all of the latest releases of Adobe CC.  I have not figured out any work-around.

I haven't found a work around either. Would like to rollback to 2.1 but can't figure that out either. All I can find is an 2.1 Update file and that doesn't work. I suppose that's because 2.2 is still present. I was able to load the CS6 version but could not update it any further than that. I can use the CS6 version but my 2.1 projects don't open in it. And that's what I need to get back to if possible.

Hi-,

Our engineering team have been working on it. You may try to use Prelude CC 2.0 first. Thanks for your post.

Best,

Lin

So how do I get 2.0? What are your recommended install procedures?

I'm having this exact same problem, late 2013 imac, 10.8.5, just ran CC for latest updates, prelude 2.2.0. Problem is happening on several machines.

Thanks everyone for confirming the problem on your own systems.  We have out QE and Dev teams looking into it now. Will try to get some better info to you ASAP.

Regards,

Michael

Can you tell us how to get back to 2.0 or 2.1?

Hi-,

We have been working with Creative Cloud team on how to roll back to 2.0 version.

Additionally, it would be very helpful if you could provide following informations:

1. When you tried to open Ingest dialog did you have other network or removal disks mounted on your PC?

2. What kind of media formats held in the target folder which would be shown up in Ingest dialog if it was opened?

Thanks for your patient. Happy New Year!

Best,

Lin

Lin,

1. In the video I posted you're seeing the screen of my MacbookPro with no drives connected to it other than the system hard drive.

2. When the program crashes as soon as I hit "Ingest" I'm not really able to get as far as a "Target Folder" now am I?

Hi-,

To better locate the issue could you help provide the dump file for us? Following are the detailed steps on  both Mac and Win. You could reach me to get the FTP server where to upload the dump file. My email address is llv@adobec.com. Additionally could you kindly provide your hardware environment information? It would be very helpful for us as well.

For Windows 7/8:

1.    Launch Prelude and reproduce the crash. Dont close the error message if it pops up. Dont quit Prelude as well.
2.    Open Windows Task Manager and find “Adobe Prelude.exe” process.
3.    Right click it and select “Create dump file” menu item. Please see the screen shots.
4.   When dump finishes, a dialog will show the dump file location.
5.   Please kindly send the dump file to us.

For Mac:

1.    Login Mac with an account which has admin access.
2.    Open a terminal window. Follow below commands in the same terminal window:

a)         $ ulimit –c unlimited

[comment] This command enable coredump.

b)         $ “/Applications/Adobe Prelude CC/Adobe Prelude CC.app/Contents/MacOS/Adobe Prelude CC”

[comment] This path depends on where you install Prelude. If installs with all default location, this path should work well. Don't miss "" when you input the command line.

3.  Command b) will launch Prelude. Reproduce the crash. After Prelude application exits, you can find dump file in /cores/ folder. Please note that /cores/ is a hidden folder and an easy way to go there is through Finder “Go->Go to Folder…”.

4.       Please kindly send the dump file to us.

Best,

Lin

We have several imacs which use a sonnet chassis connect to an XSAN. Also, the machines have several accounts and when I logged in as the network administrator there was no problem, prelude was able to ingest files fine.

I'm not sure what folder the ingest dialog window would open to so I'm not sure what media formats. Prelude crashes before I even get to the dialog box. We generally work with Quicktime (ProRes, h.264) or MXF files.

Thanks.

FYI, the Prelude update pushed yesterday did not resolve the problem.  Exact same issue occurs.  Do you still need logs to help diagnose this?

Tom

My core dump is 31gb. Is this right?

Hi All,

The team has now been able to find a reproducible procedure to see this problem. Many thanks to you all for all the helpful info. We are working on a solution now and hope to give an update on the progress next week.

Regards,

Michael

Hi-,

Here is a work around for you to avoid the crash. Hope it work well.

On Mac:

1. Go to folder /Users/Shared.
2. Ensure that "Adobe/Prelude/2.0" is created under the “Shared” folder.

On Win:

1. Go to folder /Users/Public/Public Documents.
2. Ensure that "Adobe/Prelude/2.0" is created under the “Public Documents” folder.

Best,

Lin

That worked like a charm!  Fantastic.

As FYI, for anybody who is migrating from one mac to a newer mac and have already fixed this on the old mac... the Prelude/2.0 folder gets moved to a folder called "Adobe (from old Mac)" and needs to be put back into the "Adobe" folder in order to get Prelude to work again

The issue is now solved by updating the Creative Cloud application. See this thread: http://forums.adobe.com/thread/1400522

The issue is not solved for me by updating Creative Cloud.  I tried updating Creative Cloud, uninstalling and reinstalling Prelude, and it still crashes when I try to ingest.

The update did fix the issue. However we continue to see it, till we go in and change the render of preview graphics to software GPU. For some reason Prelude still set the new default to hardware GPU by default, even if you don't have it. At least on the safe side it should set it software ?

The update did NOT fix the issue on my workstation.

Did you go and change the preview render to Software GPU ?

This worked for us, the previous version you were unable to make this change

Hi Timothy,

I sent you a PM.

Thanks,

Kevin

I'm having the same issue. Crash on ingest. Running Win8. ;-( My trial finishes in 2 days and this is not making me feel confident.

Hi melbbiker,

Did you update Creative Cloud?

Thanks,

Kevin

Yes. All the products are up to date.  I'm not sure why the crashes are

happening.  I've tried to clear out caches and temp files and it still does

it.  I've done a google search on the problem but no solution is obvious to

me.

I'd appreciate any help you can provide.

Cam

Hi,

I sent you a PM.

Thanks,
Kevin

I have this isue too just updated today the latest Prelude and still crashes every time. Driving me nuts its been months i have not been able to use this app.

any update sun April 2014? I have the same issue on Prelude and Premiere Pro 2014.1