2 Replies Latest reply: Feb 20, 2014 9:47 AM by filmsmurf RSS

    Premiere Pro cc crashes and freezes

    TonyT83 Community Member

      I bought the Creative Cloud suite last September after starting a wedding video business.  I was using it on a 6 month old macbook pro but Premiere kept freezing and crashing all the time so after 4 months of pulling my hair out i just spent £1700 on a powerhouse Alienware 17 laptop that would blow a lot of PC's out of the water.  I downloaded Premiere cc again, imported some footage, did a quick retouch of one clip in Magic Bullet Look and PP froze and crashed! 

       

      I can't put in to words how frustrated I am with Adobe right now.

       

      My computer specs are as follows, if anyone could shed any light on why this would still not be powerful to run the prgramme without it freezing I would love to hear, or any other advice anyone could shed on the problem (apart from give up and switch to Final Cut which I am very very close to doing).  No-one seems to complain on the forums about PP freezing a lot, am I really just that unlucky??

       

      I have quad core i7 processors

      8gb ram

      GeForce 770 graphics card

      128gb SSD drive (which PP is running from)

      750gb 750rpm hard drive

       

      Everything is fully updated and the computer i am now using runs everything else at lightning speed.  In fact it even open PP and Magic Bullet Looks with amazing speed, its just it freezes straight away! 

       

      Does anyone know if you can end your contract with Adobe before the year is up if you've been having problems like mine?  My mental health is at risk if i keep using this software, as is my hair which i keep ripping out ...

       

      Thanks guys

        • 1. Re: Premiere Pro cc crashes and freezes
          Mark Mapes Employee Hosts

          Exactly what version of PPro CC do you have. I know you reported that "everything is fully updated," but it helps to nail down the exact version number. If nothing else, it's useful for  fellow users who come upon this thread in the future.

          I doubt that the issue you're having is a function of how powerful your computer is. But let's see if we can get a handle on what's going wrong.

          1. First off, can you tell us any more about the crash? Do you get any error message or does it crash straight to the desktop? A log could really help get a handle on the problem. Please right-click 'My Computer', select "Manage," and look under 'Event Viewer->Windows Logs->Application' for Premiere Pro events. If you find one, please copy the contents of that log and paste them here.
          2. Does the app crash only  with the Magic Bullet Look applied?
          3. Is GPU acceleration enabled? If so, please try switching the Renderer to Software Only [File>Project Settings>General]
          4. What kind of content are you working with (from what camera? what codec & file type?). Does the crash occur only with certain clips or types of content or with a variety of content? How about with something as simple as a synthetic clip like a Universal Counting Leader?
          • 2. Re: Premiere Pro cc crashes and freezes
            filmsmurf

            I have the exact problem. ntdll.dll Faulting Module. With my Nvidia enabled, the program crashes immediatly. With the integrated video card enabled, the program opens, then about 30 seconds later, crash. I have a very simular windows machine with Win7, brand new installation. I have a quad core CPU, 8 gigs of RAM, an onboard Intel HD4000 video card and a Nvidia 650M. Both running the very latest drivers.

            I have been working with Adobe support out of India for 24 straight hours now. 3 different tech's trying the same things over and over. The install drivers and reinstall them. Read the event log; ntdll.dll crashed. Then they revert back to previous versions. They create a new Windows profile and try everything all over again. Crash; ntdll again. They disable this card, then that one. Then they run the software on software only mode. Crash; ntdll.dll. Nothing works. They are just now escellating me to Tier 2 and I wait....

            I have clients waiting and my business is dead in the water. Soon I will lose reputation and the damage will be deep and real. Just about an hour ago, PPro CC released a new update that the Cloud installed. No love and it still crashes. Your guessed it. ntdll.dll again.

            Aaaaand I wait for Teir 2 to call.

            I don't know what to do.

             

             

            Faulting application name: Adobe Premiere Pro.exe, version: 7.2.1.4, time stamp: 0x52aed7f3

            Faulting module name: ntdll.dll, version: 6.1.7601.18247, time stamp: 0x521eaf24

            Exception code: 0xc0000374

            Fault offset: 0x00000000000c4102

            Faulting process id: 0x5ec

            Faulting application start time: 0x01cf2e6036461288

            Faulting application path: C:\Program Files\Adobe\Adobe Premiere Pro CC\Adobe Premiere Pro.exe

            Faulting module path: C:\Windows\SYSTEM32\ntdll.dll

            Report Id: a8d9521d-9a53-11e3-89df-685d437273aa