01. Delete all your Media Cache files
02. Delete all render files (go to Sequence - Delete Render Files)
03. Manually delete all Video and Audio Previews (render files, location related to scratch disks)
can you share your system specs in details ?
Operating System: Windows 10 Pro 64-bit (10.0, Build 16299) (16299.rs3_release_svc_escrow.180502-1908)
Language: English (Regional Setting: English)
System Manufacturer: ASUS
System Model: All Series
Processor: Intel(R) Core(TM) i7-6800K CPU @ 3.40GHz (12 CPUs), ~3.4GHz
Memory: 32768MB RAM
Available OS Memory: 32676MB RAM
Page File: 7131MB used, 30408MB available
Windows Dir: C:\WINDOWS
DirectX Version: DirectX 12
DX Setup Parameters: Not found
User DPI Setting: 96 DPI (100 percent)
System DPI Setting: 96 DPI (100 percent)
DWM DPI Scaling: Disabled
Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Not Supported
Card name: NVIDIA Quadro M4000
Chip type: Quadro M4000
DAC type: Integrated RAMDAC
Are you running the latest update 12.1.2 ?
Deleting Media Cache is required before updating, try deleting media cache, uninstall premiere,
install premiere .. sorry im trying my best to help you out
I appreciate your help!
Yes the very latest update. I will try that hopefully today. I need to get on with other work after losing time (thanks again Adobe) maybe I won't reply till tomorrow about this fix.
Thanks again for your help.
no problem, we are here to help you
Have tried this solution twice - yesterday and now with the same result - still has the low-level exception problem and then crashes.
There is a specific file or files that are corrupt
try importing into after effects or media encoder and export to a different format
the files that seem to cause the problem, try to import them into after effects or media encoder,
then export them from there and import back to premiere, what happens ?
Yes that is what I did before. AE and AME both accept the files with no problems and export normally as they always have even with the MP4's that are causing Premiere to crash. So really it is only Premier that is having the issues after the upgrade with these files that were not a problem before the upgrade.
Please go to Edit - Preferences - Media - uncheck Enable accelerated H.264 Decoding
Let us know what happens
I don't think your CPU supports accelerated H.264 decoding
If it was working on previous versions, roll back, I don't think this version of Premiere on this generation of your CPU
will handle H.264 files normally ... are you on the latest premiere pro update released days ago ? if no try to update
premiere to the latest, if yes, roll back to previous working versions
From Adobe help concerning the latest update and hardware acceleration :
Hardware acceleration updates
Hardware-accelerated H.264 and HEVC decoding on Mac
Hardware-accelerated H.264 and HEVC decoding is now supported on MacBook Pro and iMac Pro machines with Mac OS 10.13. Hardware decode acceleration is automatically selected as the default option (Preferences > Media > Enable hardware accelerated decoding) in PremierePro on Mac if the hardware supports it.
Windows Intel Hardware Encoding for MP4/HEVC
Hardware acceleration is now available on Windows 10 with 7th Generation (or later) Intel® Core™ processors and Intel Graphics enabled.
If your hardware supports it, then Hardware Accelerated is enabled in the Performance menu of the Export Settings dialog box.
If your system hardware does not support it, the Performance menu switches automatically to Software Only.
or since your files open on after effects and media encoder, export them from there to different formats
keeping the same settings and preserving quality
Thanks for your help over the past days. I unfortunately now have projects that have this problem that can't be opened in previous versions as they where saved while testing the latest. Of course the lesson learnt is not to trust Adobe and save all your files in different versions of the software. My processor is two years old according to Intel and my machine is fully specced to run all the other software I need. Surely Adobe don't see it as a good idea to disable everybody work with this update? Why doesn't disabling the hardware acceleration work?
But when opening on newer versions didn't you have the option thaht pops up to save as a copy ?
Don't you still have Auto Saves from the previous version ?
One user at another thread was in contact with Adobe Care yesterday and they told him that engineers
are working on another major fix that will be released soon ... video files are becoming bigger and bigger
every day, with new technologies that really require hardware improvements and upgrades to accommodate
to the vast technical progress ... all other software are suffering as well ... seems like these are somehow
tough times that we will pass through ...
Yes - it does increment it but I must have saved over the original name instead. I found a hack here that actually works and is easy to fix the "newer version" issue so that is good.
software - How do I 'downgrade' an Adobe Premiere Pro project file to open in older versions? - Video Production Stack E…
OK - well fingers crossed for the new version!
Yeah lets wait for the new improvements coming soon .... for now don't
update and finish your deadlines on previous versions and keep monitoring
the forums here during these tough times where technology is moving at
I'm getting errors while importing MXF files, Exception 37. The video files are imported and play, but the error worries me. Can you explain what Exception 37 is?
We also use CatDV as a media server, and MXF files imported into PP projects is a 50/50 chance. As MXF is an industry media standard, is Premiere Pro addressing this issue?
I've read articles suggesting that we convert files to Mpeg2, but that seems like a lot of work considering the amount of footage I'm dealing with.
Mac environment, 4k footage, OS 10.12.6 on my system. I did read about 10.13, but our IT guy would have to get involved to update all the computers in our department. Is that the silver bullet?
Thanks for any help you can provide.
Hey try to clean your Media Cache as a first step
I was having this problem too, very frustrating of course, but I checked my update status and found an updated version for my Premiere Pro CC to Version 12.1.1 Build 69 and it's fixed. So far.
Sorry, I forgot to take note of the version that was causing trouble.
I'm having this problem too. Exact same error message: A low-level exception occurred in: ImporterMPEG (Importer:37), and crashing repeatedly. Super frustrating as I'm in the middle or a weekly-released web series and trying to keep working.
Unbelievably frustrating for you! My PP (Build 69 V12.1.2) and AE are now working seemingly without a hitch and importing MP4's with no problems. This is totally random after trying all the fixes suggested which did not work at the time. Sorry I can't tell you why.
I called Adobe tech support and they were able to fix the problem. It took about 30 min on the phone. They said I was experiencing this problem because of a problem with workspaces. I guess when you create a workspace in a project on one computer then try to open it on another (particularly with different screen numbers and/or resolutions) Premiere tries to force the workspace to work and that causes the problem. The tech helping me took control of my computer and changed permissions for 5 or 6 Adobe folders as well, which seemed to help somehow, but he said the main problem was with the workspace. I hope this is somewhat helpful for any others trying to fix this problem. Adobe Premiere's tech support number is 800-833-6687.