1 2 Previous Next 46 Replies Latest reply on Jan 8, 2019 6:12 PM by Orf Branched to a new discussion.

    Premiere pro cc 2018 & 2019 freezes

    ronbr5252 Level 1

      Hi,

       

      I'm having lots of problems with both premiere pro CC 2018 & 2019 and it started to accrue 3 days ago, before that everything ran smoothly on my computer.

      After I had issues with the 2018 version I've decided to update to 2019 to hopefully solve the problem. 

      The program suddenly freezes with no reason, I can still move the cursor and click on buttons but the source and program monitor are not working. In different cases, it will show me "media pending".

      After that, I need to close the program but it won't close until I close it manually from the task manager.

       

      My computer:

      Lenovo legion y720

      I7

      16G RAM

      512SSD (The project is on the computer after I thought that maybe the problem is related to my external hard disk)

      Geforce 1060 GTX (I've updated the drivers)

       

      I've tried to find a solution online and I couldn't find any, This is a huge problem for me because I'm wasting a lot of time on restarting the program more than 10 times a day.

       

      Thanks,

       

      Ron

        • 1. Re: Premiere pro cc 2018 & 2019 freezes
          Dean Utian Adobe Community Professional

          Hi Ron,

          Did you change or add anything around the time the freezing started occurring - like a plugin perhaps?

           

          Here is an article on common things that could cause freezing/crashing.
          https://blog.frame.io/2017/11/13/common-premiere-pro-crashes/

           

          There was another discussion that had a tip on a similar issue at:

          Premiere Pro CC 2018 randomly "freezes"

           

          If you have already tested  few things, state what you've done and other options can be advised.

          • 2. Re: Premiere pro cc 2018 & 2019 freezes
            ronbr5252 Level 1

            Hi,

             

            This is what I've done so far:

            1. from this article - https://blog.frame.io/2017/11/13/common-premiere-pro-crashes/- I've Updated a version to 2019 - didn't help.

            - Trashing preferences

            - Delete Plug-ins

            - GPU (changed it to mercury playback software only and did exactly what they say in the article)

            - Hard drives - I've worked with the same one before and this issues never happened to me - (Segate backup +)

            - file format - MP4 or MTS

            - Ram - I have 16G Ram and I use only premiere without any other program in the background.

             

            For the last few days (3-4 days)  after I made those changes the program stopped from crashing but now for no apparent reason, it started to crash again in the same way I described before.

            I'm pretty lost because I can't put my finger on the problem.

             

            Thanks,

             

            Ron

            • 3. Re: Premiere pro cc 2018 & 2019 freezes
              Ann Bens Adobe Community Professional & MVP

              Did you recently had a OS update?

              • 4. Re: Premiere pro cc 2018 & 2019 freezes
                ronbr5252 Level 1

                No.

                But I've updated my Geforce Driver because I saw that it could help somewhere.

                Now I'm dealing with Export issues as well.

                 

                I'm lost.

                • 5. Re: Premiere pro cc 2018 & 2019 freezes
                  Ann Bens Adobe Community Professional & MVP

                  If you have both in 2018 and 2019 issues you might need go from scratch.

                  Reinstall OS.

                  • 6. Re: Premiere pro cc 2018 & 2019 freezes
                    ronbr5252 Level 1

                    How do you explain the fact that I didn't have any problems before?

                    • 7. Re: Premiere pro cc 2018 & 2019 freezes
                      Peru Bob Adobe Community Professional & MVP

                      There may have been an update in your operating system or a driver that could have caused it.

                      Try System Restore to a point where all was OK.

                      1 person found this helpful
                      • 8. Re: Premiere pro cc 2018 & 2019 freezes
                        ronbr5252 Level 1

                        Now I can't export anything! this is absolutely crazy!

                        not with premiere and not with media encoder

                        this is my job and I've waisted more than 2 days on this crashes.

                        I will try to restore my OS but I don't think that this is the problem.

                         

                        What can I do to export a video that I need to deliver to a customer?

                         

                        Thanks.

                        • 9. Re: Premiere pro cc 2018 & 2019 freezes
                          Peru Bob Adobe Community Professional & MVP

                          Let us know how the restore goes.

                          • 10. Re: Premiere pro cc 2018 & 2019 freezes
                            ronbr5252 Level 1

                            It didn't work.

                            I feel like nothing can make this problem go away.

                            I've lost so many hours on making backups. reinstalling my computer, reinstalling all of the software, reinstalling fonts. reinstalling all of the essentials programs on my computer.

                             

                            premiere pro cc 2019 still crashes for no reason and I can't export a video to save my life.

                            this is beyond my understanding.

                            I hope that you will updated these bugs asap because on my hand I feel that I've tried everything.

                             

                            I need to deliver a video to a client and this is not possible at the moment.

                            I lost 3 days of work and failed to solve these problems.

                            • 11. Re: Premiere pro cc 2018 & 2019 freezes
                              ronbr5252 Level 1

                              Costumer care took control on my PC twice.

                              first session took 55 minutes - they try to update my drivers and disable my gefore gtx1060. That didn't help.

                              second session took about 2 hours - They try to update my audio drivers and to change my monitor setup because they thought that the problem related to the fact that I have dual GPU's running at the same time on different screens. This is not the problem because I changed my monitor setup a few times and it still freezes and crashes. And I'm working with this setup for more than 6 months with 0 problems.

                               

                              Now I'm waiting for a senior agent to call me and try to help me.

                              No solution yet.

                              • 12. Re: Premiere pro cc 2018 & 2019 freezes
                                Simptai Level 1

                                I had the same issues.

                                I installed the last update and the problem is resolve(d)

                                1 person found this helpful
                                • 13. Re: Premiere pro cc 2018 & 2019 freezes
                                  zechariah

                                  For me, Adobe Premiere Pro 2019 worked fine until yesterday (I left the program and my computer on all night), when I discovered that two of my 75 clips would not load. Everything else would usually load, except for about 1-2 of my clips. These clips aren't always the same. They're sometimes random. For example, clip 00032 an 00011 might not load when I highlight those clips; even dragging them to the timeline will still not load the clips. If I try "save as" or try closing out of Premiere Pro, it will freeze. The only way to close out of the program is by using Task Manager to end task of Premiere. Then when I try loading up the project again, the same things happen, except the 1-2 clips that don't load can sometimes be different ones; for example, clip 00015 and 00042 don't load, instead of the previously mentioned 00032 and 00011, which work fine.

                                  • 14. Re: Premiere pro cc 2018 & 2019 freezes
                                    byroncortezh Adobe Community Professional

                                    Did you try deleting Media Cache in Preferences?

                                    1 person found this helpful
                                    • 15. Re: Premiere pro cc 2018 & 2019 freezes
                                      ronbr5252 Level 1

                                      I did a costumer care session with a senior manager.

                                      They suspected that the problem is with some MTS files that I had in my projects.

                                      They recommended me to export my MTS files with all of the supporting files that comes with it, with my camera is to export all of the "Private" folder which include supporting files.

                                       

                                      I've updated my premiere pro cc 2019 to the latest version and started a new project from scratch.

                                      Now I can say that the program is a bit more stable and I can export files with 90% success.

                                      BUT still the software can freeze and crash randomly and I can't rely on it to work properly.

                                       

                                      Costumer care told me that they did everything that they could on there behalf  and that the problem might be with any of my other drivers and they also suggested that I will reinstall the software (I already reinstalled my whole computer).

                                       

                                      If someone have a solution it will be very helpful.

                                      2 people found this helpful
                                      • 16. Re: Premiere pro cc 2018 & 2019 freezes
                                        GavinToobe

                                        How much video ram (dedicated) do you have on your GPU? I was having a ton of trouble on two computers with 2GB and 3GB of dedicated GPU ram- and then I upgraded to a GeForce GTX 1070 Ti with 8GB ram. That took care of my troubles on that computer.

                                        • 17. Re: Premiere pro cc 2018 & 2019 freezes
                                          ronbr5252 Level 1

                                          Now I am also experiencing this problem.

                                          Each time I open my project different files are "media pending", when I try to left-click on them premiere crashes.

                                           

                                          The software is totally unreliable.

                                          No solution yet.

                                          • 18. Re: Premiere pro cc 2018 & 2019 freezes
                                            ronbr5252 Level 1

                                            My GPU is 6G ram.

                                            Also you can see that many other people with better GPU's experience the same problems.

                                            • 19. Re: Premiere pro cc 2018 & 2019 freezes
                                              ronbr5252 Level 1

                                              Yesterday I had another session with adobe costumer care.

                                              I called them because I had random files in "media pending" status - each time I've opened the project, different files were pending.

                                              When I tried to press those files, the software freezes till I had to manually crash it.

                                               

                                              THIS PROBLEM WAS NEW - THE OTHER PROBLEMS I'VE MENTIONED IN PREVIEWS COMMENTS WERE STILL GOING ON.

                                               

                                              The session took more than 6 hours - in that time an adobe agent took control on my computer and tried to fix the problem.

                                              They tried many things - I wasn't watching all the time.

                                              They even tried to delete my McAfee antivirus and my Logitech mouse driver.

                                               

                                              Each time they called me and asked me to try and crash the software to see if they managed to fix it - Each time I tried it CRASHED.

                                              In the end they just stopped trying and they didn't even call me to let me know, I've waited till 23PM  for them to make another phone call but I saw that they have disconnected from my computer without telling me anything.

                                               

                                              I appreciate the time they tried to solve the problem but I don't think that Adobe appreciates my time.

                                              I'm trying to fix this problem for more than a month now - I can't take new clients at the moment and I'm losing money - this is my job.

                                              (not to mention 3-4 days of work with adobe taking over my computer)

                                               

                                              So what am I trying to say with this long message?

                                              DEAR ADOBE - As you can see there are more than a few people experiencing this kind of problems.

                                              Each as a different spec, different OS, different GPU, different Mouse, different antivirus, Different file format etc'.

                                               

                                              PLEASE ACKNOWLEDGE THE FACT THAT THE PROBLEM IS WITH YOUR SOFTWARE AND WE ARE WAITING FOR A SOLUTION ASAP

                                               

                                              I really like your products and service but in 2 weeks tops i will have to try my luck with a different service provider such as final cut or Davinci or whatever so I could continue to work and deliver projects to my existing clients.

                                               

                                              Waiting for your reply.

                                               

                                              Ron

                                              • 20. Re: Premiere pro cc 2018 & 2019 freezes
                                                chrisw44157881 Level 4

                                                help us help you. I haven't seen a single crash log in this thread.

                                                 

                                                FAQ: How to find Premiere Pro crash logs on Windows?

                                                • 21. Re: Premiere pro cc 2018 & 2019 freezes
                                                  ronbr5252 Level 1

                                                  I had 3 agents of adobe examine my software for more than 10 hours combined, I think that they probably checked those things themselves.

                                                   

                                                  I'm still waiting for Adobe's response.

                                                   

                                                  Thanks.

                                                  • 22. Re: Premiere pro cc 2018 & 2019 freezes
                                                    fabiov49227431 Level 1

                                                    Hi

                                                    Do you nave installed Neat Video plug in?

                                                    • 23. Re: Premiere pro cc 2018 & 2019 freezes
                                                      Mo Moolla Adobe Community Professional

                                                      Hi Ron. I have been reading this thread with great interest. I see you began by stating you had issues with 2018 and thus decided to update to 2019. This in itself tells me a lot. CC2018 is pretty stable and you should not be having problems on it as it has now matured after its original release.

                                                       

                                                      The problem from my experience is not the Adobe software but something non related. You said that you reinstalled your complete OS and are still having issues? If a user reinstalls an entire OS from scratch and then a piece of software suddenly has issues its far from the softwares fault. CC2018 should run beautifully on a newly installed OS.

                                                       

                                                      My gut feeling is that something, somewhere is conflicting with CC and giving you grief. It could be old Intel Drivers, a corrupt BIOS etc etc. This to me sounds like a Windows/Intel Problem. Would you look into rolling back to say an older version of Windows wth a fresh install AND most importantly updating ALL the drivers that shipped with your Lenovo.

                                                       

                                                      Here is the support page for the latest drivers:

                                                      https://pcsupport.lenovo.com/za/en/products/laptops-and-netbooks/lenovo-y-series-laptops/y 50-70-notebook-lenovo/downloads

                                                       

                                                      When / if you reinstall a fresh OS install NOTHING else beside CC 2018. Leave 2019 alone. Please note this step is very important. Do not load anti virus software, media players, torrent clients etc etc. All that can come later. Also don't install all your 3rd party plugins yet. Let's get PP up and running and outputting so that you are back on your feet first.

                                                      Lets work through a process of elimination one step at a time

                                                       

                                                      Let me know

                                                       

                                                      Mo

                                                      2 people found this helpful
                                                      • 24. Re: Premiere pro cc 2018 & 2019 freezes
                                                        lucies96215132 Level 1

                                                        Hello, I have some problem. Do you find some solution?

                                                         

                                                        Pls help me  

                                                        • 25. Re: Premiere pro cc 2018 & 2019 freezes
                                                          allnet Level 1

                                                          I had the same problems with cc2018, it wasn't stable. I updated to 2019 in hoping it would fix the bugs. In fact, it seems like i'm always updating to fix bugs. You would think updates would fix previous bugs. So frustrating.

                                                          • 26. Re: Premiere pro cc 2018 & 2019 freezes
                                                            allnet Level 1

                                                            i've tried a few things. What i did just now that seemed to help was changing the view in the Project panel. I had it on thumbnail view, but when i changed it back to 'list' view, premiere seemed to be more responsive. Will give an update. Don't know why because i wasn't even close to using my 64gb of Ram.

                                                            • 27. Re: Premiere pro cc 2018 & 2019 freezes
                                                              allnet Level 1

                                                              so far for me, changing the project panel view from thumbnail to list view has helped, for whatever reason. Premiere has become responsive again and hasn't crashed yet.

                                                              • 28. Re: Premiere pro cc 2018 & 2019 freezes
                                                                ronbr5252 Level 1

                                                                So I have a few updates.

                                                                 

                                                                I had another session with Adobe support last Thursday and we tried a few things:

                                                                 

                                                                1. Update GPU Drivers (It's not the first time that we do that)

                                                                2. Minimize thumbnail view to list view (As allnet was saying)

                                                                3. Update Premiere 2019 to the latest version

                                                                4. Changing the render to "software only" (Again)

                                                                 

                                                                I worked for 1 hour and 30 minutes straight with no problems - That's the most time that I managed to work since I posted this thread  2 months ago,

                                                                BUT than it crashed after I've enlarged the V1 channel in my timeline so I could see the thumbnail of the clips that I'm editing.

                                                                 

                                                                So for now I think that the problem is related to thumbnails in the project panel and in the timeline.

                                                                 

                                                                I will try to keep all thumbnails minimized and will update you if it's working.

                                                                1 person found this helpful
                                                                • 29. Re: Premiere pro cc 2018 & 2019 freezes
                                                                  ronbr5252 Level 1

                                                                  OK So it just crashed again with no appear reason after I minimized all of the thumbnails.

                                                                   

                                                                  This is it for me - I am cancelling my subscription and moving to a different editing software.

                                                                   

                                                                  For 2 months I've tried to solve this problem while paying Adobe and they couldn't solve it - Although I must say that they tried to solve it as best as they probably could.

                                                                   

                                                                  Unfortunately I have to leave because I have clients that are waiting for their projects to be delivered for more than a month now.

                                                                  I lost too much of my time and money on this problem hoping that it could be solved in a reasonable time but now I can't keep on without a stable editing software.

                                                                   

                                                                  Adobe - As you can see there are more than a few users that suffers from this issue, I hope that you will solve it soon.

                                                                  If anyone finds a solution please share it.

                                                                   

                                                                  Thanks,

                                                                  Ron

                                                                  1 person found this helpful
                                                                  • 30. Re: Premiere pro cc 2018 & 2019 freezes
                                                                    allnet Level 1

                                                                    premiere is still responsive after leaving the laptop and software open over night. About updating the driver, i was told to go directly to the website( nividia.com for me) and download the update directly from there, as opposed to going through device manager.

                                                                     

                                                                    will update if premiere becomes unresponsive again.

                                                                    • 31. Re: Premiere pro cc 2018 & 2019 freezes
                                                                      allnet Level 1

                                                                      also just to make sure that ALL tabs in the project panel are in list view.

                                                                      • 32. Re: Premiere pro cc 2018 & 2019 freezes
                                                                        allnet Level 1

                                                                        Oh yeah...another thing that's helped me in the past is to see where your project is saved. If it's in Creative Cloud, re-save the project on a physical hard drive, preferably internal, not external, and see if that helps.

                                                                        • 33. Re: Premiere pro cc 2018 & 2019 freezes
                                                                          allnet Level 1

                                                                          Here's a repost of my suggestions. I'll take a look at DaVinci as you mentioned below. Thanks!

                                                                           

                                                                          Here's a few things that has helped me so far with having the same issues.

                                                                           

                                                                          1. Make sure All tabs in the Project Panel are in List View.

                                                                          2.Update graphics driver ( download the update DIRECTLY from the manufacturer website....ie NIVIDIA.COM for me.

                                                                          3. Make sure your project is saved on your internal drive, NOT on Creative Cloud

                                                                           

                                                                          So far these steps have helped me. Will update if it goes awry again. Crossing fingers!

                                                                          • 34. Re: Premiere pro cc 2018 & 2019 freezes
                                                                            GUZMAN07 Level 1

                                                                            This doesn't sound like a real solution other than making a dedicated Premiere Pro machine. I have had the same problem just like everyone else and Adobe is offering no real fix. How do you expect all of us to re-install our OS every time you guys come out with a new update? That is just ridiculous. Do better with your RnD before you release an update and stop suggesting people re-install their OS if your software is the problem in the entire machine! 

                                                                            1 person found this helpful
                                                                            • 35. Re: Premiere pro cc 2018 & 2019 freezes
                                                                              allnet Level 1

                                                                              How about saving the project on your internal drive?  Not on in Creative Cloud.  BTW I’m not an Adobe Employee. Just a end user. I’ve experience everything mentioned here. But my 3 suggestions worked great for me. Just wanted to  offer what worked for me.

                                                                               

                                                                               

                                                                              Sent from my iPhone

                                                                              • 36. Re: Premiere pro cc 2018 & 2019 freezes
                                                                                allnet Level 1

                                                                                Also try saving your project on an internal drive. Not on the cloud.

                                                                                 

                                                                                Sent from my iPhone

                                                                                • 37. Re: Premiere pro cc 2018 & 2019 freezes
                                                                                  GUZMAN07 Level 1

                                                                                  I never save to the cloud. I always use an internal drive. Using the cloud to save large video projects makes no sense to me as professional video editor. To many ways to loose or slow down the video editing proces.

                                                                                  Either way, I found the issue and it was still Adobe’s software causing the problem. I had to reformat the video files to a different MP4 format. PP doesn’t like .MOV files so I had to reformat all of my clips. Then Media Encoder messed that up and had audio sync issues so I had to reformat again with Handbreak. Two and a half hours wasted because P.P. dosent like .MOV files and their encoder couldn’t format the files properly.

                                                                                  I think I’m going to stop paying for PP and pay for a different company that does a better job with their software updates.

                                                                                  • 38. Re: Premiere pro cc 2018 & 2019 freezes
                                                                                    GUZMAN07 Level 1

                                                                                    Try reformatting the video files that you are editing. I had the same issues until I reformatted all the clips to h.264/mp4 and then I started all over again. Every clip that I was handling were .MOV files. Once I reformatted with Handbreak, playback was faster and I was able to edit again. Hope this helps Even thougah it’s months later.

                                                                                    • 39. Re: Premiere pro cc 2018 & 2019 freezes
                                                                                      ronbr5252 Level 1

                                                                                      Hi,

                                                                                       

                                                                                      timdiddy  Simptai   zechariah  benwinter  ilyaz24884913 tomisegoria  elasater818  lucies96215132  allnet  Neofilm GUZMAN07

                                                                                       

                                                                                      I've checked the thread and saw that all of us are having the same issues with premiere.

                                                                                      did any of you manage to resolve it?

                                                                                      if so, what did you do?

                                                                                       

                                                                                      Thanks

                                                                                      1 2 Previous Next