Despite the immense rage and frustration that cumulates at these times, I'll try as hard as I can to stick to the facts here:
Premiere CS5 has been completely unusable since I purchased it 6 weeks ago. It is running on a new Windows 7 Home Premium 64 bit system. It cannot handle playback of HDV and crashes the machine at random intervals during playback, normally after a few seconds. Sometimes the 'crash' means the video freezes while audio continues to play. Sometimes, the crash locks up the whole machine or even forces an immediate re-boot. Premiere seems to behave as if it is running on an old, slow system that can't keep up. I cannot perform a single edit on my timeline due to the crashing issue.
I have a support case open with Adobe but they appear to have no idea how to fix the issue and keep going round in circles (they have tried to close the case 3 times as well!). I have spoken to Sunny, Sundeep, Riaz, Deepak and the supervisor, Avinash. I also contacted technical sales engineer Steve Burnard (at BVE, Earls Court) but so far have been ignored, despite his promises to help. I have worked through an exhaustive list of maintenance so far, but have made no progress. It goes without saying really, but my business is suffering bigtime.
My system spec is as follows: Asus P7P7P55-M, Intel Core i7 870, Coolermaster Hyper TX3, 8gb Corsair DDR3 1600mhz DHX CL9 (4x 2gb modules), NVidia GeForce GTX 460 1GB, 700w EZCool Tornado PSU, Western Digital FW800 Raid Array, Matrox Triplehead2go (now disconnected for faultfinding). The machine is NOT overclocked and I have no antivirus software or any other key programs on the system: It is a dedicated video edit system.
I am running Premiere CS5 ver 5.0.3 (all updates installed). My NVidia drivers are up to date (Ver 266.58). My footage is HDV 1080i from a Canon XLH1a (PAL).
Here's a summary of the main things I've tried. None of these steps made any obvious difference:
- Changed 'Optimise rendering for memory/performance'
- Fiddled with memory allocation settings
- Cleared cache
- Lowered playback quality
- Captured/imported new HDV footage (same camera)
- Re-captured the 'problem' footage (same camera)
- Imported footage from another (working) machine. This footage edits/plays perfectly in CS3 on the old machine and was captured on the same camera
- Moved footage to a different internal (fast) hard drive
- Updated BIOS and other system drivers
- Entered memory timings/voltages manually instead of using BIOS 'Auto' settings
- Disconnected TH2go and uninstalled Matrox Powerdesk
- Updated/re-installed video card drivers (clean install)
- Uninstalled Premiere, then reinstalled updates one at a time (to latest 5.0.3)
- Run memtest86 with only one DIMM installed at a time - no errors reported
- Run Prime95 Torture test for 4.5 hours with no errors reported
- Tried to import Quicktime HD files from 'Footage Firm' DVD (won't import)
The footage that crashes Premiere CS5 plays back fine in Windows Media Player on the same machine, at full res.
The footage that crashes Premiere plays and edits fine on an old machine running Premiere CS3.
Scene capture does not work correctly - it cuts off after a few minutes. Tapes therefore have to be captured in their entirity, meaning file sizes are large.
AVI files seem to play back fine so far (could it be related to higher compression formats?)
Apologies for the length of this post. It's a complex, long-term problem and so far no Adobe 'professionals' have displayed any real willingness to help. Adobe support have so far suggested only the basics. They are extremely reluctant to let you speak to their higher-level support agents and seem to basically just be script-readers. If a suggestion doesn't work they seem to have no idea of what to try next (until they 'talk to their superiors'!).
They have recorded a session with me and are apparently still discussing the results: Honestly, I'm not sure I believe them. Four weeks has passed now. I feel I really need someone to attempt to address the machine/Premiere conflict on a hardware to software level. I may be wrong, but given all my tests so far this appears to be caused by a conflict between Premiere and something in/on my machine ...but what?!! I see no evidence of faulty hardware.
Any advice further to everything listed above would be so incredibly appreciated. Thanks in advance.