Adobe Premiere Source and Program Monitor Freeze

David Besnette

David Besnette

I love Adobe products but sometimes, they can just suck-it big banana style.   I have the most tricked-out MacBook Pro, yet, Adobe Premiere Pro becomes virtually useless.  I have made progress on it, but it still freezes and crashes way too often.

I have found that working off of only ONE external drive helps.    I had been pulling files from two drives, but having everything come from only one seems to be helping.

Additionally, starting each project from scratch seems to help too.    At times, I’ll start a new, but similar project by just modifying a previous project, since it’s already set up on the timeline.    This saves time, but unfortunately, it **seems** to add to the freezing and crashing if I do this.

I also reverted to an older version of Premiere.  It often seems that as soon as I update to a new version, problems start to happen.

The folks at Adobe said that Premiere is optimized to work off your computer’s internal drives.   That’s not workable for me, as editing in 4k, 60fps would fill up my 2TB internal drives very quickly.

I have included my full chat with Adobe about the issue here in hopes that it may help you or others to solve the problem.  Comments welcomed.

My Chat about Source and Program Monitor Freezing with Adobe

For additional support, view other contact options.

December 20, 2020  10:29 AM

hi there, Premiere pro is crashing frequently with the new Mac Big Sur update – any suggestions?

Adobe Customer Care Virtual Assistant

I want to make sure I understand clearly. Which of these categories best describes your issue?

Troubleshoot a product issue

Fix a stuck install or update

Something else

Troubleshoot a product issue

Adobe Customer Care Virtual Assistant

You need help with Adobe Premiere, After Effects, Rush, Audition or a related product. Is that right?

Yes

No

Yes

Adobe Customer Care Virtual Assistant

Ok. Connecting you to an agent who can help.

Connecting you with a specialist as soon as possible.

You are now connected to Abhishek, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

Abhishek

Hello. I’ll be happy to assist you. You have crashing issue of Premiere pro. We have to reset the application preferences. Doing this will remove all of your custom settings. Is that OK?

If yes Please rename the preferences folder using these steps: Go to >Documents Folder >Adobe >Premiere Pro and rename that folder to old_Premiere Pro.

ok will try now.

Abhishek

Okay

ok I did that

Abhishek

Please check the application.

it is already open on my computer

should I close it and reopen it?

Abhishek

Yes please reopen and check.

I reopened it and it so far is working.  Do I need to do anything else?

Abhishek

Nothing just wait and confirm me.

so far so good

Abhishek

Okay!

thank you for your help – hopefully it keeps working.

Abhishek

Happy to help. You may receive an email with a survey link. Please take a moment to rate your experience and help us improve. Thanks!

thank you will do!

Abhishek

Welcome!

Conversation ended

January 18,  2:51 PM

Hi there, I am having trouble with Premiere Pro

Adobe Customer Care Virtual Assistant

You need help with Adobe Premiere, After Effects, Rush, Audition or a related product. Is that right?

Yes

No

Yes

Adobe Customer Care Virtual Assistant

Ok. Connecting you to an agent who can help.

Connecting you with a specialist as soon as possible.

You are now connected to Archit Ajmera, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

Archit Ajmera

Hello, I’ll be happy to assist you with Premiere pro. Please elaborate your issue so that we can assist you better.

Hi there, The source monitor/panel on Premiere pro keeps getting stuck (not playing).

Archit Ajmera

Okay, may I know you are working on windows or windows or mac?

Mac

Archit Ajmera

May I know since when you are facing this issue and your exact version of Premiere pro.

14.7.0 build 23.    I downgraded from the most recent version to see if that would fix it but it did not.

Archit Ajmera

May I know since when you are facing this issue?

This started today, but I have not been working in Premiere Pro for a few weeks.

Archit Ajmera

Okay, can we reset the preferences of the application and check once.

Ok, how do I reset preferences?

Archit Ajmera

Please save the project and close the application -> open Finder and type ~/Library in the box and enter OR minimize all the windows or tabs which are open -> Click blank on the desktop screen once and then you will see the Go option on top near Apple icon -> Click on Go option and then select the option of Go to folders -> a box will open, type ~/Library in the box and enter -> go to application support folder -> go to Adobe folder -> there you will see the premiere pro folder, please rename this folder to premiere pro.old. 

Please close this window -> click blank on the desktop -> click on that Go option and then go to documents -> go to Adobe -> there you will see the premiere pro folder, please rename this folder to premiere pro.old.

Read Entire Message

ok…just a moment..

Ok..I think I did all of this.

Archit Ajmera

Great! please open premiere pro create a new project and then try to work and check/.

one moment…

Archit Ajmera

Sure, let me know that helps or not.

so far it seems to be working

I spoke too soon – it just got stuck again

Archit Ajmera

Perfect! I hope I was able to resolve your issue so can we go ahead and close your case?

Okay, may I know you are working on team project or individual?

Just me – I have a very up to date macbook pro that I am working on.

Archit Ajmera

Please click on premiere pro -> Preferences -> Media cache -> delete media cache from there and then try to work and check.

ok..one moment

Archit Ajmera

Sure, and then try to work and check.

I had to force close it, and then it said a ‘serious error occurred” – so I am having to re open it – stand by please..

Archit Ajmera

Sure, take your time.

So every time I close out Premiere, and Reopen – I am able to work on 1 or 2 clips, and then the source monitor just freezes – it just happened again.

Archit Ajmera

Okay, can we uninstall and reinstall premiere pro from direct download link.

Where is the direct download link?  thank you

Archit Ajmera

We will provide you that direct download link please try to uninstall and let me know once it is done.

Ok..thank you.  stand by. 🙂

would doing “Sync Settings” do anything to help?

Archit Ajmera

That might help but once lets try with direct download link.

when I uninstall, should I keep app preferences or remove?

Archit Ajmera

Please remove preferences.

Ok, it’s uninstalled

Archit Ajmera

Please download premiere pro from the link given below and let me know once it is downloaded.

https://ccmdls.adobe.com/AdobeESD/PPRO/14.0/osx10-64/0ada6075-dc72-450e-b2b7-70d1b8325021/AdobePremierePro14AllTrial.dmg?token=exp=1611095200~hmac=5c305164592ca34421c4c573468d1a47cee1b9a9b3a19997f94e8a5ae9976d23

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ok..

It’s downloading but slowly…stand by..

Archit Ajmera

Its okay, let me know once it is downloaded.

about 1/2 way there..

Ok, done downloading, I’ll try to install now

Archit Ajmera

Sure.

Let me know that helps or not.

Looks like it is installed

I will check…it says “The previous audio device configuration is no longer available.  Do you want to open the Audio Hardware Preference?”   – what should I do?

Archit Ajmera

Please go to preferences-> audio hardware and select the audio hardware from there.

Ok, I’ll try to edit some files now?

Should I do ‘Sync Settings’ first?

Archit Ajmera

Please try to work and check with premiere pro.

ok…

seems to be working so far – I don’t see Premiere appearing in my Creative Cloud programs 

Archit Ajmera

It will start appearing after sometime.

Ok…so for now, I don’t need to do anything else?

Archit Ajmera

Perfect! I hope I was able to resolve your issue so can we go ahead and close this case?

I think it is working so far – thank you so much for your help!

Archit Ajmera

Happy to help. You may receive an email with a survey link. Please take a moment to rate your experience and help us improve. Thanks!

thank you – will do

Conversation ended

January 18,  4:01 PM

Adobe Customer Care Virtual Assistant

Hi. I am the Adobe Customer Care Virtual Assistant. Tell me what you need help with. I’ll do my best to understand and find the right person to assist you.

After Effects

Adobe Customer Care Virtual Assistant

I want to be sure I understand clearly. Can you describe the issue more specifically?

Can’t import media after effects

Adobe Customer Care Virtual Assistant

Sounds like you need help using an Adobe product or troubleshooting an issue. Is that correct?

Yes

No

Yes

Adobe Customer Care Virtual Assistant

I want to make sure I understand clearly. Which of these most closely matches your app?

After Effects

Media Encoder

Something else

After Effects

Adobe Customer Care Virtual Assistant

Ok. Connecting you to an agent who can help.

Connecting you with a specialist as soon as possible.

Sorry for the delay. We’re busier than expected. Thank you for your patience.

Conversation ended

Today  9:10 AM

Premiere Pro issue

Adobe Customer Care Virtual Assistant

You need help with Adobe Premiere, After Effects, Rush, Audition or a related product. Is that right?

Yes

No

Yes

Adobe Customer Care Virtual Assistant

Ok. Connecting you to an agent who can help.

Connecting you with a specialist as soon as possible.

Your estimated wait time is currently less than one minute

You are now connected to Akriti, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

Akriti

Hello, I’ll be happy to assist you with Premiere Pro issue. Could you please elaborate your issue that you are facing in Premiere Pro.

Yes, the playback/source monitor screens freeze up quickly after I start working and I have to then force quit premiere pro and start again.  I am on a mac

Akriti

Alright. Please provide your system information: 

1.) MAC OS version 

2.) Graphics card model (if any) 

3.) System RAM (in GB)

4.) Application Version

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Big Sur and AMD Radeon Pro 5500M 8 GB

Intel UHD Graphics 630 1536 MB

Akriti

Thank you for the information. Please go to Preferences>Audio Hardware>and make default input to no input then click on OK.

Also go to File>Project settings>Scratch disc and change the Audio and the video preview location by clicking on Browse and then check for it.

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ok, just a moment..

So the second instruction I am not sure I understand – when I hit Browse, what am I looking for for the Audio and Video preview location?

Akriti

You need to change the location for example if location is desktop then change it to documents you can create any preview location and change the location of the same.

The location is set to “Same as Project’

So I can change it to basically anywhere else?

Akriti

Yes so change it to anywhere else but it should be internal only may be documents or desktop.

Even go to File>Project settings>General and make the renderer to software only.

ok..one moment

I’ve done all the steps and restarted premiere and at the moment it is working.

so I am working on it again and the source monitor froze.   Isn’t there a step of deleting some old file or library?   I have done this once before a while ago

Akriti

Alright. Please go to GO> Go to folder and then type /Library/Application support and then hit on enter.

Then go to Adobe/Common/Plug in/7.0/Media core and check if there is any other plug in than dummy.txt.

Also go to Preferences>Media cache>click on delete and then OK.

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There is a GoPro plugin and MaPlugins

Akriti

Alright. Please bring those plug in to desktop. You can create a new folder named plug in in the desktop and from Media core remove the plug in to desktop, then relaunch the application and then check.

Ok I have done all that – so far it’s working – hopefully it will stay that way.  thank you!

Froze again 🙁

Akriti

Alright. May I please know the file format?

.mp4 –

there were two plugins in that folder, I had only removed one – I just removed the other and restarted – I will see if it keeps working.

nope. Froze again

Akriti

Thank you may I know if its happening with all the projects?

Please let me know is the video recorded from a camera or downloaded from somewhere.

Even the plug in should be in the desktop that is Media core should only have dummy.txt plug in.

Read Entire Message

I can open a different project.   the video comes from my cameras and drone.

would it be useful to try to unistall and reinstall?

Akriti

Okay. I would request you to please transcode any one file from the HandBrake and then check the same.

no idea what handbrake is

Akriti

You can just search for HandBrake in browser and install for MAC. Then there is a option to import file and transcode the same.

Is it ok if I access your computer remotely to assist you? If yes, please close your personal files and folders. Let me know once you are ready to start the remote session.

yes

I don’t have any personal files open

Akriti

Alright. This is the link for remote session.

https://screen.share.adobe.com/?ak=1e2597ebb6040575596eb7d8dc7c5074

Please follow the below mentioned steps:

1.Click or Copy the link and open it in a new browser tab. 

2. Download, Save, and then Run the Bomgar setup on your machine. 

3. Agree to the License Agreement and Screen Recording. 

4. When the Bomgar window opens, click on “Allow” to start sharing.

To allow mouse access please follow these steps: 

1. Click on ‘Allow’ in the Bomgar chat window 

2. Click on Open System preferences. 

3. Within System Preferences, unlock the padlock and check Remote support customer client 

4. It will ask you to ‘Quit now’ or ‘Later’ – click on ‘Quit Now’ 

5. Go to Accessibility, unlock the padlock and check Remote support customer client, and lock

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ok i think it’s set

Akriti

Please go to System Preferences>Security and Privacy>Privacy> Screen Recording and unlock the lock and then enable the remote user client desktop.

i think it’s set

Akriti

Yes now its done.

most of the movie files I work from are on the external drives

Akriti

Alright then please move any one of the file in internal drive it could be in the desktop. As the adobe applications are designed in a way to give the optimized performance when in the internal drive so please check with that once.

I have put two files in a folder on the desktop called “For Adobe” – one is from a dslr, the other from a drone – both are .mp4

Akriti

Alright. Please close Premiere Pro then relaunch it, will check for the same.

that always happens after it freezes…

It is usually after I open a clip in the source monitor to edit that it freezes

Akriti

Alright. Please check now, if still its freezing.

not yet

does not seem to be

ok..there it goes – it froze

Akriti

Yes, it seems the issue would be because of the file is in the external drive. As the Adobe applications are designed in a way that it gives optimized performance when the files are in the internal drive so I would request you to please change the location to internal drive may be desktop or else lets try with transcoding any one file from hard drive and then check.

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Well, with 4k files, that would fill up my internal drive almost immediately – is there something else we can try?

Akriti

Alright, lets try with transcoding it and then check.

Please open your file from hard drive in HandBrake.

one of the files from the external drive?

Akriti

Yes correct.

Please select any location of external drive.

ok

Akriti

Now please relaunch the application and then import the transcoded file in a new project and check for the same.

premiere won’t ever quit unless I “force quit” fyi

Akriti

Yes, after freeze this happens we need to do force quit.

So now I have transcoded the file and imported the transcoded file. Please check now if still its freezing.

so far it seems to be working.   Do I have to transcode every file before using?

Akriti

Yes, it seems now as the videos are recorded from drone and camera so sometimes it get corrupted or due to the codec. So I would request you to please transcode the file before importing to Premiere Pro.

Please feel free to contact us back even after transcoding the files if you are facing the same issue. We would be happy to help you.

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is there any particular settings within Handbrake that I need to set the files to?  I wasn’t paying attention to what settings you did

Akriti

I will show you once again, Okay, you just have to open the file then go to video and select constant frame rate and even select web optimized in the summary.

Select any other file.

will it allow me to batch process?

Akriti

You need to select one at a time as we cannot transcode multiple files in one go with the HandBrake.

oh my god that will take forever.   Do you think if I temporarily work off of my internal drive for each video that would solve the problem and then move the files to an external once I am done?

Akriti

Yes, you can even do that it will be great, you can move all your files to internal drive may be in desktop and then work on it once the project is exported you can move those to external drive.

Ok..well, I will give that a try.   Is there any way you can email me a transcript of this chat for reference?

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