PPro and AME crashes...all the time. When you start them up, when you work, when you export, ever since I downloaded the updates last week.

Question

I've been trying to edit and export timelapses I've shot in July. It's been an uphill battle since then.
First Lr gave me mountains of issues (seems to be doing ok now) and now Ppro and AMe is doing the same. Since I've downloaded the update last week they have both just stopped working. AME doesn't even want to start up anymore. Ppro starts ok but won't export anything anymore. The is one older project that I've finished before the update. That exports fine. But any new project I've created since refuses. I'm dropping the images into a 4k sequence, the dropping the 4k sequence into a 1080 sequence so I can ad some movement. Bet even if I take the images directly to the 1080 sequence it crashes the moment I hit export.
The timeline on this project is KILLING me! It's not supposed to take this long.
Please help!

Answer 1

Hi LFW,
Lowflyingweasel wrote:
I'm in South Africa. Don't know if the service here is somehow different. But I have tried during business hours! Your set Business hours. The online chat has been unavailable for days. I tried them twice before starting this thread.
Sorry to hear that. I'll raise the issue with my superiors a bit later this today. I have heard our chat software is disconnecting randomly in some cases. We are updating that system, but I can find out more later.
Lowflyingweasel wrote:
I am a little desperate and cannot believe that this tread had been active for 8 days without contact??!! If I posted wrong, or you need more info or whatever, please, why didn't anyone simply say that?
I am responsible for handling this forum and other products in the digital video realm. Because of the volume, it is not possible to answer every post. We do rely on the community to help out for posts like this, but some of them simply get by us. Yours was especially neglected and I apologize for that. Our forums are very good most of the time, but for a guaranteed response, you were doing the right thing by contacting support. The fact that both the forum and support failed you is very troubling and I'll see to it that you get the help you need. Since chat is not working for you, try the phone. Once connected, ask for the "video queue" so that you will be routed to the appropriate support team immediately.
Lowflyingweasel wrote:
I have restarted, reinstalled, tried to re-write the preference file, 8 new project file, re-exported all the images and could manage all but 3 time-lapses. They simply will not export. Not in ANY format from Pr CC 2014 nor via AME.
You may want to trash preferences for both Premiere Pro and AME. See the instructions below. I will also include troubleshooting steps I have been giving users. These steps may help you, as well.
Try the following:
Quit Premiere Pro, then reboot the computer. Launch Premiere Pro once more
Sign out from Creative Cloud, restart Premiere Pro, then sign in
Update any GPU drivers
Trash preferences
Ensure Adobe folder preferences are set to read/write in all 3 locations.
Delete media cache
Delete preview files: usually located here: Documents > Adobe > Premiere Pro > 8.0 > Adobe Premiere Pro Preview Files > [Your Project]Delete the preview files in this folder by dragging them to the Trash.
Remove plug-ins
If you have AMD GPUs, make sure CUDA is not installed
Repair permissions
In Sequence Settings > Video Previews, change the codec to one that matches your footage
Disconnect any third party hardware
If you have a CUDA GPU, ensure that the Mercury Playback Engine is set to CUDA, not OpenCL
Disable App Nap
Reboot once more
Thanks,
Kevin