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Dustin
Dustin, Computer Support Specialist
Category: Software
Satisfied Customers: 13535
Experience:  I have vast experience with configuring & repairing and utilizing software.Also worked in The US Army as A Network Switching Systems Operator/Controller
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I have Adobe Premier Pro CC. After about a year of use, it

Customer Question

I have Adobe Premier Pro CC. After about a year of use, it suddenly frezzes as soon as I try to import media into a project. It stops responding and won't even close via Task Manager.
Submitted: 1 year ago.
Category: Software
Expert:  Dustin replied 1 year ago.

Welcome to Justanswer.com, my name is Dustin.
I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.

To get started, I need to know what type of computer you are using, a Windows XP, Vista, Windows 7, Windows 8, or Windows 10?

Customer: replied 1 year ago.
Windows 8.1
Customer: replied 1 year ago.
Expert:  Dustin replied 1 year ago.

Thank you, ***** ***** the last time Adobe premier was working?

Also, would you like me to connect to your computer from here and work on the issue directly on screen? If so we can set this up via a secure remote assistance session. That session is guaranteed meaning if I cant help you then you will be entitled to a full refund of all fees.

Otherwise, I can try and assist you via written support alone. Let me know how you'd like to begin.

Customer: replied 1 year ago.
Lets try written support
Expert:  Dustin replied 1 year ago.

All right,.. lets try a simple repair first.. This wont erase any of your files, pictures, etc. And if we dont like the outcome we can undo this repair very easily.

Shut down the windows 8 computer, start it.. When it gets to the windows sign in screen, dont sign in.

Instead, left click the power button at the bottom right.

Then, hold down the shift key on your keyboard, and then click restart.

This should bring you to the blue screen menu.. Choose troubleshooting, advanced, and then choose system restore.

Once system restore loads, choose a restore point that was one at least day before this problem started and then carry out the system restore.

That should fix the issue, but if you get stuck or this doesnt work then please send a detailed reply and I will assist you further as needed.

I strive to provide great service, and greatly appreciate a 5 star rating clicked and submitted when you are satisfied.. I always answer follow up questions.

Dustin S.

Senior Technician and Network Switching Systems Operator / Maintainer.

Customer: replied 1 year ago.
I ran system restore already
Customer: replied 1 year ago.
Last time I used the program was last Friday (no problems)
Expert:  Dustin replied 1 year ago.

Fair enough.

Lets try this next, shut down premier if its open.. Then, hold down the windows key on your keyboard , press R

Then type in %appdata% and hit enter.. This will load you into either appdata / roaming or appdata/local

In both the app data local and roaming folder, open the adobe folder, then right click the premiere folder and rename it to the same name with .old

Do that in both the local and roaming areas. Once both folders have been renamed, start premier and test.. Any change?

Customer: replied 1 year ago.
I cant shut it down, once I try to import media it won't respond.
Expert:  Dustin replied 1 year ago.

Then you will have to close it with the task manager first, then try the steps I suggested.

Customer: replied 1 year ago.
It doesn't respond to task manager either
Expert:  Dustin replied 1 year ago.

In task manager, instead of trying to close it from the applications tab, go to the processes tab.

locate the adobe premier process, right click it and then click end process.

That will close it

Customer: replied 1 year ago.
In Processes when I right click on Premier Pro, End Process isn't an option. Only End Task
Customer: replied 1 year ago.
It took until now to respond to End Task
Expert:  Dustin replied 1 year ago.

end task will do, try that. It will close it. Then proceed with these steps.

Lets try this next, shut down premier if its open.. Then, hold down the windows key on your keyboard , press R

Then type in %appdata% and hit enter.. This will load you into either appdata / roaming or appdata/local

In both the app data local and roaming folder, open the adobe folder, then right click the premiere folder and rename it to the same name with .old

Do that in both the local and roaming areas. Once both folders have been renamed, start premier and test.. Any change?

Customer: replied 1 year ago.
Premier Pro isn't in Local but it is in roaming
Customer: replied 1 year ago.
No change
Expert:  Dustin replied 1 year ago.

Is it a specific type of media you are trying to import?

Or from a specific source? can you try importing a different type of media, or import from a different source?

For instance, if you are t rying to import directly from a camera, instead copy the files to a folder first. Then, try importing into premiere from the fodler.

Any change?

Customer: replied 1 year ago.
No chaange
Expert:  Dustin replied 1 year ago.

Ok.. And you said you tried a system restore.

Did you restore to a point before the problem began? Also, did it say the restore was successful when it completed and windows started?

Customer: replied 1 year ago.
Expert:  Dustin replied 1 year ago.

In that case, we need to check the event viewer, application logs, and find the warning event for premiere showing the crash.

go to event viewer and check the application error listed in it. Please check for the faulting module name and faulting application name.

Once we know both of those, we should be able to isolate and fix the issue causing this. ( it could be a graphics driver issue )

Customer: replied 1 year ago.
where do I find an event viewer
Expert:  Dustin replied 1 year ago.

Its on your applications.

But if you dont know where to find it, then you may have a hard time opening it and viewing the application logs, and finding the most recent event error for premiere.

if you are using Windows 8, Press the windows key and hold it then press the letter X to bring up the ‘Power Task Menu’. From the options displayed, select ‘Event Viewer’.

Now select windows logs, applications log, and then look for the recent errors for premiere..

Please check for the faulting module name and faulting application name.

Once we know both of those, we should be able to isolate and fix the issue causing this. ( it could be a graphics driver issue )

Customer: replied 1 year ago.
The program Adobe Premiere Pro.exe version 9.2.0.41 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel.
Process ID: ba0
Start Time: 01d1f723c1b1f8da
Termination Time: 60000
Application Path: C:\Program Files\Adobe\Adobe Premiere Pro CC 2015\Adobe Premiere Pro.exe
Report Id: a13a934e-6318-11e6-8293-2c337afa5c2b
Faulting package full name:
Faulting package-relative application ID:
Expert:  Dustin replied 1 year ago.

Are there any other errors then that.. The one you sent seems like its missing some info..

It doesnt mention a module name, is that t he whole error message?

Customer: replied 1 year ago.
60;Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="Application Hang" />
<EventID Qualifiers="0">1002</EventID>
<Level>2</Level>
<Task>101</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2016-08-15T15:59:12.000000000Z" />
<EventRecordID>46300</EventRecordID>
<Channel>Application</Channel>
<Computer>ShowEdit</Computer>
<Security />
</System>
- <EventData>
<Data>Adobe Premiere Pro.exe</Data>
<Data>9.2.0.41</Data>
<Data>1510</Data>
<Data>01d1f70d223e3d4f</Data>
<Data>60000</Data>
<Data>C:\Program Files\Adobe\Adobe Premiere Pro CC 2015\Adobe Premiere Pro.exe</Data>
<Data>06bdb1c2-6301-11e6-8295-2c337afa5c2c</Data>
<Data />
<Data />
<Binary>55006E006B006E006F0077006E0000000000</Binary>
</EventData>
</Event>
Customer: replied 1 year ago.
The program Adobe Premiere Pro.exe version 9.2.0.41 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel.
Process ID: 1510
Start Time: 01d1f70d223e3d4f
Termination Time: 60000
Application Path: C:\Program Files\Adobe\Adobe Premiere Pro CC 2015\Adobe Premiere Pro.exe
Report Id: 06bdb1c2-6301-11e6-8295-2c337afa5c2c
Faulting package full name:
Faulting package-relative application ID:
Expert:  Dustin replied 1 year ago.

Allright.

Lets use the creative cloud uninstall cleaner tool to uninstall..

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

Once complete, restart the computer and then reinstall premiere cc.. Any change?