[Peter Garaway]

Hello Michele,

Sorry for the delay? Hopefully, you’re not still having issues but in case you are here’s a few things you may want to try to resolve this issue. Please try testing import after each step.

0. Double check you have the latest Premiere and graphics versions installed
1. While launching Premiere, hold down Shift + Alt (this clears your prefs)
2. Delete your media cache files – https://forums.adobe.com/thread/2152942
3. Try moving your Media Cache to a new location
4. Uninstall Premiere Pro > Run cleaner tool (https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html) > Reinstall Premiere Pro

Let us know how it goes!

Peter Garaway
Adobe
Premiere Pro

[Peter Garaway]

Hello Michele,

Can you share some more details about your system and how you’re importing?

1. System specs?
2. Where’s the media stored?
3. What version of Premiere?
4. Are you importing through the Media Browser or File>Import?
5. Does this happen with all media types or a specific kind?

Thanks,

Peter

Peter Garaway
Adobe
Premiere Pro

[Peter Garaway]

Hi Eric,

Wanted to follow up with you to see if you had the chance to send me your project? I got Andy’s and so far I’ve yet to reproduce. It would be helpful to get your project as well.

If you’re no longer having any issues then you can ignore me ☺

Peter Garaway
Adobe
Premiere Pro

[Peter Garaway]

Glad you got it figured out.

To render in software (using the CPU only) go to File> Project Settings > General. From the Video Rendering and Playback dropdown menu, select ‘Mercury Playback Engine Software only’

If you want to learn more details on rendering in Premiere Pro there’s lots and lots of info here:

https://blogs.adobe.com/creativecloud/cuda-mercury-playback-engine-and-adobe-premiere-pro/

Peter Garaway
Adobe
Premiere Pro

[Peter Garaway]

Hey Mike,

Sorry for the trouble. What everyone said is pretty spot on. If you’re on a time crunch, rather than trying to figure out the cause you might want to try exporting the sequence in Software rendering mode. This should allow you to get the export out.

Once you get your sequence exported, we can try to figure out what’s going on.

Peter Garaway
Adobe
Premiere Pro

[Peter Garaway]

Hey Eric,

I’m not sure how the uploading system works here. I didn’t get a notification and didn’t see anything when I looked at my account. Would you mind emailing me pgaraway at adobe dot com?

In the email, if you can include the steps you took to make the crash happen eg

1. Opened project
2. Rippled trimmed the 1st clip in the sequence by 10 frames
3. etc….

Thanks! Hopefully, I can reproduce and get this fixed soon.

Peter Garaway
Adobe
Premiere Pro

[Peter Garaway]

Hi Andy,

You can reach me at pgaraway at adobe dot com

Thanks for sharing!

Peter Garaway
Adobe
Premiere Pro

[Peter Garaway]

Hi Andy and Eric,

Would you guys be willing to send me the project files that are causing the crash? I’d like to see if I can reproduce even without the media attached.

Sorry for the trouble and thanks for the report.

Peter Garaway
Adobe
Premiere Pro

[Peter Garaway]

Hi Eric,

I haven’t seen others report this issue in Premiere 2017 but there are a few things you can try. If you’re still crashing after following these steps Please share a crash log.

1. Reset your preferences/plug-in cache

To reset preferences and plug-in cache at the same time, hold down Shift-Alt (Windows) or Shift-Option (Mac OS) while the application is starting. Release the Shift-Alt keys or Shift-Option key when the splash screen appears.

2. Delete all the contents of the “Media Cache” and “Media Cache Files” folders here:

Mac location:
/Users/[username]/Library/Application Support/Adobe/Common

Windows location:

\Users\\AppData\Roaming\Adobe\Common\

Peter Garaway
Adobe
Premiere Pro

[Peter Garaway]

Thanks for the update. Glad it worked for you!

Peter Garaway
Adobe
Premiere Pro