TechNote

Troubleshoot system errors or freezes in Adobe Premiere Pro (CS4 on Mac OS X)

What's covered

Beginning troubleshooting
Intermediate troubleshooting
Advanced troubleshooting

This document can help you resolve system errors that occur while you use Adobe CS4 CS4 in Mac OS X. System errors can manifest themselves in many different ways, including (but not limited to) the following:

A blank or flickering dialog box
A frozen cursor or screen
An error message such as, "The application 'CS4' has unexpectedly quit. The system and other applications have not been affected."

Different factors can cause system errors, including conflicts among device drivers, software, and hardware, and corrupt elements in specific files. Although a system error may occur only when you work with CS4, CS4 may not necessarily be the cause--it may be the only application that uses enough memory or processor cycles to expose the problem.

To benefit most from this document, perform the tasks in order. Keep track of the tasks you perform and the results of each task, including errors or problematic behavior. Adobe Technical Support can use this information to better assist you, if you need to call.

Beginning troubleshooting

The tasks in this section can help you resolve the most common system errors. Before performing any of these tasks, back up all personal files (for example, CS4 files you created). Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem.

1. Make sure that the system meets the minimum requirements for CS4.

CS4 may not run correctly on a system that doesn't meet the following requirements:
Make sure that your system meets the following requirements:

Mac OS X v10.4.1110.5.4
2GB of RAM
10GB of available hard-disk space for installation; additional hard-disk space required during installation (cannot install on a volume that uses a case-sensitive file system or on flash-based storage devices)
1,280x900 display with OpenGL 2.0-compatible graphics card*
Dedicated 7200 RPM hard drive for DV and HDV editing; striped disk array storage (RAID 0) for HD; SCSI disk subsystem preferred
DVD-ROM drive (SuperDrive for DVD burning)
Blu-ray burner required for Blu-ray disc creation
Core Audiocompatible sound card
QuickTime 7.4.5 software required to use QuickTime features
Broadband Internet connection required for online services

For updates to system requirements and more detailed information about video hardware compatibility, visit www.adobe.com/products/premiere/systemreqs.

2. Troubleshoot serial number problems.

If the Adobe application installer returns the error "Invalid Serial Number" after you enter the serial number or during startup, then do one or more of the following:

Delete the serial number from the Serial Number text box, and then reenter it exactly as it appears on the back of the application CD case, in the registration e-mail, or on the registration web-page.
Reenter the serial number using different numeric keys. For example, use the numeric keys above the alpha characters instead of the numeric keys on the keypad.
Make sure you typed the number zero (0) correctly, not as the letter O.
Contact Customer Service at 800-833-6687 (United States and Canada). In regions outside of the United States or Canada, visit the Adobe website at www.adobe.com, select your region from the menu at the top of the page, and then click Contact Us.

3. Log in as a user with administrator privileges (Mac OS X)

See "Log in as a user with administrator privileges (Mac OS X)" (TechNote kb404926) for details.

4. Install the latest version of CS4.

Your operating system and hardware drivers may be more compatible with the latest version of CS4 than with an earlier version. Before you install an update or upgrade, make sure that your system meets the requirements.

The free CS4 CS4 update is available from the Adobe website at www.adobe.com/support/downloads. An upgrade, however, may solve a wider range of problems. (You may prefer to try the tasks in the rest of this document before upgrading.) You can purchase upgrades from Adobe Authorized Resellers and from Adobe directly:

To locate an Authorized Reseller, visit the Adobe website at http://partners.adobe.com/resellerfinder/na/findreseller.jsp and choose your country or region from the menu at the top of the page.
To purchase an upgrade from Adobe, visit the Adobe Store at http://store.adobe.com/store and choose your country or region from the menu at the top of the page.
To contact Adobe Customer Service in your region for assistance, visit the Adobe website at www.adobe.com, select your region from the menu at the top of the page, and then click Contact Us.

5. Install current Mac OS X updates.

Updates to the Mac OS X operating system can improve its performance and compatibility with applications. You can obtain Mac OS X updates from the Apple website at www.apple.com/downloads/macosx/, or choose Software Update from the Apple menu. For assistance installing updates, contact Apple technical support.

Important: Before you install a system update, check the system requirements for CS4 CS4 (and any third-party software or hardware you may use with CS4) to ensure compatibility. If the update isn't listed,then contact Adobe or the manufacturer of your third-party software or hardware.

6. Re-create the premier Pro CS4 preferences files.

You can re-create the Premier Pro CS4 preferences files to eliminate problems caused by a damaged preferences files.

Note: Re-creating the Premier Pro CS4 preferences files restores settings to their defaults.

To re-create the CS4 preferences [[file or files]]:

Quit Premier Pro CS4.
Drag the Users>[Username]>Library>Application Support>Adobe>Premiere Pro>4.0 folder to the Trash.
Restart Premier Pro CS4.

If the problem recurs after you re-create the Premier Pro CS4 preferences files, then the problem isn't related to preference files. To restore custom settings, drag the file you moved in step 2 back to its original location, and then click Replace to the alert "An item named '[filename]' already exists in this location. Do you want to replace it with the one you're moving?"

7. Run Premier Pro CS4 while no other applications are running.

To maximize available RAM and reduce the chance that another application may conflict with Premier Pro CS4, quit open applications, and then restart Premier Pro CS4.

If applications don't quit as expected, then force quit them.

To force quit open applications:

Choose Force Quit from the Apple menu.
In the Force Quit Applications dialog box, select an application, and then click Force Quit.

Note: Don't select the Finder, which is the core Mac OS component.
Click Force Quit again when Mac OS returns the alert "Do you want to force [[APPLICATION]] to quit?"
Restart CS4, try to re-create the error, and continue as follows:
- If the error doesn't occur, then the application you selected in step 2 conflicts with CS4.
- If the error occurs, then repeat steps 3-4; or, if you've quit all open applications, then proceed to the next task.

8. Check the DVD and DVD-ROM drive.

Sometimes dust or dirt on a DVD can interfere with an installation and prevent your DVD-ROM drive from recognizing the media. Examine the application DVD for dirt, dust, or fingerprints. Gently wipe the bottom of the disc from the center outward with a soft, lint-free cloth.

Verify that the DVD-ROM drive can read other DVDs. If it can't, examine the disc caddy or loading tray for dirt and clean it with a lint-free cloth. If it still can't read other DVDs, contact the drive manufacturer or Apple Computer.

9. Update the video card driver.

Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, then contact the video card manufacturer for an updated driver, or download one from the manufacturer's website.

10. Start the system in Safe Boot mode (Mac OS X)

See "Start the system in Safe Boot mode (Mac OS X)" (TechNote kb404936) for details.

11. Install CS4 from the desktop.

Some system components--for example, device drivers and virus protection utilities--can conflict with the CS4 installer and result in an incomplete or failed installation. To prevent these conflicts, install CS4 from the desktop.

Copy the CS4 folder from the CS4 DVD-ROM to the desktop.
Open the CS4 folder on the desktop.
Double-click the Setup.exe file, and follow the on-screen instructions.

12. Set up a default printer in the Print Center (Mac OS X)

See "Set up a default printer in the Print Center (Mac OS X)" (TechNote kb404931) for details.

13. Install or run the Adobe application from within a new user account (Mac OS X)

See "Install or run the Adobe application from within a new user account (Mac OS X)" (TechNote kb404927) for details.

Intermediate troubleshooting

If the tasks in the previous section don't solve the problem, then try the following intermediate troubleshooting tasks.

14. Reinstall Premier Pro CS4.

An incorrect installation can cause errors when you work in CS4. Reinstalling CS4 can eliminate these errors.

To reinstall CS4:

Move any personal files from the Premier Pro CS4 folder on the hard disk to another location.
Delete the Premier Pro CS4 folder on the hard disk.
Complete task 7 to force quit open applications. The task number may change; it should refer to the task above, "Run Premier Pro CS4 while no other applications are running."
Double-click the installer file in the Premier Pro CS4 folder on the application DVD.
Follow the on-screen instructions to complete the installation.

Note: If you previously installed an update to Premier Pro CS4, then reinstall the update after you reinstall Premier Pro CS4.

15. Repair disk permissions by running Disk Utility.

If you log in to an account with administrator privileges, but are still unable to install or run CS4, then your disk permissions may be damaged.

See "Repair your permissions using the Disk Utility (Mac OS X)" (TechNote kb404928) for details.

16. Troubleshoot fonts.

A system error can occur if CS4 accesses a damaged font. You can troubleshoot fonts to determine if they cause the problem.

See "Troubleshoot fonts (Mac OS X)" (TechNote kb405153) for details.

19. Optimize hard disks.

Installation or application errors can occur if the hard disk is very fragmented. Optimizing the hard disk rearranges files to minimize future fragmenting. It also restores fragmented files into single contiguous blocks, making hard disk space more accessible to the installer.

Use a disk-optimizing utility, such as Symantec Norton Utilities, to optimize (defragment) each hard disk. For instructions on using a utility, refer to the documentation included with the utility.

20. Check hard disks for damage.

See "Defragment the hard disk and check for errors (Mac OS X)" (TechNote kb404929) for details.

21. Optimize scratch disks.

Premier Pro CS4 uses a scratch disk file (that is, temporary disk space for storing data and performing computations) when insufficient RAM is available for image editing. The hard drive partition you specify as the primary scratch disk should have free space equal to three to five times the size of the average image file; specify a secondary scratch disk if you have an additional hard drive partition. If disk space is insufficient, remove unnecessary files from your hard disk(s).

To specify a scratch disk in Premier Pro CS4:

File > New Project
In the New Project dialogue select the Scratch Disk tab
Adjust scartch disk as needed depending on complexity of Project.

21. Scan for viruses (Mac OS X)

See "Scan for viruses (Mac OS X)" (TechNote kb404930) for details.

22. Troubleshoot ICC profiles.

See "Troubleshoot ICC profiles (Mac OS X)" (TechNote kb404932) for details.

Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, then you may be able to resolve the problem by reformatting your hard disk or by determining if hardware is conflicting with CS4.

Disclaimer: Adobe doesn't support hardware and provides these procedures as a courtesy only. For further assistance, contact the hardware manufacturer or an authorized reseller. If you troubleshoot hardware problems yourself, then you may void the warranty for your computer.

Note: Before you remove or rearrange hardware, turn off and disconnect the power to the computer and any peripheral devices.

24. Use the Activity Monitor to identify and quit processes that may be using large amounts of system resources.

See "Use the Activity Monitor to identify and quit processes that may be using large amounts of system resources (Mac OS X)" (TechNote kb404933) for details.

25. Reinstall the system software.

See 'Reinstall the system software (Mac OS X)" (TechNote kb404937) for details.

26. Install to a different hard disk that is designated as the startup disk.

Install the system software on a different hard disk (not a different partition on the same disk) and then specify that disk as the startup disk. Then, install CS4 to the new hard disk.

To specify the startup disk:

Choose System Preferences from the Apple menu.
Select Startup Disk from the System selections.
Select the drive to which you reinstalled the system software.
Restart the computer.

27. Check for damaged PCI or PCX cards.

Damaged or incompatible PCI or PCX cards can cause system errors. To check PCI or PCX cards, turn off your computer, remove any processor accelerator cards, video cards, or other installed expansion cards, and then restart the computer.

28. Disconnect peripheral devices.

Disconnect peripheral devices one at a time. Peripheral devices include devices connected by FireWire, USB, Serial ATA, IDE, or SCSI. If an error doesn't occur when an external device is disconnected, then there may be a problem with the device, the cable, or the connection. Contact the manufacturer of the device for troubleshooting steps for the device.

29. Check for problems with RAM DIMMs.

See "Check for problems with RAM DIMMs" (TechNote kb404980) for details.

30. Run Premier Pro CS4 on a different hard drive or computer.

Install and run CS4 from a different hard drive installed in the same computer or the same hard drive installed in a different computer. If the problem doesn't recur, then the hard drive or the motherboard you were using previously may be the cause. For assistance, contact the manufacturer.