TechNote

Troubleshoot system errors or freezes in Premiere Pro CS4 (Windows XP)

What's covered

Before you begin
Beginning troubleshooting
Intermediate troubleshooting
Advanced troubleshooting

This document can help you to resolve system errors that occur while you use Adobe Premiere Pro CS4 on Windows XP. System errors can manifest in many different ways, including (but not limited to) the following:

A blank or flickering dialog box.
A frozen cursor or screen.
A blue screen.
An unexpected restart.
An error message such as one of the following:
- "Adobe Premiere Pro CS4 has encountered a problem and needs to close. We are sorry for the inconvenience."
- "Premiere Pro Debug Event. Premiere Pro has encountered an error. [File path.]"
- "Adobe Premiere Pro.exe - Application Error. The instruction at '[memory address]' referenced memory at '[memory address]'. The memory could not be 'read'."
- "Microsoft Visual C++ Runtime Library. Runtime Error! Program: [File path.] This application has requested the Runtime to terminate it in an unusual way. Please contact the application's support team for more information."

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

Before you begin

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

You must be logged on as an administrator to perform some of the procedures in this document.

Note: The procedures in this document are based on the default interface of Windows XP. If the interface is customized, some procedures may vary. For example, a commonly encountered difference is the navigation to Control Panel from the Start menu: You may navigate Start > Settings > Control Panel instead of Start > Control Panel. Additionally, the procedures in this document assume you are using the Classic View of the Control Panel. To view the Control Panel in the Classic View, click Switch To Classic View on the Control Panel navigation bar on the left side of the window.

Some of these procedures may require you to locate hidden files, hidden folders, or files by their full file names, which include extensions (for example, Setup.exe). By default, Windows Explorer doesn't show hidden files, hidden folders, and file name extensions that it recognizes. For instructions on making these items visible, see "Show hidden files, hidden folders, and all file name extensions in Windows Explorer (Windows XP)" (Technote kb404856).

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, Premiere Pro CS4 projects that 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 Premiere Pro CS4.

Adobe Premiere Pro CS4 may not run correctly on a system that doesn't meet the following requirements:

2GHz or faster processor for DV; 3.4GHz for HDV; dual 2.8GHz for HD (an SSE2-enabled processor is required for AMD systems)
Microsoft Windows XP with Service Pack 2 (Service Pack 3 recommended) or Windows Vista Home Premium, Business, Ultimate, or Enterprise with Service Pack 1 (certified for 32-bit Windows XP and 32-bit and 64-bit Windows Vista)
2GB of RAM
10GB of available hard-disk space for installation; additional free space required during installation (cannot install 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
For SD/HD workflows, an Adobe-certified card for capture and export to tape
OHCI-compatible IEEE 1394 port for DV and HDV capture, export to tape, and transmit to DV device
DVD-ROM drive (DVD+/-R burner required for DVD creation)
Blu-ray burner required for Blu-ray Disc creation
Microsoft Windows Driver Model- or ASIO-compatible sound card
QuickTime 7.4.5 software required to use QuickTime features
Broadband Internet connection required for online services

Note: To check basic system information, such as processor speed and much RAM is installed, choose Start > Control Panel > System.

2. Install the latest version of Premiere Pro CS4.

The latest version of Premiere Pro CS4 may be more compatible with the operating system and drivers. Before you install an update, make sure that the system meets the requirements.

Free updates for Premiere Pro CS4 are available from the Adobe website at www.adobe.com/downloads/updates.

3. Install current Windows service packs and other updates.

See "Install current Windows service packs and other updates (Windows XP)" (TechNote kb404859).

4. Update or reinstall QuickTime.

An outdated version of Apple QuickTime or a damaged QuickTime file may prevent Premiere Pro CS4 from operating correctly. To update QuickTime, install the current version available from the Apple website at www.apple.com/quicktime/download.

To replace damaged QuickTime files, remove QuickTime and delete any QuickTime files or folders remaining on the system, and then reinstall QuickTime. For assistance with uninstalling QuickTime, see "Removing iTunes, QuickTime, and other software components for Windows XP" (Article HT1925) on the Apple Support site at www.apple.com/support.

5. Re-create the Premiere Pro CS4 PluginCache.

The PluginCache is a Windows registry entry that stores information about the status of all native Premiere Pro CS4 plug-ins and third-party plug-ins. Re-create the PluginCache to eliminate problems that damaged or obsolete plug-in data might cause.

To re-create the PluginCache, hold down the Shift key while you start Premiere Pro CS4, and then release the Shift key when the Welcome to Adobe Premiere Pro window appears.

6. Re-create the Premiere Pro CS4 preferences folders.

Re-create the Premiere Pro CS4 preferences folders to eliminate problems that damaged preferences files might cause.

Note: When you use this solution, Premiere Pro CS4 will create new preferences folders and you will lose custom settings. However, the folders that you rename in Steps 2 through 4 below are your original preferences folders. If you determine that the preferences folders are not causing the problem, then you can restore your custom settings by following the instructions below.

To re-create the Premiere Pro CS4 preferences folders:

Close Premiere Pro CS4.
Rename the 4.0 folder (for example, to Old 4.0) in C:\Documents and Settings\[your user name]\Application Data\Adobe\Premiere Pro.
Rename the Styles folder (for example, to Old Styles) in C:\Documents and Settings\[your user name]\My Documents\Adobe\Premiere Pro\4.0.
Rename the Layouts folder (for example, to Old Layouts) in C:\Documents and Settings\[your user name]\My Documents\Adobe\Premiere Pro\4.0.
Open Premiere Pro CS4. The application will create new preferences files.

If the problem continues, then damaged preferences files aren't the cause. To restore custom settings, delete the new preferences folders and restore the original name of the previous preferences folders.

7. Run Premiere Pro while no other applications run in the background.

Startup items (which start automatically with Windows) and services (specialized programs that perform functions to support other programs) may cause system errors or freezes when running concurrently with Premiere Pro. To determine whether a startup item or service is conflicting with Premiere Pro, disable all startup items and non-essential services before you start Premiere Pro.

To disable startup items and services, see "Disable startup items and services (Windows XP)" (TechNote kb404984).

After you have disabled startup items and services, try to re-create the problem in Premiere Pro.

If the problem recurs, then startup items and services are not the cause of the problem, and you can re-enable all startup items and services.

To reenable startup items and services:

Choose Start > Run, type msconfig in the Open box, and press Enter. The System Configuration utility opens.
Choose the General tab, and select Normal Startup.
Deselect any items that you wrote down in Step 3 of TechNote kb404984.
Click OK, and restart your computer for the changes to take effect.

If the problem no longer occurs after you have disabled startup items and services, then one of the startup items or services is the cause of the problem.

To identify which startup item or service is causing the problem:

Choose Start > Run, type msconfig in the Open box, and press Enter. The System Configuration utility opens.
Reenable approximately half of the items that were disabled.
Click OK, and then restart your computer for the changes to take effect.
Attempt to replicate the issue in Premiere Pro.
- If the issue recurs, then open the System Configuration utility and disable half of the most recently enabled items.
- If the issue does not recur, then open the System Configuration utility and reenable half of the remaining items.
Go back to Step 3, and continue dividing the items into halves until you have determined which startup item or service is causing the issue.
Once you have isolated the problematic startup item or service, contact its manufacturer for an update or configuration information, or leave it disabled.

8. Troubleshoot third-party plug-ins.

Close Premiere Pro CS4, remove third-party plug-ins from the plug-ins folder--located by default at C:\Program Files\Adobe\Adobe Premiere Pro CS4\Plug-ins--and then restart Premiere Pro CS4. If the problem recurs, then move the plug-ins back into the Premiere Pro CS4 plug-ins folder and proceed to Intermediate Troubleshooting. If the problem doesn't recur, then identify and address conflicting plug-ins.

To identify and address conflicting plug-ins:

Move one third-party plug-in back to the Premiere Pro CS4 plug-ins folder. Restart Premiere Pro CS4, and try to re-create the problem.
If the problem doesn't recur, then repeat the previous step. If the problem does recur, then contact the developer of the plug-in that you last moved, and inquire about an update.

Intermediate troubleshooting

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

9. Reinstall Premiere Pro CS4 from the desktop.

System errors or freezes may be caused by a damaged or incomplete installation of Premiere Pro CS4. Remove the application and then reinstall it from the desktop while startup items and non-essential services are disabled.

To remove Premiere Pro CS4:

Choose Start > Control Panel > Add or Remove Programs.
Select Adobe Premiere Pro CS4, Adobe Creative Suite 4 Production Premium, or Adobe Creative Suite 4 Master Collection.
Click Change/Remove.
Follow the on-screen instructions to remove Premiere Pro CS4.
When the installer has finished, navigate in Windows Explorer to C:\Program Files\Adobe\Adobe Premiere Pro CS4 (or your custom installation location). Delete any files and folders that remain inside this folder.

To disable startup items and non-essential services, see the instructions in Task 7.

To reinstall Premiere Pro CS4, do one of the following:

If you purchased Premiere Pro CS4 as downloadable software, then double-click the installer file that you downloaded and follow the on-screen instructions to install the software.
If you purchased Premiere Pro CS4 as boxed software, the see "Install Adobe Creative Suite 4 or point products from the desktop (Windows XP, Windows Vista)" (TechNote kb403963) for instructions on installing from the desktop.

10. Run Premiere Pro CS4 in a new user account.

Create a new user account that has the same permissions as the account you use when the problem occurs, or create a new local administrator account. If the problem doesn't recur when you are logged on to the new account, then the original user account may be damaged.

For instructions on creating a new user account, see "To add a new user to the computer" in Windows Help And Support, or contact your system administrator.

11. 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. (To determine the manufacturer of a video card, view the card's properties in Device Manager.)

12. Verify that device drivers are compatible with Windows XP.

See "Verify that device drivers are compatible with Windows XP" (TechNote kb404864).

13. Troubleshoot codecs.

Many startup and playback problems may be caused by codecs that are incompatible with your operating system or Premiere Pro CS4. Troubleshoot codec problems by removing recently installed codecs or by temporarily disabling one codec at a time and attempting to recreate the problem.

To remove a video or audio codec, see "Remove a codec (Windows XP)" (TechNote kb404869).

To temporarily disable a video or audio codec, see "Temporarily disable a codec (Windows XP)" (TechNote kb404870).

14. Reduce the number of active fonts.

See "Reduce the number of active fonts (Windows XP)" (TechNote kb404867).

15. Optimize handling of temporary files by Windows XP.

Windows and applications store working data in temporary (.tmp) files that they create on the hard disk. Excessive or outdated temporary files can interfere with performance of Windows or applications.

See "Delete temporary files using the Disk Cleanup utility (Windows XP)" (TechNote kb404871).

16. Set the virtual memory paging file to the default size.

See "Set the virtual memory paging file to the default size (Windows XP)" (TechNote kb404877).

17. Repair and defragment hard drives.

See "Repair and defragment hard disks (Windows XP)" (TechNote kb404981).

18. Scan the system for viruses.

Use current anti-virus software (for example, Symantec Norton Antivirus or McAfee Virus Scan) to check the system for viruses. Virus infections can damage software and cause system errors. For more information, see the documentation for the anti-virus software.

19. Identify the file that causes the problem.

If an error indicates which file causes the problem, then reinstall the application to which that file belongs. If that file is damaged and causes problems in Premiere Pro CS4, then reinstalling the associated application can correct the problem.

If an error indicates a Windows file, then contact Microsoft for help replacing that file.

Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, then you may be able to resolve the problem by determining if hardware is conflicting with Premiere Pro 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 power to the computer and any peripheral devices.

20. Troubleshoot your third-party capture card, if applicable.

If you are using a proprietary third-party capture card, Premiere Pro CS4 may not run properly if the card is malfunctioning, or if the required software for the card was not installed correctly or has become damaged.

Remove and reinstall the capture card software according to the manufacturer's instructions. For further assistance with troubleshooting a third-party capture card, contact its manufacturer.