topic Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv in Intel® Arc™ Discrete Graphics

Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

USER0071212 — Sat, 07 Dec 2024 12:24:16 GMT

Previous driver version: 32.0.101.5736 WHQL works fine
Calling A770 to encode and decode the latest two driver versions, 32.0.101.6048 and 32.0.101.6319, cannot use A770 codec
Manifesting as: When previewing and replaying videos, the CPU usage is 100%, while the graphics card hardly runs
In PR export settings, hardware acceleration cannot be enabled, only software export can be used. GPU encoding and decoding cannot complete the entire process
In the same computer environment, when restored to 32.0.101.5736 WHQL, it can still be used normallyCannot select 'Hardware Acceleration'preview video

Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

DhannielM_Intel — Tue, 17 Dec 2024 03:49:17 GMT

Hi USER0071212,

Thanks posting in the community to further investigate this I will be needing your System Support Utility (SSU). This will generate a text file that compiles all your system information. You can follow this link for instructions and send the text file here. How to get the Intel® System Support Utility Logs on Windows

Best regards,

Dhanniel M.

Intel Customer Support Technician

Re: Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

USER0071212 — Tue, 17 Dec 2024 20:35:14 GMT

SSU

Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

DhannielM_Intel — Thu, 19 Dec 2024 03:06:43 GMT

Hi USER0071212,

Thanks for sharing this logs to me, allow me to further look on this issue on my end.

Best regards,

Dhanniel M.

Intel Customer Support Technician

Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

DhannielM_Intel — Mon, 23 Dec 2024 02:12:39 GMT

Hi USER0071212,

Thanks for waiting, I just have some few questiona that I wanted to inquire for your, please see the following below:

Can you tell me the current version of your Adobe Premiere Pro?
Can share a screen recording demonstrating how they reproduce the issue, along with step-by-step instructions?
Also, could you try performing a Display Driver Uninstaller (DDU) to uninstall the driver, and check if there any change? After that install the version 32.0.101.6325_101.6252 WHQL Certified.

Best regards,

Dhanniel M.

Intel Customer Support Technician

Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

DhannielM_Intel — Thu, 26 Dec 2024 02:34:15 GMT

Hi USER0071212,

I wanted to check if you have the chance to review the questions that I have posted. Let me know if at your earliest convenience so we can determine the next course of action to resolve this matter.

Best regards,

Dhanniel M.

Intel Customer Support Technician

Re: Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

USER0071212 — Fri, 27 Dec 2024 05:21:36 GMT

Hello, my PR version is 25.0.0 (I had the same issue using PR2024 before)
I recorded and demonstrated the issues with the new driver in PR. Recently, after my testing, the latest drivers (i.e. gfx_win_101.6297 and subsequent versions) all have this problem.
Another editing software, JianyingPro, has also been affected.
The old driver is normal. I tested the four drivers from gfx_win_101.6078_101.5736 to gfx_win_101.6130_101.6048 and found them to be normal. The earlier ones were not tested
I have encountered several A770 users on other forums who have also encountered this issue.

Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

ACarmona_Intel — Tue, 31 Dec 2024 05:52:58 GMT

Hello USER0071212,

Thank you so much for providing the necessary information in order for us to continue the investigation.

Please allow us time to deeply investigate our issue; we will get back to you as soon as we have an update on our case.

Best regards,

Carmona A.

Intel Customer Support Technician

Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

DhannielM_Intel — Thu, 16 Jan 2025 02:52:21 GMT

Hello USER0071212,

Thank you for patiently waiting, based on the investigation. I find a workaround that you can try. Could you try uninstalling and installing the newest version of Adobe Premiere Pro? Let me know if this will work to you.

Best regards,

Dhanniel M.

Intel Customer Support Technician

Re: Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

USER0071212 — Sun, 19 Jan 2025 07:24:27 GMT

I have updated the latest version of the PR, but the problem still exists.
Later on, I reinstalled the Windows 11 24H2 system and surprisingly, the problem disappeared. PR can be called using A770 hardware encoding.
Reinstall Windows 10 22H2 again, and the problem reoccurs.
So I think this should be a problem with Win10 and the graphics card driver, because on another editing software (JIANYING PRO), there is also a situation where exporting encoded av1 videos cannot call hardware acceleration.
I am now using Windows 11 directly, and I hope to be able to use Windows 10 normally in the future

Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

DhannielM_Intel — Mon, 20 Jan 2025 05:46:01 GMT

Hello USER0071212,

That was quite a discovery! Let me try this on my end so I can investigate the situation further. Thank you for sharing this with me.

Best regards,

Dhanniel M.

Intel Customer Support Technician

Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

DhannielM_Intel — Wed, 26 Feb 2025 04:31:52 GMT

Hello USER0071212,

Thank you for your patience while I worked on replicating the issue and finding a suitable resolution. Could you please try running the application as an administrator? This might help in properly utilizing the Intel Arc A770 GPU within the application.

Best regards,

Dhanniel M.

Intel Customer Support Technician

Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

DhannielM_Intel — Mon, 03 Mar 2025 02:08:42 GMT

Hello USER0071212,

I wanted to follow up on my previous reply where I shared my suggestions regarding the issue at hand. Once you've done so, I would appreciate it if you could let me know the outcome.

Best regards,

Dhanniel M.

Intel Customer Support Technician

Re:Adobe Premiere Pro cannot properly call A770 for encoding and decoding (latest driv

DhannielM_Intel — Thu, 06 Mar 2025 04:32:27 GMT

Hi USER0071212,

Since I haven't heard back from you, I will proceed with closing the case. Before I do, please consider updating your driver to version 32.0.101.6632 to see if this latest version resolves the issue.

If you require further assistance, please feel free to submit a new question, as this thread will no longer be monitored.

Best regards,

Dhanniel M.

Intel Customer Support Technician