Adobe Premiere Pro Crash on 14900K

[xerac]

Recently, I upgraded my desktop with a 14900k CPU and a 4090 RTX. However, after the system upgrade, I encountered crashes in Adobe Premiere Pro regardless of the version. When I tested it with a 13900k CPU, no crashes occurred. I tried swapping Gigabyte and ASUS motherboards with the 14900k CPU, as well as switching between MSI 4090 and Gigabyte 4090, but the crashes persist. Therefore, I suspect the issue lies with the 14900k.

As you can see in the Adobe Premiere Pro Known Issues (https://helpx.adobe.com/premiere-pro/kb/fixed-issues.html ), it states, "A crash could occur when working with H.264 and HEVC media on a computer with a 14th-generation Intel Core processor." The problem is, even though this issue is listed as fixed, it still occurs on my system.

Here are some observations:

1. Crashes consistently happen when working with HEVC-format media. The timing is random, resulting in program crashes or Blue Screen occurrences.
2. Creating proxies in QuickTime MOV format seems to prevent crashes (though extensive testing hasn't been conducted).
3. There's a possibility that replacing the suspected faulty 14900k CPU with another 14900k resolves the issue, as seen in my colleague's case.

• Attached is my system information.

• Below is the Event Viewer log of the error, consistently generated whenever Premiere Pro crashes:

-------
오류 있는 응용 프로그램 이름: Adobe Premiere Pro.exe, 버전: 24.1.0.85, 타임스탬프: 0x6557195d
오류 있는 모듈 이름: mc_dec_hevc.dll, 버전: 13.2.0.11958, 타임스탬프: 0x650ce14a
예외 코드: 0xc0000005
오류 오프셋: 0x0000000000548497
오류 있는 프로세스 ID: 0x0x6608
오류 있는 응용 프로그램 시작 시간: 0x0x1DA3C7A9434420B
오류 있는 응용 프로그램 경로: C:\Program Files\Adobe\Adobe Premiere Pro 2024\Adobe Premiere Pro.exe
오류 있는 모듈 경로: C:\Users\Public\Documents\AdobeInstalledCodecsTier2\4.0\mc_dec_hevc.dll
보고서 ID: a9e35110-4414-4c05-90ec-26e5c35297ad
오류 있는 패키지 전체 이름:
오류 있는 패키지에 상대적인 응용 프로그램 ID:
-------

• Below is the media format that I'm working on:

File Path: D:\x Dropbox\k d\ZOEE\231101-ZOEE-FLYHIGH\MV\Copied_(MV) ZOEE - FLY HIGH\VDO\20231108_C2765.MP4
Type: MPEG Movie
File Size: 576.28 MB
Image Size: 3840 x 2160
Frame Rate: 59.94
Source Audio Format: 48000 Hz - 16-bit - Stereo
Project Audio Format: 48000 Hz - 32 bit floating point - Stereo
Total Duration: 00;00;22;30
Pixel Aspect Ratio: 1.0
Alpha: None
Color Space: Rec. 2100 HLG
Color Space Override: Off
Input LUT: None
Video Codec Type: HEVC 10 bit 4:2:2

Proxy Media

File Path: D:\x Dropbox\k d\ZOEE\231101-ZOEE-FLYHIGH\MV\Copied_(MV) ZOEE - FLY HIGH\VDO\Proxies\20231108_C2765_Proxy.mov
Type: QuickTime Movie
File Size: 190.64 MB
Image Size: 1536 x 790
Frame Rate: 59.94
Source Audio Format: 48000 Hz - 16-bit - Stereo
Project Audio Format: 48000 Hz - 32 bit floating point - Stereo
Total Duration: 00;00;22;30
Pixel Aspect Ratio: 1.0
Alpha: None
Color Space: Rec. 709
Color Space Override: Off
Input LUT: None

QuickTime Details:
Movie contains 1 video track(s), 1 audio track(s), 0 closed caption track(s), and 1 timecode track(s).

Video:
There are 1350 frames with a duration of 1001/60000ths.

Video track 1:
Duration is 0;00;22;31
Average frame rate is 59.95 fps

Video track 1 contains 1 type(s) of video data:

Video data block #1:
Frame Size = 1536 x 790
Compressor = Apple ProRes 422 Proxy
Quality = Most (5.00)

Audio:
Audio track 1 contains 1 type(s) of audio data:

Audio data block #1:
Format = 16 bit - Stereo
Rate = 48000 Hz
Compressor = sowt

Timecode:
Timecode track 1 contains 1 type(s) of data:

Timecode data block #1:
Start Time = 20;20;16;56
Reel name =

[Alberto_R_Intel]

xerac, Thank you for posting in the Intel® Communities Support.

We will be more than glad to assist you with this matter. 

In reference to this scenario, first, in order to rule out a possible hardware issue with your processor, please install and run the Intel® Processor Diagnostic Tool, it does an overall test on the unit and if it passes the test it means it is working properly:

https://www.intel.com/content/www/us/en/download/15951/intel-processor-diagnostic-tool.html?wapkw=diagnostic

For testing purposes, did you try to use the computer without an external video card, just the integrated graphics?

Is the Adobe Premiere Pro the only application that crashes?

In the following link, even though it is related to a different issue, you will find useful steps to attempt in order to try to isolate the issue between the processor, board, memory RAM, or any other component in your machine:

https://www.intel.com/content/www/us/en/support/articles/000021605/processors.html

Based on the fact, as you mentioned, that you tested different motherboards with your processor and the issue persists, indicates that the problem could be related to the processor itself.

In that case, you have the option to contact the place of purchase and check their warranty options or, to get in contact directly with your local Intel® department through any of our support channels to claim the warranty on your unit:

Chat support:

http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat

For phone support, depending on your location, you will see the contact information on the links below:

EMEA contact information: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html

APAC contact information: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html

LAR contact information: https://www.intel.la/content/www/xl/es/support/contact-support/lar-contact.html

North America: Phone Number 1-916-377-7000, Monday – Friday 7:00 AM to 5:00 PM (Pacific Time).

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[xerac]

Before trying the method you suggested, I sent my entire computer unit to the CPU vendor for testing. They are currently conducting cross-tests on various components such as the CPU, motherboard, and memory. I will inform you as soon as the results are available.

Regarding your earlier questions:
1. Whether I activate only the CPU integrated graphics or external graphics, the same symptoms persist when running Premiere Pro.
2. The issue is currently specific to Premiere Pro. In fact, I've spent enough time with Premiere Pro alone, and I haven't had the courage to try other programs like After Effects or Photoshop yet.

[Alberto_R_Intel]

xerac, Thank you very much for providing that information.

Perfect, that is a great option in order to try to fix this problem, since they will be able to determine if, in fact, there is a hardware problem with the PC and if that is the case, which component is the source of the issue.  

Once you get the chance, please let us know the results.

Regards,

Albert R.

Intel Customer Support Technician

[xerac]

Thank you for all your responses!

First Update:

After receiving and inspecting at the purchase center, it was determined that the CPU was faulty.
Consequently, it was replaced.
It seems like I need a huge luck to get a proper CPU.

However, even after confirming that there were no other issues and receiving the main unit, a new problem emerged.
The program shuts down with a new error right at the start.
This time, Premiere Pro shows "Crash Report Window".
Once it's crashed, it's always crushed until rebooting the system.
When I inquired about this to the center, I was advised to test by setting the XMP configuration to DISABLEED.
I will try this for a few days and report the results before determining the next steps.
The repair center suggests that the issue might not be with the memory itself but rather with the XMP not fitting well with the current system.
( I'm using G.Skill DDR5 64GB 6400 (standard 4800) )

The antivirus software was determined to be unrelated to the current issue, but I went ahead and removed it anyway.

here is the dmp file attached.

[xerac]

After disabling XMP, the same issue persists (new crashing issue), so I have re-inquired with the center.

In the meantime, can look into the dump file?

[Alberto_R_Intel]

xerac, You are very welcome. Thank you very much for your response.

We are sorry to hear the issue persists after replacing the unit.

Regarding your question about the memory RAM, the Intel® Core™ i9 processor 14900K supports:

Up to DDR5 5600 Mhz

Up to DDR4 3200 Mhz

https://ark.intel.com/content/www/us/en/ark/products/236773/intel-core-i9-processor-14900k-36m-cache-up-to-6-00-ghz.html

So, you can use an XMP profile as long as it is within that range. If you are using a DDR5 memory at 6400 Mhz, that is too high, since the max speed supported by the unit is 5600 Mhz.

You can also try to run the Intel® Processor Diagnostic Tool on the new processor to confirm if it passes the test:

https://www.intel.com/content/www/us/en/download/15951/intel-processor-diagnostic-tool.html?wapkw=diagnostic

It is important to mention that is very unlikely to get two defective processors in a row. Based on that, we recommend to follow the instructions of the repair center and test the system. If the issue persists after that, it indicates that the problem is actually related to a different component in your machine or even the application itself.

Regards,

Albert R.

Intel Customer Support Technician

[xerac]

Hello,

Here is the second update.

Despite the CPU replacement, issues persisted, prompting us to follow the guidance provided by INTEL. This time, we have replaced the memory.

Previous Memory: G.SKILL DDR5-6400 CL32 TRIDENT Z5 RGB WHITE PACKAGE (64GB(32Gx2))
New Memory: SK HYNIX DDR5-5600

As of now, there have been no issues observed for 2 days.

However, there are some significant difference on the software side compared to the previous update:

Previously: Did not reinstall Windows
Current: Reinstalled Windows

Previously: Windows 11 [23H2] update
Current: Windows 11 [22H2] update

Previously: Installed GCC (GIGABYTE CONTROL CENTER)
Current: GCC (GIGABYTE CONTROL CENTER) not installed (though motherboard-related and chipset drivers are updated to the latest)

Previously: Installed ARC
Current: ARC not installed (though graphics drivers are updated to the latest)

Question:
Is there a possibility of various programs crashing if Windows is not reinstalled after the CPU replacement?

[Alberto_R_Intel]

Hello xerac, Thank you very much for your reply.

Perfect, it is great to hear that after replacing the memory RAM the computer has been working properly for the past few days.

In reference to your question, the programs should not crash if Windows is not reinstalled, however, if they do, we recomned to reinstall that specific program/application before trying to reinstall Windows.

Regards,

Albert R.

Intel Customer Support Technician