Jason S (Adobe)

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  1. 1 vote

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    2 comments  ·  Premiere Pro » Playback  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Matheus. Sorry for the inconvenience. If you could create a dump file (instructions below) once you've gotten into the state where we're not responding, zip it up, upload it somewhere accessible, and then e-mail me the URL (at jschroed@adobe.com) I can investigate why we're hanging. Thanks!

    https://www.windowscentral.com/how-create-crash-dump-file-manually-windows-10#create_dump_taskmanager_windows10

    https://www.windowscentral.com/how-create-crash-dump-file-manually-windows-10#create_dump_taskmanager_windows10

  2. 1 vote

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    1 comment  ·  Premiere Pro » Editing  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi. First, sorry for the inconvenience. Since there are several issues, let's start with the easiest to debug: The hang at (2). The link below describes how to create a dump file that captures what we're doing at the time of the hang. If you could create that file, zip it up, then e-mail me (jschroed@adobe.com) with the location (it'll be too big to attach) I can take a look and we can go from there. Thanks!

    https://www.windowscentral.com/how-create-crash-dump-file-manually-windows-10#create_dump_taskmanager_windows10

  3. 3 votes

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    2 comments  ·  Premiere Pro » Preference & Settings  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Jo. First, sorry for the inconvenience. Second, it should be noted that because of the way our initialization works the splash screen will often be "stuck" at the QT importer, but that's almost always a red herring. If you can capture a dump file / spindump of Premiere when it's in this state I can take a look (you can e-mail me at jschroed@adobe.com directly). There are links with instructions below.

    I will say that we often see this if you have a network drive that is unresponsive, as our code is a little fragile around that (we'll wait much longer than we should to see if it responds). You might check if that applies to your environment. Thanks!

    https://www.windowscentral.com/how-create-crash-dump-file-manually-windows-10#create_dump_taskmanager_windows10

    https://helpx.adobe.com/lt/photoshop/kb/how-to-get-a-process-sample-or-spindump.html

  4. 2 votes

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    2 comments  ·  Premiere Pro » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Jerry. First, sorry for the inconvenience. We have seen reports of this issue but I have never seen this fail to work properly myself, and have been unable to get more information out of the instances we've seen "in the wild". Here's a recent report where I try to get some additional info. If you could answer those questions I'd appreciate it and it'll help us get this working for you. Thanks!

    https://adobe-video.uservoice.com/forums/911233-premiere-pro/suggestions/44180760-the-command-edit-in-adobe-photoshop-only-opens-pho

  5. 6 votes

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    4 comments  ·  Premiere Pro » Import  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Anne. Sorry about the hassle. I've never seen this though, so it would be helpful to get a little more info. What version are you running? Do you see this with any video file, or only certain formats/other traits? If you could share media that reliably repros this, or possibly a screen recording, that would be helpful. You can e-mail me at jschroed@adobe.com if you have something to share but would prefer to do so privately. Thanks!

  6. 1 vote

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    1 comment  ·  Premiere Pro » Performance  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Aaron. Sorry for the inconvenience. The good news is that the audio crash has been fixed as of beta build 68. Could you please upgrade and check that things are working for you now? Thanks!

  7. 38 votes

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    49 comments  ·  Premiere Pro » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Sorry for the delay, everyone, but this issue is fixed in the latest beta builds and will be in the forthcoming official 22.0 release. Thanks!

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    Jason S (Adobe) commented  · 

    Thanks for the process sample, Michael (and sorry for the delayed response). This is a known issue that we haven't been able to tackle yet, unfortunately. I've increased the priority and will ensure that the fix will be in the next release (I'll post here once the fix is available in the beta builds). My apologies for the inconvenience.

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    Jason S (Adobe) commented  · 

    Hi, everyone. Sorry for the inconvenience. Unfortunately, I have been unable to reproduce the problem. Could someone who can hit this please submit a crash report and then e-mail me (jschroed@adobe.com) with/from the e-mail address you include with your crash report? I can use that address to look up the crash data and investigate. Thanks!

  8. 1 vote

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    1 comment  ·  Premiere Pro » Adobe Interoperability  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Robert. Sorry about that. We've had sporadic reports about this in the past but have never been able to find a reliable repro or commonality (this scenario works for me without fail locally). So, some questions:

    (1) Are you on Windows or Mac?
    (2) Does this happen with any/all images, or certain ones? Certain types (e.g., all .png files), or certain individual images?
    (3) Does it matter if photoshop is already running when you initiate the operation?
    (4) If you run photoshop from the command line passing the full path to the image that you're trying to open, does it work? The mechanics of this vary slightly depending on which platform you're on so if you need help with this step let me know.
    (5) Once you've hit this if you could capture the state of photoshop itself that might help us investigate. The links below can help explain that process (the first link is for Windows and the second is for the Mac). On Windows this will create a large file, so you'll probably want to upload it somewhere and then send me (jschroed@adobe.com) the link.

    https://www.windowscentral.com/how-create-crash-dump-file-manually-windows-10#create_dump_taskmanager_windows10

    https://helpx.adobe.com/lt/photoshop/kb/how-to-get-a-process-sample-or-spindump.html

    Thanks!

  9. 1 vote

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    1 comment  ·  Premiere Pro » General  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Gabby. Sorry about that. We haven't seen this locally so the easiest way to debug this would be if you could capture what the app is doing directly. On Windows you can create a dump file using the instructions at the first link below; on MacOS you can create something similar using the instructions at the second link. Once you have that please e-mail me at jschroed@adobe.com with the file / link to the file (the .dmp files on Windows are pretty big, so you'll want to upload it somewhere) and I'll take a look. Thanks!

    https://www.windowscentral.com/how-create-crash-dump-file-manually-windows-10#create_dump_taskmanager_windows10

    https://helpx.adobe.com/lt/photoshop/kb/how-to-get-a-process-sample-or-spindump.html

  10. 2 votes

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    7 comments  ·  Premiere Pro » Adobe Interoperability  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Daniel. Sorry about the inconvenience. Unfortunately, I cannot reproduce the issue locally; using "Edit in Photoshop" on (e.g.) a .png file works properly for me. So, two questions:

    (1) What kind of file are you trying to open? Does it happen with all files of that type?
    (2) Does the error occur with a simple .png file?

    Thanks!

  11. 1 vote

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    1 comment  ·  Premiere Pro » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Joe. Sorry for the inconvenience. The good news is that issue has recently been fixed for the next release (or you can access the fix now via the daily beta builds). Thanks!

  12. 2 votes

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    2 comments  ·  Premiere Pro » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Jonas. Sorry for the inconvenience. The goods new is that this is fixed in the upcoming release (and, thus, also the current beta builds if you want to take it for a spin). Thanks.

  13. 2 votes

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    2 comments  ·  Premiere Pro » Closed Captions  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi! Premiere 2021 supports all the same caption formats as 2020, which means that our support for TTML files lives on. There are parts of the transcription workflow that are tied to SRT files; is that possibly what you're referring to? If you give us an explicit workflow where you're not seeing TTML supported we can look into it, but if you go File->Import you should see an option for " W3C/SMPTE/EBU Timed Text File".

  14. 1 vote

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    2 comments  ·  Premiere Pro » Import  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Rick. Sorry about that. Are you getting an error when you drag the file to the timeline or does it just silently fail? Would you be willing/able to share such a file with us? You can upload it somewhere private and then send me the link at jschroed@adobe.com and I can take a look at what's going on. Thanks.

  15. 1 vote

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    1 comment  ·  Premiere Pro » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Brian. I'm sorry to hear that. Have you submitted a crash report? I tried to find one under the e-mail address you're registered with here and didn't see one. If you haven't already, please do so. If you have, can you e-mail me at jschroed@adobe.com with the e-mail address you used and I'll look up the report? Alternatively, if you can find the .dmp file that we create as a result of the crash you can put that somewhere I can get it and e-mail me the link. On Windows the file would be under "c:\users\<username>\AppData\Local\Temp\Adobe\Premiere Pro\<version>\SentryIO-db\reports"; on MacOS, it's under "~/Library/Caches/Adobe/Premiere Pro/<version>/SentryIO-db/completed/". Thanks!

  16. 2 votes

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    5 comments  ·  Premiere Pro » Closed Captions  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Cameron. Sorry about that; there are some issues with doing this from the text panel at the moment. That said, a workaround is to export your media and in the "Export Settings" dialog there's a "Captions" tab that will allow you to export an SRT file as well.

  17. 1 vote

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    1 comment  ·  Premiere Pro » Editing  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Holly. Sorry about the inconvenience. Next time the process hangs could you please use task manager to generate a dump file that we can use to debug what's going on? In task manager, right-click on the process and choose "Create dump file". This will generate a .dmp file and show you a dialog that contains the full path to it. Upload that file somewhere I can get to it, then send me the URL at jschroed@adobe.com. Thanks!

  18. 4 votes

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    1 comment  ·  Premiere Pro » Closed Captions  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Timo. Sorry for the inconvenience. This bug has been fixed and will be in the 15.1 release. Thanks!

  19. 1 vote

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    5 comments  ·  Premiere Pro » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Rune. That is super strange. Nearly all of the SetForegroundWindow calls we have are on the dynamic link code path -- which wouldn't seem to be an obvious suspect here -- so I don't have a solid idea as to the probable cause. Do you have any plugins installed?

    If you e-mail me at jschroed@adobe.com I can send you a small console .exe that'll listen for foreground switches and can print out the name of the actual window that's involved; that should give us a hint as to what's going on. Thanks!

  20. 1 vote

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    1 comment  ·  Premiere Pro » Export  ·  Flag idea as inappropriate…  ·  Admin →
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    Jason S (Adobe) commented  · 

    Hi, Beatriz. I'm sorry about the trouble. Have you submitted a crash report for the issue? If not, could you please do so (you should get a dialog when you crash)? If you have, I wasn't able to find the report using the e-mail address you used for your account here, unfortunately. Could you e-mail me at jschroed@adobe.com with the appropriate address and I'll look up your report and see what's going on? Alternatively, you should have a crash log file (with the extension of ".crash") in "C:\Users\<username>\AppData\Roaming\Adobe\Premiere Pro\14.0\logs" that you can e-mail to me. Thanks!

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