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Q: New Mac Pro (late 2013) crashes / freezes while rendering or editing in Premiere Pro CC

We recently purchased a new Mac Pro desktop (Late 2013, 16GB memory, D700 Graphic Card, 2.7 GHz -12 Core, OSX 10.9.3) and we are running Adobe CC on it. When using Premiere Pro CC (7.2.2) I am having major issues while rendering and editing. About 50% of the time when I try to render it starts off real fast then just freezes. This happens in Premiere and Media Encoder. Sometimes I can just Force Quit Premiere or Media Encoder and other times I have to do a hard restart on the entire computer because the entire computer freezes. The computer will also occasionally freeze whenever doing simple editing or stacking layers. The  computer will also just decide to suddenly stop and restart when editing or doing simple tasks like browsing the web. Additionally there has been several times if the render does finish, the final video will have digital glitches throughout the video. I have to redo the render once or twice and it will finally be fine. This all is happening several times a day. This never happened on our previous Mac Pro, but we were not running Mavericks. I used Migration Assistant to transfer from old computer to new computer. So I don't know if this is an a problem with the actual Mac Pro, Mavericks, graphic card or Adobe? But right now I am very frustrated as you can imaging spending all this money for a computer that has been giving us more issues than our previous computer. Any help would be greatly appreciated!

Mac Pro, OS X Mavericks (10.9.3), D700, 16GB, 12 Core

Posted on Jun 6, 2014 10:52 AM

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Q: New Mac Pro (late 2013) crashes / freezes while rendering or editing in Premiere Pro CC

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  • by Linc Davis,

    Linc Davis Linc Davis Jun 6, 2014 1:23 PM in response to clctv
    Level 10 (207,926 points)
    Applications
    Jun 6, 2014 1:23 PM in response to clctv

    1. This procedure is a diagnostic test. It changes nothing, for better or worse, and therefore will not, in itself, solve the problem. But with the aid of the test results, the solution may take a few minutes, instead of hours or days.

    2. If you don't already have a current backup, back up all data before doing anything else. The backup is necessary on general principle, not because of anything in the test procedure. Backup is always a must, and when you're having any kind of trouble with the computer, you may be at higher than usual risk of losing data, whether you follow these instructions or not.

    There are ways to back up a computer that isn't fully functional. Ask if you need guidance.

    3. Below are instructions to run a UNIX shell script, a type of program. All it does is to collect information about the state of the computer. That information goes nowhere unless you choose to share it. However, you should be cautious about running any kind of program (not just a shell script) at the behest of a stranger. If you have doubts, search this site for other discussions in which this procedure has been followed without any report of ill effects. If you can't satisfy yourself that the instructions are safe, don't follow them. Ask for other options.

    Here's a summary of what you need to do, if you choose to proceed:

    ☞ Copy a line of text in this window to the Clipboard.

    ☞ Paste into the window of another application.

    ☞ Wait for the test to run. It usually takes a few minutes.

    ☞ Paste the results, which will have been copied automatically, back into a reply on this page.

    The sequence is: copy, paste, wait, paste again. You don't need to copy a second time. Details follow.

    4. You may have started the computer in "safe" mode. Preferably, these steps should be taken in “normal” mode, under the conditions in which the problem is reproduced. If the system is now in safe mode and works well enough in normal mode to run the test, restart as usual. If you can only test in safe mode, do that.

    5. If you have more than one user, and the one affected by the problem is not an administrator, then please run the test twice: once while logged in as the affected user, and once as an administrator. The results may be different. The user that is created automatically on a new computer when you start it for the first time is an administrator. If you can't log in as an administrator, test as the affected user. Most personal Macs have only one user, and in that case this section doesn’t apply. Don't log in as root.

    6. The script is a single long line, all of which must be selected. You can accomplish this easily by triple-clicking anywhere in the line. The whole line will highlight, though you may not see all of it in the browser window, and you can then copy it. If you try to select the line by dragging across the part you can see, you won't get all of it.

    Triple-click anywhere in the line of text below on this page to select it:

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B1&&C2 28;D12 15 37 25 8;A1 0 $((N1+2)) 3;C0;D13 0 $((N1+3)) 4 3;D23 0 $((N1+4)) 5 4;for i in 0 1 2;do D13 0 $((N1+5+i)) 6 $((N3+i));done;D13 1 10 7 9;D13 1 11 8 10;D22 2 12 9 11;D12 3 13 10 12;D23 4 19 44 13;D23 5 14 12 14;D22 6 36 13 15;D22 7 37 14 16;D23 8 15 38 17;D22 9 16 16 18;B1&&{ D22 11 17 17 20;for i in 0 1;do D22 28 $((N2+i)) 45 $((N4+i));done;};D22 12 44 54 45;D22 12 39 15 21;A1 13 40 18;B2 4;B3 4 0 19;A3 14 6 32 0;B4 0 5 11;A1 17 41 20;B7 5;C3 22;B4 4 6 21;A3 14 7 32 6;B4 0 7 11;B3 4 0 22;A3 14 6 32 0;B4 0 8 11;B5 7 8;B1&&{ A2 19 26 23;B7 7;C3 23;};A2 18 26 23;B7 7;C3 24;A2 4 20 21;B7 6;B2 9;A4 14 7 52 9;B2 10;B6 9 10 4;C3 25;D13 4 21 24 26;B4 4 12 26;B3 4 13 27;A1 4 22 29;B7 12;B2 14;A4 14 6 52 14;B2 15;B6 14 15 4;B3 0 0 30;C3 29;A1 4 23 27;B7 13;C3 30;D13 24 24 32 31;D13 25 37 32 33;A1 23 18 28;B2 16;A2 16 25 33;B7 16;B3 0 0 34;B2 21;A6 47 21&&C0;B1&&{ D13 21 0 32 19;D13 10 42 32 40;D22 29 35 46 39;};D23 14 1 48 42;D12 34 43 53 44;D22 0 $((N1+8)) 51 32;D13 4 8 41 6;D12 26 28 35 34;D13 27 29 36 35;A2 27 32 39&&{ B2 19;A2 33 33 40;B2 20;B6 19 20 3;};C2 36;D23 33 34 42 37;B1&&D23 35 45 55 46;D23 32 31 43 38;D12 36 47 32 48;D13 20 42 32 41;D23 14 2 48 43;D13 4 5 32 1;D22 4 4 50 0;D13 14 3 49 5;B3 4 22 57;A1 26 46 56;B7 22;B3 0 0 58;C3 47;D23 22 9 37 7;A7;C2 2;} 2>/dev/null|pbcopy;exit 2>&-
      
    Copy the selected text to the Clipboard by pressing the key combination command-C.

    7. Launch the built-in Terminal application in any of the following ways:

    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)

    ☞ In the Finder, select Go ▹ Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.

    ☞ Open LaunchPad. Click Utilities, then Terminal in the icon grid.

    Click anywhere in the Terminal window and paste by pressing command-V. The text you pasted should vanish immediately. If it doesn't, press the return key.

    8. If you see an error message in the Terminal window such as "syntax error," enter

    exec bash

    and press return. Then paste the script again.

    9. If you're logged in as an administrator, you'll be prompted for your login password. Nothing will be displayed when you type it. You will not see the usual dots in place of typed characters. Make sure caps lock is off. Type carefully and then press return. You may get a one-time warning to be careful. If you make three failed attempts to enter the password, the test will run anyway, but it will produce less information. In most cases, the difference is not important. If you don't know the password, or if you prefer not to enter it, press the key combination control-C or just press return three times at the password prompt. Again, the script will still run.

    If you're not logged in as an administrator, you won't be prompted for a password. The test will still run. It just won't do anything that requires administrator privileges.

    10. The test may take a few minutes to run, depending on how many files you have and the speed of the computer. A computer that's abnormally slow may take longer to run the test. While it's running, there will be nothing in the Terminal window and no indication of progress. Wait for the line

    [Process completed]

    to appear. If you don't see it within half an hour or so, the test probably won't complete in a reasonable time. In that case, close the Terminal window and report the results. No harm will be done.

    11. When the test is complete, quit Terminal. The results will have been copied to the Clipboard automatically. They are not shown in the Terminal window. Please don't copy anything from there. All you have to do is start a reply to this comment and then paste by pressing command-V again.

    At the top of the results, there will be a line that begins with "Model Identifier." If you don't see that, but instead see a mass of gibberish, you didn't wait for the "Process completed" message to appear in the Terminal window. Please wait for it and try again.

    If any private information, such as your name or email address, appears in the results, anonymize it before posting. Usually that won't be necessary.

    12. When you post the results, you might see the message, "You have included content in your post that is not permitted." It means that the forum software has misidentified something in the post as a violation of the rules. If that happens, please post the test results on Pastebin, then post a link here to the page you created.

    Note: This is a public forum, and others may give you advice based on the results of the test. They speak only for themselves, and I don't necessarily agree with them.

    ________________________________

     
    Copyright © 2014 by Linc Davis. As the sole author of this work, I reserve all rights to it except as provided in the Use Agreement for the Apple Support Communities website ("ASC"). Readers of ASC may copy it for their own personal use. Neither the whole nor any part may be redistributed.
  • by Gerome101,

    Gerome101 Gerome101 Jun 7, 2014 8:48 AM in response to Linc Davis
    Level 1 (0 points)
    Jun 7, 2014 8:48 AM in response to Linc Davis

    I have similar issues with mine too, I took it to a retail store after a week taking it back and forth  they couldn't fixed.

    I told them to get me a new one or my money back;so far Im still waiting for a new.

    I guess the problem can be the logic board couse they replace the video card & ram but no luck.

  • by TomWheel,

    TomWheel TomWheel Jun 7, 2014 9:48 AM in response to clctv
    Level 2 (275 points)
    Jun 7, 2014 9:48 AM in response to clctv

    You might wish to check out the Adobe Premiere Pro Forum as there are several threads similar to yours of people having problems with frequent crashes on Premire Pro CC who are using nMP's. There are also several threads in which people with the nMP are having rendering problems (horzontal lines, flashes, and other glitches) when redering in Adobe Media Encoder CC using a nMP.  No solutions have been offered and Adobe and Apple are both being very silent about these problems.  Let's hope that means that Apple and Adobe are talking to each other, are aware of the problem, and are working to fix it.

     

    Tom

  • by Alenotta,

    Alenotta Alenotta Aug 11, 2014 11:59 PM in response to clctv
    Level 1 (0 points)
    Aug 11, 2014 11:59 PM in response to clctv

    This started happening to me too. It started after the update to 10.9.3 or 10.9.4. I'm pretty sure that before those updates I never had any freezing even when using the GPU acceleration engine in Premiere. My new mac pro has often been stuck for a good 30min in a cycle of hard restarts just to get it back to a normal state. I had to reinstall things because the issues actually started occurring outside of Adobe programs. It was pinwheeling on simple things like system prefs. Something is seriously wrong with the combination of CC, Mavericks and these GPUs. I'm really disappointed that this issue wasn't resolved right away...and that Adobe hasn't optimized all the CC suite to run on the new Mac Pro. Especially considering that around 90% of people who have the new Mac Pros are probably running Adobe software on them. My 2006 Mac Pro was running Premiere faster and more reliably.

  • by alexthegr8,

    alexthegr8 alexthegr8 Aug 14, 2014 10:45 AM in response to clctv
    Level 1 (0 points)
    Aug 14, 2014 10:45 AM in response to clctv

    I want to chime in to say that I have been having this problem and it is highly frustrating, especially having shelled out on a new Mac Pro which is supposed to be insanely quick.  I am using fast drives and finding it to be unreliable when playing back stacked HD content from a DSLR. Also seeing the rendering and encoding issues as well.

     

    I have been led to believe that the issue is that when Apple introduced Mavericks 10.9.3 it broke the AMD compatibility with Premiere Pro CC and hence it is causes tons of issues for those working with Premiere Pro CC on a new Mac Pro 2013 with the AMD GPUs D500 or 700s.  I have spoken, heatedly, with Adobe about this and their answer was run Premiere in 'software only mode' to which I told them to take a long walk of a short pier - this is why I switched up my GPU in the new machine for faster GPU support not to then turn off GPU acceleration and rely on software only mode. This is going to seriously hinder production times and workflow which I shouldn't have to put up with having invested in a brand new machine.  Ultimately, I suppose it isn't Adobe's fault and Apple have to step up too.  Trying to get hold of someone at Apple who can help is harder than finding a vegan Great White Shark - impossible! However, I did hear that Apple have a fix on the way although no announcement as yet as to when this will be!

     

    They need to seriously take notice and address this because it is affecting a lot of people or at least give us a way of rolling back to 10.9.2 for the interim.

     

    I'd love to hear if anyone sorts this out!

  • by gregoryfromyukon,

    gregoryfromyukon gregoryfromyukon Aug 16, 2016 1:25 PM in response to alexthegr8
    Level 1 (4 points)
    Aug 16, 2016 1:25 PM in response to alexthegr8

    Well, I have been dealing with computer restarts for well over a month now.  Happens randomly but especially often when exporting via Media Encoder.

     

    Wiped and did a fresh install on my Mac this weekend...it's already restarted twice trying to export from Premiere via Media Encoder.  This is EXTREMELY frustrating and it's costing me major time and money from loss of work time.

     

    Not sure if this is an Apple, adobe or both issue but it's killing me.  Hope to hear of a solution soon!

  • by Grant Bennet-Alder,

    Grant Bennet-Alder Grant Bennet-Alder Aug 16, 2016 1:39 PM in response to gregoryfromyukon
    Level 9 (60,714 points)
    Desktops
    Aug 16, 2016 1:39 PM in response to gregoryfromyukon