2 Replies Latest reply on Jun 12, 2018 7:50 AM by Intel Corporation

    Intel UHD 620 graphics card crashes Adobe Premiere Pro crashes on launch, is this solvable?

    jackinrome

      Description

      Provide a detailed description of the issue

       

      Intel (R) Graphics UHD 620 crashes Adobe Premiere Pro 100% of the time on a brand new (May 12 2018) HP Spectre 360 13'' laptop with 16gb ram and Intel(R) Core(TM) i7-8550U CPU @ 1.80GHz (8 CPUs), ~2.0GHz.

       

      I have contacted Adobe and Intel support.

      Intel support referred me to this form.

       

      I have uninstalled and reinstalled Premiere several times (including the 2017 and 2016 versions).

       

      I have disabled and re-enabled the display driver and I have updated it.

       

      I have tried with both software and hardware acceleration options in premiere pro.

       

      Trying to run DispDiag as per Intel instructions causes a blue screen crash.

       

      Adobe says this is a known issue with this graphics card. Is it?

      Please place an X to the right of the option showing how often you see this issue using specific steps. (Ex: 'Every few times a game is started it flickers.' <- This would be "Often")

      Always (100%): X

      Often (51-99%):

      Sporadic (20-50%):

      Very Sporadic (<20%):

      Hardware (HW)

      Brand and Model of the system.

      HP Spectre x360 Convertible 13-ae0xx

      Hybrid or switchable graphics system?
      ie Does it have AMD or NV graphics too?

      No

      No

      Make and model of any Displays that are used to see the issue (see note2 below).
      LFP
      = Local Flat Panel (Laptop panel)
      EFP = External Flat Panel (Monitor you plug in)

      LFP

      How much memory [RAM] in the system (see note2 below).

      16gb

      Provide any other hardware needed to replicate the issue.
      ie: Cables&brand, cable type [vga, hdmi, DP, etc], dock, dongles/adapters, etc

      Just the HP Spectre X360 13'' laptop

      Hardware Stepping (see note1 below).

       

      Software (SW)

      Operating System version (see note2 below).

      Windows 10 Home 64-bit

      (10.0, Build 16299) (16299.rs3_release_svc_escrow.180502-1908)

      VBIOS (video BIOS) version. This can be found in “information page” of CUI (right click on Desktop and select “Graphics Properties”.

       

      Graphics Driver version; for both integrated Intel and 3rd party vendors (see note2 below).

      Intel (R) Graphics UHD 620

      version  22.20.16.4836

      SW or Apps version used to replicate the issue.

      Adobe Premiere Pro  2018 (April update)

      Configurations

      Single display, clone, or extended (see note2 below).

      single display

      Display resolution & refresh rate setting of each display (see note2 below).

      4K, 60 hz

      AC or DC mode, i.e. is power cable plugged in or not?

      plugged in

      How to repro

      Please provide steps to replicate the issue.  These steps are very crucial to finding the root cause and fix.
      A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach to the post or provide the YouTube link.

       

      1. start HP X360 13'' laptop with UHD 620

      2. launch adobe premiere

      3. start any project

      4. click on any media

       

      Link to youtube video:

      Adobe Premiere crash on spectrex360 - YouTube