1. I got a message "Adobe Premier Pro is running out of memory....". I asked Adobe CC for support via remote assistance.
2. The chat message from the Adobe CC is shown below. The gist was that "
Date: 2023-12-27 10:28:39 +08
From: Raksha (Adobe)
To: Everyone
But the issue you are facing is because your PC
is not fulfilling the minimum system requirements, we can check
Preferences >memory and then allocate right memory."
4. Conclusion is to do the following:
EDIT - PREFERENCES - MEDIA CACHE FILES.
to DELETE "unused media cache files" - Press OK. Adobe CC had already done that and I can now use Premier Pro without running out of memory, but must "delete unused media cache files" regularly.
----------------------------------
Transcript as follows:
Date: 2023-12-27 10:04:22 +08
From: Remote Support
To: All Customers
A secure, encrypted connection has been established.
Date: 2023-12-27 10:04:29 +08
From: Remote Support
To: All Customers
The customer permitted this session to be recorded.
Date: 2023-12-27 10:04:29 +08
From: Remote Support
To: All Customers
Your support representative will be with you shortly. This session may be recorded for quality assurance.
Date: 2023-12-27 10:05:00 +08
From: Remote Support
To: Everyone
Raksha (Adobe) can now have full access to customer's computer.
Date: 2023-12-27 10:05:17 +08
From: Remote Support
To: Everyone
The elevation attempt succeeded.
Date: 2023-12-27 10:05:18 +08
From: Remote Support
To: Everyone
Raksha (Adobe) has stopped viewing the customer's screen.
Date: 2023-12-27 10:05:29 +08
From: Remote Support
To: All Customers
A secure, encrypted connection has been established.
Date: 2023-12-27 10:05:32 +08
From: Remote Support
To: Everyone
Raksha (Adobe) can now have full access to customer's computer.
Date: 2023-12-27 10:05:41 +08
From: Raksha (Adobe)
To: Everyone
Thank you for connecting?
Date: 2023-12-27 10:05:47 +08
From: Raksha (Adobe)
To: Everyone
May i check with your permission?
Date: 2023-12-27 10:05:55 +08
From: Kong Sing
To: Everyone
yes
Date: 2023-12-27 10:11:05 +08
From: Remote Support
To: Everyone
Raksha (Adobe) is performing task: Task Manager
Date: 2023-12-27 10:12:07 +08
From: Remote Support
To: Everyone
Raksha (Adobe) is performing task: Task Manager
Date: 2023-12-27 10:13:16 +08
From: Raksha (Adobe)
To: Everyone
We need to reboot your Pc, we will connect back automatcially.
Date: 2023-12-27 10:13:29 +08
From: Kong Sing
To: Everyone
ok
Date: 2023-12-27 10:14:40 +08
From: Remote Support
To: Everyone
Raksha (Adobe) has stopped viewing the customer's screen.
Date: 2023-12-27 10:15:27 +08
From: Remote Support
To: All Customers
A secure, encrypted connection has been established.
Date: 2023-12-27 10:15:30 +08
From: Remote Support
To: Everyone
Raksha (Adobe) can now have full access to customer's computer.
Date: 2023-12-27 10:23:13 +08
From: Raksha (Adobe)
To: Everyone
Thank you for staying connected, I have checked
everything, everything is looking fine, the only thing we observe is
that as per Premiere pro system requirements the recommended memory for
Premiere pro is RAM 16 GB and a dedicated GPU with 2 GB minimum RAM
Date: 2023-12-27 10:23:51 +08
From: Raksha (Adobe)
To: Everyone
but this laptop is having 8 Gb RAM and no dedictaed GPU and the integrated GPU is only having 128MB
Date: 2023-12-27 10:23:57 +08
From: Kong Sing
To: Everyone
How do I increase RAM
Date: 2023-12-27 10:24:01 +08
From: Raksha (Adobe)
To: Everyone
so there might be some performance issue.
Date: 2023-12-27 10:24:50 +08
From: Kong Sing
To: Everyone
Can I ask you one question?
Date: 2023-12-27 10:25:29 +08
From: Raksha (Adobe)
To: Everyone
Yes please
Date: 2023-12-27 10:27:15 +08
From: Kong Sing
To: Everyone
I read in the internet about the solution to
this problem from Adobe Community. One correct answer was .....go to
Preference > enable AUTOSAVE. As I don't know how to do it, can you
do it?
Date: 2023-12-27 10:27:39 +08
From: Raksha (Adobe)
To: Everyone
I apologize but the step you are suggesting is nowhere related to memory error and the performance.
Date: 2023-12-27 10:27:55 +08
From: Raksha (Adobe)
To: Everyone
the Autosave thing is to generate a backup file of your projct.
Date: 2023-12-27 10:28:37 +08
From: Kong Sing
To: Everyone
OK. What is the solution? Do I buy more RAM?
Date: 2023-12-27 10:28:39 +08
From: Raksha (Adobe)
To: Everyone
But the issue you are facing is because your PC
is not fulfilling the minimum system requirements, we can check
Preferences >memory and then allocate right memory
Date: 2023-12-27 10:28:58 +08
From: Raksha (Adobe)
To: Everyone
but as I alredy checekd the memory allocation to other application should be 1/4 fo total
Date: 2023-12-27 10:29:09 +08
From: Raksha (Adobe)
To: Everyone
and the total is 8 Gb we allocated 1/4 which is 2
Date: 2023-12-27 10:29:26 +08
From: Raksha (Adobe)
To: Everyone
so it is fine I have also erased media cache files
Date: 2023-12-27 10:30:28 +08
From: Raksha (Adobe)
To: Everyone
but it is will work smooth for some time but it
is not permanent solution as when you will work on heavy files or if
you do any heavy editing the application will need resources from RAM
and GPU which might not fulfill the requiremnets.
Date: 2023-12-27 10:30:46 +08
From: Raksha (Adobe)
To: Everyone
Yes, you need to upgrade the RAM of laptop.
Date: 2023-12-27 10:30:59 +08
From: Kong Sing
To: Everyone
Am I correct to say I should buy more RAM. HOw do I do it?
Date: 2023-12-27 10:31:37 +08
From: Kong Sing
To: Everyone
Can you recommend a product?
Date: 2023-12-27 10:33:27 +08
From: Raksha (Adobe)
To: Everyone
I apologize but as per our policies we can only
share the software requirements, the requirements needed by the
Premiere pro application to work effectively, I will share you an
article with full information about it and then you may get one as per
the requirements and your preferred price range
Date: 2023-12-27 10:33:30 +08
From: Raksha (Adobe)
To: Everyone
https://helpx.adobe.com/in/premiere-pro/system-requirements.html
Date: 2023-12-27 10:33:46 +08
From: Raksha (Adobe)
To: Everyone
https://helpx.adobe.com/in/premiere-pro/system-requirements.html
Date: 2023-12-27 10:34:31 +08
From: Raksha (Adobe)
To: Everyone
Here is the list of minimum requiremnts to install and work on PR and the recommended for good performance.
Date: 2023-12-27 10:34:35 +08
From: Raksha (Adobe)
To: Everyone
please go through it.
Date: 2023-12-27 10:35:43 +08
From: Kong Sing
To: Everyone
I am not that computer savvy. I cannot figure out what is the solution in this article?
Date: 2023-12-27 10:37:24 +08
From: Raksha (Adobe)
To: Everyone
Okay, so as per this artcile
Date: 2023-12-27 10:37:49 +08
From: Raksha (Adobe)
To: Everyone
The minimum need of PR is 8 GB of RAM and 2 GB of GPU RAM
Date: 2023-12-27 10:38:06 +08
From: Raksha (Adobe)
To: Everyone
your system is having 8 Gb of RAM but not 2 GB of GPU RAM>
Date: 2023-12-27 10:39:56 +08
From: Kong Sing
To: Everyone
Do I buy a fast internal SSD?
Date: 2023-12-27 10:41:24 +08
From: Raksha (Adobe)
To: Everyone
Yes you can try that but Premiere pro is a GPU
based application , please try to understand for the good performance
with minimal errors we need a dedicated GPU driver as well. which
contains minimum 2 Gb of VRAM
Date: 2023-12-27 10:42:26 +08
From: Raksha (Adobe)
To: Everyone
if you work on 4k file or number of HD file like a big product the minimum RAM the application need is 16 GB
Date: 2023-12-27 10:42:33 +08
From: Raksha (Adobe)
To: Everyone
which is your internal RAM.
Date: 2023-12-27 10:43:29 +08
From: Kong Sing
To: Everyone
Do I buy a computer with 16 GB RAM and 4 Gb of VRAM. Will this resolve the problem?
Date: 2023-12-27 10:45:01 +08
From: Raksha (Adobe)
To: Everyone
Ofcourse
Date: 2023-12-27 10:45:06 +08
From: Raksha (Adobe)
To: Everyone
it will be suitable
Date: 2023-12-27 10:45:44 +08
From: Raksha (Adobe)
To: Everyone
The major isues you are facing is because of the RAM and GPU if you upgrade them , the application will run fine
Date: 2023-12-27 10:45:54 +08
From: Kong Sing
To: Everyone
May I ask another question?
Date: 2023-12-27 10:45:58 +08
From: Raksha (Adobe)
To: Everyone
Yes please.
Date: 2023-12-27 10:47:55 +08
From: Kong Sing
To: Everyone
Will I get the same problem over time unless I
know how to clear the media cache which you did for me? My point is that
I still need to clear the media cache as I continue creating more
videos. Is that correct?
Date: 2023-12-27 10:49:03 +08
From: Raksha (Adobe)
To: Everyone
Yes, cleaning the media cache is to enhance the
performance, when we keep working on a project in the back the cache
start generating and they keep accumulating, which take storage and
makes the application slow, so yes it would be nice if you frequently
clan the cache.
Date: 2023-12-27 10:49:38 +08
From: Kong Sing
To: Everyone
How do I do it? Via Adobe Premier Pro?
Date: 2023-12-27 10:49:54 +08
From: Raksha (Adobe)
To: Everyone
let me show you.
Date: 2023-12-27 10:50:20 +08
From: Raksha (Adobe)
To: Everyone
Edit>preferences>media cache>clean cache
Date: 2023-12-27 10:50:50 +08
From: Raksha (Adobe)
To: Everyone
This is ll you need to do.
Date: 2023-12-27 10:51:05 +08
From: Raksha (Adobe)
To: Everyone
if you do it start of the project it would be ideal.
Date: 2023-12-27 10:51:42 +08
From: Kong Sing
To: Everyone
Does it mean all my previous videos will be erased in Premier Pro?
Date: 2023-12-27 10:51:54 +08
From: Raksha (Adobe)
To: Everyone
No, nothing will be removed
Date: 2023-12-27 10:52:11 +08
From: Raksha (Adobe)
To: Everyone
these are just the cache file, which are generated via working on project.
Date: 2023-12-27 10:53:07 +08
From: Kong Sing
To: Everyone
Ok. Thanks. This is very helpful advice from you. For the time being, do I still need to get upgraded RAM and VPU?
Date: 2023-12-27 10:53:08 +08
From: Raksha (Adobe)
To: Everyone
Please work on the Premiere pro for some time.
Date: 2023-12-27 10:53:15 +08
From: Raksha (Adobe)
To: Everyone
if you still face some major issues
Date: 2023-12-27 10:53:21 +08
From: Raksha (Adobe)
To: Everyone
then you might need to upgrade
Date: 2023-12-27 10:53:34 +08
From: Raksha (Adobe)
To: Everyone
for now, I have set the settings it should work fine now.
Date: 2023-12-27 10:53:37 +08
From: Raksha (Adobe)
To: Everyone
I am happy that I was able to help you and
Thank you for your co-operation., Apart from it, Is there anything else I
can help you with?
Date: 2023-12-27 10:53:54 +08
From: Kong Sing
To: Everyone
Many thanks. I wish you good luck and will sign off.
Date: 2023-12-27 10:55:05 +08
From: Raksha (Adobe)
To: Everyone
Thank you for your time and patience, it was nice assisting you.
Happy to help. You may receive an email with a survey link. Please take a
moment to rate your experience and help us improve. Thanks!
Have a wonderful day. Goodbye:)
Date: 2023-12-27 10:55:14 +08
From: Kong Sing
To: Everyone
Please wait
Date: 2023-12-27 10:55:54 +08
From: Kong Sing
To: Everyone
I need to confirm with you. Is it "delete cache files?" or "clear"?
Date: 2023-12-27 10:56:56 +08
From: Raksha (Adobe)
To: Everyone
This
Date: 2023-12-27 10:58:50 +08
From: Raksha (Adobe)
To: Everyone
Please let me know if you are having any doubts.
Date: 2023-12-27 11:00:25 +08
From: Kong Sing
To: Everyone
Media Cache Files - Remove Media Cache Files - Delete- delete unused media cache files-Ok
Date: 2023-12-27 11:00:34 +08
From: Kong Sing
To: Everyone
Is above correct?
Date: 2023-12-27 11:00:35 +08
From: Raksha (Adobe)
To: Everyone
Yes correct
Date: 2023-12-27 11:00:42 +08
From: Raksha (Adobe)
To: Everyone
the steps are right.
Date: 2023-12-27 11:01:09 +08
From: Kong Sing
To: Everyone
Many thanks and good
Date: 2023-12-27 11:01:24 +08
From: Raksha (Adobe)
To: Everyone
Thank you for your time and patience, it was nice assisting you.
Happy to help. You may receive an email with a survey link. Please take a
moment to rate your experience and help us improve. Thanks!
Have a wonderful day. Goodbye:)
Date: 2023-12-27 11:01:34 +08
From: Remote Support
To: Everyone
Raksha (Adobe) has stopped viewing the customer's screen.
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