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Premiere Pro CC crashes on on launch

Jun 18, 2013 8:26 AM

I was very excited to try out the new CC apps, especially Premiere Pro, but it either crashes immediately on launch, or I get this error message.

 

'Adobe Premiere Pro could not find any capable video play modules. Please update your video display drivers and start again.'

 

I've updated my video drivers to the latest version, and this still happens.

 

I'm running

Windows 7 Professional 64 bit

Nvidia GTX 460, 320.18 driver

Intel Core i7-3770

32GB of RAM

 

I'm a very sad panda. I hope this gets resolved soon.

 
Replies
  • Currently Being Moderated
    Jun 18, 2013 8:56 AM   in reply to Jim Simon

    The help file says: "This error can occur on notebook computers with AMD Switchable Graphics."

     

    My laptop has an nVidia card, so that help file doesn't help in my case.

     

    I can't get Premiere Pro CC to launch.  Here's a picture of the error message I get.

    Error Message.jpg

    Any other thoughts on how to solve this?

    Thanks!

     
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  • Currently Being Moderated
    Jun 18, 2013 8:59 AM   in reply to 3540media

    Despite option 3 specifying notebooks, it may still apply if your CPU has graphics on board.  Many Intel and AMD processors will include a GPU on the die, and even some motherboards will include on-board graphics, so you want to go into the BIOS to make sure they're turned off entirely, using only the separately installed graphics card.

     
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  • Currently Being Moderated
    Jun 18, 2013 9:08 AM   in reply to 3540media

    Try a forum search for that error message.

     
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  • Currently Being Moderated
    Jun 18, 2013 9:37 AM   in reply to 3540media

    It's the same situation for me.  PP CS6 works fine.  PP CC doesn't launch.  I'll try again on a freshly installed system when I have the time, but for now, I'll be doing my next project on CS6.

     
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  • Currently Being Moderated
    Jun 18, 2013 4:49 PM   in reply to 3540media

    Me too. I've installed After Effects CC, Audition CC, Prelude CC, and Media Encoder CC and they all work fine. Premiere Pro CC crashes at the launch screen. I've now installed it twice to no avail. It's a bummer because that's the only program I really planned to use this week. Premiere Pro CS6 is working fine.I'm not getting the same error message though, I get "Adobe Premiere Pro CC has stopped working. Windows can check online for a solution to the problem." I dream of error codes, this error message doesn't help at all.

     

    Windows 7, 64 bit

    ASUS Zenbook

    10GB Ram

    Intel Core i7

    GeForce GT 620M Graphics

     

    (EDIT) I've updated my graphics driver, checked that I'm running on "High Performance", restarted my computer twice, and reinstalled a third time and that didn't help either.

     

    Message was edited by: findwill

     
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  • Currently Being Moderated
    Jun 18, 2013 5:03 PM   in reply to 3540media

    I found the answer for me on another thread.

     

    http://helpx.adobe.com/photoshop/kb/cc-applications-crash-immediately- launch.html

     

    Try to sign in and out of Creative Cloud. That was it for me. Stupid problem but now it all works. One thing to add that the link doesn't explain is that the "Sign out from creative cloud" button in the cloud app is greyed out until you close out your browser (if you are logged in to Adobe). As soon as I closed the browser the button became active and I could log out.

     
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  • Currently Being Moderated
    Jun 19, 2013 11:12 AM   in reply to 3540media

    Try a rightclick on the launch icon and troubleshoot compatiability. I lied and said it worked on Vista so it attempted to open via those drivers etc and viola! It worked. Saved settings and will reopen fine.

     

    So far.

     
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  • Currently Being Moderated
    Jul 10, 2013 10:54 PM   in reply to MontrealFitz

    Awesome, worked for me too!  Thanks for sharing 3540media!

     
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  • Joseph Labrecque
    46 posts
    Mar 10, 2005
    Currently Being Moderated
    Jul 12, 2013 8:07 AM   in reply to 3540media

    I'm seeing a similar issue with Premiere Pro CC on 64-bit Windows 8 with Radeon 3400. Complete crash upon launch (at splash screen).

     

    7-11-2013 8-03-41 PM.png

     

    Have tried a number of things as suggested in these forums:

    • sign out / sign in to Creative Cloud
    • uninstall / reinstall Premiere Pro CC
    • Update Radeon drivers to latest beta
    • Update Intel drivers
    • troubleshoot compatibility

     

    Nothing works for me. Runs fine on my other machines... Help!

     
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  • Currently Being Moderated
    Jul 13, 2013 1:48 AM   in reply to Joseph Labrecque

    Joseph, have you tried clearing app prefs? You can do so manually by deleting the prefs file from My Documents/Adobe/Premiere Pro/CC/7.0/Profile-, or automatically by holding Shift-Alt while launching.  Are you launching from the main app icon or by double-clicking a project file?

     
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  • Joseph Labrecque
    46 posts
    Mar 10, 2005
    Currently Being Moderated
    Jul 13, 2013 7:03 AM   in reply to Mark Mapes

    Hi Mark. I did delete the prefs before but just tried to delete again and did the SHIFT+ALT trick as well. Nothing has improved, sadly. Thanks for the suggestion.

     

    Is there possibly a crash log someplace which gets generated?

     
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  • Currently Being Moderated
    Jul 13, 2013 11:47 AM   in reply to Joseph Labrecque

    I believe this is the path to the log files: \Users\[username]\AppData\Local\Temp. (I'm not as certain as I should be because I have shortcuts to the location on my test systems.)

    You didn't answer re: how exactly you are launching.

    Also, do you have any third-party codecs or plugins installed? I seem to recall that we've had cases where a new version had trouble launching when certain third party software was around from an earlier version.

    And one other thing: is PPRO installed to the default location?

     
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  • Joseph Labrecque
    46 posts
    Mar 10, 2005
    Currently Being Moderated
    Jul 13, 2013 12:03 PM   in reply to Mark Mapes

    Ah, apologies, Mark - I was opening straight up without a project file.

     

    I don't see anything useful in terms of log files in there. Ah well- perhaps it crashes before it even writes anything.

     

    I have Camtasia Studio running on the machine - but I have it on the other machines where it does work as well so I doubt that could be the problem.

     

    Yes, it is installed at the default location.

     

    Appreciate your help!

     
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  • Currently Being Moderated
    Jul 13, 2013 12:56 PM   in reply to Joseph Labrecque

    Well, I've exhausted my arsenal. Sorry I couldn't help. It might be time to dial up Adobe Support. If you go that route and come up with a solution, please post back here.

     
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  • Joseph Labrecque
    46 posts
    Mar 10, 2005
    Currently Being Moderated
    Jul 15, 2013 11:12 AM   in reply to Mark Mapes

    Interesting. If I disable my video card and launch Premiere - it launches fine. I can then re-enable the video card with Premiere running and then go about my work just fine. However... if I close and then restart Premiere I see it crash as before.

     

    Had my video card wrong too - 3600 series.

     
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  • Joseph Labrecque
    46 posts
    Mar 10, 2005
    Currently Being Moderated
    Aug 31, 2013 5:44 PM   in reply to Joseph Labrecque

    Here is something. If I open Media Encoder I get this:

     

     

     

     

    Expression: EXCEPTION_ACCESS_VIOLATION (The thread attempted to read from or write to a virtual address for which it does not have the appropriate access.)

    Process: Adobe Media Encoder.exe

    Process ID: 1532

    Thread ID: 12880

    Thread Name: Main Thread

    File: ..\..\Src\AcceleratedRendererModule.cpp

    Line: 185

    Function: ML::AcceleratedRendererModule::CallAcceleratedRendererModule

     

     

    Debug Assert failed!

    Hit Debug to see where the exception occurred.

     

     

    Expression: EXCEPTION_ACCESS_VIOLATION (The thread attempted to read from or write to a virtual address for which it does not have the appropriate access.)

    Process: Adobe Media Encoder.exe

    Process ID: 1532

    Thread ID: 12880

    Thread Name: Main Thread

    File: ..\..\Src\AcceleratedRendererModule.cpp

    Line: 185

    Function: ML::AcceleratedRendererModule::CallAcceleratedRendererModule

     

     

    -------------- StackTrace --------------

    dvacore::debug::BreakAfterAssertDialog

    dvacore::utility::exceptions::InternalHiddenFilterWindowsSEHException

    ML::InitiateRender

    _C_specific_handler

    RtlLookupFunctionEntry

    DbgPrint

    KiUserExceptionDispatcher

    ??? <8765875826279>

    ??? <8765875753922>

    ??? <8765875473880>

    ??? <8765875473995>

    clGetSamplerInfo

    clGetSamplerInfo

    clGetSamplerInfo

    clGetSamplerInfo

    clGetSamplerInfo

    clGetSamplerInfo

    clGetSamplerInfo

    clGetSamplerInfo

    clGetSamplerInfo

    clIcdGetPlatformIDsKHR

    ??? <8766600122536>

    clGetExtensionFunctionAddress

    ??? <8766600122396>

    clGetPlatformIDs

    GF::Initialize

    DS::Initialize

    xRendererEntry

    ML::CreateAcceleratedRenderer

    ML::IAcceleratedRendererModule::GetModules

    ML::IsCurrentlyValidAcceleratedRenderer

    ML::AddPluginFormatsToBlacklist

    ML::AddPluginFormatsToBlacklist

    ML::LoadPlugins

    ML::PluginSupport::LoadAllPlugins

    ??? <4272499>

    ??? <4282348>

    ScriptLayer::ScriptObject::`default constructor closure'

    ScriptLayer::ScriptObject::`default constructor closure'

    exo::app::AppBase::Initialize

    ScriptLayer::ScriptObject::`default constructor closure'

    ??? <4203097>

    ScriptLayer::ScriptObject::`default constructor closure'

    BaseThreadInitThunk

    RtlUserThreadStart

     

     

     

     

     

    A low-level exception occurred in:  (AcceleratedRenderer)

    Exception Occurred!

    A low-level exception occurred in:  (AcceleratedRenderer)

    -------------- StackTrace --------------

    ML::CreateAcceleratedRenderer

    ML::IAcceleratedRendererModule::GetModules

    ML::IsCurrentlyValidAcceleratedRenderer

    ML::AddPluginFormatsToBlacklist

    ML::AddPluginFormatsToBlacklist

    ML::LoadPlugins

    ML::PluginSupport::LoadAllPlugins

    ??? <4272499>

    ??? <4282348>

    ScriptLayer::ScriptObject::`default constructor closure'

    ScriptLayer::ScriptObject::`default constructor closure'

    exo::app::AppBase::Initialize

    ScriptLayer::ScriptObject::`default constructor closure'

    ??? <4203097>

    ScriptLayer::ScriptObject::`default constructor closure'

    BaseThreadInitThunk

    RtlUserThreadStart

     
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  • Currently Being Moderated
    Sep 3, 2013 4:33 AM   in reply to 3540media

    If all else fails,

     

    Try uninstalling your latest app.

     

    Control Panel - Uninstall - your latest installed program.

     

    or if system was running ok before...

     

    Try system restoring to your latest known good working restore point,

    however you are likely to lose your latest installed updates or application.

     

     

     

    good luck

     
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  • Currently Being Moderated
    Jan 6, 2014 2:33 AM   in reply to 3540media

    I have had almost exactly the same issue - I even got tot the point of re formatting my HD too. Seriously frustrating.

     

    I have a Samsung Chronos 7 i7 NoteBook.

    Intel(R) Core(TM) i7 - 2675QM CPU @2.20GHz

    8GB RAM

    64 bit Operating system

    Windows 7.

     

    My drivers are updated for: Intel / AMD Grpahics cards

    Java Updated and installed.

    SW Updated - Up to date

    All windows updates installed.

    Quicktime 7.7.4  Pro Installed.

    Google Chrome Web Browser.

     

    I was told by an Adobe Tech that the issue lies with the Intel and AMD cards conflicting. That Prem Pro CC only wants to use the AMD card but the Intel is being used first. Having spoken to Samsung techs they say that outside of using 'Catalyst Control Center' (which has aslo been updated) there's no way of doing that. : I

     

    PLEASE someone say there's a solution to all this. Prem pro is my primary source of income as a freelancer. Plus I've spent over 7 hours on the phone to both Samsung and Adobe and my head is about to melt.

     
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