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Premiere Pro CC Crashing At The Splash Screen - OSX Mavericks

Oct 24, 2013 5:45 PM

Tags: #launch #crash #mavericks

Hello,

I'm having difficulty using Premiere Pro CC as it won't allow me to get past the splash screen. I've just updated to OSX Mavericks and apparently Premiere is compatible with Mavericks. However it appears to be crashing at every instance that I load it up, it flashes the splash screen and it crashes, giving me an error report.

 

I am a new member to these forums, so I apologise if I am asking in the wrong area.

I have the crash report here from Apple.

 

Message was edited by: Kevin Monahan. Crash log in attached doc. Please don't copy/paste crash logs in forum posts, attach them as separate documents. Thank you.

Attachments:
 
Replies 1 2 3 Previous Next
  • Currently Being Moderated
    Oct 23, 2013 4:05 AM   in reply to SWDoctor

    +1. Exactly the same exception code.

     
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  • Currently Being Moderated
    Oct 23, 2013 4:19 AM   in reply to SWDoctor

    It was just to say I'm having precisely the same issue as you.

     
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  • Currently Being Moderated
    Oct 23, 2013 4:23 AM   in reply to SWDoctor

    I'm on a 15" Retina MBP. I've yet to try a reinstall, that's my next action.

     
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  • Currently Being Moderated
    Oct 23, 2013 8:52 AM   in reply to SWDoctor

    I have the same problem. Running 2009 imac i7. Tried reinstalling but no joy.

     
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  • Currently Being Moderated
    Oct 23, 2013 10:00 AM   in reply to SWDoctor

    I have the same problem - 2013 MacBook Air 11"  10% of the time it will actually launch, but then crashes shortly after.

     
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  • Currently Being Moderated
    Oct 23, 2013 10:21 AM   in reply to SWDoctor

    >so someone from Adobe can see it

     

    https://www.adobe.com/cfusion/mmform/index.cfm?name=wishform is where you officially tell Adobe

     
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  • Currently Being Moderated
    Oct 23, 2013 10:34 AM   in reply to SWDoctor

    Hi SWDoctor,

     

     

    Thanks for choosing Adobe forums

     

    Please try to uninstall and reinstall Premiere Pro CC.

     

    and then try to launch.

     

    Thanks

    Sandeep

     
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  • Currently Being Moderated
    Oct 23, 2013 10:46 AM   in reply to Sandeep Singh

    Sandeep Singh wrote:

     

    Please try to uninstall and reinstall Premiere Pro CC.

     

    and then try to launch.

    And IF that works, I'd recommend folks on Macs do a complete re-install with Mavericks.  That means formatting your HD and reinstalling from scratch.  Apple's OS upgrades are fairly bullet-proof, but they're not 100% so.  Something will always jump up and bite you in the backside when you least expect it.

     

    Going between dot-revisions (10.X.2 to 10.X.3) isn't a problem.  Those are easy patches.  But going whole versions (10.8 to 10.9) is where you'll want to format and re-install.

     
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  • Currently Being Moderated
    Oct 23, 2013 11:52 AM   in reply to SWDoctor

    SWDoctor wrote:

     

    It hasn't worked for both scenarios. I have reinstalled OSX Mavericks as well as Premiere but to no avail.

    A complete format and re-install?  In other words: nuking everything on your drive?  You're familiar with how to do that with Disk Utility during the installation process, right?  And you created a bootable USB thumb drive to do it?

     
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  • Currently Being Moderated
    Oct 23, 2013 12:19 PM   in reply to SWDoctor

    Same issue here on Mavericks. 13A598. Developer. GM 1

    However CC Client just pushed a 7.01 update and it is still failing. i.e. crashing on startup (splash graphic only). I have a second machine with a fresh GM2 install of Mavericks that I am waiting to try. Will post result as soon as that is up.

     
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  • Currently Being Moderated
    Oct 23, 2013 6:57 PM   in reply to Jason Van Patten

    For what it's worth, I have both a Mac Pro 5,1 and a first-gen Retina Macbook Pro.  Both were nuked from orbit and had Mavericks installed using a thumb drive.  Both run Premiere Pro CC without issue.

     
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  • Currently Being Moderated
    Oct 23, 2013 8:06 PM   in reply to Josh Raymond

    Still doesnt work on Mavericks 13A603 Upgraded. Adobe Premiere Pro CC [2489]
    Unfortunately cant do a fresh install of CC Mavericks on this machine at the moment.

     
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  • Currently Being Moderated
    Oct 23, 2013 11:57 PM   in reply to Josh Raymond

    Same issue 7.01 still crashes on the splash screen. imac i7 2009.

     
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  • Currently Being Moderated
    Oct 24, 2013 10:34 AM   in reply to LukeMaitland

    Thanks for the reports, all, and sorry to hear that you're having this problem. The crash report that SWDoctor posted points to a problem identifying something about the system language settings. Two things from all of you would really help us nail this down, both to come up with a fix and to recommend a workaround until that fix is released.

    1. Post the log file "Premiere Pro Log.txt."
      PPRO does not write this log by default. To prime the pump, go to ~/Library/Preferences/Adobe/Premiere Pro/7.0/logs and create a file by the name of "Premiere Pro Log.txt". It doesn't matter what, if anything is in that initial file because PPRO will write a new one on launch. So just launch the app, and then please post the new log file.
    2. Post screenshots of the main Language&Region dialog from System Preferences. Also click "Advanced" and grab a screenshot of the General tab.

     

    Several of our QEs spent hours yesterday attempting to reproduce this issue to no avail. So we suspect that there's something different about the language settings on the systems where Premiere is crashing.

    Thanks for your assistance in helping us nail this down.

     
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  • Currently Being Moderated
    Oct 24, 2013 5:46 PM   in reply to Mark Mapes

    Premiere Pro CC crashing on launch with Mavericks. On a 2009 8 core Mac Pro.  CS6 seems to be ok.  Here is the crash long.   I'll try an uninstall and reinstall of CC and let you know later how it goes.

     

    Message was edited by: Kevin Monahan. Please don't copy/paste crash logs to forum posts. Attach them as separate docs. Thanks!

    Attachments:
     
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  • Currently Being Moderated
    Oct 24, 2013 5:43 PM   in reply to tenorocity

    Tenorocity: Given that the problem most likely involves PPRO's interaction with system settings, specifically the Language&Region settings, reinstalling is not likely to resolve anything.

    What would help us diagnose the cause of this problem is to provide the log file I requested in my post earlier today--not the crash log--and screenshots of the Language&Region dialog. And please, please add the log file as an attachment rather than pasting it directly into the thread.

     
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  • Currently Being Moderated
    Oct 24, 2013 5:54 PM   in reply to SWDoctor

    How do I add the attachment for the Crash Logs etc?
    Screenshot 2013-10-25 11.46.07.jpg

     
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  • Currently Being Moderated
    Oct 24, 2013 6:03 PM   in reply to Josh Raymond

    Screenshot 2013-10-25 12.02.29.jpg

     
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  • Currently Being Moderated
    Oct 24, 2013 6:05 PM   in reply to Josh Raymond

    Same here, Late 09 MacPro, even with latest pushed update still crashes on launch

     

    NOT

    HAPPY

     
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  • Currently Being Moderated
    Oct 24, 2013 6:06 PM   in reply to Josh Raymond
     
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  • Currently Being Moderated
    Oct 24, 2013 6:11 PM   in reply to Josh Raymond

    Sorry, I didn't realize that the means for attaching a file was kinda hidden. Click Reply, then "Use Advanced Editor" to upper right of text edit box, then Browse at bottom left of the advanced editor.

     
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  • Currently Being Moderated
    Oct 24, 2013 6:37 PM   in reply to Mark Mapes

    Screen Shot 2013-10-24 at 9.36.20 PM Where the folder?.png@mark mapes---trying to create the primer log file.  don't see an adobe folder in Library/Preferences/   What am I missing here?  

     
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  • Currently Being Moderated
    Oct 24, 2013 6:44 PM   in reply to tenorocity

    From my system preferencesScreen Shot 2013-10-24 at 9.26.47 PM Lang and Reg.pngScreen Shot 2013-10-24 at 9.27.20 PM  General.png

     
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    Oct 24, 2013 7:06 PM   in reply to tenorocity

    Start at your user folder ("davidintrator," I believe). If you go to the Go menu, select Go To Folder, and paste the path I provided--complete with the tilde--it'll go straight there.

     

    I've matched the settings shown in Josh's screenshots, and PPRO launches w/o issue. And tenorocity's settings match my original settings. So it's not simply the language/region settings.

     

    If any of you have enabled the option to open the most recent project at startup, then please try clearing your preferences. If you care about saving the prefs (in case they're not implicated), then just move "Adobe Premiere Pro Prefs" from Documents/Adobe/Premiere Pro/7.0/Profile-<username>. If you don't care about your existing prefs, you can simply delete that file.

     
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  • Currently Being Moderated
    Oct 24, 2013 8:47 PM   in reply to Mark Mapes

    Screen Shot 2013-10-24 at 11.41.24 PM.png@mark ----to add insult to injury, now there is a new problem:  I can't download Premiere Pro CC to provide the log that could help you.  (I uninstalled it PPCC earlier in the hope that reinstall would solve the crash problem.)

    I now get the attached error message: "Installation Failed"  Unable to reach Adobe servers.....   This happens after about 8% has been downloaded.  It happened twice. 

     
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  • Currently Being Moderated
    Oct 24, 2013 9:14 PM   in reply to tenorocity

    @mark---FYI I was just able to easily download an update to Indesign CS6 through the creative cloud app.   The problem is with PP CC.  I'm going to give it one last try.

     
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  • Currently Being Moderated
    Oct 25, 2013 12:11 AM   in reply to Mark Mapes

    Hi Mark,

     

    Here is the log file that was generated...

     

    Log file created: Fri Oct 25 07:58:17 2013

    -------------------------------------------

    Ticks = 0      <4614799360> <DynamicLink> <5> Attempting to launch dynamiclinkmanager

    Ticks = 0      <4614799360> <DynamicLink> <5> /Library/Application Support/Adobe/Common/dynamiclink/7.0/dynamiclinkmanager.app

     

    I tried attaching the .txt file  to the post but couldn't for some reason.

     

    Screen Shot 2013-10-25 at 08.08.49.png

     

    Screen Shot 2013-10-25 at 08.08.58.png

     

    Good luck with this. Let me know if there is anything else that would help.

     

    Luke

     
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  • Currently Being Moderated
    Oct 25, 2013 8:47 AM   in reply to LukeMaitland

    Here is the Premiere Pro CC Log File after the crash

     

    Log file created: Fri Oct 25 11:44:34 2013

    -------------------------------------------

    Ticks = 0      <4587024384> <DynamicLink> <5> Attempting to launch dynamiclinkmanager

    Ticks = 0      <4587024384> <DynamicLink> <5> /Library/Application Support/Adobe/Common/dynamiclink/7.0/dynamiclinkmanager.app

     
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  • Currently Being Moderated
    Oct 25, 2013 9:51 AM   in reply to SWDoctor

    Hi all, thanks for the screenshots.  Some more questions

    1. How did you install Mavericks?  I'm assuming from the updater
    2. What were your language settings before you updated? I'm assuming the same, although the dialogs were different in 10.7/10.8
    3. What version of Premiere Pro CC are you using (7.0 or 7.0.1)?
    4. Did Premiere Pro CC work on the same machine, just before the Mavericks update?
     
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  • Currently Being Moderated
    Oct 25, 2013 9:59 AM   in reply to Charles VW

    Hi Charles,

     

    1. Yes from the updater.

    2. Yes the same language settings.

    3. I'm using 7.01.

    4. Yes Premiere Pro CC worked on the same machine just before the update.

     
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