CC apps crash

[joachimb94112708]

Hello. Some of my CC2018 apps crash during launch. I searched the forum, and of course there are many discussions about this issue, but the solutions didn't help for me. I use an up-to-date Windows 7, my graphics card (Geforce GTX 960) driver is up-to-date as well. Running the apps as administrator doesn't prevent any crashing.

Three apps crash during start, every single time. That means I haven't been able to work with After Effects, Indesign and Audition for weeks. All I get is a window that says the app has crashed ("APPCRASH" in the details). I get that window twice for each crash. I uninstalled and reinstalled Indesign which didn't change anything. Media Encodere and Premiere had this issue, too, but for them I got an additional window that says, a compatibility issue has been detected that has been solved, the next time I started these two apps, they worked properly even though that compatibility issue had been described as an issue with not-up-to-date programs. Which these two were not.

I had an issue with Photoshop CC2018 that was only solved with the latest update and may or may not be related to the crashes: The app itself has worked properly, except that Windows 7 had no clue what psd files were. When I double-clicked them or chose "open" in the right-click menu, Photoshop was not an option, and when selected manually, nothing happened. But in Photoshop itself, I could open files in the menu or even by drag-and-drop from the explorer.

Crash details for After Effects (sorry, it's not english):

Problemereignisname: APPCRASH

Anwendungsname: AfterFX.exe

Anwendungsversion: 15.0.0.180

Anwendungszeitstempel: 59d489e1

Fehlermodulname: ntdll.dll

Fehlermodulversion: 6.1.7601.23915

Fehlermodulzeitstempel: 59b94ee4

Ausnahmecode: c0000005

Ausnahmeoffset: 000000000004dc9d

Betriebsystemversion: 6.1.7601.2.1.0.256.48

Gebietsschema-ID: 1031

Zusatzinformation 1: d07b

Zusatzinformation 2: d07b9d5d36f45a4afc52f6a40ab4c1c1

Zusatzinformation 3: 74b1

Zusatzinformation 4: 74b175feba19d020937bbb6a6ab10a46

Premiere

Thank you for reading this.

[kglad]

reset your preferences -

after effects:  http://helpx.adobe.com/after-effects/using/preferences.html

audition: https://forums.adobe.com/thread/1079494

indesign:  https://forums.adobe.com/thread/526990

[joachimb94112708]

I have reinstalled Indesign today, and since it hasn't started successfully yet, the folder containg the preference files is empty. I deleted the preference files from After Effects and Audition as instructed, but also with these apps that didn't work. Holding Ctrl, Shift and Alt during Launch didn't work either. The window with the crash report appears nearly instantly (less than a second) after double-clicking the app icon, which is probably before it even checks if someone is pressing any keys.

But thank you for your answer.

[kglad · Accepted solution]

make sure your win 7 is up-to-date with sp1.  if it is:

uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 3 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

[joachimb94112708]

Oh. I was hoping I could avoid that. I will do that after Christmas and report if it solved the problem. After all, most apps work fine and the ones that do not couldn't be repaired by completely uninstalling and reinstalling. But we'll see.

Thanks for your advice!

[kglad]

you're welcome.

[nontachais9815757]

Thanks guy, you've saved my day!

[kglad]

you're welcome.