Won't open after update

[Jon Hidden-Coley]

I received a message this morning (04th April) from Creative Cloud telling me there's an update for Premiere pro which I promptly updated. Now the app won't open. I've tried restarting and I've also un-installed and re-installed the app but it still won't open. The app bounces in the dock and shows the splash screen then quits.

Has anyone else had this issue and if so found a fix?

I'm running MacOS High Sierra 10.13.3 on a 4GHz Intel Core i7 iMac and the graphics card is an AMD Radeon R9 M395X 4 GB.

[dagn59785783]

I have the exact same problem. And there is now way to contact Abobe by chat with this problem?

[dagn59785783]

Adobe Media Encoder have the same problem: Adobe Media Encoder has encountered an unexpected error and cannot continue....

[Jon Hidden-Coley]

Media Encoder is working ok for me and I updated that as well this morning.

[dagn59785783]

I uninstalled Premiere and installed version 12.0.1. That works, so I have to wait until the problem is fixed.

[Jon Hidden-Coley]

Yep, I'm doing the same. Hopefully someone at Adobe will read this thread later today and respond.

[zondervan]

From other discussion from yesterday (helped for me):

Hi All,

The following steps fixed the issue for few users. Please try:

1. Uninstall all 12.x version of Premiere Pro.

2. Backup the Preferences before next step(~/Documents/Adobe/Premiere Pro/12.0/Profile-USER)

3. Rename the following list of folders to Old_foldername.

   ~/Documents/Adobe/Premiere Pro/12.0

   ~/Library/Caches/Adobe/Premiere Pro/12.0

   ~/Library/Preference/com.Adobe.PremierePro.CC12.plist

   ~/Library/Saved Application State/com.Adobe.PremierePro.CC12.savedState

Note: All the above folders will be in the hidden library. Here are the steps to access it: Access hidden Mac OS library files

4. Empty trash

5. Reboot the machine.

6. Install the latest version(12.1)

Let us know the status.

Thanks,

Vidya

[dagn59785783]

It worked. Thanks.

[Jon Hidden-Coley]

Worked for me too although I just basically deleted all system files to do with Premiere Pro after uninstalling then rebooted and re-installed. It's ridiculous having to go through that process just to make an update work.

[dagn59785783]

Its not the first time I have to delete the prefs files when updating Adobe programs...

[pp4841592]

zondervan Thank you, this workaround did the job! Thanks a lot.

[pp4841592]

I have exactly the same problem after today's update of Premiere Pro CC 2018, please Adobe, do you fix that or do I really have to do uninstall and reinstall?

[Jesse_Zibble]

Hi,

If any new users encounter this failure to launch Premiere Pro 12.1 and before attempting the steps listed as the solution, could you try the following?

While launching the application, hold down CMD and SHIFT. Please report results here.

Holding those modifiers down during launch deletes the plugin cache and deletes the user preferences. If this fixes the launch failure, that could be helpful in identifying and fixing the problem.

Thank you!

[annaw26]

holding down CMD and shift didn't work for me. Will adobe be fixing this issue or will everyone have to uninstall??

[Jesse_Zibble]

Thank you for the response, that helps isolate the issue.

If you follow the accepted solution steps, can you launch? That is not a fix, but it might unblock you with 12.1.

>> Will adobe be fixing this issue or will everyone have to uninstall??

We are still working on this.

If any user follows the accepted solution steps and it does not allow 12.1 to launch, please post that here.

[Terry Lyle]

This didn't work.

[thomasd97692234]

Thank you Zondervan! It fixed the issue for Premiere.

But Media Encoder is still crashing at launch, even with the CMD+SHIFT.

With still the same "AME has encountered an unexpected error and cannot continue." message.

[zondervan]

Do the same with the AME 12.0 folders:

3. Rename the following list of folders to Old_foldername.

   ~/Documents/Adobe/Adobe Media Encoder/12.0

   ~/Library/Caches/Adobe/Adobe Media Encoder/12.0

   ~/Library/Preference/com.adobe.ame.application.CC12.plist

   ~/Library/Saved Application State/com.adobe.ame.application.CC12.savedState

[thomasd97692234]

Thank you ! I must have missed one, now it's working fine.

[pp4841592]

@thomasd97692234

Thanks for this hint, indeed, my Media Encoder has this problem now too.

"Media Encoder has encountered an unexpected error and cannot continue"

@Jesse Zibble

the command shift does not solve the problem with Media Encoder. Should we do the same folder renaming?

[Jesse_Zibble]

Hi,

Deleting all of paths in the accepted solution should fix the launch problem.

For a more targeted work around, the failure is caused by cached files in only one directory of that list: Typesupport.

If you are unable to launch Premiere Pro or Media Encoder after updating to the current release, please try deleting their TypeSupport folders.

Those paths are:

    /Users/<your username here>/Library/Caches/Adobe/Adobe Media Encoder/12.0/Typesupport

    /Users/<your username here>/Library/Caches/Adobe/Premiere Pro/12.0/Typesupport

We are working on a fixing this error condition automatically.

Thanks

[FTH_Matt]

Worked for me first time

[debruehert]

Thank you! After trying numerous suggested solutions this finally worked for Media Encoder.

[Waldorf & Statler]

Delete this Fonts, under user/library/fonts

[Vidya Sagar · Accepted solution]

Hi All,

The issue is fixed with the latest update of Premiere Pro(12.1.1). Please update & let us know the status.

Thanks,

Vidya