Premiere Pro (2019) crashes when I try to open it

[calebc1428]

Premiere was working fine a few days ago, but I went to try and open it again today and it will not open. I keep getting a crash report pop-up. I've tried uninstalling and reinstalling, opening the program itself, trying to open through a project, restarting my computer, but nothing seems to fix this issue. Is anyone having similar issues? I don't know what to do. I tried reverting back to 2018, but that also was crashing.

[Peru Bob]

Try resetting the preferences:

FAQ: How to reset preferences in Premiere Pro?

If that doesn't work, try resetting the Workspaces:

Reset a workspace

Reset the current workspace to return to its original, saved layout of panels.

1. Do one of the following:
   • Click the Workspace menu icon and select Reset to Saved Layout.
   • Choose Window > Workspace > Reset to Saved Layout.

from here:

https://helpx.adobe.com/premiere-pro/using/workspaces.html

If that doesn’t work,,try updating or rolling back your graphics driver directly from the video card manufacturer’s site.

[calebc1428]

I tried resetting the preferences as you said and it got me a little further, but it still crashed before it would open. I can't revert the workspace because the program doesn't open all the way before I get the box that says Premiere crashed.

[Peru Bob]

How about the graphics driver?

[calebc1428]

I also tried rolling it back and that did nothing.

[Peru Bob]

How did you roll it back?

Did you try a newer driver?

[calebc1428]

I did it through "device manager", that's where intel's website sent me (I have an intel graphics card). And yes, I tried updating my driver, but it still had the same issue.

[Dean_Utian]

Could you give more details on the error that displays and your operating system?

There are many threads in this forum on issues pf Premiere crashing at the start. One below is about adjusting the graphics driver

Premiere Pro Crashes On Startup

[calebc1428]

It opens the crash report text box where you can leave a message and send your crash report. It isn't saying anything specific. It seems to keep crashing at the point where it says, "ImporterQuickTime.prm"

[Dean_Utian]

The solution in the forum discussion below may help. It is about the admin privileges to files:

ImporterQuickTime.prm

[calebc1428]

Still can't seem to figure it out. I've got an older version of premiere working for now, should I be able to expect an update that may fix this issue? Or do I need to keep troubleshooting until I fix it?

[Wes Howell]

Hello,

There have been many recent changes related to Nvidia and Intel GPU drivers.

Does your machine also have an Nvidia card or is it Intel only?

A couple of things that will help move forward.

Make sure Nvidia drivers are updated to the latest version (if applicable).

Update Intel Drivers directly from the Intel website.  This resolves the issue for most users.  Some Intel hardware is still not happy and some users have gone back to a slightly older version, for example (Driver 25.20.100.6326.exe release date Oct 9, 201) This behavior may vary depending on hardware.  Support can help with this.  I'll provide info below.

Share crash logs.

Crash logs also have useful info.  In the crash report dialog window, you can click the top text link to copy and paste the details of the crash log.   You can post that here or with support.   You can also send it to me in a PM if you'd like.

You can open a case with support via call or chat at this link: https://helpx.adobe.com/contact.html

Wes

[calebc1428]

I've only got an Intel graphics card. I went to Intel's website to update my driver, but I got the following message:

"A customized computer manufacturer driver is installed on your computer. The Intel Driver & Support Assistant is not able to update the driver. Installing a generic Intel driver instead of the customized computer manufacturer driver may cause technical issues. Contact your computer manufacturer for the latest driver for your computer."

Here is the crash log:

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="2.1.1" clientVersion="2.1.1" applicationName="Premiere Pro" applicationVersion="13.0.1" build="13" source="Windows-Client">

<time year="2018" month="12" day="7" hour="10" minute="18" second="6" timeoffset="-300" timezone="Eastern Standard Time"/>

<user guid="59b28e93-142c-4008-93a3-52512ea6b565"/>

<system platform="Windows 10 Home" osversion="10.0" osbuild="17134" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="16267" machine="Intel(R) Core(TM) i7-8550U CPU @ 1.80GHz" model="Intel64 Family 6 Model 142 Stepping 10" cpuCount="8" cpuType="8664" cpuFreq="1992 MHz"/>

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x0000000013E9EA8E">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x0000000013E9EA8E" symbolname="essentialsound::ParseJSONTags"/>

<stackStatement index="1" address="0x0000000013E9E7F3" symbolname="essentialsound::ParseJSONTags"/>

<stackStatement index="2" address="0x0000000004E9930F" symbolname="MZ::InitializerHeadless::InitializerHeadless"/>

<stackStatement index="3" address="0x0000000004E95D20" symbolname="MZ::Info::Shutdown"/>

<stackStatement index="4" address="0x0000000004E9650F" symbolname="MZ::Initializer::Initializer"/>

<stackStatement index="5" address="0x0000000000A22B8A" symbolname="unknown"/>

<stackStatement index="6" address="0x0000000000A21AA5" symbolname="unknown"/>

<stackStatement index="7" address="0x0000000000A22104" symbolname="unknown"/>

<stackStatement index="8" address="0x0000000000A580AA" symbolname="unknown"/>

<stackStatement index="9" address="0x0000000000A5C958" symbolname="unknown"/>

<stackStatement index="10" address="0x0000000000A5CC2B" symbolname="FE::Run"/>

<stackStatement index="11" address="0x0000000140010362" symbolname="unknown"/>

<stackStatement index="12" address="0x0000000140011CCA" symbolname="unknown"/>

<stackStatement index="13" address="0x00007FF803F23034" symbolname="BaseThreadInitThunk"/>

<stackStatement index="14" address="0x00007FF8043A1471" symbolname="RtlUserThreadStart"/>

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</backtrace>

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<register name="RAX" value="0x0000A23FFBD7ED14"/>

<register name="RBX" value="0x000000000014E6A0"/>

<register name="RCX" value="0x000000000014E5E8"/>

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<register name="RDI" value="0x0000000000000000"/>

<register name="RSP" value="0x000000000014E410"/>

<register name="RBP" value="0x000000000014E710"/>

<register name="RIP" value="0x0000000013E9EA8E"/>

<register name="EFL" value="0x0000000000010246"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

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<dumpType>

Mini

</dumpType>

</crash>

</crashreport>

[Vinay Dwivedi]

Hi Caleb,

You need to first uninstall all the Intel Drivers and the try installing the new one.

Uninstalling the Intel® Graphics Driver and Intel® Display HDMI/Audio...

Download Intel® Graphics - Windows® 10 DCH Drivers

//Vinay

[calebc1428]

I've installed the new drivers, and uninstalled the other one. It still hasn't fixed it.

Crash Report:

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="2.1.1" clientVersion="2.1.1" applicationName="Premiere Pro" applicationVersion="13.0.1" build="13" source="Windows-Client">

<time year="2018" month="12" day="7" hour="12" minute="30" second="42" timeoffset="-300" timezone="Eastern Standard Time"/>

<user guid="59b28e93-142c-4008-93a3-52512ea6b565"/>

<system platform="Windows 10 Home" osversion="10.0" osbuild="17134" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="16267" machine="Intel(R) Core(TM) i7-8550U CPU @ 1.80GHz" model="Intel64 Family 6 Model 142 Stepping 10" cpuCount="8" cpuType="8664" cpuFreq="1992 MHz"/>

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x0000000013B0EA8E">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x0000000013B0EA8E" symbolname="essentialsound::ParseJSONTags"/>

<stackStatement index="1" address="0x0000000013B0E7F3" symbolname="essentialsound::ParseJSONTags"/>

<stackStatement index="2" address="0x000000000480930F" symbolname="MZ::InitializerHeadless::InitializerHeadless"/>

<stackStatement index="3" address="0x0000000004805D20" symbolname="MZ::Info::Shutdown"/>

<stackStatement index="4" address="0x000000000480650F" symbolname="MZ::Initializer::Initializer"/>

<stackStatement index="5" address="0x0000000000ED2B8A" symbolname="unknown"/>

<stackStatement index="6" address="0x0000000000ED1AA5" symbolname="unknown"/>

<stackStatement index="7" address="0x0000000000ED2104" symbolname="unknown"/>

<stackStatement index="8" address="0x0000000000F080AA" symbolname="unknown"/>

<stackStatement index="9" address="0x0000000000F0C958" symbolname="unknown"/>

<stackStatement index="10" address="0x0000000000F0CC2B" symbolname="FE::Run"/>

<stackStatement index="11" address="0x0000000140010362" symbolname="unknown"/>

<stackStatement index="12" address="0x0000000140011CCA" symbolname="unknown"/>

<stackStatement index="13" address="0x00007FFAC7823034" symbolname="BaseThreadInitThunk"/>

<stackStatement index="14" address="0x00007FFACA351471" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x0000103C1E0769C9"/>

<register name="RBX" value="0x000000000014E6A0"/>

<register name="RCX" value="0x000000000014E5E8"/>

<register name="RDX" value="0x000000000014E6A0"/>

<register name="RSI" value="0x000000001B92CB2A"/>

<register name="RDI" value="0x0000000000000000"/>

<register name="RSP" value="0x000000000014E410"/>

<register name="RBP" value="0x000000000014E710"/>

<register name="RIP" value="0x0000000013B0EA8E"/>

<register name="EFL" value="0x0000000000010246"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>

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<binaryImage start="0x0000000033DB0000" end="0x0000000033EDB000" path="adobe\VRCore.dll"/>

</binaryImageSet>

<dumpType>

Mini

</dumpType>

</crash>

</crashreport>

[Wes Howell · Accepted solution]

This short term fix should resolve this crash issue.

Navigate to C:\Users\[username]\AppData\Roaming\Adobe\Common\Essential Sound\ and look for the file SharedTags.json. Please rename this file to SharedTags.old and then attempt to launch Premiere Pro again. See if that fixes it.

FYI - The files may be hidden by default.

A bug fix will be implemented into a future update.

Wes

[calebc1428]

Okay, that worked. Thank you for the help!

[giovmarino]

Hi, I have the same problem on Mac computer. I use the 2019 version since it came out without problems. Today I closed the program normally and when I reopened it, it did not start anymore. I have uninstalled and reinstalled several times, but the problem persists. Only version 2018 works. Is there any Mac solution?

[MacAwesome88]

I just cannot image studios or companies who have to use these bug-ridden 2019 updates to do deadline related work.. they're probably not... probably using CC 2017 or older that actually work.

[calebc1428]

Also, I tried what they suggested in the thread and it still crashed

[Adareimages2]

@Wes Howell I'm having the same problem, but I don't see an "Essential Sound" folder (I only have "Essential Graphics"). Can you please advise on where I can find the Shared Tags file.

Thanks for any help.

[Adareimages2]

In my case, after hours of testing, it seems that the culprit might be Duet Display software installed on the PC.

Premiere Pro will crash on start up if Duet is either connected, or even if the Duet display software is installed in the PC. Once the Duet display software is uninstalled, Premiere Pro becomes more stable, although I have now had to uninstall it twice (without preferences) to ensure that it doesn’t crash.

I have tried it with Adobe Lightroom and Adobe Photoshop (all latest updates) and it seems to work well with no issues. My problem is that I bought it specifically to use with Premiere Pro, during voice overs with a VO actor. I've written to Duet support to see if they can advise on a fix.

[giovmarino]

Thanks to Wes Howell of the Adobe Staff, I solved my problem on Premiere pro cc 2019 Mac version.

This is the solution:

"Delete your profile directory from your documents directory. 

Here is the path on my Mac.  Users⁩ ▸ myname ▸ ⁨Documents⁩ ▸ ⁨Adobe⁩ ▸ ⁨Premiere Pro⁩ ▸ ⁨13.0⁩"