20 Replies Latest reply: Mar 10, 2009 3:23 PM by J. Simon RSS

    Premiere Pro not loading after splash screen, can't find fix on forums.

    (Auggie_Mueller)
      Fresh install, doesn't matter what I do to this machine, memcheck came out ok. I click on Premiere Pro CS3 icon loads splash screen, then kicks out an error code.

      EventType : BEX P1 : P2 : 0.0.0.0 P3 : 00000000 P4 : unknown
      P5 : 0.0.0.0 P6 : 00000000 P7 : 00000000 P8 : c0000409
      P9 : 00000000

      I have a fresh install of window XP home edition service pack 3, 3 gigs of ram, Ati x1200 on board memory, (also have a nvidia 8800gt that I thought was the problem...it's not.) Most up to date drivers. Running two sata hard drives both 250 western digitals.

      system information

      OS Name Microsoft Windows XP Home Edition
      Version 5.1.2600 Service Pack 3 Build 2600
      OS Manufacturer Microsoft Corporation
      System Name DESK
      System Manufacturer MICRO-STAR INTERNATIONAL CO.,LTD
      System Model MS-7327
      System Type X86-based PC
      Processor x86 Family 15 Model 107 Stepping 2 AuthenticAMD ~2494 Mhz
      BIOS Version/Date American Megatrends Inc. V1.6, 2/28/2008
      SMBIOS Version 2.5
      Windows Directory C:\WINDOWS
      System Directory C:\WINDOWS\system32
      Boot Device \Device\HarddiskVolume2
      Locale United States
      Hardware Abstraction Layer Version = "5.1.2600.5512 (xpsp.080413-2111)"
      User Name DESK\Auggie
      Time Zone Central Standard Time
      Total Physical Memory 3,072.00 MB
      Available Physical Memory 1.28 GB
      Total Virtual Memory 2.00 GB
      Available Virtual Memory 1.96 GB
      Page File Space 3.85 GB
        • 1. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
          the_wine_snob Community Member
          Auggie,

          On the splash screen, there is a small line of what PP is loading. It goes by pretty quickly, but can you catch what the last item listed is, before it crashes? This *might* give a clue. Some .dll's and VST's can cause problems. Do you have a lot of Audio VST's, by any chance. Do you happen to have Native Instruments? Have you ever gotten PP to launch on this system, or is this a totally new install? Did you have the "trial" of PP CS3 ever installed on this machine? Just a couple of shots in the dark.

          Hunt
          • 2. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
            (Auggie_Mueller) Community Member
            Well, I just tried it on my desktop and my laptop, and it loads the whole Splash screen and then tries to load the program window then it makes that window go white then fails and comes up with the above error.

            This is a completely Fresh install from about 3 days ago. But I've had the problem for about a week. I had vista, and thought it was that so I went back to XP. Tried both twice and nothing.

            I've done a memory check and comes back fine. Also The only sound stuff on there is the stuff that Adobe and Microsoft will have on there.

            NO trial has been installed. I haven't needed the program through the holidays, but about the second weekend in November I loaded the program and it worked ok. Haven"t had a single issue. No Native Instruments or anything like that.

            Good shots in the dark. I have also removed all adobe and re installed didn't help. The shift and click didn't help. went in to Local settings and deleted the premiere folder didn't help.
            • 3. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
              Community Member
              Adobe recommends using their clean script before doing a reinstall.
              http://www.adobe.com/support/contact/cs3clean.html
              • 4. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                the_wine_snob Community Member
                Auggie,

                The GUI going white makes me wonder about your video card. I did not see that listed in your otherwise complete system specs (thanks, BTW). Did I just miss that?

                Raymond's comment on the Adobe Cleanscript was where I was headed, when I asked about the "trial." He's ahead of me.

                His suggestion would be the first that I'd explore: uninstall, run Cleanscript, reinstall, try.

                Next, I'd look to see if your vid-card mfgr has a newer driver. If you have Windows' updater set to auto, a hotfix, or similar can render a video (or others) driver obsolete. Not all THAT often, but it does happen. Same for firmware for burners, etc., though that is not something that you are experiencing.

                You might also look in both Windows' Display, and any control console for your video card. The use of Hardware Acceleration can cause some issues. Check both places, not just the Windows Disply panel. What is your monitor's resolution set to?

                Last, I assume that you have set full Administrator Rights for your log-in. If not, do that.

                Hunt
                • 5. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                  (Auggie_Mueller) Community Member
                  Yeah, I have full administration rights.

                  Video card has the newest drivers, I'll try the un-install with the cleanscript and see if that works,

                  i do have hardware acceleration set in windows display, an in the Nvidia settings profile.
                  • 6. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                    the_wine_snob Community Member
                    After you have ruled out other possible issues, you might want to drop Hardware Accleration down, and try again. If this works, then increment it up a bit at a time, to see if it fails.

                    Which nVidia card do you have? It seems that some folk are having problems with certain nVidia cards/drivers in CS4.

                    Hunt
                    • 7. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                      (Auggie_Mueller) Community Member
                      Name NVIDIA GeForce 8800 GT
                      PNP Device ID PCI\VEN_10DE&DEV_0611&SUBSYS_06DC19F1&REV_A2\4&3B252A0E&0&0010
                      Adapter Type GeForce 8800 GT, NVIDIA compatible
                      Adapter Description NVIDIA GeForce 8800 GT
                      Adapter RAM 512.00 MB (536,870,912 bytes)
                      Installed Drivers nv4_disp.dll
                      Driver Version 6.14.11.7813
                      INF File oem0.inf (nv4_G9x section)
                      Color Planes 1
                      Color Table Entries 4294967296
                      Resolution 1440 x 900 x 75 hertz
                      Bits/Pixel 32
                      Memory Address 0xFD000000-0xFDFFFFFF
                      Memory Address 0xC0000000-0xDFFFFFFF
                      Memory Address 0xFA000000-0xFEAFFFFF
                      I/O Port 0x0000D800-0x0000D87F
                      IRQ Channel IRQ 18
                      I/O Port 0x000003B0-0x000003BB
                      I/O Port 0x000003C0-0x000003DF
                      Memory Address 0xA0000-0xBFFFF
                      Driver c:\windows\system32\drivers\nv4_mini.sys (6.14.11.7813, 5.85 MB (6,132,576 bytes), 12/26/2007 4:35 PM)

                      it's my video card above. Tried removing with the script, and re installling same thing. Doesn't matter what happens it does the same thing, i've tried different video cards and same thing.
                      • 8. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                        (Auggie_Mueller) Community Member
                        ruled out all the above and did another reinstall changing processors...same thing. crazy how it doesn't want to work.
                        • 9. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                          Harm Millaard Community Member
                          If you are changing CPU's, use outdated video drivers and not tell us what is needed, it is kind of hard to help you. For hints, look at the very large link at the top of the forums: "How to post a question..."
                          • 10. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                            (Auggie_Mueller) Community Member
                            wow, thanks for that great advice, i never thought of actually thought of reading that before i posted anything here, i'm amazed that my iq isn't as big as yours.

                            HERE's the deal, I tried using a different CPU thinking maybe it was causing a conflict and it wasn't. I have the most up-to-date drivers as of this morning when I went to Nvidia and got the ones dated 1-22-2009. Along with that did a clean install again, wiping both hard Drives I have. Also, IT loads fully and then load the work area, and then kicks out after the work area goes white giving me the error in the above post. I came here for suggestions, not to be talked down to by a person I see posting all over this forum making himself above the problem or even wanting to help.
                            • 11. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                              Harm Millaard Community Member
                              Sorry to hurt your feelings but you left out a number of relevant details, only in your last post did you mention updating your video drivers, you have tried an approach to troubleshoot that is like shooting from the hip and it may be worth to supply details that are needed to help you. If you don't help us, we can't help you and the result will be a lot of shots in the dark from the hip. Up to you what you want to make of this, sit down sulking or try another approach.
                              • 12. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                                (Auggie_Mueller) Community Member
                                ok, one more time. I have a problem with Premiere Pro CS3 Crashing after the splash screen. It loads everything right on the splash screen, but when it goes to loading the work areas, it goes white and comes up with the error code of :EventType : BEX P1 : P2 : 0.0.0.0 P3 : 00000000 P4 : unknown
                                P5 : 0.0.0.0 P6 : 00000000 P7 : 00000000 P8 : c0000409
                                P9 : 00000000

                                What ever that is.

                                I have an amd 4800+ Dual Core and 3 gigs of ram. An Nvidia 8800gt with latest drivers installed for all of it. Running windows XP home sp 3 build 2600 More information on my system below.

                                I've re-installed 3 times, and even tried a clean install of vista. I've done the hold shift while loading and get the same issue no matter what. I've Deleted the premiere folder in local settings.
                                I've done all the steps at http://premierepro.wikia.com/wiki/Troubleshooting

                                a screen capture from process explorer and cpu fan can be found here http://www.theslam.net/images/desktop.jpg

                                DXdiag file can be found at
                                http://www.theslam.net/images/DxDiag.txt

                                hopefully this helps.

                                OS Name Microsoft Windows XP Home Edition
                                Version 5.1.2600 Service Pack 3 Build 2600
                                OS Manufacturer Microsoft Corporation
                                System Name DESK
                                System Manufacturer MICRO-STAR INTERNATIONAL CO.,LTD
                                System Model MS-7327
                                System Type X86-based PC
                                Processor x86 Family 15 Model 107 Stepping 2 AuthenticAMD ~2494 Mhz
                                BIOS Version/Date American Megatrends Inc. V1.6, 2/28/2008
                                SMBIOS Version 2.5
                                Windows Directory C:\WINDOWS
                                System Directory C:\WINDOWS\system32
                                Boot Device \Device\HarddiskVolume2
                                Locale United States
                                Hardware Abstraction Layer Version = "5.1.2600.5512 (xpsp.080413-2111)"
                                User Name DESK\Auggie
                                Time Zone Central Standard Time
                                Total Physical Memory 3,072.00 MB
                                Available Physical Memory 2.36 GB
                                Total Virtual Memory 2.00 GB
                                Available Virtual Memory 1.96 GB
                                Page File Space 5.84 GB
                                Page File C:\pagefile.sys

                                Name NVIDIA GeForce 8800 GT
                                PNP Device ID PCI\VEN_10DE&DEV_0611&SUBSYS_06DC19F1&REV_A2\4&3B252A0E&0&0010
                                Adapter Type GeForce 8800 GT, NVIDIA compatible
                                Adapter Description NVIDIA GeForce 8800 GT
                                Adapter RAM 512.00 MB (536,870,912 bytes)
                                Installed Drivers nv4_disp.dll
                                Driver Version 6.14.11.8122
                                INF File oem2.inf (nv4_G9x section)
                                Color Planes 1
                                Color Table Entries 4294967296
                                Resolution 1440 x 900 x 75 hertz
                                Bits/Pixel 32
                                Memory Address 0xFD000000-0xFDFFFFFF
                                Memory Address 0xC0000000-0xDFFFFFFF
                                Memory Address 0xFA000000-0xFEAFFFFF
                                I/O Port 0x0000D800-0x0000D87F
                                IRQ Channel IRQ 18
                                I/O Port 0x000003B0-0x000003BB
                                I/O Port 0x000003C0-0x000003DF
                                Memory Address 0xA0000-0xBFFFF
                                Driver c:\windows\system32\drivers\nv4_mini.sys (6.14.11.8122, 6.01 MB (6,301,248 bytes), 12/26/2007 4:35 PM)
                                • 13. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                                  Harm Millaard Community Member
                                  Thanks for posting this info.

                                  First of all, I have a strong feeling your power supply needs to be replaced. It only delivers 8,80V on the 12V rail. That is bad, very bad. Normal values would be between 11,8 and 12,2V depending on capacitor aging.

                                  When you have exchanged the PSU and you still have the same problem, try if killing AppleMobileDeviceService, mDNSResponder and Dropbox will solve it.

                                  If it still is not solved it may be time to reduce the number of DirectShow filters, first by completely removing Roxio. If it still gives a problem after that, post back on the results and we can look for further solutions.
                                  • 14. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                                    Harm Millaard Community Member
                                    Auggie,

                                    Did you notice how much more helpful it was to just post these screen shots and DXDIAG file? It makes it so much easier to troubleshoot and that is why the link is placed at the top of the forum. Can you imagine what would have happened if you had done that in the first place? We might have been at post #2 instead of #14.

                                    Back to your power supply. The results on the 12V rail are really bad and likely cause serious problems with your system overall, not only PP. The results are way outside of ATX standards. Another thing I noticed is that you have a small 80 mm high speed fan in your case. If you want to lower the CPU temp a bit to improve stability and longevity you may have a look at adding a Scythe Slip Stream 1200 fan (120mm) to your case. It will lower the temperature significantly and costs only around 8.
                                    • 15. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                                      I've had the same problem. Only Premiere Pro CS3 refused to load after going half way thru the splash screen; all other CS3 components worked fine. I tried to uninstall and reinstall and got it so screwed up I couldn't uninstall. I did a reinstall but it still wouldn't load. Adobe tech support had no answer except that I should reformat the hard drive. In struggling with avoiding that, I found that if I created a new user name, that new user didn't have the problem.
                                      Go to Control Panel>User Accounts and select Create New User Account. I made a Flint2 account and the Windows treated me as if I had just been born. (more like resurrected :-)) It offered me a Tour of Windows and so forth.

                                      In my case, I slowly became Flint2 and abandoned Flint as my user name. The downside is that I got a confusion of users with each having a My Documents folder and duplicated Adobe folders etc. But I can live with that as long as I don't have to reformat the drive.
                                      • 16. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                                        stenapp Community Member
                                        Are you cleaning the registry between installs?
                                        • 17. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                                          (Auggie_Mueller) Community Member
                                          ok, so yeah I am cleaning the registry between installs along with running the cs3 clean script from Adobe.

                                          I tried making a new account and get the same issue.

                                          along with all that changed my power supply and nothing.
                                          • 18. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                                            (Auggie_Mueller) Community Member
                                            Ok fixed, It was a mixture of Nvidia driver, Itunes/quicktime, and windows media player. It was really messed up but got it fixed. Just had to do fresh install system, install adobe, open premeire cs3, then install everything else.
                                            • 19. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                                              Eddie Lotter Community Member

                                              Awesome work. I'm glad you got it sorted out.


                                              Cheers
                                              Eddie

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                                              • 20. Re: Premiere Pro not loading after splash screen, can't find fix on forums.
                                                J. Simon Community Member
                                                >Itunes/quicktime

                                                Ouch! On an edit machine? Not so good. Hell, I won't even install that on my playtime machine.