10 Replies Latest reply: Oct 11, 2014 2:02 AM by Mark Mapes RSS

    Premiere Pro CC (2014) crash on start up

    Chadlantis

      I have a Windows 7 64 bit with Service Pack 1. I ran a test and I have all updated drivers and Windows is completely updated. I have Creative Cloud and all applications (Photoshop CC 2014, Audition CC 2014, etc.) work perfectly except for Premiere Pro CC 2014. When I start up Premiere, I get an error message just saying "Adobe Premiere Pro CC 2014.0 has stopped working" that appears over the splash art.

       

      I have tried combinations of uninstalling/re-installing the program before and after re-installing drivers. I also checked the compatibility box in the properties menu of the program; however, the only options for compatibility mode are "Windows Server 2008," "Windows Vista," "Windows Vista Service Pack 1" and "Windows Vista Service Pack 2."

       

      I've exhausted my own ideas for troubleshooting and looking online, I only see techniques I have already tried. I'm paying monthly subscriptions for this product and I need it for my career.

       

      Thank you for the help!

       

      ~Chad

        • 1. Re: Premiere Pro CC (2014) crash on start up
          Mark Mapes Employee Hosts

          A variety of issues can cause PPRO to crash on launch. Here are some of them:

          1. a problem with the Preferences, or some other pref-related file in the Profile-<USERNAME> bin.
          2. the graphics driver
          3. having an integrated graphics chip as well as a graphics card. Disabling the integrated chip often fixes this.
          4. having Nvidia CUDA drivers installed on a system with an AMD card
          5. third-party plug-ins
          6. a problem with the cache files.
          7. a problem with the project file (if you're loading a project...)
          8. folders that Premiere writes to being set to read-only
          9. the user not having administrator rights
          10. a conflict/incompatibility with some OS setting
          11. a problem on the licensing/authentication side.

           

          A log file might help identify the cause of the crash. Please right-click 'My Computer', select "Manage," look under 'Event Viewer->Windows Logs->Application' to see if there's an event there from Premiere Pro. If so, copy the contents of that log and paste them here.

          • 2. Re: Premiere Pro CC (2014) crash on start up
            Chadlantis Community Member

            Thank you for the help! I checked the log as you instructed and the results are below:

             

            Log Name:      Application

            Source:        Windows Error Reporting

            Date:          9/10/2014 7:13:49 PM

            Event ID:      1001

            Task Category: None

            Level:         Information

            Keywords:      Classic

            User:          N/A

            Computer:      notkey

            Description:

            Fault bucket , type 0

            Event Name: APPCRASH

            Response: Not available

            Cab Id: 0

             

             

            Problem signature:

            P1: Adobe Premiere Pro.exe

            P2: 8.0.1.21

            P3: 53c7b17f

            P4: ImageRenderer.dll

            P5: 8.0.1.21

            P6: 53c7659e

            P7: c000001d

            P8: 00000000001f5382

            P9:

            P10:

             

             

            Attached files:

            C:\Users\*********\AppData\Local\Temp\WER8D95.tmp.WERInternalMetadata.xml

             

             

            These files may be available here:

            C:\Users\*********\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_Adobe Premiere P_152cfa1fbd2cae4952815164f6e544e3c8fe2aa7_099394c6

             

             

            Analysis symbol:

            Rechecking for solution: 0

            Report Id: 1d487f7a-3940-11e4-85ce-10c37b962d83

            Report Status: 1

            Event Xml:

            <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

              <System>

                <Provider Name="Windows Error Reporting" />

                <EventID Qualifiers="0">1001</EventID>

                <Level>4</Level>

                <Task>0</Task>

                <Keywords>0x80000000000000</Keywords>

                <TimeCreated SystemTime="2014-09-10T23:13:49.000000000Z" />

                <EventRecordID>4531</EventRecordID>

                <Channel>Application</Channel>

                <Computer>notkey</Computer>

                <Security />

              </System>

              <EventData>

                <Data>

                </Data>

                <Data>0</Data>

                <Data>APPCRASH</Data>

                <Data>Not available</Data>

                <Data>0</Data>

                <Data>Adobe Premiere Pro.exe</Data>

                <Data>8.0.1.21</Data>

                <Data>53c7b17f</Data>

                <Data>ImageRenderer.dll</Data>

                <Data>8.0.1.21</Data>

                <Data>53c7659e</Data>

                <Data>c000001d</Data>

                <Data>00000000001f5382</Data>

                <Data>

                </Data>

                <Data>

                </Data>

                <Data>

            C:\Users\*********\AppData\Local\Temp\WER8D95.tmp.WERInternalMetadata.xml</Data>

                <Data>C:\Users\*********\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_Adobe Premiere P_152cfa1fbd2cae4952815164f6e544e3c8fe2aa7_099394c6</Data>

                <Data>

                </Data>

                <Data>0</Data>

                <Data>1d487f7a-3940-11e4-85ce-10c37b962d83</Data>

                <Data>1</Data>

              </EventData>

            </Event>

            • 3. Re: Premiere Pro CC (2014) crash on start up
              Mark Mapes Employee Hosts

              Okay, based on the information I'm able to glean from that crash log, it would help to see a screenshot of the System Info: StartMenu>ControlPanel>System. You might want to blur or delete everything from Computer Name, Domain, and Workgroup Settings down.

              • 5. Re: Premiere Pro CC (2014) crash on start up
                Mark Mapes Employee Hosts

                Thanks. It doesn't look like you have Service Pack 1 applied. I know you reported above that you did, but it's not showing below "Windows 7 Ultimate."

                The faulting module, ImageRenderer.dll, is most commonly caused by an incompatibility with Windows 7, which was resolved in SP1.

                You can double-check whether SP1 is already applied through the DirectX Diagnostic Tool (and probably 10 other ways that I don't know about...). To do so, go to the Start Menu and type "dxdiag." On the System tab, look for Operating System. If SP1 is applied, it will show (6.1, Build 7601).

                 

                If indeed you're already on SP1, then please take a look at this thread. Same Fault Module, but different Application (Adobe QT32 Server vs. Premiere Pro), but the fix recommended by Sandeep might work.

                • 6. Re: Premiere Pro CC (2014) crash on start up
                  Harold Emerson House

                  Could you possibly help me with my crashing situation?  This is the Windows Log...Application report

                   

                  Fault bucket 81728610427, type 5

                  Event Name: BEX64

                  Response: Not available

                  Cab Id: 0

                  Problem signature:

                  P1: Adobe Premiere Pro.exe

                  P2: 8.1.0.81

                  P3: 5426694c

                  P4: MSVCR110.dll

                  P5: 11.0.51106.1

                  P6: 5098826e

                  P7: 00000000000740c4

                  P8: c0000409

                  P9: 0000000000000007

                  P10:

                  Attached files:

                  C:\Users\HH\AppData\Local\Temp\WERC0A9.tmp.WERInternalMetadata.xml

                  C:\Users\HH\AppData\Local\Temp\WERCC72.tmp.appcompat.txt

                  C:\Users\HH\AppData\Local\Temp\WERCCD0.tmp.hdmp

                  C:\Users\HH\AppData\Local\Temp\WERD1D3.tmp.WERDataCollectionFailure.txt

                  These files may be available here:

                  C:\Users\HH\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_Adobe Premiere P_423ffb4da3ed0a47fd8df7151fae9619593b_fea0d0c4_1347e2c7

                  Analysis symbol:

                  Rechecking for solution: 0

                  Report Id: 9da7290f-4dd4-11e4-bf71-0025648ccce1

                  Report Status: 4104

                  Hashed bucket: f76e8b5c386b15c079e59634ed31f1e6

                  • 7. Re: Premiere Pro CC (2014) crash on start up
                    Mark Mapes Employee Hosts

                    Start here: The Program can't start because MSVCR110.dll is missing from your - Microsoft Community

                    If that doesn't solve it, please start a new thread, and provide as much of the requested information as possible from this post: FAQ: What information should I provide when asking a question on this forum?

                    • 8. Re: Premiere Pro CC (2014) crash on start up
                      Harold Emerson House Community Member

                      Thanks for the reply, Mark.  I appear to have fixed my crashing issue by finding my Adobe Premiere CC 2014 preferences and then deleted them.  When I launched Premiere again it behaved as it should.

                      • 9. Re: Premiere Pro CC (2014) crash on start up
                        Harold Emerson House Community Member

                        Deleting my prefs only worked temporatily.  It now crashing again upon creating a new project.  I'm using Windows 8.1 64bit.  Do I download and install the visual c ++ 2012 64bit or the visual c ++ 2013 64bit?  Do I also need the x86 version?

                         

                        I did see the dll mentioned in the most recent error crash report so I think I'm on to the right solution.

                        • 10. Re: Premiere Pro CC (2014) crash on start up
                          Mark Mapes Employee Hosts

                          Have you used the option to sync your settings to the Creative Cloud? If so, then what could be happening is that clearing the prefs does indeed really fix the problem, but then when the system next syncs to the Cloud, the fresh, clean prefs get overwritten by a corrupt copy from the Cloud. Our technical support crew has run into a few cases where this was happening.

                          If that's not the ticket, then I'm afraid I don't have any more to contribute as far as the MSVCR solution. I'd recommend contacting our technical support.