Crash After Effect 2017 when clic preference

[fanys52308355]

Hello,

My computer MAC/10.11.6/EL CAPITAN/

NVIDIA GeForce GTX 680MX 2048 Mo

Pilote CUDA OK

everything was OK before with CC 2015 and now since upgrade, I can not clic on "preference" without a crash soft

If you have an idea, thanks

[Roei Tzoref]

I can not clic on "preference" without a crash soft

1. make sure you are using the latest 14.0.1 version. (click about after effects to be sure). if you are not, the open your CC App and update your software. if you are not seeing it yet, try relaunching CC App by typing Cmd+Alt+R

2. reset your preferences file with these instructions: Reset After Effects Preferences

[fanys52308355]

Thanks for your answer

So I have the latest version 14.0.1.5 and unfortunely blog/adobe is not available ! I can not join blog/adobe

I try to change permissions in library but same !!

Do you know..How can I reset after effects preferences or ....

[Roei Tzoref · Accepted solution]

Cmd+Alt+Shift and click twice to launch the App. you will be presented with a window to reset your preferences. click OK. another way to reset your preferences is to delete of rename the preferences file that is located here:

• (Windows) \Users\[user_name]\AppData\Roaming\Adobe\After Effects\[version]
• (Mac OS) /Users/[user_name]/Library/Preferences/Adobe/After Effects/[version]

[fanys52308355]

Oh my godnesssss !

Thanks Roei, preferences are back !

This problem was so embarrassing and suddenly

Thanks a lot Roel (good luck w4St3d)

[w45t3d]

I still can't open the preference pannel in AE after renaming the old Prefs file in the roaming folder. still gives me the crash and still no sound. I will downgrade to AE 2016 again until adobe fixes this porblem.

[Roei Tzoref]

Unless we can confirm this is a bug, there could be nothing in adobe's end to really fix. I have not seen this issue reported as a known bug in the forums or in the support website. If you have confirmed information then please share. Other than reverting to an earlier versio, You can contact support and try to fix this through remote desktop session with a support agent

[w45t3d]

Okay, i renamed the GENERAL Pref file, not the one I asumed first. Now I can work again. without my audio card, but at least I can continue working. So yeah, it worked, thank you very very very much Roei!

[Roei Tzoref]

Great. When you fix the audio issue please share how. Remember you can have multiple Ae versions alongside In case you need to.  if you need to open a CC2017 project in CC2014-15, you will need to save a copy as CC(13) under file->save in CC2017.

[sheikhhridoy]

Thanks man, renaming the 'version folder' really helped me on my mac. It's really been fixed.

[Roei Tzoref]

Great. actually I think just renaming the preferences file in the folder would have been enough. so next time try it and you may keep a few settings still

[sheikhhridoy]

You're welcome. Yes that's a good idea

[ndalian]

Hey Roei,

This didn't work for me. I mean It did, but it deleted all of my Workspaces, that I had previously set up for work. Does this mean that In order to access the preferences now I have to reset-up my work space EVERY SINGLE TIME????? This is actually a huge issue for me, as I use 2 monitors for work and it takes me around 15 - 20 minuets to set up all of my Workspaces. Please let me know if there is a fix or work around this issue.

[Roei Tzoref]

Does this mean that In order to access the preferences now I have to reset-up my work space EVERY SINGLE TIME?

I am not following exactly. what is the problem exactly and what did you do exactly?

resetting you preferences: Reset After Effects Preferences  does not delete the custom workspaces you created (under window->workspace). to reset preferences you can press Ctrl+Alt+Delete as you launch the app but on windows on SSD the software loads up so quick it's hard to do this in the right timing. so you can delete this file and it will reset your preferences:

[ndalian]

I have a bunch of works spaces saved for my After Effects... But unfortunately with new 2017 update everytime I access Prefernces ( for what evre reson) it crashes. You suggested to delete all saved preferances with( cmnd shift alt) BUT if I do that it also delets all of my saved workspaces... Rhats the problem. My work space gets deleted and I end up with a default work space....

[Roei Tzoref]

I see. you are correct, my mistake. reset preferences does delete the custom workspaces too.

so if you reset it, you will lose the workspace but this is a one time solution. if you are experiencing crashes so often that you have to reset your preferences every time then the problem is something else

[w45t3d]

Hi,
I'm having the same problem. I have a external audio device, and from what i've read from the last patch notes this was a common problem. I#ve installed the newest patch. then I don't have sound when playing back clips. when I want to go to the preferences AE crashes. that's a real bummer because I have a #@$t load of work to do until monday.

[SEIZE NEUF]

Hi,
I'm having the exact same problem : External audio device, no sound playing back, crash when i try to go to the préférences.
That's clearly a bug, when do we have to report them ?

[Roei Tzoref]

you can report bugs here: Feature Request/Bug Report Form

[w45t3d]

Hi guys, just wanted to give you a heads up. there was obviously no update, but all of a sudden I can hear sound when using my interface. All good now, but the fact that it corrected itself makes me wonder even more what was wrong in the first place.

[Roei Tzoref]

apparently there is a known bug (to some people) that involves changing the audio device and crashing preferences. read about it here: Re: After Effects CC (November 2016) Bug-Fix Update Is Now Available

[telemetry_oliv4]

This worked. It was starting to drive me slightly mad. LOL

many thanks

[Maarten Mensink]

Hey guys,

Same problem. I change my external audio all the time. I have a Bluetooth headset which I turn on and off on a daily basis.

Now After Effects doesn't seem to like this and mutes my audio pretty regularly.

Now the problem is that the preferences panel crashes instantly when i try to enter. Doesn't matter what sub-tab I try to open from the preferences. I just get an instant crash. Reseting my preferences does seem to help, but I loose my custom workspace. I don't want to re-build my workspace 2 times a day, so...

Anybody any idea how to reset preferences without losing custom workspaces?

This seems like the most simpel way to work around this bug for now.

MacOS Sierra (version 10.12.2)

iMac (27-inch, Late 2013)

After Effects 2017.0 release (14.0.1.5)

[samr68636136]

Legit, worked perfect for me. many Thanks!

[Jared_P88]

So I recently had this issue also - believe it may've been audio hardware related. Everything was up-to-date also (CC, Win 10 and GPU drivers). I found I couldn't ever bring up the dialog box to reset preferences (by doing Ctrl+Alt+Shift whilst opening), and I didn't have any directory in "(Windows) \Users\[user_name]\AppData\Roaming\Adobe\After Effects\[version]" - mine ended after \Adobe (may be due to being a work PC).

In any case, I was signed into my Adobe account in AE/CC. I opened AE, went to 'Edit', all the way down to my email address (CC account) and selected 'Clear settings'. Was then able to open and alter my preferences without crashing. Hope that helps someone else.