Instant crash

[håvardh30141116]

So I updatet AE to 14.2 today and it crashes instantly when I open it. Any tips?

I am currently running on a ASUS pc with Windows 10 Home.

OS build: 14393.1066

Processor: AMD A10-5700 APU with Radeon HD Graphics      3.40 GHz

RAM: 12gb

System Type: 64 bit

I am not a technical person so I hope I wrote all the necesarry details.

[Moderator moved from non-technical Lounge to After Effects forum.]

[Nancy OShea]

Did you restart your computer after the update?

PS. As I was attempting to move this question from The Lounge to After Effects​, the entire forum system went down for several hours.  Sorry for the delay.

Nancy

[håvardh30141116]

I didn`t restart my computer right after the update but I have restarted it several times after I sent the question and it`s still the same.

[Nancy OShea]

OK. 

Open your Windows Event Viewer to identify the faulting module causing AE to crash.

Lavasoft is a known conflict with several Adobe products including Photoshop, & After Effects. Uninstalling Lavasoft and all related DLL files fixes the problem.  See link below for details.

Photoshop crashes with Lavasoft Chrome extension installed

Nancy

[håvardh30141116]

It says that it is a ntdll.dll that is causing the issue. Should I remove it?

[Nancy OShea]

Is your Windows up to date?

See this:

How to Fix: NTDLL.DLL Error - The Definitive Guide | www.infopackets.com

[håvardh30141116]

So I deleted AE and installed it again. Then I checked my harddrive for errors and then I did a full virusscan. Still no results. (my windows is up to date) I heard that the windows 10 creators update is comming soon, maby that will fix it.

[håvardh30141116]

So I updated to Windows 10 Creators and AE is still crashing. Now however, when I check the event viewer it says that it`s the KERNELBASE.dll thats causing the problem.

[Nancy OShea]

How To Fix Kernelbase.dll is Missing & Not Found Errors

Nancy

[Szalam]

When you day it crashes instantly, could you be more specific? Do you see a splash screen at all? At what point in the loading process does it crash? Are there any error messages popping up?

Have you ever created custom workspaces? Do you use any third-party scripts?

[håvardh30141116]

The software opens (so the splash screen does it's jobb.) It crashes after the splash screen but before the welcome screen. And I have a custom workspace witch is the one AE opens with. The error message is the deafault witch is something like "an unexpected fault caused the program to fail/crash) and before I get the error my mouse turns in to the blue spinni circle and it says doesn't respond. I don't use scripts, only plug-ins

[Szalam · Accepted solution]

Alright, go to this folder:

C:\Users\YOURUSERNAME\AppData\Roaming\Adobe\After Effects\14.2\ModifiedWorkspaces

Move all of the files out of this folder and try running AE.

[romainl91450674]

And what is the path on mac os ?

Le 9/05/17 à 15:59, Szalam a écrit :

Alright, go to this folder:

C:\Users\YOURUSERNAME\AppData\Roaming\Adobe\After

Effects\14.2\ModifiedWorkspaces

Move all of the files out of this folder and try running AE.

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|MC:SUBJECT|

Romain Luyten

[personal information removed by moderator]

[Szalam]

romainl91450674  wrote

And what is the path on mac os ?

I don't know off the top of my head (and I don't have a Mac handy to check right now), but I would guess something like

/Library/Preferences/Adobe/After Effects/14.2

[romainl91450674]

I tried but it change nothing. I had the exact same problem

Le 9/05/17 à 16:14, Szalam a écrit :

/Library/Preferences/Adobe/After Effects/14.2

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|MC:SUBJECT|

Romain Luyten

Web Developer

[personal information removed by moderator]

[Szalam]

I don't think your problem is the same because you have an entirely different operating system. Please make a new thread and explain your problem in a lot more detail.

[håvardh30141116]

That did it!!! Thanks a lot. Is it ok to create new workspaces again?

[Szalam]

håvardh30141116  wrote

That did it!!! Thanks a lot. Is it ok to create new workspaces again?

Yes.

Just be remember the fix in case it happens again. Please do file a bug report​ so that Adobe can know of this issue and fix it.

(It wouldn't be a bad idea to take some screenshots once you set up your new workspaces. This will help, if it crashes again, to show Adobe what your workspace looked like when you go to file another bug report.)

Out of curiosity, what plugins do you use? I'm trying to see if your issue is related to another one I know of.