18 Replies Latest reply on Dec 7, 2018 9:47 AM by calebc1428

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

    calebc1428 Level 1

      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.

        • 1. Re: Premiere Pro (2019) crashes when I try to open it
          Peru Bob Adobe Community Professional & MVP

          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.

          • 2. Re: Premiere Pro (2019) crashes when I try to open it
            calebc1428 Level 1

            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.

            • 3. Re: Premiere Pro (2019) crashes when I try to open it
              Peru Bob Adobe Community Professional & MVP

              How about the graphics driver?

              • 4. Re: Premiere Pro (2019) crashes when I try to open it
                calebc1428 Level 1

                I also tried rolling it back and that did nothing.

                • 5. Re: Premiere Pro (2019) crashes when I try to open it
                  Peru Bob Adobe Community Professional & MVP

                  How did you roll it back?

                  Did you try a newer driver?

                  • 6. Re: Premiere Pro (2019) crashes when I try to open it
                    calebc1428 Level 1

                    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.

                    • 7. Re: Premiere Pro (2019) crashes when I try to open it
                      Dean Utian Adobe Community Professional

                      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

                      • 8. Re: Premiere Pro (2019) crashes when I try to open it
                        calebc1428 Level 1

                        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"

                        • 9. Re: Premiere Pro (2019) crashes when I try to open it
                          Macawesome3278829 Level 1

                          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.

                          • 10. Re: Premiere Pro (2019) crashes when I try to open it
                            calebc1428 Level 1

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

                            • 11. Re: Premiere Pro (2019) crashes when I try to open it
                              Dean Utian Adobe Community Professional

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

                              ImporterQuickTime.prm

                              • 12. Re: Premiere Pro (2019) crashes when I try to open it
                                calebc1428 Level 1

                                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?

                                • 13. Re: Premiere Pro (2019) crashes when I try to open it
                                  Wes Howell Adobe Employee

                                  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

                                  • 14. Re: Premiere Pro (2019) crashes when I try to open it
                                    calebc1428 Level 1

                                    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"/>

                                    </thread>

                                    </backtrace>

                                    <registerSet>

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

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

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

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

                                    <register name="RSI" value="0x000000001B88718A"/>

                                    <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"/>

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

                                    </registerSet>

                                     

                                     

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                                    <binaryImage start="0x00007FFFCE360000" end="0x00007FFFCE36C000" path="snmpapi.dll"/>

                                    <binaryImage start="0x0000000023070000" end="0x0000000023160000" path="adobe\AVCIntraEncoder.dll"/>

                                    <binaryImage start="0x00000000231C0000" end="0x00000000231D0000" path="adobe\pthreadVC.dll"/>

                                    <binaryImage start="0x00007FFFEF510000" end="0x00007FFFEF519000" path="wsock32.dll"/>

                                    <binaryImage start="0x0000000023520000" end="0x00000000236C7000" path="adobe\ExporterXDCAMHD.prm"/>

                                    <binaryImage start="0x00007FFFACB70000" end="0x00007FFFAD081000" path="adobe\mc_enc_avcsr.dll"/>

                                    <binaryImage start="0x0000000024880000" end="0x0000000024928000" path="adobe\ImporterAVI.prm"/>

                                    <binaryImage start="0x0000000024A60000" end="0x0000000024C33000" path="adobe\ImporterRED.prm"/>

                                    <binaryImage start="0x0000000024CC0000" end="0x0000000024D02000" path="adobe\ImporterSensorManager.prm"/>

                                    <binaryImage start="0x0000000024D90000" end="0x0000000024DCD000" path="adobe\ImporterWindowsMedia.prm"/>

                                    <binaryImage start="0x00007FFFAF5A0000" end="0x00007FFFAF7EA000" path="WMVCORE.DLL"/>

                                    <binaryImage start="0x00007FFFAF1D0000" end="0x00007FFFAF2FB000" path="mfperfhelper.dll"/>

                                    <binaryImage start="0x00007FFFCAD00000" end="0x00007FFFCAD53000" path="WMASF.DLL"/>

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                                    <binaryImage start="0x0000000024FD0000" end="0x000000002502A000" path="adobe\PremiereFiltersMetaPlugin.prmp"/>

                                    <binaryImage start="0x00000000250D0000" end="0x0000000025154000" path="adobe\TransitionsMetaPlugin.prmp"/>

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                                    <binaryImage start="0x00000000253A0000" end="0x000000002540B000" path="adobe\RendererCPU.dll"/>

                                    <binaryImage start="0x0000000025460000" end="0x00000000254BC000" path="adobe\TransmitDV.prm"/>

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                                    <binaryImage start="0x00007FFFC9AE0000" end="0x00007FFFC9B2B000" path="mfksproxy.dll"/>

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                                    <binaryImage start="0x00007FFFC8440000" end="0x00007FFFC8488000" path="ksproxy.ax"/>

                                    <binaryImage start="0x00007FFFFC460000" end="0x00007FFFFC4DF000" path="policymanager.dll"/>

                                    <binaryImage start="0x00007FFFFC3C0000" end="0x00007FFFFC451000" path="msvcp110_win.dll"/>

                                    <binaryImage start="0x00007FFFEEC30000" end="0x00007FFFEEC3C000" path="vidcap.ax"/>

                                    <binaryImage start="0x00007FFFDB060000" end="0x00007FFFDB086000" path="Kswdmcap.ax"/>

                                    <binaryImage start="0x00007FFFAC5D0000" end="0x00007FFFAC734000" path="mfc42.dll"/>

                                    <binaryImage start="0x00000000259C0000" end="0x00000000259EB000" path="adobe\TransmitFullScreen.prm"/>

                                    <binaryImage start="0x0000000025A40000" end="0x0000000027389000" path="adobe\TransmitScopes.prm"/>

                                    <binaryImage start="0x00007FFFE7500000" end="0x00007FFFE7517000" path="netapi32.dll"/>

                                    <binaryImage start="0x00007FFFFFCD0000" end="0x00007FFFFFCDE000" path="netutils.dll"/>

                                    <binaryImage start="0x0000000027470000" end="0x00000000274E6000" path="adobe\TransmitVR.prm"/>

                                    <binaryImage start="0x0000000027580000" end="0x00000000276AB000" path="adobe\VRCore.dll"/>

                                    </binaryImageSet>

                                    <dumpType>

                                    Mini

                                    </dumpType>

                                    </crash>

                                     

                                     

                                    </crashreport>

                                    • 15. Re: Premiere Pro (2019) crashes when I try to open it
                                      Vinay Dwivedi Adobe Employee

                                      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

                                      • 16. Re: Premiere Pro (2019) crashes when I try to open it
                                        calebc1428 Level 1

                                        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>

                                         

                                         

                                        <binaryImageSet>

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                                        <binaryImage start="0x0000000030000000" end="0x0000000030062000" path="adobe\EASequenceRenderer.prm"/>

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                                        <binaryImage start="0x00007FFAB7A20000" end="0x00007FFAB7A2B000" path="adobe\mc_enc_mp2sr.dll"/>

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                                        <binaryImage start="0x00000000305B0000" end="0x00000000306A0000" path="adobe\AVCIntraEncoder.dll"/>

                                        <binaryImage start="0x0000000030570000" end="0x0000000030580000" path="adobe\pthreadVC.dll"/>

                                        <binaryImage start="0x00007FFAB67E0000" end="0x00007FFAB67E9000" path="wsock32.dll"/>

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                                        <binaryImage start="0x00007FFA84A30000" end="0x00007FFA84A83000" path="WMASF.DLL"/>

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                                        <binaryImage start="0x00007FFAC2730000" end="0x00007FFAC273A000" path="msdmo.dll"/>

                                        <binaryImage start="0x00007FFA85140000" end="0x00007FFA8518B000" path="mfksproxy.dll"/>

                                        <binaryImage start="0x00007FFAA5BC0000" end="0x00007FFAA5BDD000" path="atl.dll"/>

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                                        <binaryImage start="0x00007FFA630C0000" end="0x00007FFA634E2000" path="adobe\Wraptor.prm"/>

                                        <binaryImage start="0x0000000031DB0000" end="0x0000000031E44000" path="adobe\PlayerMediaCore.prm"/>

                                        <binaryImage start="0x0000000031E70000" end="0x0000000031EDB000" path="adobe\RendererCPU.dll"/>

                                        <binaryImage start="0x0000000031EF0000" end="0x0000000031F82000" path="adobe\ExporterQuickTimeHost.prm"/>

                                        <binaryImage start="0x0000000031FB0000" end="0x00000000321C5000" path="adobe\CFHDEncoder64.dll"/>

                                        <binaryImage start="0x00000000321E0000" end="0x000000003222C000" path="adobe\QTWriter.dll"/>

                                        <binaryImage start="0x0000000032230000" end="0x0000000032296000" path="adobe\QTParser.dll"/>

                                        <binaryImage start="0x00007FFAB2C70000" end="0x00007FFAB2C7C000" path="vidcap.ax"/>

                                        <binaryImage start="0x00007FFA86730000" end="0x00007FFA86756000" path="Kswdmcap.ax"/>

                                        <binaryImage start="0x00007FFA7F970000" end="0x00007FFA7FAD4000" path="mfc42.dll"/>

                                        <binaryImage start="0x0000000032310000" end="0x000000003233B000" path="adobe\TransmitFullScreen.prm"/>

                                        <binaryImage start="0x0000000032380000" end="0x0000000033CC9000" path="adobe\TransmitScopes.prm"/>

                                        <binaryImage start="0x00007FFABDB50000" end="0x00007FFABDB67000" path="netapi32.dll"/>

                                        <binaryImage start="0x00007FFAC5CF0000" end="0x00007FFAC5CFE000" path="netutils.dll"/>

                                        <binaryImage start="0x0000000033CE0000" end="0x0000000033D56000" path="adobe\TransmitVR.prm"/>

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

                                        </binaryImageSet>

                                        <dumpType>

                                        Mini

                                        </dumpType>

                                        </crash>

                                         

                                         

                                        </crashreport>

                                        • 17. Re: Premiere Pro (2019) crashes when I try to open it
                                          Wes Howell Adobe Employee

                                          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

                                          • 18. Re: Premiere Pro (2019) crashes when I try to open it
                                            calebc1428 Level 1

                                            Okay, that worked. Thank you for the help!