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supahfox
supahfox
Known Participant
September 25, 2023

After Effects 23.6 crashes on startup

  • September 25, 2023
  • 20 replies
  • 3393 views

So I've tried to:

  • Open an .aep file

  • Downgrade GPU driver version (I have an Nvidia Geforce RTX 3060)

  • Disable Adobe Fonts
  • Delete Adobe CC entirely with CC Cleaner Tool
  • Delete old version files

How can I share the logs? I've sent them through crash reporter

This topic has been closed for replies.

20 replies

J
Community Manager
Jessica McMillanCommunity Manager
Community Manager
June 11, 2024

Hello @chupacabracobra 

Thank you for reaching out to the forums.

For this particular scenario, supahfox was able to resolve it through removing a Wacom Multi Touch driver. If that does not resolve your issue, I recommend opening a new bug ticket with details about your system, what version issues started with, and if they happen in beta and/or release so we can get to the bottom of your particular crash.

All the best,
Jessica 
AE Engineering

All the best,Jessica McMillan - AE Engineering
C
chupacabracobra
Known Participant
June 10, 2024

All versions after 23.3 of Premiere Pro, Media Encoder and After Effects crash for me. Doesn't matter if it is a totally fresh install, anything. Windows 10 64bit. It has been like this for ages now, ever since 23.4 those three all just crash during startup, mostly when it says loading MediaCore.

Unfortunately my CPU can't even run the new 24. versions so new clue about those but 23.4-23.6.6 all crash out.

 

supahfox
supahfoxAuthor
Known Participant
October 23, 2023

Yuppp that was the issue

supahfox
supahfoxAuthor
Known Participant
October 23, 2023

Okay, I've did a deeper search of what was causing the problem and tried to view dump logs with WinDbg

 

KEY_VALUES_STRING: 1

Key : AV.Fault
Value: Read

Key : Analysis.CPU.mSec
Value: 1640

Key : Analysis.DebugAnalysisManager
Value: Create

Key : Analysis.Elapsed.mSec
Value: 94296

Key : Analysis.Init.CPU.mSec
Value: 1062

Key : Analysis.Init.Elapsed.mSec
Value: 46630

Key : Analysis.Memory.CommitPeak.Mb
Value: 288

Key : Timeline.Process.Start.DeltaSec
Value: 22

Key : WER.Process.Version
Value: 24.0.1.2


FILE_IN_CAB: f599ad6c-10db-4471-b3d1-6e5e107c4af2.dmp

NTGLOBALFLAG: 0

PROCESS_BAM_CURRENT_THROTTLED: 0

PROCESS_BAM_PREVIOUS_THROTTLED: 0

CONTEXT: (.ecxr)
rax=00007fff614a3b28 rbx=0000017f2a6d4160 rcx=0000017f30f9ce80
rdx=00007fc5c5ea9750 rsi=000000000000000f rdi=0074756f656d6954
rip=00007fff613c303c rsp=000000399b5ffb60 rbp=0000000000000000
r8=0000000000000000 r9=0000000000000074 r10=00007fff612d0000
r11=000000399b5ffbb0 r12=0000000000000000 r13=0000000000000000
r14=0000000000000007 r15=0000000000000000
iopl=0 nv up ei pl nz na po nc
cs=0033 ss=0000 ds=0000 es=0000 fs=0053 gs=002b efl=00010206
wacommt!WacomMTInitialize+0xe9dce:
00007fff`613c303c ff5070 call qword ptr [rax+70h] ds:00007fff`614a3b98=61575c4950416863
Resetting default scope

EXCEPTION_RECORD: (.exr -1)
ExceptionAddress: 00007fff613c303c (wacommt!WacomMTInitialize+0x00000000000e9dce)
ExceptionCode: c0000005 (Access violation)
ExceptionFlags: 00000000
NumberParameters: 2
Parameter[0]: 0000000000000000
Parameter[1]: ffffffffffffffff
Attempt to read from address ffffffffffffffff

PROCESS_NAME: AfterFX.exe

READ_ADDRESS: ffffffffffffffff

ERROR_CODE: (NTSTATUS) 0xc0000005 - La instrucci n en 0x%p hace referencia a la memoria en 0x%p. La memoria no se pudo %s.

EXCEPTION_CODE_STR: c0000005

EXCEPTION_PARAMETER1: 0000000000000000

EXCEPTION_PARAMETER2: ffffffffffffffff

STACK_TEXT:
00000039`9b5ffb60 00007fff`613823d4 : 00000000`00000000 0000017f`2a6d4160 00000000`00000000 00000000`00000000 : wacommt!WacomMTInitialize+0xe9dce
00000039`9b5ffbd0 00007ff8`54fc257d : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : wacommt!WacomMTInitialize+0xa9166
00000039`9b5ffce0 00007ff8`561eaa78 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : KERNEL32!BaseThreadInitThunk+0x1d
00000039`9b5ffd10 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : ntdll!RtlUserThreadStart+0x28


SYMBOL_NAME: wacommt+e9dce

MODULE_NAME: wacommt

IMAGE_NAME: wacommt.dll

STACK_COMMAND: ~28s; .ecxr ; kb

FAILURE_BUCKET_ID: INVALID_POINTER_READ_c0000005_wacommt.dll!Unknown

OSPLATFORM_TYPE: x64

OSNAME: Windows 10

IMAGE_VERSION: 1.0.1.2

FAILURE_ID_HASH: {b943a556-2183-1bd7-9d6e-916d508a26d5}

Followup: MachineOwner

 

Turns out that what was causing all the trouble, was a Wacom Multi Touch driver

I'll try to remove it manually and try to launch AE again

    supahfox
    supahfoxAuthor
    Known Participant
    October 17, 2023

    I've tried to delete third party plugins in media core folder also

      supahfox
      supahfoxAuthor
      Known Participant
      October 17, 2023

      Posting log here

       

      Log file created: 10/17/23 06:43:02
      -------------------------------------
      Ticks = 63 <17456> <AppVers> <5> App Version = 24.0x55 release
      Ticks = 63 <17456> <AppDirs> <5> App Dir = D:\Program Files\Adobe\Adobe After Effects 2024\Support Files
      Ticks = 63 <17456> <AppDirs> <5> Executable Dir = D:\Program Files\Adobe\Adobe After Effects 2024\Support Files
      Ticks = 63 <17456> <AppDirs> <5> Resources Dir = D:\Program Files\Adobe\Adobe After Effects 2024\Support Files
      Ticks = 63 <17456> <AppDirs> <5> Package Dir = D:\Program Files\Adobe\Adobe After Effects 2024\Support Files
      Ticks = 63 <17456> <AppDirs> <5> Plugin Dir = D:\Program Files\Adobe\Adobe After Effects 2024\Support Files\Plug-ins
      Ticks = 78 <17456> <AppDirs> <5> Required Dir = D:\Program Files\Adobe\Adobe After Effects 2024\Support Files\Required
      Ticks = 78 <17456> <ALOG> <5> EGG STARTUP
      Ticks = 422 <17456> <ALOG> <5> U Birth U Birth
      Ticks = 422 <17456> <ALOG> <5> U CPU Data LogicalCores:16, PhysicalCores:8, MMX:1, SSE:1 SSE2:1, SSE3:1, SSSE(MNI):1, SSE4_1:0, SSE4_2:1
      Ticks = 438 <17456> <ALOG> <5> U Birth U Hog Birth
      Ticks = 1219 <17456> <NGL> <5> InitializeProfileUpdates returned mErrorCode = NglStatusCode:401 Workflow Required
      Ticks = 1281 <17456> <NGL> <5> GetAMTData returned mErrorCode = NglStatusCode:401 Workflow Required
      Ticks = 2531 <17456> <ALOG> <5> FILE Birth FILE Birth
      Ticks = 2547 <17456> <ALOG> <5> M Birth M Birth
      Ticks = 2547 <17456> <ALOG> <5> RND Birth RND Birth
      Ticks = 6516 <17456> <ALOG> <5> PREF Birth PREF Birth
      Ticks = 6641 <17456> <ALOG> <5> VAL Birth VAL Birth
      Ticks = 6656 <17456> <ALOG> <5> MC Birth MC Birth
      Ticks = 6688 <17456> <ALOG> <5> aelib InitIterator AXE8 v:4.1.0 Loaded
      Ticks = 6875 <17456> <ALOG> <5> EGG IEggApp Splash screen shown
      Ticks = 6891 <17456> <ALOG> <5> EGG BIRTH Beginning Verify Environment
      Ticks = 6891 <17456> <ALOG> <5> COR Birth COR Birth
      Ticks = 7156 <17456> <ALOG> <5> COR Birth COR Birth Complete
      Ticks = 7250 <17456> <ALOG> <5> PLUG Birth PLUG Birth
      Ticks = 7250 <17456> <ALOG> <5> TDB Birth TDB Birth
      Ticks = 7266 <17456> <ALOG> <5> TDB Birth TDB StreamBase Birth
      Ticks = 7328 <17456> <ALOG> <5> PF Birth PF Birth
      Ticks = 7344 <17456> <ALOG> <5> P Birth P Birth
      Ticks = 7360 <17456> <ALOG> <5> TXT Birth TXT Birth
      Ticks = 7500 <17456> <ALOG> <5> EGG IEggApp About to Init Media Core
      Ticks = 7641 <17456> <ALOG> <5> PREM MediaCoreData About to Init PRM
      Ticks = 7656 <17456> <ALOG> <5> PREM MediaCoreData About to Init BE
      Ticks = 8000 <17456> <ALOG> <5> PREM MediaCoreData About to Init ImporterHost
      Ticks = 8047 <17456> <IR.InitIpp> <5> ippInit warning: ippStsNonIntelCpu: The target CPU is not Genuine Intel
      Ticks = 8047 <17456> <IR.InitIpp> <5> ippInit warning: ippStsNonIntelCpu: The target CPU is not Genuine Intel
      Ticks = 8047 <17456> <IR.InitIpp> <5> ippInit warning: ippStsNonIntelCpu: The target CPU is not Genuine Intel

        supahfox
        supahfoxAuthor
        Known Participant
        October 1, 2023

        Ok, found the log. Sending it to you in private as I can't send it here

        J
        Community Manager
        Jessica McMillanCommunity Manager
        Community Manager
        September 28, 2023

        Hello @supahfox,

        Another way to get some logs:

        • Go into the application log folder:
          Win: %appdata%\Adobe\After Effects\<version>\logs
          Mac: ~/Library/Preferences/Adobe/After Effects/<version>
          and create an empty file called "After Effects Log.txt".
          example path: C:\Users\[username]\AppData\Roaming\Adobe\After Effects\23.6\logs\ 
        • Start AE and let the crash happen
        • Send us the file

        Thanks for taking the time to work through this with us.

        All the best,
        Jessica
        AE Engineering

        All the best,Jessica McMillan - AE Engineering
        supahfox
        supahfoxAuthor
        Known Participant
        September 27, 2023

        Sadly, I'm not finding any logs on that folder

        J
        Community Manager
        Jessica McMillanCommunity Manager
        Community Manager
        September 27, 2023

        Hello @RachelCreative,

        Is this a new install or a version you have been running that has just started showing issues?  Do you crash before getting the option to load into safe mode?

        All the best,
        Jessica
        AE Engineering

        All the best,Jessica McMillan - AE Engineering
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