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jackfusco
jackfusco
Participant
Sep 12, 2024 3:47 PM UTC
Needs More Info

App crashes every time I try to start a New Project

This has been on going for a while now and I've had absolutely zero luck with all my attempts to fix.

 

Premiere will open fine. if I try to open an existing project that will open and operate fine as well. 

Very shortly after trying to start a new project, the app will crash complately.

 

A few of the things I've tried

Latest Version of Premiere

Older Version of Premiere

Clearing App and Workspace Preferences

Complete Uninstall

Windows Updates

Video Card driver updates/rollback/studio version.

 

Plenty of free space and ram available. I had no problems up until about a month and a half ago. No system changes from that time to now.

 

I'm a bit of a loss and would love to get this finally fixed.

 

Windows 11 Pro

12th Gen i7-12700k

Nvidia RTX3080

16GB RAM

 

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    4 replies

    jackfusco
    jackfuscoAuthor
    Participant
    Sep 14, 2024 4:55 PM UTC

    I'll have to try again - I waited about a half hour and had two agents connect, tell me they were pulling up my account details and then immediately send the same message 
    "I wish I could continue this conversation but the end of my shift is approaching. If you wish to continue this conversation you will be helped by another agent who can pick up where we left off. Please do not close this session."

    They were closing the chat about as fast as my app is crashing. Super disappointing customer service.

     

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    Kevin J. Monahan Jr.
    Kevin J. Monahan Jr.
    Legend
    Sep 13, 2024 4:45 PM UTC

    Hi @jackfusco,

    It sounds like you have not solved the issue yet. Since you aren't getting help here yet, please reach out to our support staff. Click here: https://helpx.adobe.com/contact.html.

     

    Once connected to a live agent, kindly ask for the "video queue," which has our specialists in video and audio. They will work one-on-one with you to find a solution. If you don't mind, please return here with that solution to benefit others in the community.

     

    Apologies for the hassle.

     

    Thanks,
    Kevin

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    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    jackfusco
    jackfuscoAuthor
    Participant
    Sep 13, 2024 2:30 AM UTC

    Hi @Kevin-Monahan!

     Thanks for the reply. At the moment, it's looking at my desktop as the location when I try to start a new project. 

    The footage I'm hoping to work on was shot with a Sony A7SIII using a number of different formats/codecs to show examples of the footage under the night sky. That said, none of these files are sitting on my desktop, nor do I get to the point of being able to add them. 
    Once I hit New Project, the app either instantly crashes or loads the next screen where I would name and select media and then momentarily freezes, and then crashes. In both instances it closes altogether without creating a report.

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    Kevin J. Monahan Jr.
    Kevin J. Monahan Jr.
    Legend
    Sep 12, 2024 5:10 PM UTC

    Hello @jackfusco,

    Thanks for the report. Sorry to hear about this weird issue. What kind of footage are you working with? Are you generating a crash report? Let me know. See, How do I write a bug report?

     

    I hope the team can assist you soon.

     

    Take Care,
    Kevin

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    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
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