Skip to main content
D
DestinyPatterson
Inspiring
November 27, 2017
Answered

AE won't launch: "Could not find the user documents directory"

  • November 27, 2017
  • 3 replies
  • 4196 views

All of a sudden I can't launch AE CC2018 and I get this error message. I uninstalled and reinstalled CC2018, ran as admin, installed CC2017 and no change. Premiere  crashes too. Pro tools won't load the video engine either. AE is the only application that gives me any kind of error message. Any ideas? System specs below.

Computer

Model : ASUS All Series ASUS MB

Chassis : Desktop

Mainboard : ASUS Z97-DELUXE

BIOS : AMI (OEM) 1304 07/11/2014

Intel vPro : 9.01.01.1000

Total Memory : 32GB DIMM DDR3

Processors

Processor : Intel(R) Core(TM) i7-4790K CPU @ 4.00GHz (4C 8T 4.4GHz, 4GHz IMC, 4x 256kB L2, 8MB L3)

Socket/Slot : FC LGA1150

Chipset

Memory Controller : ASUS Core (Haswell) DRAM Controller 100MHz, 2x 16GB DIMM DDR3 1.33GHz 128-bit

Memory Module(s)

Memory Module : G.Skill F3-1600C7-8GTX 8GB DIMM DDR3 PC3-12800U DDR3-1600 (9-9-9-25 4-34-10-5)

Memory Module : G.Skill F3-1600C7-8GTX 8GB DIMM DDR3 PC3-12800U DDR3-1600 (9-9-9-25 4-34-10-5)

Memory Module : G.Skill F3-1600C7-8GTX 8GB DIMM DDR3 PC3-12800U DDR3-1600 (9-9-9-25 4-34-10-5)

Memory Module : G.Skill F3-1600C7-8GTX 8GB DIMM DDR3 PC3-12800U DDR3-1600 (9-9-9-25 4-34-10-5)

Video System

Monitor/Panel : Dell Computer DELL U2312HM

(1920x1080, 23.1")

Monitor/Panel : Dell Computer DELL U2412M

  (1920x1200, 24.1")

Monitor/Panel : Dell Computer DELL U2212HM

(1920x1080, 21.7")

Video Adapter : NVIDIA GeForce GTX 970 (13CU 1664SP SM5.2 1.16GHz/1.5GHz, 208kB L2, 4GB 7GHz, PCIe 3.00 x16)

Video Adapter : NVIDIA GeForce GTX 970 (13CU 1664SP SM5.2 1.16GHz/1.5GHz, 208kB L2, 4GB 7GHz, PCIe 3.00 x16)

Video Adapter : NVIDIA GeForce GTX 970 (13CU 1664SP SM5.2 1.16GHz/1.5GHz, 208kB L2, 4GB 7GHz, PCIe 3.00 x16)

Graphics Processor

OpenCL : NVIDIA GeForce GTX 970 (1664SP 13C 1.16GHz/1.5GHz, 208kB L2, 4GB 7GHz)

DirectX 11 Device(s) : NVIDIA GeForce GTX 970 (1664SP 13C 1.16GHz/1.5GHz, 208kB L2, 4GB 7GHz)

OpenGL : GeForce GTX 970/PCIe/SSE2 (4GB)

OpenGL : GeForce GTX 970/PCIe/SSE2 (4GB)

OpenGL : GeForce GTX 970/PCIe/SSE2 (4GB)

Storage Devices

INTEL SSDSC2BW240A4 (240GB, SATA600, 2.5", SSD) : 224GB (C:)

Samsung SSD 850 EVO 500GB (500.1GB, SATA600, SSD, OPAL) : 466GB (N:)

2x HGST Hitachi HDS723030ALA640 (3TB, RAID1/SATA600, SCSI-5, 3.5", 7200rpm) : 3TB (M:)

WDC WD80EZZX-11CSGA0 (8TB, USB3/SATA600, 3.5", 5400rpm) : 7TB (L:)

WDC WD80EZZX-11CSGA0 (8TB, USB3/SATA600, 3.5", 5400rpm) : 7TB (H:)

Logical Storage Devices

System Reserved : 549MB (NTFS, 4kB) @ INTEL SSDSC2BW240A4 (240GB, SATA600, 2.5", SSD)

CACHE (N:) : 466GB (NTFS, 4kB) @ Samsung SSD 850 EVO 500GB (500.1GB, SATA600, SSD, OPAL)

RAID 1 (M:) : 3TB (NTFS, 4kB) @ 2x HGST Hitachi HDS723030ALA640 (3TB, RAID1/SATA600, SCSI-5, 3.5", 7200rpm)

BACKUP 2 (L:) : 7TB (NTFS, 4kB) @ WDC WD80EZZX-11CSGA0 (8TB, USB3/SATA600, 3.5", 5400rpm)

BACKUP 1 (H:) : 7TB (NTFS, 4kB) @ WDC WD80EZZX-11CSGA0 (8TB, USB3/SATA600, 3.5", 5400rpm)

Hard Disk (C:) : 223GB (NTFS, 4kB) @ INTEL SSDSC2BW240A4 (240GB, SATA600, 2.5", SSD)

Peripherals

LPC Hub Controller #1 : ASUS 9 Series Chipset Family Z97 LPC Controller

Audio Device : ASUS 9 Series Chipset Family HD Audio Controller

Audio Codec : Realtek Semi 0900

Audio Device : EVGA GM204 High Definition Audio Controller

Audio Codec : nVidia nForce4 Intel Edition CPU to PCI Bridge

Disk Controller : ASUS ICH8R (ICH8) SATA RAID Controller

Disk Controller : ASUS Asmedia 106x SATA Controller

USB Controller #1 : ASUS 9 Series Chipset Family USB xHCI Controller

USB Controller #2 : ASUS 9 Series Chipset Family USB EHCI Controller #2

USB Controller #3 : ASUS 9 Series Chipset Family USB EHCI Controller #1

USB Controller #4 : Renesas Tech uPD720201 USB 3.0 Host Controller

USB Controller #5 : ASUS ASM1042A USB 3.0 Host Controller

FireWire/1394 Controller #1 : Syba Tech TSB82AA2 IEEE-1394b Link Layer Controller

FireWire/1394 Controller #2 : Avlab Technology XIO2200(A) IEEE-1394a-2000 Controller (PHY/Link)

SMBus/i2c Controller #1 : Intel ICH SMBus

Printers and Faxes

Printer : Send to Microsoft OneNote 16 Driver (1200x1200, Colour)

Printer : Microsoft XPS Document Writer v4 (600x600, Colour)

Printer : Microsoft Print To PDF (600x600, Colour)

Fax : Microsoft Shared Fax Driver (200x200)

Printer : Canon MX430 series FAX (200x200, USB)

Printer : Canon Inkjet MX430 series (600x600, USB, Colour)

Printer : Adobe PDF Converter (4000x4000, Colour)

Scanners and Cameras

Scanner : WIA Canon MX430 series (Scanner, USB)

Peripherals

Media Player : WD       My Book 25EE     (7.28TB)

Media Player : WD       My Book 25EE     (7.28TB)

Network Services

Network Adapter : Intel(R) Ethernet Connection (2) I218-V (Ethernet)

Network Adapter : Intel(R) I211 Gigabit Network Connection (Ethernet, 1Gbps)

Network Adapter : TAP-Windows Adapter V9 (Ethernet)

Wireless Adapter : Broadcom 802.11ac Network Adapter

Operating System

Windows System : Microsoft Windows 10 Professional 10.00.16299

Platform Compliance : x64

    This topic has been closed for replies.
    Correct answer DestinyPatterson

    I ended up reinstalling the OS cus I couldn't lose any more time trying to fix it. Everything works fine now but I have no idea what caused this problem.

    3 replies

    W
    woutersel
    Participant
    April 20, 2018

    niralia850802 I too suddenly had this problem with After Effects and Premiere. After a long and unhelpful session Adobe Remote Support could only tell me it had to do with permission prblems and that I needed to contact "my IT expert" without givinga ny further info on the problem. I found out it had to do with Windows 10's Controlled Folder Acces. Once I enabled it for AE and PPro it worked again. No idea what caused it though, maybe the critical update from April? Turn on the protected folders feature in Windows 10 | Microsoft Docs

    Kevin J. Monahan Jr.
    Kevin J. Monahan Jr.
    Legend
    December 12, 2017

    BradyHall1,

    Are you still experiencing this issue? Let us know, please, so we can assist.

    Thanks,

    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    D
    DestinyPattersonAuthorCorrect answer
    Inspiring
    December 12, 2017

    I ended up reinstalling the OS cus I couldn't lose any more time trying to fix it. Everything works fine now but I have no idea what caused this problem.

    Kevin J. Monahan Jr.
    Kevin J. Monahan Jr.
    Legend
    December 13, 2017

    Hi BradyHall1,

    Thanks for letting us know. Reinstalling the OS is sometimes necessary, so let's assume that's what fixed it unless it happens again. Hope not!

    Thanks,
    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    Mylenium
    Mylenium
    Legend
    November 28, 2017

    Check your system event viewer. If it affects multiple programs, it's surely gonna produce warnings there. Also check your device manager. this could be an issue with your harddrive(s) and the controllers.

    Mylenium

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices