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PatRattus
Participant
August 5, 2023
Question

After Effects Crashes

  • August 5, 2023
  • 4 replies
  • 304 views

I have two Crash Reports I can send through - one of them in safe mode. Ironically, I cannot attach them here.

 

I am unable to boot After Effects 23.5 on my PC (Windows 10 22H2). I have just installed AEJuice, but it was working fine for about 3 days. I have tried opening from the Start Menu and Creative Cloud app, but all I get is the splash screen, and nothing else, except crash reports.

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4 replies

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PatRattusAuthor
Participant
August 9, 2023

Thanks @JohnColombo17100380. While I can appreciate the advice, I'm sure you can understand my reluctance in disabling/uninstalled Trend Micro. Hopefully, the fix comes through soon! It does make it difficult to study my digital media courses without it working. I have just noticed the same with Illustrator, so I am hoping this is same and related issue.

 

Thanks again for your quick responses.

JohnColombo17100380
Community Manager
JohnColombo17100380Community Manager
Community Manager
August 8, 2023

Thank you for confirming, @PatRattus. We are still investigating to get details, but it appears a recent version of Trend Micro is causing a crash when AE attempts to access its preferences. The current guidance is to uninstall Trend Micro to allow After Effects to run, but we will update you when there is a fix that will allow both to coexist.

 

Thanks again,

- John, After Effects Engineering Team 

    P
    PatRattusAuthor
    Participant
    August 8, 2023

    Hi @JohnColombo17100380, yes in fact I am running Trend Micro but have never had a problem before. The crash reporter never appears. I can generate a Crash Report again, but I have not had the opportunity to raise one in app OR through the Crash Reporter System. Advice on how to bring this back up AND submit this would be great.

     

    I have un-installed AEJuice and no change. I have managed to re-start it in Safe Mode, but if it is Trend Micro INternet Security, I would like to know the fix for this.

    JohnColombo17100380
    Community Manager
    JohnColombo17100380Community Manager
    Community Manager
    August 7, 2023

    Hi @PatRattus,

    Thank you for reporting this issue, sorry to see you're experiencing this crash.

     

    Do you have Trend Micro running on your system? We've recently been seeing a big uptick in crashes on AE startup related to that application.

     

    If not, have you been able to submit a crash report in our Crash Reporter system with your email?

     

    Thanks for reporting this issue and for any further information you can provide, 

    - John, After Effects Engineering Team 

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