Inspiring

Answered

Can't Save, Render, or Import

Forum|Forum|7 years ago
January 7, 2019
3 replies
4695 views

I have a 3 year old PC workstation with 2 system drives: an old SSD and a brand new NVMe M.2

I just did a clean install of Windows 10, After Effects and Premiere on the new NVMe and I cannot "save as" or "save a copy as" or import in either Adobe apps. In After Effects, I also can't render, if I add an item to the render queue and click to set the output destination it crashes. If I go Composition>SaveFrameAs... it crashes, if I import, it crashes. Basically any task that requires Windows Explorer to launch for AE or PR, it will crash them. This happens for both CC 2018 and 2019 versions

- I'm running the latest Windows 10 (v1809, build:17763.107) and I'm using the latest version of the Creative Cloud app: 4.7.0.400

- The problem does not occur on my older SSD system drive with the exact same Windows 10, Creative Cloud, AE and PR builds.

- All other apps appear to be working fine on my NVMe system like Cinema 4D, Photoshop and Illustrator.

- I've tried changing app permissions (AfterFX.exe >Properties>Security) with no effect.

- I also did Windows repair and sfc scans for any corruption issues with no problems found, and also just wiped the entire drive and did another clean install of everything but I'm still having the same problem.

I have no idea what the variable could be between my old SSD build that works and my new NVMe that doesn't. It seems like it must be a Windows permissions problem but when I compare system and app permissions between my 2 OS builds, they're identical. I'm going to try imaging my SSD and restore it to the NVMe to rule out any possible hardware issues, but in the end, I really want to start with a fresh clean build of Windows.

Anyone know what's going on?

My workstation specs:

CPU: i7-5960X 3.0GHz 8-Core

NVMe M.2: Western Digital 500GB (WDS500G2X0C-00L350)

SSD: Samsung 840 EVO 250GB

GPU: GeForce GTX Titan X 12GB

MOBO: ASRock Fatal1ty X99M Killer/3.1 Micro ATX

RAM: 32GB DDR4-2400 (G.Skill Ripjaws Series)

PSU: Corsair 850W 80+ Platinum

Windows 10: v1809, build:17763.107

Creative Cloud: 4.7.0.400

After Effects CC2019 v16.0.1 (build 48) + CC2018 v15.1.2

This topic has been closed for replies.

Correct answer johnb44672

Lostopkk's suggestion fixed my issue -- I had been using a custom Windows 10 Theme that is much darker (easier on my eyes), but I was always getting this error in After Effects 2019, making it useless.

So, I set Windows 10 back to its default theme --> no more issue!

Stupid that this would crash AE and Premiere?

Yes.

Thankful that, at least, it is a simple fix?

Double YES!!!

Thank you.

lostopkk

Participant

guys, to solve this problem you guys should take the theme of windows 10 that has a lot of contrast.

johnb44672Correct answer

Inspiring

Lostopkk's suggestion fixed my issue -- I had been using a custom Windows 10 Theme that is much darker (easier on my eyes), but I was always getting this error in After Effects 2019, making it useless.

So, I set Windows 10 back to its default theme --> no more issue!

Stupid that this would crash AE and Premiere?

Yes.

Thankful that, at least, it is a simple fix?

Double YES!!!

Thank you.

SwarbyAuthor

Inspiring

Thanks Lostopkk and johnb44672. I haven't tested your suggestion yet since I'm still on v1803, but I'll assume it's the correct answer since I had a custom high contrast theme on v1809. I remember switching to the new Windows 10 aero dark mode on v1809, but I don't remember if I tried using AE/Premiere at the time while on it. That aero dark mode wasn't 100% dark and still had some white UI elements that were killing my eyes, so I switched back to my custom high contrast theme.

If I can't use my high contrast theme, then this is not a solution for me. I'm going to stay on v1803 until Adobe patches this. I'm wondering if this high contrast theme is also the culprit for another Adobe bug I've had for years on my 4K laptop touch screen where UI elements in Premiere don't line up to where they're placed visually, so for example, clicking on the scroll bar on the timeline does nothing, you have to blindly try clicking somewhere in the middle of the screen to actually touch it as if the Premiere UI thinks it's in 1080p res even though it's displaying in 4K.

U

Uzmania

Participant

Hey I am having the same problem. PLease help. After effects is not letting me save or save as and gives me "classfactory cannot supply requested class" error when i double click to import anything. I reinstalled windows and the problem went away but its back again. I cannot reintall windows every other day. Please help. Desperate

SwarbyAuthor

Inspiring

My issue was caused by the Windows Oct Update (version 1809). No version

of AE or Premiere would allow me to save, so I switched back to the

previous Windows install (version 1803). No one else replied to any of my

various posts about Windows 1809 breaking Adobe apps, so as far as I'm

concerned until Adobe or Windows comes out with newer updates, 1809 is

incompatible, you need to stick with 1803.

What version of Windows are you running? You can check by right clicking

on the Windows button (bottom left) and selecting 'system'.

Anyone else here successfully running Adobe apps on the Windows Oct Update?

U

Uzmania

Participant

Yes ever since I have shifted to windows 1803 form 1809. everything is running fine. no errors. Thank you for your prompt reply.

SwarbyAuthor

Inspiring

(OP) Update: I found this Premiere thread that might be related to my issue: Premiere crashes whenever I open Windows Explorer.

But none of it's solutions fix it for me. What I've tried:

- Delete or rename grooveex.dll file found here: C:\Program Files (x86)\Microsoft Office\root\vfs\ProgramFilesX64\Microsoft Office\Office16 -->I don't have Office installed so this file doesn't exist for me in the first place.

- Quit OneDrive -->No effect.

- Quit CreativeCloud app --> No effect.

- Change BIOS mode from UEFI to Legacy --> It appears my NVMe drive can only boot in UEFI mode, so I'm unable to switch to Legacy.

Comparing the System Information between my Windows builds on my new NVMe vs my old SSD I see that the SSD is actually still on the older April 2018 update (build 17134.471), while the NVMe is on the new Oct 2018 update (build 11763.107), and the SSD build has the BIOS mode set to Legacy. So those are 2 possible variables.

Once I clone my SSD to the NVMe tomorrow I should be able to see if the BIOS mode or the Windows Oct Update is the variable that's causing the issue.

Other info to note about the issue:

- In AE when I attempt to import, I don't crash, but I get this error: "After Effects warning: ClassFactory cannot supply requested class."

- In PR when I attempt to import, I crash with this error: "Sorry a serious error has occurred that requires Adobe Premiere Pro CC to shut down. We will attempt to save your current project."

- I am able to drag and drop items into AE/PR bins from Windows Explorer with no problem.

- I am able to export from PR with no problem, with Windows Explorer opening when I select the output destination.

- I an unable to save any new Projects I create. I can only open old projects and save them in place.

- I have not tried Media Encoder nor using it to Render from AE.

P.M.B

Legend

Maybe this is related to having two primary drives? A cursory search around the web seems to indicate you cannot have two primary drives. It seems to say you can have multiple primary partitions on a single drive but not two physical primary drives. My guess is that this setup is likely the source of your problem.

~Gutterfish

SwarbyAuthor

Inspiring

Nice catch, that could be it.

My problem went away when I tried doing a clean install of the Windows April Update on my NVMe, instead of the Oct Update. And so far everything is working fine while still having my old SSD system drive mounted (also on the April Update). So perhaps the issue was having both an Oct and Apr build mounted at the same time. However I think I did have the NVMe mounted solo during some of my testing yesterday (Oct build only) and still had the problem.

I'm going to leave this question unanswered for now in case I gain more insight from testing this weekend. Is anyone else here running the Windows Oct Update with no issues?

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