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greggd83848798
Participant
December 29, 2022
Answered

Setting up new computer - After Effects, Media Encoder, and Audition Crash on Startup

  • December 29, 2022
  • 3 replies
  • 1465 views

Three Adobe CC Apps are crashing on startup without an on-screen error message:
* Adobe Audition 23.1, After Effects 23.1, and Media Encoder 23.1.

 

Premiere Pro 23.1, Photoshop 24.1, Illustrator 27.1.1, and Lightroom 6.1 launch successfully.  All of the CC apps launch successfully on my previous desktop PC (Intel I9 CPU).

 

Basic System Info:
Product name: OMEN by HP 45L Gaming Desktop GT22-0238m

Product number: 4E980AV
Serial number: 2MD2493PZ2
Software build ID: 22WWAC1Z601#SABA#DABA
Motherboard ID: 8849
BIOS: F.14-10/11/2022
Keyboard revision: 11
Total memory: 64GB
Processor name: AMD Ryzen 9 5900X 12-Core Processor


General Information about the Crashes

1) What were you doing when it crashed?
• I'm setting up a new HP OMEN 45L computer and installed all the latest Windows updates, drivers, and BIOS from both "Windows Update" and the HP Support web site. No newer updates are currently showing as available.

 

2) What have you done since you last launched the application?
• I have uninstalled and re-installed all of the Adobe CC apps and the CC program itself. I also used the Adobe Creative Cloud Cleaning Tool to remove all the CC apps and program, then re-installing them from scratch.

 

3) If it crashes with a plug-in or a file, supply information about the plug-in or file.
• N/A

 

4) Has anyone else experienced the crash? Anyone else on the forums, or perhaps a friend that also owns Audition?
• I have reviewed multiple Adobe Support Forum posts and their suggested fixes, none of which have worked for me.

 

5) Was there an error message? Post a screenshot.
• No on-screen error messages.  See log files.

 

6) Submit a bug report with as much of the above information or a link to your forum thread here: Feature Request/Bug Report Form
• This is it.

 

7) When asked, send additional information directly to the Adobe team by emailing links to media, projects, crash dumps, or other supporting files.
• Link to Adobe logs and related files: https://drive.google.com/file/d/1IZ1Y3AmgyT4d7Ko7J_ervmWhJ5fVMUTE/view?usp=share_link

 

😎 Finally, let us know if the Crash Recovery system or automatic session backups worked for you.
• Nothing works for me as of yet to resolve the issues.

 

I've been going through the forums for each of the apps and trying solutions that have worked for some others, but still no effect.  Once in a while after a reboot one or two of the troubled apps will launch the first time but then fail every time thereafter.  No apparent rhyme or reason.

 

About ready to send the new computer back to HP...  Effective solution(s) would be appreciated!

This topic has been closed for replies.
Correct answer Mylenium

The crash reports suggest that the Adobe crash reporter is being blocked by a security tool, allegedly Trend Micro's scanner, according to info I could dig up. Get rid of that or configure it suitably and things may work.

 

Mylenium

3 replies

Mylenium
MyleniumCorrect answer
Legend
December 30, 2022

The crash reports suggest that the Adobe crash reporter is being blocked by a security tool, allegedly Trend Micro's scanner, according to info I could dig up. Get rid of that or configure it suitably and things may work.

 

Mylenium

greggd83848798
Participant
January 7, 2023

Thank you, Mylenium, for identifying Trend Micro as the cause for my Adobe CC issues.  Disabling TM protection levels and features did not correct the problem — I had to completely remove TM and am using Windows Defender for security as an alternative.

 

Happy New Year!

 -Gregg

Warren Heaton
Community Expert
Community Expert
January 7, 2023

I find that Sophos does not interrupt any Adobe applications. 

Mylenium
Legend
December 29, 2022

Maybe I missed a file. Anyway, I'll have a look tomorrow back at my computer.

 

Mylenium 

Mylenium
Legend
December 29, 2022

There's no actual crash report, so I'm not sure what to tell you. Start by checking the event viewer or provide the actual crash info from the "More..." link when the crash dialog appears.

 

Mylenium

greggd83848798
Participant
December 29, 2022

Thank you for your response, Mylenium.

 

All of the crash and log files are at the Google Drive link in my post.  Included are the crash files that each app creates when it fails to open (one set from before using Creative Cloud Cleaner, and another set after using CrCld Cleaner).  

 

There is no crash dialog that opens when the failure occurs.  I'll upload here what will fit within the stated limitations.

 

I did add the Windows Event Viewer error entries for the apps having this issue to my Google Drive folder link and also here.

 

The Adobe Log Collector ".zxp" files aren't able to be uploaded here, so using my provided link will allow downloading/viewing them.  I ran the Log Collector prior to running the CrCld Cleaner to capture the existing state of things, which created the file "AdobeLogs_20221228_052321_376-win-GS.zxp", which I uploaded to Adobe Customer Care when prompted.  The second run of the Log Collector after using CrCld Cleaner, but with continued failure of the noted apps to open, created the file "AdobeLogs_20221228_072156_449-win-GS.zxp", which I uploaded to Adobe Customer Care when prompted.

 

Let me know how else to help expedite a solution.

greggd83848798
Participant
December 29, 2022

Forgot to include the crash files for AfterFX and Media Encoder, as well to see if there's a solution that is common to this issue.