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J
jakubs42473105
Participating Frequently
March 7, 2019
Answered

CC Apps crash immediately when creating a new file/composition

  • March 7, 2019
  • 4 replies
  • 1093 views

Photoshop and After Effects crash right after I create a new file (Ps) or a comp (AE). The apps function as usual until I try to actually start a project.

Both throw a crash report of "EXCEPTION_ACCESS_VIOLATION" but for example Illustrator runs fine.

I tried deleting SLCache/SLStore, reinstalling the whole CC, cleaning up with the CC Cleanup tool, running the limited access fix tool, manual cleanup.

Tried uninstalling and reinstalling nvidia drivers. Nothing helps.

Any idea how to fix it?

Thanks

Specs: Win 10, i5-6600K, GTX 1080, 32GB RAM

This topic has been closed for replies.
Correct answer kglad

those I have deleted, but it didnt solve the issue


uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

4 replies

J
jakubs42473105Author
Participating Frequently
March 26, 2019

so it was a fake victory. I'm back to where I was. Everything crashing as before....

kglad
Community Expert
kgladCommunity Expert
Community Expert
March 27, 2019

using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

J
jakubs42473105Author
Participating Frequently
March 24, 2019

So after uninstalling everything, running the CC cleaner from the safe mode, and manually deleting pretty much everything with adobe in its name, my CC runs again.

Thanks!

kglad
Community Expert
kgladCommunity Expert
Community Expert
March 24, 2019

you're welcome.

J
jakubs42473105Author
Participating Frequently
March 14, 2019

tried already, no avail. but now I found out that under a newly created windows account, the apps run fine. So there have to be some preference leftovers somewhere...

So now I need to find them...

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
March 14, 2019

Unfortunatly this is quite frequent with Windows. New accounts solve a lot of problems.

ABAMBO | Hard- and Software Engineer | Photographer
kglad
Community Expert
kgladCommunity Expert
Community Expert
March 7, 2019

reset your preferences -

after effects:  http://helpx.adobe.com/after-effects/using/preferences.html

photoshop:  https://forums.adobe.com/thread/375776

    J
    jakubs42473105Author
    Participating Frequently
    March 9, 2019

    thanks, I've already tried that. didn't help...

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    March 9, 2019

    Run as Administrator http://forums.adobe.com/thread/969395 to assign FULL Windows permissions may help... this says Encore, but is sometimes required for ALL Adobe programs (this is NOT the same as using an Administrator account) so follow the instructions, substituting the name and location of your specific program for Encore

    -also https://helpx.adobe.com/x-productkb/global/create-local-administrator-account-windows.html

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