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Known Participant
January 25, 2018
Answered

Update to 12.0.1 - AE & PP won't open

  • January 25, 2018
  • 2 replies
  • 1774 views

Hello,

We have a team of folks on macs, one is on high sierra and the others are on Sierra. We all upgraded to the newest release of 12.0.0 together. The person with high sierra is a brand new install with no third party plug-ins, everyone else is on Sierra. Three of us use animation composer for AE & film impact for PP. The animation team uses various plug-ins.

When we pushed the update to 12.0.1, none of us could open the program. Not the fresh install on high sierra and not the existing users on Sierra. This is the error message we get on both Sierra & High Sierra computers.

Since there's no rhyme or reason here, especially with one being a brand new clean install of high sierra, on a new to him macbook pro, and everyone else having the same issues with PP & AE, what the heck is happening? Twitter help told a colleague to:

For those of you who are having issues with the 12.0.1 update for Premiere, After Effects, etc this is what Adobe suggested as a solution to the problem:

Please try these steps on your co-worker’s machines. Close all Adobe applications in Activity Monitor.

• Double click on blank desktop screen first.

• Now on top left corner of the screen (near Apple Icon), click on Go > Go to Folder.

Location 1: In the box type ~/Library/Application Support.

Location 2: In the box type ~/Library/Preferences.

Location 3: Documents folder.

I'm concerned about renaming all of Application Support since it's more than just PP & AE we are changing. Plus - we are mid-project (80 videos are due in less than a month). I need some guidance from Adobe Technical Support. Thanks!

This topic has been closed for replies.
Correct answer alisterblack

Anyone? Now this is popping up on photoshop. The ONLY person not having a problem is also the ONLY person NOT on an enterprise account.

Help!


If you have an enterprise ETLA I would open a support case via your Admin Console. That will allow us to gather the necessary logs and dig into this problem.

2 replies

alisterblack
Inspiring
January 29, 2018

If I understand correctly, the advice is to delete the preferences file for Premiere rather than the entire folder. Deleting the file below will not cause a problem, the preferences file will be recreated on relaunch of the application.

Preferences are stored in the following location:

    

  • For Mac OS: <drive>/Users/<username>Library/Preferences/com.adobe.AdobePremierePro.plist

Configure preference settings in Premiere Pro

Known Participant
February 1, 2018

Thanks. We will give this upgrade a shot once we finish our deliverables. Any idea why it's happening on Enterprise cloud accounts and not personal?

Known Participant
February 13, 2018

Anyone? Now this is popping up on photoshop. The ONLY person not having a problem is also the ONLY person NOT on an enterprise account.

Help!

kglad
Community Expert
Community Expert
January 25, 2018
Known Participant
January 25, 2018

Thanks for moving this over. I didn't consider it could be an enterprise issue.