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Question

Adobe Premiere Pro 2018 CC has stopped working

Forum|Forum|7 years ago
April 9, 2018
5 replies
13871 views

I updated Premiere Pro this morning. When trying to open I get the error message that "Adobe Premiere Pro 2018 CC has stopped working" I have tried uninstalling and reinstalling. Same message. Here is the error log from the Adobe error window:

Problem signature:

Problem Event Name: APPCRASH

Application Name: Adobe Premiere Pro.exe

Application Version: 12.1.0.186

Application Timestamp: 5ab23f89

Fault Module Name: ntdll.dll

Fault Module Version: 6.1.7601.23915

Fault Module Timestamp: 59b94ee4

Exception Code: c0000005

Exception Offset: 000000000004dc9d

OS Version: 6.1.7601.2.1.0.256.48

Locale ID: 1033

Additional Information 1: b542

Additional Information 2: b542453d9fbc18beb6c8b18272016eaf

Additional Information 3: 4c35

Additional Information 4: 4c3541530fd98ed26bfc2061359d7a23

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I am running no plugins. I'm a new user to Premiere Pro CC, about a month.

Any suggestions?

This topic has been closed for replies.

Kevin-Monahan

Community Manager

Mark,

Are you clear of this issue now? Please let us know.

Thanks,
Kevin

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio

W

warrent49768558

Participant

Hi Kevin

I am still facing the same issue. I have rolled back to a previous version of Premiere which has stopped the crash on start up. Unfortuatly it is still crashing when ever I import assets through the project pannel. As soon as I double click on the project pannel it brings up the import window and the crashes. The same thing was happening in After Effects. The only way I can get around it is by dragging and droppening the assets direcrly into the project bin from my PC. That seems to be stable enough.

Regards

Warren

D

Dandorian1

Participant

I have a Window's 7 Professional os and have an Intel(R) HD Graphics 4000 and a NVIDIA Quadro K1000M graphics/video card.

I had similar fault information such as the same fault module name and exception code. After calling and talking with a tech support I have found that using my NVIDIA Quadro K1000M was the problem, even with the most recent update on the driver for it. I don't know if anyone else has had a similar issue, but for me after disabling my NVIDIA Quadro K1000M I was able to run Premiere Pro CC, After Effects CC, and Media Encoder CC using the Intel(R) HD Graphics 4000. For those who don't know where to go to see what graphics/video cards are on their computer, first search 'device manager' and select it, go down to 'display adapters' and select it. There you will see your graphics/video card(s). If you have multiple cards, disable one by right clicking on the desired card then select 'disable', after that check to see if the other card is able of running the applications. I hope this has been helpful.

Vinay Dwivedi

Adobe Employee

Hi Mark,

It happened to me as well as I have 1050Ti on my machine. I rebooted my machine, installed all the pending Windows updates and then downloaded and installed the driver version 391.35 for your card it is R387 U2 (388.16) and also select QNF driver from the list. Try this once again and check if it helps. I know Dell might have done it but on Dell website they have very old NVIDIA Quadro graphics driver 361.91 for Windows 10 (64-bit) Operating System, Version: 10.18.13.6191 ,A00, Release Date: 09 May 2016.

Download Drivers | NVIDIA

Also, try to make NVidia card as default from below link.

https://www.techadvisor.co.uk/how-to/pc-component...

//Vinay

F

François Sisko

Participant

Bonjour,

J'ai le même problème, je viens de faire la mise à jour et impossible d'ouvrir Premiere pro CC 2018.

"

Nom d’événement de problème: APPCRASH

Nom de l’application: Adobe Premiere Pro.exe

Version de l’application: 12.1.0.186

Horodatage de l’application: 5ab23f89

Nom du module par défaut: ntdll.dll

Version du module par défaut: 6.1.7601.24059

Horodateur du module par défaut: 5aa1fa91

Code de l’exception: c0000005

Décalage de l’exception: 00000000000278cd

Version du système: 6.1.7601.2.1.0.256.48

Identificateur de paramètres régionaux: 1036

Information supplémentaire n° 1: b542

Information supplémentaire n° 2: b542453d9fbc18beb6c8b18272016eaf

Information supplémentaire n° 3: 4270

Information supplémentaire n° 4: 4270ce63c063594ebc62ba94318cd752

"

Je ne comprend pas ce qu'il faut faire avec votre solution "Visual C++ 2012 to 2017".

Y a t'il une solution ? Merci

W

warrent49768558

Participant

Hi, I just ran the update yesterday morning and had the same issues. Premiere would just crash. I tried changing the Render to Software only and things seemed to get a little better, or at least to allow me to finish a project. Unfortunately, the system very slow and was not much help. I will get my IT department to try the solutions above and let you know how things go. One thing to consider is that the latest version of Photoshop required me to update my windows platform. Not sure if this is of help. Premier was working fine prior to last week and this update.

Cheers

Warren

mvbeggsAuthor

Participating Frequently

Good morning.

As of this writing, I have not resolved this issue, even after spending about 45 minutes on the phone with Adobe technical support. The support received from Adobe technical support was terrible. In the end, Adobe technical support blamed the problem on the operating system, Windows, and suggested I call Microsoft to get resolution. Prior to calling Adobe technical support, I downloaded the latest updates from Microsoft and made sure all my drivers were up to date. In the end, I rolled my installation of Premiere back to the pervious version. (12.0) This version loads, and runs just fine. My suggestion to other users having this issue is to roll back to the previous version and wait for Adobe to fix their problem.

Sorry I couldn’t be of more help.

Vinay Dwivedi

Adobe Employee

Hi Mark,

Please uninstall the product and then go to: Control Panel\All Control Panel Items\Programs and Features and change Microsoft Visual C++ 2012 to 2017 Redistributable packages. Once done install the software again and check.

//Vinay

mvbeggsAuthor

Participating Frequently

Control Panel > Programs and Features- Visual C++ 2012 to 2017 were already set to redistributable:

Also performed a Windows Update. Uninstalled Premiere and reinstalled.

Same result.

What now?

Vinay Dwivedi

Adobe Employee

What is the Graphics card installed on the machine and please check if there are any pending system updates if not try the steps below.

Go to Device Manager>Display Adapters.

Right click on the Graphics card and select "Update Driver Software".

On the next screen select "Browse my computer.."Option.

Then Select Let me pick from a list.."Option.

Select "Microsoft Basic Display Adapters" and click Next to let it install.

Once dane change the resolution of the Screen by right clicking on the desktop and going to Display Settings.

Try to launch Premiere Pro.

If this doesn't help go to Safe mode and then change the screen resolution again to launch Premiere Pro.

https://www.digitalcitizen.life/4-ways-boot-safe-mode-windows-10

How to Start Windows 7 in Safe Mode [Easy, 5 Minutes]

//Vinay

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