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Known Participant
October 2, 2024
Answered

Premiere crashes everytime I open settings

  • October 2, 2024
  • 40 replies
  • 4129 views
 

After updating to Premiere Pro 24.6.1, I encountered a major issue where the program would crash immediately upon launch. I couldn't even get to the home screen. I followed all the recommended steps—restarting my computer, clearing the media cache and preferences, and even deleting and reinstalling Premiere Pro—but nothing worked. Every time I opened the program, it crashed immediately.

Eventually, I found a workaround by installing a previous version of Premiere Pro, and then updating it again. This resolved the initial issue, and everything seemed to be running smoothly—until I tried to open my settings. Every time I attempt to go to Premiere Pro - Settings, the program crashes again.

I’ve tried everything, including reinstalling different versions of the software, but the issue persists. This is incredibly frustrating because I had to reset my preferences earlier, and now I can’t access the settings I need to adjust for my workflow. At this point, I'm completely stuck, and it's becoming a serious disruption to my work.

This situation has become beyond frustrating, and I urgently need a solution.

This topic has been closed for replies.
Correct answer Ian Albinson

Thanks for working with my over Zoom on this, Jamie.

 

The fix for my issue was the removal of the "TourBox.bundle" file in the following location:

 

40 replies

jamieclarke
Community Manager
Community Manager
October 2, 2024

Just to confirm you did uninstall the Elgato streamdeck software?  Also, What version of the software are you running?

Candi5C3AAuthor
Known Participant
October 2, 2024

@jamieclarke Tried that and still no luck. Also forgot to mention that I am working off of a NAS (QNAP)

jamieclarke
Community Manager
Community Manager
October 2, 2024

Can you make a backup of your preferences you can find them Documents > Adobe > Premiere Pro > 24 > Profile<Username>.  Then delete them and reopen your project see if that helps.

Candi5C3AAuthor
Known Participant
October 2, 2024

I'm beginning to suspect I triggered something when I fixed my inital problem of premire crashing upon opening.

Candi5C3AAuthor
Known Participant
October 2, 2024

@jamieclarke That did not work unfortunatley. I completely deleted the entire software and still no luck. For some background, I have co workers connected to the same creative cloud that also have the same softwares as me and the same computer (Apple M3 Pro) and everything is working fine for them. All other adobe apps are working fine for me as well. 

jamieclarke
Community Manager
Community Manager
October 2, 2024

Hi @Candi5C3A - That is probably what is causing the issue.  Can you try and uninstall or update the stream deck software

Candi5C3AAuthor
Known Participant
October 2, 2024

Hi @jamieclarke, I can't check "Control Surfaces" because it crashes whenever I try to. I do have an elgato stream deck that has some hotkeys I use in premiere, but no third party plug ins as far as I'm concerned.

 

jamieclarke
Community Manager
Community Manager
October 2, 2024

Hi @Candi5C3A - It seems you are crashing from a control surface plugin.  Do you have any control surfaces that you are using? Can you check under preferences "Control Surface"

Candi5C3AAuthor
Known Participant
October 2, 2024

Hi @jamieclarke Thanks for the quick reply. 

I do have the excalibur plug in, and have tried doing what you suggested (tiking all 4 boxes) but no luck. I have sent reports to adobe these past 2 days under my personal email (deleted by mod)

jamieclarke
Community Manager
Community Manager
October 2, 2024

Hi @Candi5C3A - Do you have any plugins installed?  

If you want to check any issues with Premiere, you can always hold down "SHIFT" while launching Premiere and check the boxes 

"Reset Preferences"

"Reset Plugin Cache" 

"Disable third-party plugins (one time only)" 

"Clear media cache files" 

 

If that doesn't help when the crash dialog opens please select the box "send report" so that we can look it up on our end