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leahc74179775
leahc74179775
Participant
November 11, 2018
Question

Premiere Pro 2019 Crashing and Now Not Functioning At All

  • November 11, 2018
  • 3 replies
  • 2578 views

For the past few days, Premiere Pro has been randomly quitting after updating to the 2019 version and causing me to reopen my projects as recovery files, this was a bit annoying but fine. However it now won't function at all, I can create new projects but immediately the error appears: A low-level exception has occurred in: AdobeScope(transmit::createinstance)  the playback window doesn't work and play head won't move, the whole software seems to not respond meaning I can't edit at all.

It started having this issue around 24 hours after I installed the new Mojave software for Mac, this could be the cause however last night after I installed it the software worked fine.

I've tried creating new projects and working on already existing ones with no luck, I've tried restarting my MacBook and no luck, I've tried uninstalling and reinstalling the software and no luck, and I've checked and every bit of software is up to date.

I have tried to ring Adobe and the number wouldn't go through, I tried to "24-hour chat" which after half an hour on hold was closed on me with no response or resolution. After contacting the Adobe Customer Care's twitter they told me to post this on the forums and send the link to them.

This is a really urgent matter, I use the Creative Cloud for all my work and cannot afford to pay for something that does not work. Help would be really appreciated.

    This topic has been closed for replies.

    3 replies

    Jay Zheng
    Jay Zheng
    Participant
    December 28, 2018

    I have the same issue... HELP!!!!

      caroline_edits
      Community Manager
      caroline_editsCommunity Manager
      Community Manager
      November 19, 2018

      Hi LeahC!

      I'm so sorry you've had to go to such effort to receive some assistance. I understand how urgent this is! I have seen some other users with these issues and it seems that resetting preferences has worked. Make sure to read this page because it tells you which preferences will and won't be trashed.

      FAQ: How to reset (trash) preferences in Premiere Pro?

      If you cannot afford to lose some of the settings listed in that post, then you can always roll back to CC 2018 for the time being!

      Install previous version of your Creative Cloud app

      Please let me know if either of these worked for you! If they didn't, we'll keep looking.

      Caroline

        leahc74179775
        leahc74179775Author
        Participant
        November 27, 2018

        Hi Caroline,

        This issue is still not fixed.

        I have tried both the solutions you suggested and it comes up with the same error report.

        This will have been going on for a month this week. I am seriously considering taking my business elsewhere unless there is a solution because I cannot afford to continue to pay for something that does not function, which will be a great shame because I have been the biggest fan of the creative cloud for a few years now.

        Please let me know who I can speak to either about a solution or cancelling my payment.

        Leah

        caroline_edits
        Community Manager
        caroline_editsCommunity Manager
        Community Manager
        November 27, 2018

        I'm surprised that resetting your preferences didn't fix that error! It's helped every other user who has gotten the alert "A low-level exception has occurred in: AdobeScope." Could you try clearing your media cache files as well?

        FAQ: How to clean (delete or trash) media cache files?

        I understand how frustrating this is and I can assure you there's a solution. We have an update coming out soon that will address some of the more recent issues with Premiere. In the meantime, if you share your computer specs with me, I'll personally reach out to our engineers and see what they have to say. I need your OS, GPU, CPU, the whole deal. Hopefully they have some knowledge about the software that I don't!

        Thank you so much for your cooperation.

        -Caroline

        zacharyv39306404
        zacharyv39306404
        Participant
        November 19, 2018

        Same exact thing for me. Trying to finish a project tonight. It crashed and now everytime I open PP, I get the beach ball and have to force quit.

        Premiere Pro 13.0.1

        2017 27" iMac

        4.2Ghz Intel Core i7

        16 GB 2400 MHz DDR4

        500gb SSD

        Radeon Pro 580 8192 MB

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