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Matt Young14394008
Matt Young14394008
Legend
April 17, 2019
Question

Insert email address for crash report

  • April 17, 2019
  • 4 replies
  • 1583 views

I'm getting random Premiere Pro crashes, and would like to send the crash report to Adobe. 

There's a tick-box on the crash pop-up that says "Adobe can contact me to receive additional information and notify me of fixes and workarounds."  After I stopped laughing at the idea of Adobe following up on a reported problem, I decided to go ahead and enter my email address. 

When i press "Send Crash Report" I get the error message "The email address you entered is invalid.  Please correct it before submitting this crash report."

This behavior occurs for any email address I enter. 

So, I guess I'm reporting that the Adobe error reporting system has an error.  Shocked?  Me neither.

    This topic has been closed for replies.

    4 replies

    D
    daniels85851975
    Participant
    April 18, 2019

    There are times when I go to type in my email address, the field automatically populates with my email address. However, more often than not, there is an empty space just following my address. If I back space it out, whichever site I'm on moves on to the next step. Just a thought...

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    April 17, 2019

    Hi Matt,

    Sorry for the frustration here along with thanks for attempting to leave your crash report info with us. If you have the report saved anywhere locally, it would be great if you could share that. I did search for it in our database and came up short. I apologize for any wasted effort.

    I'm getting random Premiere Pro crashes, and would like to send the crash report to Adobe.

    I will try and find out why your email address is not working. This is the first I've heard of that occurring. If you are able to save any crash data, please either paste it here or upload it in a doc somewhere that I can download.

    Adobe can contact me to receive additional information and notify me of fixes and workarounds."  After I stopped laughing at the idea of Adobe following up on a reported problem, I decided to go ahead and enter my email address.

    Our engineering staff does contact users for more detailed info, especially on issues where there is some piece of missing info that needs to be found to solve a problem. Certainly, those same people might not be able to triage areas that aren't registering as top issues. In that case, you can contact us to work with you on any issue. Here's the link: Adobe Help Center

    Sorry for any inconvenience.

    I'm reporting that the Adobe error reporting system has an error.

    I'll check to see if it's a known issue. Thanks for alerting me.

    Regards,
    Kevin

    Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
    Matt Young14394008
    Matt Young14394008Author
    Legend
    April 18, 2019

    Kevin-Monahan  wrote

    If you have the report saved anywhere locally, it would be great if you could share that. I did search for it in our database and came up short. I apologize for any wasted effort.

    [...] If you are able to save any crash data, please either paste it here or upload it in a doc somewhere that I can download.

    Unfortunately, there doesn't seem to be a crash report for the issue that ended my workday yesterday.  Premiere crashed and I lost about 30 minutes of work, so I opened an autosave version that would have saved about 20 of those minutes.  That autosave then crashed again and again - probably 5 or 6 times before I gave up.  The only crash report I can find on my computer is from hours earlier that day.

    Matt Young14394008
    Matt Young14394008Author
    Legend
    June 5, 2019

    There is a Pr 13.1.1 patch released yesterday which addresses this issue. Please update to 13.1.1 and let us know if it helps.

    Fixed issues in Premiere Pro versions 13.1.1 and 13.1


    Vinay, I applied the patch when released and just today started experiencing crashes again.  The crash report window still won't accept my email address when I tick the appropriate box and insert the email address into the proper field.  I have recorded a video of this behavior but don't wish to post it on a public forum as it includes my email address.

    Stan Jones
    Community Expert
    Stan JonesCommunity Expert
    Community Expert
    April 17, 2019

    Just FYI, it may not be common, but I have had contacts from engineering when they wanted more information on a crash. More often, they get what they need from the crash report.

    I hope Jim's suggestion gets you on track if the crash happens again!

    E
    excited_Genie16B8
    Legend
    April 17, 2019

    You're entering the email associated with your CC Subscription?

      Matt Young14394008
      Matt Young14394008Author
      Legend
      April 18, 2019

        wrote

      You're entering the email associated with your CC Subscription?

      Yes, indeed I am.

      Nariman Sodeifi
      Community Manager
      Nariman SodeifiCommunity Manager
      Community Manager
      April 18, 2019

      Matt, sorry about the crashes you are experiencing.
      As Vinay mentioned above, we fixed top crashing issues reported in Crash Reporter that we receive.

      We encourage everyone to please continue submitting crash reports.
      We do review Crash Reports on regular basis and try to fix as many as we can in each release.
      And sometimes, Like last night, we do release unplanned update to address top crashers our users are experiencing.

      When submitting crash, you can enter notes and emails. 
      I checked and I see dozens of crash log from past few days that have emails, so I think this is working for most people.
      You can always also add your email address in the comment section.

      What helps us most when looking at crash reports is comments from users.
      When you tell us what you were doing just before it crashed, it helps our testers focus in that area and try to reproduce same issue.
      Sometimes we still need your help, and if there is an email attached to crash report, we try to contact user to have them reproduce the crash while we are watching what user is doing.  For 13.1.1 update, to fix some of those crashes, we contacted 30+ users.  Only 2 replied to our emails and offered to help narrow down this issue.  They are now in our prerelease program to help catch such issues in future releases.

      If you still experience crash, please do submit crash report and we'll be monitoring crash logs we receive and try to resolve them before the next release.

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