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rachelcenter
rachelcenter
Brainiac
July 30, 2020
Answered

Adobe Media Encoder 2020 keeps crashing during splash screen

  • July 30, 2020
  • 3 replies
  • 6394 views

I updated my computer to the latest AME: Adobe Media Encoder 2020. When I open the program, the splash screen comes up, then it crashes a few moments later. "adobe media encoder 2020 quit unexpectedly. Click Report to open the application again. This report will be sent to Apple automatically" I started a live chat with a support representative. He asked me to uninstall and then reinstall. I did that. It still crashed. Support tried taking over my screen and reinstalling it themselves but the issue persisted. He told me to restart my computer so I did. Then I tried to open Media Encoder again. The Issue persisted. Support said I need to uninstall ALL OF MY ADOBE APPLICATIONS! I pushed back and said no, I need those other programs to get my job done. Premiere 2020 is working just fine, so that doesn't make sense to uninstall that. Bad idea.  Support says they are going to escalate this to the senior support and will supposedly call me back in 24 hours. I want to note that I find it suspicious that this is happening on both my iMac desktop and my 2019 MacBook Pro. I ran disk utility on my iMac desktop and that didn't fix the issue. Does anyone else know how to fix this in the mean time? I want to note that I find it suspicious that this is happening on both my iMac desktop and my 2019 Macbook Pro. Does anyone else know how to fix this in the mean time?

 

Adobe Ticket Number: ADB-14421943-M1V7

Computer info: Mac OS 10.15.6

Error Code: look for this as an attachment

 

Update: August 23, 2020. I installed an update on the software. Attempted to open it. It still crashes. I'm using a chat agent now. He's looking at my crash report and he says "In the crash report the thread is 0 libsystem_kernel.dylib which is most certainly is an OS error. Could you please confirm if there is any third party plugins you are using?" I confirmed that there were a bunch of files there. I was asked to move the MediaCore folder to the desktop. When I did that, Encoder opened and didn't crash.

 

 

 

This topic has been closed for replies.
Correct answer rachelcenter

Update: August 23, 2020. I installed an update on the software. Attempted to open it. It still crashes. I'm using a chat agent now. He's looking at my crash report and he says "In the crash report the thread is 0 libsystem_kernel.dylib which is most certainly is an OS error. Could you please confirm if there is any third party plugins you are using?" I confirmed that there were a bunch of files there. I was asked to move the MediaCore folder to the desktop. When I did that, Encoder opened and didn't crash.

 

3 replies

rachelcenter
rachelcenterAuthorCorrect answer
Brainiac
August 24, 2020

Update: August 23, 2020. I installed an update on the software. Attempted to open it. It still crashes. I'm using a chat agent now. He's looking at my crash report and he says "In the crash report the thread is 0 libsystem_kernel.dylib which is most certainly is an OS error. Could you please confirm if there is any third party plugins you are using?" I confirmed that there were a bunch of files there. I was asked to move the MediaCore folder to the desktop. When I did that, Encoder opened and didn't crash.

 

    B
    brents48643353
    New Participant
    August 6, 2020

    I am having the exact same issue 2019 MBP. I have just now upgraded to OS 10.15.6.

    Premiere works fine however MEDIA ENCODER keeps crashing and at the exact same point everytime. When it is trying to load the BlackMagicRawPremiereSourceEffect.plugin.

     

    so frustrating

    rachelcenter
    rachelcenterAuthor
    Brainiac
    August 6, 2020

    I don't have Black Magic installed on my laptop which makes me think this is an OS related issue. But Adobe is insistent that there isn't an issue with their release of the software.

    B
    brents48643353
    New Participant
    August 8, 2020
    hey,

    after a bit of searching I have found the issue.

    File exception:

    /Users/******/Documents/Adobe/Adobe Media Encoder/12.0/WSMgrCfg

    Adobe Media Encoder has encountered an unexpected error and cannot continue.

    (I starred my user folder name out on purpose.)

    I have tried the fix on one of the other pages in which you delete the
    typesupport folder in ~Library/Caches/Adobe/Adobe Media Encoder/12.0.

    This does nothing to fox the problem for me. Any ideas would be appreciated.

    Thanks!

    DF
    [image: Avatar]
    Correct answer by liamd91665696 | New Here

    I was having the exact same problem. Following that file path and deleting
    the "WSMgrCfg" file cleared everything up for me. Encoder seems to be
    working fine now

    *Brent Spence*
    Editor / DIT
    Mob: 00971 55 419 6123
    Email: brspence@gmail.com
    *https://brspence.wixsite.com/brentspence
    *

    B
    brunom13623393
    New Participant
    August 1, 2020

    I have the same problem.

    rachelcenter
    rachelcenterAuthor
    Brainiac
    August 1, 2020

    The senior tech called me and offered the same trouble shooting steps as the person I was live chatting with a few days ago. He wanted me to uninstall every single Adobe app that I have. I said no way, I wont be able to get my work done. Is possible at all that maybe you guys released a buggy version of Adobe Encoder? They said no because other people are able to use it just fine.... His solution was for me to just use Encoder 2019 instead of 2020. Disappointed with the outcome of this problem.

    B
    brunom13623393
    New Participant
    August 2, 2020

    Thank you. I will install older versions until I find one that works.

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