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Inspiring
April 8, 2023

Is there a way to seek compensation for non-functional software?

  • April 8, 2023
  • 5 replies
  • 419 views

I am about to lose my favorite client that I do promotional videos for. I have been working all night in After Effects, and every 20-30 minutes of working or so, the program grays out, and crashes. I've set alarms to remind myself to save every 3 minutes to mitigate the issue, but at this point it's a lost cause. I'm so tired and sick of crying, this is an anxiety nightmare and I'm facing a loss I can't afford.

 

Of course, Adobe will never face consequences for releasing non-funcitonal software, but is there a way I can personally seek compensation for lost business? I pay for an expensive service that Adobe is inarguably not delivering. 

 

There's nothing consistent that causes this to happen. Sometimes I'm editing masks, sometimes lumetri color, arranging layers, editing settings, moving positions and scaling, editing velocity maps, and changing tabs have all caused After Effects to crash.

 

I'm running a 2-year old system that LITERALLY NEVER had a non-adobe program crash. Never had graphical issues, never had RAM issues, never seen a bad day in its life UNLESS it's running Adobe branded software, After Effects being the worst, Photoshop being a runner-up for crash frequency.

This topic has been closed for replies.

5 replies

JohnColombo17100380
Community Manager
Community Manager
April 13, 2023

Per @jenkmeister17177426's response, moving this thread to Needs More Info awaiting crash reports.

- John, After Effects Engineering Team  

Community Manager
April 11, 2023

Please send the reports if you can repro or see it again. We don't know about the crashes you may be experiencing without them. There have been some issues related to PSDs fixed in some recent updates to AE, but hard to know exactly if that's what you were seeing. There has been some instability with various NVIDIA drivers as well, which was my first thought on the issues you were seeing.

 

As to Media Encoder, if it's not responding to AE, a reboot will normally fix that. That said, if you are exporting to H.264, then definitely use the Render Queue in AE. 

tschaeppsAuthor
Inspiring
April 11, 2023

I do recall hitting "don't send" a number of times, you're free to check my email and see if any did go through. I've never  had confirmation that anything ever happens with error reports so I often just don't bother. When a popup comes up that says "send megacorp more info?" I just click no - hahaha you can forgive my lack of faith in Adobe / Corporations in the year 2023.

 

I ended up rebuilding the file entirely from scratch. This time I avoided using any .PSD layers and it resulted in zero crashes from that point forward - in the end it could have simply been too much burden on the system, or a bug to do with PSD files, but I wouldn't think that a few layers all derived from the same PSD would cause that much trouble.

 

Another issue came up when I tried to Render with Adobe Media Encoder from After effects and that also simply just did not work as advertised. After a few hours I saw people in other threads saying that it just doesn't work with After Effects even though it shows up in the menu, and that I just needed to use the AE Render Queue instead, which is what I did. Anyway, I ran out of time. I lost the job on Sunday and likely the client as well. Hopefully not. Time will tell.

 

I could open the old file and wait for it to crash and send that through if you want an error report. Looking into Fusion and Resolve as suggested for this kind of work in the future and might just stick to PS / AI / ID on the adobe side.

Community Manager
April 11, 2023

When AE does crash, are you sending the reports in associated to your email? I'd like to be able to look up the crashes to see what's going on so we can help get you back on track. 

Mylenium
Legend
April 8, 2023

Just move on to greener pastures. Fusion and Resolve do most of what AE and Premiere do, just without the hassle. Not what you want to hear, I know...

 

Mylenium