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Adobe After Effects & Premier 2023 Crash Ventura

Community Beginner ,
May 02, 2023 May 02, 2023

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Hi all,

Pulling my hair out as latest After Effects and Premier are crashing the latest Ventura. I'm running a 2019 Mac Pro. Issue happens on rendering or exporting. In Premier after the latest updates the Export function doesn't work. In After effects, it crashes on pre render auto save or just after a render is attempted. Causes Finder to cease working. Any ideas/fixes would be welcome. Have tried trashing preferences. All Adobe 2022 are running fine with no issues.

thanks,

Steve

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Crash , Import and export , Performance

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correct answers 1 Pinned Reply

Adobe Employee , Oct 02, 2023 Oct 02, 2023

No one from support should be telling you to upgrade to MacOS Sonoma, at least while on AE 2023. The only supported version of AE for Sonoma will be AE 2024 which hasn't been released yet. I will follow up with support because that is definitely incorrect information. Plugin developers may or may not have done work for MacOS Sonoma but again, as AE 2024 is not released, I would not expect those to be available yet. 

 

However, Ventura is a fully supported OS and many of the AE team are running V

...

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Explorer ,
May 02, 2023 May 02, 2023

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Hi Steve,

Sorry to hear about the crashes you're experiencing with After Effects and Premiere. Here are a few troubleshooting steps you can try:

  • Make sure your system meets the minimum requirements for the Adobe software you're using.
  • Try updating your graphics card drivers to the latest version.
  • Disable any third-party plugins that may be causing conflicts.
  • Clear the cache in After Effects and Premiere.
  • Try creating a new project and importing your files into it to see if the issue persists.
  • Try exporting or rendering a different format or codec to see if the issue is related to a specific setting.
  • Try resetting the preferences for After Effects and Premiere.

I hope one of these suggestions ceases or at least decreases hair pulling.
Highest regards from the Westcoast,

-iDAC

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Community Beginner ,
May 02, 2023 May 02, 2023

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Thanks so much for the suggestions. Have just cleared all the caches and attempted an export from Premier. So strange, the export window just doesn't work. Sits blank with a circling blue circle. Am just about to attempt an After Effects Render but will try from a newer project and see what happens. Thanks again.

 

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Explorer ,
May 02, 2023 May 02, 2023

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You're welcome. If clearing the cache didn't solve the issue with Premiere's export function, you could try resetting the preferences to their default settings. To do this, go to the Premiere Pro menu, select Preferences, and then choose Reset Preferences on Quit. This will reset all preferences to their default settings the next time you launch Premiere Pro. 

As for After Effects, using a newer project could potentially help, as it may not have the same issues as the previous project. If the problem persists, you could try creating a new project and importing the necessary assets to see if that resolves the issue.
Give me a shout, i'll fetch some info to help you out!

 

-iDAC

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Adobe Employee ,
May 02, 2023 May 02, 2023

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The export in PPro is a bug that will be fixed in 23.4, coming out soonish. The bug should be fixed in the current 23.5 beta build.

 

For AE, it might be worth enabling logging (from the Help menu) and then reproduce the issue. On next start, choose Reveal Log Files (also on the Help menu) and then find the after effects log.txt file and post that back here so we can take a look. 

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Community Beginner ,
May 02, 2023 May 02, 2023

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Thanks for the update. I went through and reset all the preferences on start up for Premier which has brought back the export function. Phew!

We then deleted all preferences in the 23.3 folder and reset using 22.5. Have done multiple renders using the same assets and appears to be working ok and hasn't crashed the system. Thanks so much for all the assistance.

Steve

 

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Explorer ,
May 02, 2023 May 02, 2023

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Yay!! I'm so glad business is usual again, it made me a little sad to hear you were stressing so hard earlier. Glad we could overcome the issue, please swing by with any other inquiries! 
Take it easy Steve,

 

-iDAC (Matt)

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Participant ,
Sep 27, 2023 Sep 27, 2023

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Some months later to your post (above) and I'm experiencing a similar issue with AE freezing on playback and rendering. Worse, the computer shuts down and restarts after freezing. Boris FX have suggested I do not upgrade to OS Sonoma (released over the past 36 hours). In any event the error continues and I have done virtually all iDAC suggests (below). Question, how do I collect my AE crash logs and forward them to Adobe for forensic inspection? I am running on OS 13.5.2. Processor: 3.2 GHz-16 Core Intel Xeon W. Memorie: 96 GB. Graphics: AMD Radeon Pro Vega II 32 GB. 

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Adobe Employee ,
Sep 27, 2023 Sep 27, 2023

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Help -> Enable Logging

Restart AE

Reproduce the issues

Help -> Reveal Log Files...

Find the "After Effects Log.txt" and "After Effects Log Last.txt" and post the contents of those files back here for us to look at.

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Participant ,
Oct 01, 2023 Oct 01, 2023

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Jenkmeister, I apologise in advance but your instructions seem shorthand. I am a visual artist of a certain age who has worked in AE for about fifteen years, not an engineer or whizz kid.

Curently, all I get when attempting to work in AE 2023 are intermittent, disturbingly colourfiul flash frames, somewhat resembling a not so classy "glitch" effect. This is to say I can no longer work in AE.

Please, I need detailed instruction as how to proceed. Should I uninstall AE? And if I do uninstall AE from my cloud account and reinstall it, do my third party plugins vanish? I ask because the information on this question found on Google / YouTube appears out of date or contradictory. 

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Adobe Employee ,
Oct 02, 2023 Oct 02, 2023

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Sorry for the shorthand, I've made a short video that walks you through those steps: https://shared-assets.adobe.com/link/2591aec8-b9bb-4a98-72a9-577c3cac4b24 (you may need to use the Download button to view the file).

 

Do you have a way to capture what you're experiencing in a video you can share with me, along with the log files? That would really help with understanding what's going on. 

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Participant ,
Oct 02, 2023 Oct 02, 2023

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Hello Jenkmeister, 
Thank you for your reply. Yesterday, at my wits end I contacted Adobe's online real time customer Support. After twenty minutes I got through to a staffer in India who screen shared with my computer; went to the terminal, removed the AE preferences and changed the app to run on the CPU, rather than GPU. At the end of our session it appeared I could now render in AE without error. However, after the Support session ended I set up a 4K project with a keyed layer and applied an 8 bit/ 16 bit "native" AE filter to the layer on a 32 bit project. When rendering the filter crashed AE, although did not shut down my computer.

I was told by the Adobe staffer the only way I could have faster render times with more stability was to upgrade my OS system from Ventura 13.5.2 to OS Sonoma. To summarise, prior to dealing with the Adobe staffer in India my belief is I had been given half truths and obfuscation by Adobe in these Support Community forums. The truth should have been readily and publicly known months ago, that if subscribers to the Creative cloud work on Mac computers then they shout NOT upgrade to Ventura, if they wished to work without errors. The result of my Ventura upgrade was firstly an irritating inability to hide AE; then inexplicable, erratic behaviour within AE, followed by alarming app' and  computer shutdowns. 

Now I need to write to all my third party plugin providers to check if their products are ready to use in OS Sonama. If they are not - and generally some aren't - I have only one option to upgrade to OS Sonama and do without certain plugins (even on legacy projects). In the fifteen or eighteen years I have worked with Adobe and Apple software and hardware, I have been appalled by the half truths and cover-ups both companies exhibit. Apple's response alone to my concern over losing work time with these errors was professionally irresponsible and should result in the company being penalised.

These examples of little care, little responsibility by North American big IT business is, to use your own nation's parlance, not a good look. Just upgrade your ancient AE 8 bit/ 16 bit native filters to 32 bit. This would be a start in the right direction. Then consider ways to present your corporate face less glibly and more transparently. Your much publicised cheery, one big happy creative family brand is beginning to wear thin. 

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Participant ,
Oct 02, 2023 Oct 02, 2023

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PS: Apparently I have just recieved an "Appreciation" badge from Adobe Support Community. Such nonsense. My message to Adobe is just provide timely, responsible methods to overcome problems associated with your products. I am not flattered by nonsensical kindergarten corporate rewards for lodging product complaints.  

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Adobe Employee ,
Oct 02, 2023 Oct 02, 2023

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No one from support should be telling you to upgrade to MacOS Sonoma, at least while on AE 2023. The only supported version of AE for Sonoma will be AE 2024 which hasn't been released yet. I will follow up with support because that is definitely incorrect information. Plugin developers may or may not have done work for MacOS Sonoma but again, as AE 2024 is not released, I would not expect those to be available yet. 

 

However, Ventura is a fully supported OS and many of the AE team are running Ventura every day. It is documented that it is a supported OS on our system requirements page. The issues you are having do not sound like they are OS issues, more hardware that is starting to fail. But I would need the log files and the video capture of the screen so I can see what's happening to be sure.

 

You should be able to run 8/16-bit filters on a 32-bpc project, but if the filter is crashing, we can certainly look that crash up, assuming you submitted the crash report including the email address you use here on the forums. Failing hardware though can also be a cause of filters crashing as the data the filter gets back for processing can become garbage and cause unexpected issues. 

 

I am sorry though that you don't feel like you're getting an accurate representation of Adobe. No one that I know of is intentionally trying to cover things up, but it is a big company and information doesn't always get to everyone quickly. People are trying their best but we often fail which sucks. 

 

Please collect the log files and a video of the issues you are seeing, submit any crashes as well, and we'll try our best to figure out what's going on and try to restore some semblence of a running system for you. 

 

 

 

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Adobe Employee ,
Jun 07, 2024 Jun 07, 2024

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I'll move your post to the Discussions board while we await your information.

 

Thanks,

Nishu

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