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DamienD007
Participating Frequently
August 5, 2021
Question

After Effect crashing on startup

  • August 5, 2021
  • 3 replies
  • 1342 views

Hi,

 

I'm having issues with starting After Effect. After clicking the icon the program starts to load then goes to a "Crash Report for After Effect" window with the only options to "Send Report" or "Don't Send".

 

From Google'ing for a solution, I'm told it's a graphics driver / hardware acceleration issue and to do the following:

 

1) Launch After Effects and go to Edit > Preferences > Display….
2) Untick the box next to Hardware Accelerate Composition, Layer, and Footage Panels.

 

Well that's great considering I can't even get into the app in order to switch off hardware acceleration...

 

Anyway, I've tried doing the following but no joy:

... Updated my nVidia card drivers to the absolute latest.
... Started After Effect in Safe Mode (holding <Ctrl> + <Alt> + <Shift> and clicking on the icon).
... Looked in "C:\Program Files\Adobe\Common\Plug-ins" and renamed to "Plug-ins.bak".
... Looked in "C:\Program Files\Common Files\Adobe\Plug-Ins" to "Plug-ins.bak".
... Looked in "C:\Users\DeaconH\AppData\Roaming\Adobe\After Effects\17.0" and renamed to "17.0.bak".
... Viewed the "Adobe After Effects 17.0 Prefs.txt" file located in "C:\Users\DeaconH\AppData\Roaming\Adobe\After Effects\17.0".
... Deleted the file "Adobe After Effects 17.0 Prefs.txt" located in "C:\Users\DeaconH\AppData\Roaming\Adobe\After Effects\17.0".
... Deleted the file "Adobe After Effects 17.0 Prefs-text.txt" located in "C:\Users\DeaconH\AppData\Roaming\Adobe\After Effects\17.0".
... Deleted the file "Adobe After Effects 17.0 MC Prefs" located in "C:\Users\DeaconH\AppData\Roaming\Adobe\After Effects\17.0".
... Went into the registry and and looked at "Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\After Effects" to see if I could switch off hardware acceleration.
... Went into the registry and and looked at "Computer\HKEY_CURRENT_USER\Software\Adobe\After Effects" to see if I could switch off hardware acceleration.
... Started Windows in Safe Mode and tried launching After Effect.

 

I really need this software working as have dealones I need to meet. Please can someone review and provide a working solution to this issue?

 

Kind regards,
Damien.

 

This topic has been closed for replies.

3 replies

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DamienD007Author
Participating Frequently
August 16, 2021

Adobe support???

 

Can you please get back to me regarding where I can upload these crash dumps so they can be analysed / a solution then found? 

    D
    DamienD007Author
    Participating Frequently
    August 18, 2021

    Ok, I'm getting really annoyed now...

     

    I've done loads of different things in order to try to get this resolved. I've also got crash dumps via Process Explorer as asked. 

     

    I need someone to urgently tell me where I can upload these so they can be analysed. Are there not Admins of this forum who monitor things?  

     

    To be honest; your support is ruibbish. My poor client cannot use After Effect and it's been weeks now. She has deadlines to meet...  

     

    I can build her another model laptop; which may help, but I'd like a solution please on this current, powerful Dell  developor laptop that she received only a few months back. 

     

    Otherwise, do I send Adobe the bill for the new laptop (£1500) and cost of another Adobe CC 2020 suit, not to mention my support time??? 

      Mylenium
      Mylenium
      Legend
      August 5, 2021

      Glad to have someone that can be talked to like he knows what he's doing! I would suggest you create a custom event viewer log for AE or use a tool like Process Explorer. If there is no dump, then there really isn't anything and the Adobe Crash reporter itself has failed, which of course in itself may be the cause for your trouble. Using this approach would at least verify that part. In such a case you may face soem fiddling with network and permissions stuff as well as reinstalling the apps under those new settings.

       

      Mylenium

      D
      DamienD007Author
      Participating Frequently
      August 5, 2021

      Ok, leave it with me. 

       

      It's for a user in the firm; and not on my laptop. 

       

      I'll work out what needs to be done / see her availablility and get back to you.

       

      Cheers. 

      D
      DamienD007Author
      Participating Frequently
      August 5, 2021

      Oh, I should also mention that I've already looked in the Event Viewer under Aplication + System; filtered by Critical / Warning / Error but nothing related to After Effect.  

      Mylenium
      Mylenium
      Legend
      August 5, 2021

      Having the actual crash info would help a lot, especially since you seem to actually know your way around computers.

       

      Mylenium

      D
      DamienD007Author
      Participating Frequently
      August 5, 2021

      Hi Mylenium, 

       

      Thank you for your reply. 

       

      Yes, I know my way around computers as I work in IT   😉 

       

      Checked the Event Logs also, but nothing related to After Effect. 

       

      Also forced the ingratiated Intel graphics card as opposed to the nVidia but surprising still a crash. 

       

      If you can tell where the After Effect crash dump is stored I will provide? 

       

      Regards, 

      Damien.  

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