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After Effect hung \ freeze after clicking ( Preferences) WHY?

New Here ,
Mar 28, 2023 Mar 28, 2023

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Hi there!

 

To make it short, the Adobe contact center has remoted my machine for 2 days and has applied all possible solutions and workaround to resolve the said issue but no luck!

 

and after a couple of trials, they asked me to create a new local account on my windows 11 OS .. and the issue was resolved with that new account!

 

the question is how to fix the problem on my account without creating new windows local account?

 

NOTE: I am sure the problem is from my windows profile but not sure where!

 

 

My PC information:

GPU: NVIDIA Quadro M5000 |  Driver Version 31.0.15.3141 | Driver date: 3/16/2023

RAM: 128 GB

After Effect Version: 23.3.0 ( Build 53 )

 

 

abdulaziza41181589_0-1680038710182.png

Thank you

 

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Crash , Freeze or hang

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Adobe Employee ,
Mar 28, 2023 Mar 28, 2023

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Hey Abdul,

Welcome to the community. Sorry to hear you're experiencing this issue. Could you review this article and check if any of the steps fix the problem for you? Have you tried running After Effects as an Administrator? If you have any active third-party firewall or antivirus, try temporarily switching it off to see if that fixes the issue. Let us know how it goes.

 

Thanks,

Ishan

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New Here ,
Mar 29, 2023 Mar 29, 2023

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Hello Ishan,

 

Thank you for your feedback.

 

Yes, I have done all the mentioned steps in the articles as well as the adobe contact center has removed all the applications and then re-installed them again BUT I still have the same issue.

 

I have Norton Ani-Virus and I have turned it off but also the same 😞 but usually, any blockage from the app will notify me however no notification occurs while lunching After effect!

 

in addition, for the other local account, all apps working fine and an ani-virus are active as well!

 

I am sure my local windows user account has a certain file causing this! 

 

I will be waiting for a solution team,....

Thank you!

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Adobe Employee ,
Mar 30, 2023 Mar 30, 2023

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Hi abdulaziza41181589,

 

Does it hang only when clicking Preferences? Does it work fine with all the other menus? Could you try closing the Character panel and see if that brings any change? Also, does Running After Effects as administrator help?

Let us know.

 

Thanks,

Nishu

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New Here ,
Apr 03, 2023 Apr 03, 2023

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Hi @nishu_kush  Thank you for getting back to me.

 

In fact, the issue persists when I click (Preferences) ONLY either on after Effects or Adobe Premiere as well.

 

also, I have run the app with Admin mode but the same issue.

 

Concerning the "Character panel" I didn't get you, bro ... if you can elaborate more? when I can find it?

 

 

NOTE: I have installed ( Process Monitor) just to check if any access is required but nothing worth mentioning. 

 

Regards 

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New Here ,
Apr 03, 2023 Apr 03, 2023

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I have attached the process monitor result while opening the preferences in after effect in case someone needs to have a look at it.

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New Here ,
Apr 27, 2023 Apr 27, 2023

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Any help? 

 

thoughts?

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New Here ,
May 07, 2023 May 07, 2023

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Reminder!

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Adobe Employee ,
May 12, 2023 May 12, 2023

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Sorry for the delayed response. Could you let us know if you have any third-party plugins installed? Some users have reported similar issues with a plugin. For testing purposes, move all folders in C:\Program Files\Adobe\Common\Plug-ins to a different location (like your Desktop) and check if you still see the issue.

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New Here ,
May 17, 2023 May 17, 2023

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@Ishan Y  We sincerely acknowledge and value the efforts made by you in assisting us. Nevertheless, despite having relocated the folders as suggested, the issue at hand persists unabated.

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Adobe Employee ,
May 17, 2023 May 17, 2023

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I'm sorry to hear that the workaround didn't fix the issue. Are you using any input devices like TourBox? 

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