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After Effect Start Up Crashed

New Here ,
Dec 01, 2022 Dec 01, 2022

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Hey, I just subscribed to Adobe monthly and installed after effect. After installing, I get a pop up saying it has crashed and can't continue.

 

I am using Microsoft Surface Pro 7 Tablet/Laptop.

 

Attached below is the error.

vannara27398283yztc_0-1669956976107.png

 

What can I do to fix this? Thank you and I hope this can be fix soon, I really want to use this!

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LEGEND ,
Dec 01, 2022 Dec 01, 2022

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Delete the preferences, reinstall the program.

 

Mylenium

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New Here ,
Dec 03, 2022 Dec 03, 2022

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I don't know how to delete preferences, i haven't used the program yet lol I have reinstalled and i still get the error. Any other suggestions? Thank you for your reply btw!

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New Here ,
Dec 04, 2022 Dec 04, 2022

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I deleted the preferences and reinstalled. I'm still getting the same issues.

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LEGEND ,
Dec 05, 2022 Dec 05, 2022

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Without any actual crash info we can't really tell you much more than that. Unfortunately on those Surface tablets even blanket advise such as updating the graphics driver would go nowhere since they use a special set of drivers that only get updated once in a blue moon, but of course you could still try to find a better driver, perhaps in the Beta section on the intel site.

 

Mylenium

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Adobe Employee ,
Dec 06, 2022 Dec 06, 2022

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Hi vannara27398283yztc,

 

Sorry for the crash.

Do you mind sharing your system specifications (CPU, GPU, RAM, OS version)? When exactly does it crash? After the launch or while opening a project? Do you get the crash report?

Let us know, we're here to help.

 

Thanks,

Nishu

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New Here ,
Dec 08, 2022 Dec 08, 2022

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Hello Nishu,

Device name Surface-Pro-7-Tablet
Processor Intel(R) Core(TM) i7-1065G7 CPU @ 1.30GHz 1.50 GHz
Installed RAM 16.0 GB (15.6 GB usable)
Device ID 4471A720-2A0D-46DB-AFD9-A1C6C12B4926
Product ID 00342-23757-84563-AAOEM
System type 64-bit operating system, x64-based processor
Pen and touch Pen and touch support with 10 touch points.

 

It crashes when I open the program after the launch. I could not get a crash report.

 

Thank you for helping me get started! I really want to use this program soon and hope i can provide the help you need.

 

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