After Effects 17.1 Crashes when opening a project/starting a new project

Report · Jun 02, 2020

Hi team,

Opening up AE projects or creating new AE projects cause my machine to crash. I see no error message just a frozen screen and the classical Windows program freeze (not responding). This happens everytime try to put any element on a new compositoin or opening up an old one.

I have cleared the cache and re-installed this version. Is this a common issue?

Specs:

CPU - AMD Ryzen 7 PRO 2700U w/ Radeon Vega Mobile Gfx - 4 Cores
RAM - 16 GB

After Effects 17.1

Thanks,

Matthias

Report · Jun 02, 2020

Would you change the setting of Project Settings and have a try?

File > Project Settings > Video Rendering and Effects tab

Use: Mercury Software Only

Report · Jun 04, 2020

Hi ToolfarmJP,

indeed I have done that. To no avail.

Do you have more suggestions?

Kr,

Matthias

Report · Jun 03, 2020

Hi Matthias,

Sorry for the crash issue with After Effects.

Have you tried ToolfarmJP's suggestion? Did it help? If not, please make sure that the GPU driver is up to date and try resetting the preferences of After Effects: https://community.adobe.com/t5/after-effects/faq-how-to-reset-trash-preferences-in-after-effects/td-...

Let us know how it goes.

Thanks,

Nishu

Report · Jun 04, 2020

Hi Nishu,

thanks for getting back to me. Unfortunately nothing really works for me. If you want I can take a screen recording and show you in detail what is happening. GPU driver is updated and I have also reset the preferences. This didn't help either. AE is working fine when NO project is open, once openening one, it's "buffering" and then just freezes.

Please see the screenshot.

Kr,

M.

Report · Jun 04, 2020

Thanks for the details, Matthias. Is it happening with all the existing projects? Have you tried opening the projects from a different location (like your desktop)?

GPU is one of the reasons that can cause such issues. Would you mind disabling the GPU from Device Manager and check if you are able to create new projects or open existing one? Here's how: https://www.computerhope.com/issues/ch001900.htm#:~:text=Access%20the%20Device%20Manager%20in,select...

If you have multiple GPUs installed, disable them one by one and test.

Let us know how it goes.

Thanks,

Nishu

Report · Jun 04, 2020

1) All other projects, regardless of their location

2) Nope, no luck either.

Report · Jun 08, 2020

Do you happen to have some other ideas I can try? I have for now reverted to the previous version.

Report · Jun 12, 2020

Hi,

you have any update on this issue?

Many thanks,

Matthias

Report · Jun 17, 2020

Sorry for the delay in response, Matthias. Could you check if After Effects is generating any crash logs? Here's how: https://community.adobe.com/t5/after-effects/faq-how-to-find-after-effects-crash-logs-on-your-comput...

Please share if you find any.

Thanks,

Nishu

Report · Sep 02, 2020

There are none. The same happens with version 17.1.3.

Edit: Sorry also for my late reply!