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Crash when the Save, Open or Import Window Opens

New Here ,
Jul 14, 2024 Jul 14, 2024

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Hi,

I'm currently getting the same Crashes on a System that used to Run After Effects 2023 fine last year.

Also updated to 2024 and reset everything but still didn't resolve the issue.

 

The Software itself runs fine but whenever I either click Open, Import or Save and the Explorer window opens After Effects immediatly crashes. Shown crash report on screen is always:

Rebecca28031910uv5p_0-1720941636186.png

I also enabled crash report and looked through the report, the error alerts are:

 

- Ticks = 25687 <5632> <ALOG> <5> EGG PromptUserThenDie lastmesg="<5632> <ALOG> <5> BEE Command Do Set BG Color

 

-Ticks = 25687 <5632> <ALOG> <5> U U_Sev_PROBLEM After Effects error: Crash in progress. Last logged message was: <5632> <ALOG> <5> BEE Command Do Set BG Color

 

Does anyone have an idea what could cause this? Other programs like Photoshop run fine when I open the explorer windows.

 

Thank you for any help and suggestion

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Import and export

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Community Expert ,
Jul 14, 2024 Jul 14, 2024

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Is the graphic card driver updated to the most recent version? 

try resetting AE preferences settings and restart your computer 

 

if the problem persists, roll back to AE 2023 

 

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New Here ,
Jul 15, 2024 Jul 15, 2024

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Thank you but sadly this didn't work.

The previous version 2023 was the one that stopped working and now I'm on 2024.
I also reset everything, started in safe mode and had 3rd Party Plugins disabled.
Also latest NVidia Driver.

 

But...there is a new error now today when I open the Explorer:

Rebecca28031910uv5p_0-1721066275693.png

 

 

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Adobe Employee ,
Jul 15, 2024 Jul 15, 2024

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Can you try changing the permissions as suggested in the following article: https://adobe.ly/467OF7y

Let us know how it goes. Moving this thread from Bugs to Discussions for troubleshooting.

 

Thanks,
Nishu

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New Here ,
Jul 16, 2024 Jul 16, 2024

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Hi thank you, I tried that but still crashes

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New Here ,
Sep 18, 2024 Sep 18, 2024

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Also have an artist that is experiencing the same issue. It's got to be user based though since under my user account I'm able to open up the Open, Import, and Save Explorer dialogues but under the artist's user AfterEffects crashes immediately.

We've tried renaming all the user preference folders and see them being recreated so it doesn't seem to be any of those folders. Maybe there's something else that's causing the windows explorer windows to crash since the Adobe specific ones like Preferences don't cause the program to crash.

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New Here ,
Sep 25, 2024 Sep 25, 2024

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Was able to work through the issue with Support and discovered it was Aspera Connect installed for the user on the system that was causing AE and PPro to crash whenever the Explorer dialogue windows were opening. 

 

This was confirmed by uninstalling Aspera Connect for the user who was then immediately able to open up and import footage again. There has been no workaround that I know of yet except to uninstall Aspera Connect.

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New Here ,
Nov 28, 2024 Nov 28, 2024

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In this post, find a workaround to keep Aspera installed:
https://community.adobe.com/t5/premiere-pro-discussions/crashing-when-accessing-file-explorer/td-p/1...

"The problem is Aspera Connect. If you have to use both programs like I do, uninstall Aspera Connect and reinstall it, on the installation box uncheck the "Register the Aspera Drive Shell Extension" option. You can also disable the extension without uninstalling like in this link: Disabling the Aspera Drive shell extension in Windows Explorer - IBM Documentation." by  

It worked for me.

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