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AE crashes upon startup

Community Beginner ,
Jan 24, 2019

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Hello everybody,

I'm having trouble making my After Effect trial version work -.-

As soon as I open the app from the CC, the loading window starts and after a few seconds another window opens saying that the app has crashed with the option of sending a crash report to Adobe. 

Is there anyway I can post a crash report in this forum for further trouble shooting?

P.S.: Already watched dozens of Youtube HowTo's but nothing has worked so far. Very frustrating...

Thanks for your answers!

Matt

Adobe Community Professional
Correct answer by Byron Cortez | Adobe Community Professional

The CC Cleaner Tool clears you up to the last name if you want hahaha. My suggestion is that you try, at this point I have learned that with technology and digital tools it is always better to leave doubts making tests and mistakes with a little common sense. Also, what are 30 minutes? nothing.

Use the Creative Cloud Cleaner Tool to solve installation problems

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AE crashes upon startup

Community Beginner ,
Jan 24, 2019

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Hello everybody,

I'm having trouble making my After Effect trial version work -.-

As soon as I open the app from the CC, the loading window starts and after a few seconds another window opens saying that the app has crashed with the option of sending a crash report to Adobe. 

Is there anyway I can post a crash report in this forum for further trouble shooting?

P.S.: Already watched dozens of Youtube HowTo's but nothing has worked so far. Very frustrating...

Thanks for your answers!

Matt

Adobe Community Professional
Correct answer by Byron Cortez | Adobe Community Professional

The CC Cleaner Tool clears you up to the last name if you want hahaha. My suggestion is that you try, at this point I have learned that with technology and digital tools it is always better to leave doubts making tests and mistakes with a little common sense. Also, what are 30 minutes? nothing.

Use the Creative Cloud Cleaner Tool to solve installation problems

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372

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Jan 24, 2019 0
Adobe Community Professional ,
Jan 24, 2019

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Have you tried to open After Effecs as an Administrator?

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Jan 24, 2019 0
Community Beginner ,
Jan 24, 2019

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Yes, I already tried. Didn't work.

Seems like I figured out how to access the raw crash report. Here it is, maybe it helps to identify the problem:

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="2.1.1" clientVersion="2.1.1" applicationName="After Effects" applicationVersion="16.0.1" build="48" source="Windows-Client">

<time year="2019" month="1" day="24" hour="18" minute="30" second="35" timeoffset="60" timezone="Mitteleuropäische Zeit"/>

<user guid="dfa3b5de-0818-46b3-8257-951b7fe5cca6"/>

<system platform="Windows 10 Home" osversion="10.0" osbuild="17134" applicationlanguage="en-us" userlanguage="de-DE" oslanguage="de-DE" ram="8107" machine="Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz" model="Intel64 Family 6 Model 78 Stepping 3" cpuCount="4" cpuType="8664" cpuFreq="2592 MHz"/>

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFFDB55FF79">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFFDB55FF79" symbolname="getJITVersion"/>

<stackStatement index="1" address="0x00007FFFDB73F0A0" symbolname="OpenVulkanCompiler"/>

<stackStatement index="2" address="0x00000000000000D0" symbolname="unknown"/>

<stackStatement index="3" address="0x00007FFFDB55FEF0" symbolname="getJITVersion"/>

<stackStatement index="4" address="0x00007FFFD8F18EC6" symbolname="OpenAdapter12"/>

<stackStatement index="5" address="0x00007FFFD8F18952" symbolname="OpenAdapter12"/>

<stackStatement index="6" address="0x00007FFFD8F187C4" symbolname="OpenAdapter12"/>

<stackStatement index="7" address="0x00007FFFD8EA0332" symbolname="OpenAdapter12"/>

<stackStatement index="8" address="0x00007FF80BF8A9A7" symbolname="D3D12CoreCreateLayeredDevice"/>

<stackStatement index="9" address="0x00007FF80BF8ACE4" symbolname="D3D12CoreCreateLayeredDevice"/>

<stackStatement index="10" address="0x00007FF80BF8A13C" symbolname="D3D12CoreCreateLayeredDevice"/>

<stackStatement index="11" address="0x00007FF80BF825E9" symbolname="unknown"/>

<stackStatement index="12" address="0x00007FF80BF92F32" symbolname="D3D12CoreCreateLayeredDevice"/>

<stackStatement index="13" address="0x00007FF80BF824A5" symbolname="unknown"/>

<stackStatement index="14" address="0x00007FF80BF823E4" symbolname="unknown"/>

<stackStatement index="15" address="0x00007FF80BFBAFEC" symbolname="D3D12CreateDevice"/>

<stackStatement index="16" address="0x00000000501ED12F" symbolname="zip_unchange_archive"/>

<stackStatement index="17" address="0x00000000501E341B" symbolname="zip_unchange_archive"/>

<stackStatement index="18" address="0x00000000501F3482" symbolname="zip_unchange_archive"/>

<stackStatement index="19" address="0x00000000501F2726" symbolname="zip_unchange_archive"/>

<stackStatement index="20" address="0x000000005010706F" symbolname="zip_unchange_archive"/>

<stackStatement index="21" address="0x000000004FE6BB67" symbolname="CTJPEGWriter::CTJPEGWriter"/>

<stackStatement index="22" address="0x000000004FE6B4D3" symbolname="CTJPEGWriter::CTJPEGWriter"/>

<stackStatement index="23" address="0x000000004FE607D3" symbolname="CTJPEGWriter::CTJPEGWriter"/>

<stackStatement index="24" address="0x0000000050893624" symbolname="RecordTag"/>

<stackStatement index="25" address="0x0000000050892FD2" symbolname="RecordTag"/>

<stackStatement index="26" address="0x000000004FE7A161" symbolname="EntryFM"/>

<stackStatement index="27" address="0x000000000965E211" symbolname="D_PST_InventAGIFOptionsH"/>

<stackStatement index="28" address="0x000000000965AE5A" symbolname="D_PST_InventAGIFOptionsH"/>

<stackStatement index="29" address="0x000000000965C1D5" symbolname="D_PST_InventAGIFOptionsH"/>

<stackStatement index="30" address="0x000000000E7FE80C" symbolname="PLUG_RoutineDesc::~PLUG_RoutineDesc"/>

<stackStatement index="31" address="0x000000000E7FEEB0" symbolname="PLUG_RoutineDesc::~PLUG_RoutineDesc"/>

<stackStatement index="32" address="0x000000000E7FE43A" symbolname="PLUG_RoutineDesc::~PLUG_RoutineDesc"/>

<stackStatement index="33" address="0x000000000E7FF1D6" symbolname="PLUG_RoutineDesc::~PLUG_RoutineDesc"/>

<stackStatement index="34" address="0x000000000E7FF51A" symbolname="PLUG_RoutineDesc::~PLUG_RoutineDesc"/>

<stackStatement index="35" address="0x000000000E7FE4B9" symbolname="PLUG_RoutineDesc::~PLUG_RoutineDesc"/>

<stackStatement index="36" address="0x000000000E7FF1D6" symbolname="PLUG_RoutineDesc::~PLUG_RoutineDesc"/>

<stackStatement index="37" address="0x000000000E7F9225" symbolname="PLUG_Search"/>

<stackStatement index="38" address="0x0000000008BD5859" symbolname="aelib::Death"/>

<stackStatement index="39" address="0x0000000008BCFEA6" symbolname="aelib::InitIterator::operator++"/>

<stackStatement index="40" address="0x0000000181E15F3E" symbolname="CEggApp::BirthPlugins"/>

<stackStatement index="41" address="0x0000000181E1F51D" symbolname="CEggApp::IEggApp"/>

<stackStatement index="42" address="0x0000000181DCBE46" symbolname="CEggApp::CEggApp"/>

<stackStatement index="43" address="0x0000000181E4D54B" symbolname="egg::dynamiclinksupport::SetMemoryLimits"/>

<stackStatement index="44" address="0x00000001818B32F3" symbolname="AEWinMain"/>

<stackStatement index="45" address="0x0000000140002C38" symbolname="unknown"/>

<stackStatement index="46" address="0x00000001400038BD" symbolname="unknown"/>

<stackStatement index="47" address="0x0000000140003EDA" symbolname="unknown"/>

<stackStatement index="48" address="0x00007FF838153DC4" symbolname="BaseThreadInitThunk"/>

<stackStatement index="49" address="0x00007FF83A293691" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x0000000000009D48"/>

<register name="RBX" value="0x00000000000000D0"/>

<register name="RCX" value="0x00000000000000D0"/>

<register name="RDX" value="0x00007F73DB73F0A0"/>

<register name="RSI" value="0x00007FFFDB73F0A0"/>

<register name="RDI" value="0x0000008C00000000"/>

<register name="RSP" value="0x0000000000BF96D8"/>

<register name="RBP" value="0x0000000000BFA330"/>

<register name="RIP" value="0x00007FFFDB55FF79"/>

<register name="EFL" value="0x0000000000010207"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>

<binaryImageSet>

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<binaryImage start="0x00007FF836B30000" end="0x00007FF836B50000" path="win32u.dll"/>

<binaryImage start="0x0000000180000000" end="0x0000000183655000" path="adobe\AfterFXLib.dll"/>

<binaryImage start="0x00007FF839E70000" end="0x00007FF839E98000" path="gdi32.dll"/>

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<binaryImage start="0x00007FF832320000" end="0x00007FF832364000" path="wdmaud.drv"/>

<binaryImage start="0x00007FF832310000" end="0x00007FF83231D000" path="msacm32.drv"/>

<binaryImage start="0x00007FF8322E0000" end="0x00007FF8322EA000" path="midimap.dll"/>

<binaryImage start="0x00007FF8065A0000" end="0x00007FF80662F000" path="dsound.dll"/>

<binaryImage start="0x000000003FF90000" end="0x000000003FFB8000" path="adobe\ExporterAIFF.prm"/>

<binaryImage start="0x0000000040160000" end="0x000000004022B000" path="adobe\ExporterMP3.prm"/>

<binaryImage start="0x0000000040240000" end="0x000000004027D000" path="adobe\ExporterWave.prm"/>

<binaryImage start="0x00007FF832210000" end="0x00007FF832226000" path="NapiNSP.dll"/>

<binaryImage start="0x00007FF8321B0000" end="0x00007FF8321CA000" path="pnrpnsp.dll"/>

<binaryImage start="0x00007FF831B70000" end="0x00007FF831B89000" path="nlaapi.dll"/>

<binaryImage start="0x00007FF833280000" end="0x00007FF83328E000" path="winrnr.dll"/>

<binaryImage start="0x000000004FAD0000" end="0x0000000055529000" path="adobe\Camera Raw.8bi"/>

<binaryImage start="0x00007FF80BF80000" end="0x00007FF80C112000" path="D3D12.dll"/>

<binaryImage start="0x00007FFFD8E20000" end="0x00007FFFD924C000" path="igd12umd64.dll"/>

</binaryImageSet>

<dumpType>

Full

</dumpType>

</crash>

</crashreport>

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Jan 24, 2019 0
Adobe Community Professional ,
Jan 24, 2019

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Uninstall After Effects with the CC Cleaner Tool and reinstall.

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Jan 24, 2019 0
Community Beginner ,
Jan 24, 2019

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Will uninstalling it with the CCleaner have the same effect as uninstalling it from the CC panel or from the Windows App Settings directly? Because I already did this with both of the latter and the error remained.

By contrast it takes 30 minutes to reinstall. Just wanted to know that, before I start to uninstall it again using CCleaner this time... thanks!

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Jan 24, 2019 0
Adobe Community Professional ,
Jan 24, 2019

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The CC Cleaner Tool clears you up to the last name if you want hahaha. My suggestion is that you try, at this point I have learned that with technology and digital tools it is always better to leave doubts making tests and mistakes with a little common sense. Also, what are 30 minutes? nothing.

Use the Creative Cloud Cleaner Tool to solve installation problems

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Jan 24, 2019 0
Community Beginner ,
Jan 24, 2019

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haha well, I guess it takes much longer than that, maybe 1 hour. But I'll let you know afterwards if this finally fixed the problem

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Jan 24, 2019 0
Community Beginner ,
Jan 24, 2019

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It worked !!!! Thank you so much byroncortezh for your help

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Jan 24, 2019 1
Adobe Community Professional ,
Jan 28, 2019

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How nice to read this, sorry for just answering I disconnected for a few days.

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Jan 28, 2019 1
New Here ,
Oct 23, 2020

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Hi Byron and Matt,

 

I chanced upon this and I am having the same problem Matt is having with AE 17.5. It goes through the entire startup process but crashes when the screen comes up. I've looked at the crash report of Matt and it looks similar to the crash report I am getting. Byron, I've already uninstalled using the Creative Cloud Cleaner app several times to no avail. Hope you can suggest any other steps I can take.

 

Thanks

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Oct 23, 2020 0