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After effects CC 2020 keep crashing during loading the software

New Here ,
Jul 29, 2020

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Hello! I'm new here but I hope some people can help me with my problem T_T

Actually, I recently got AE CC2020 from school. At the beginning, it worked absolutely fine, I launched the software perfectly and all (it was last week). Now, I have to use it for a school project BUT when I try to launch AE CC2020 again, it crash each time during the loading. I tried to restart the computer or uninstall then re-install AE but the issue is still here.

 

Here is the report that pop up when it crash: 

 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="2.3.0" clientVersion="2.3.0" applicationName="After Effects" applicationVersion="17.0" build="555" source="Windows-Client">
<time year="2020" month="7" day="29" hour="23" minute="54" second="28" timeoffset="60" timezone="Paris, Madrid (heure d’été)"/>
<user guid="9abdc03f-62ec-4ae9-9033-c1a30ae219a1"/>
<system platform="Windows 10 Home" osversion="10.0" osbuild="18363" applicationlanguage="fr-fr" userlanguage="fr-FR" oslanguage="fr-FR" ram="8112" machine="Intel(R) Core(TM) i5-9300HF CPU @ 2.40GHz" model="Intel64 Family 6 Model 158 Stepping 13" cpuCount="8" cpuType="8664" cpuFreq="2400 MHz"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce GTX 1650" description="NVIDIA GeForce GTX 1650" driverDate="20200131000000.000000-000" driverVersion="26.21.14.4223" videoModeDescription="1920 x 1080 x 4294967296 couleurs" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_1F91&#38;SUBSYS_3A4117AA&#38;REV_A1&#92;4&#38;306C4D27&#38;0&#38;0008" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x0000000000000000">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="1" address="0x0000000004DF4F1F" symbolname="dvaappsupport::IMSConnection::FetchAccounts"/>
<stackStatement index="2" address="0x00000000047E6896" symbolname="EACL::UtilsIMS::FetchAccessTokenAsync"/>
<stackStatement index="3" address="0x00000000044827AC" symbolname="EACL::operator=="/>
<stackStatement index="4" address="0x0000000004595195" symbolname="EACL::HostedLogin::GetCreativeCloudIdentity"/>
<stackStatement index="5" address="0x00000000045934AA" symbolname="EACL::ExportFeatureSettings::ShouldUseAdvancedWorkflow"/>
<stackStatement index="6" address="0x0000000004594093" symbolname="EACL::HostedLogin::GetCreativeCloudIdentity"/>
<stackStatement index="7" address="0x00000000045950ED" symbolname="EACL::HostedLogin::GetCreativeCloudIdentity"/>
<stackStatement index="8" address="0x00000000045D3474" symbolname="EACL::Initialize"/>
<stackStatement index="9" address="0x000000000C959FCE" symbolname="EAMedia::Initialize"/>
<stackStatement index="10" address="0x000000000BDD7AD5" symbolname="PREM_Birth"/>
<stackStatement index="11" address="0x00000001817A7596" symbolname="NIM_SetCmdName"/>
<stackStatement index="12" address="0x000000018174F0C5" symbolname="CEggApp::BirthPkgGrpD"/>
<stackStatement index="13" address="0x000000018175671D" symbolname="CEggApp::IEggApp"/>
<stackStatement index="14" address="0x0000000181710CED" symbolname="CEggApp::CEggApp"/>
<stackStatement index="15" address="0x0000000181777D79" symbolname="egg::dynamiclinksupport::SetMemoryLimits"/>
<stackStatement index="16" address="0x00000001812B2283" symbolname="AEWinMain"/>
<stackStatement index="17" address="0x000000014000265B" symbolname="unknown"/>
<stackStatement index="18" address="0x0000000140003502" symbolname="unknown"/>
<stackStatement index="19" address="0x000000014000394E" symbolname="unknown"/>
<stackStatement index="20" address="0x00007FFF0FD87BD4" symbolname="BaseThreadInitThunk"/>
<stackStatement index="21" address="0x00007FFF1022CE51" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000004E74450"/>
<register name="RBX" value="0x0000000000000000"/>
<register name="RCX" value="0x0000000000000000"/>
<register name="RDX" value="0x000000002CF9E380"/>
<register name="RSI" value="0x000000002CF9E380"/>
<register name="RDI" value="0x0000000000BFDAA8"/>
<register name="RSP" value="0x0000000000BFD9E8"/>
<register name="RBP" value="0x000000003D988810"/>
<register name="RIP" value="0x0000000000000000"/>
<register name="EFL" value="0x0000000000010202"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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<dumpType>
Mini
</dumpType>
</crash>

</crashreport>

 

Thank you for trying to help me! 

It works! I just reinstall Adobe creative cloud because It wasn't correctly installed and needed to be repair! Then I just reinstall AE from it again!

 

Thank you!

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After effects CC 2020 keep crashing during loading the software

New Here ,
Jul 29, 2020

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Hello! I'm new here but I hope some people can help me with my problem T_T

Actually, I recently got AE CC2020 from school. At the beginning, it worked absolutely fine, I launched the software perfectly and all (it was last week). Now, I have to use it for a school project BUT when I try to launch AE CC2020 again, it crash each time during the loading. I tried to restart the computer or uninstall then re-install AE but the issue is still here.

 

Here is the report that pop up when it crash: 

 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="2.3.0" clientVersion="2.3.0" applicationName="After Effects" applicationVersion="17.0" build="555" source="Windows-Client">
<time year="2020" month="7" day="29" hour="23" minute="54" second="28" timeoffset="60" timezone="Paris, Madrid (heure d’été)"/>
<user guid="9abdc03f-62ec-4ae9-9033-c1a30ae219a1"/>
<system platform="Windows 10 Home" osversion="10.0" osbuild="18363" applicationlanguage="fr-fr" userlanguage="fr-FR" oslanguage="fr-FR" ram="8112" machine="Intel(R) Core(TM) i5-9300HF CPU @ 2.40GHz" model="Intel64 Family 6 Model 158 Stepping 13" cpuCount="8" cpuType="8664" cpuFreq="2400 MHz"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce GTX 1650" description="NVIDIA GeForce GTX 1650" driverDate="20200131000000.000000-000" driverVersion="26.21.14.4223" videoModeDescription="1920 x 1080 x 4294967296 couleurs" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_1F91&#38;SUBSYS_3A4117AA&#38;REV_A1&#92;4&#38;306C4D27&#38;0&#38;0008" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x0000000000000000">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="1" address="0x0000000004DF4F1F" symbolname="dvaappsupport::IMSConnection::FetchAccounts"/>
<stackStatement index="2" address="0x00000000047E6896" symbolname="EACL::UtilsIMS::FetchAccessTokenAsync"/>
<stackStatement index="3" address="0x00000000044827AC" symbolname="EACL::operator=="/>
<stackStatement index="4" address="0x0000000004595195" symbolname="EACL::HostedLogin::GetCreativeCloudIdentity"/>
<stackStatement index="5" address="0x00000000045934AA" symbolname="EACL::ExportFeatureSettings::ShouldUseAdvancedWorkflow"/>
<stackStatement index="6" address="0x0000000004594093" symbolname="EACL::HostedLogin::GetCreativeCloudIdentity"/>
<stackStatement index="7" address="0x00000000045950ED" symbolname="EACL::HostedLogin::GetCreativeCloudIdentity"/>
<stackStatement index="8" address="0x00000000045D3474" symbolname="EACL::Initialize"/>
<stackStatement index="9" address="0x000000000C959FCE" symbolname="EAMedia::Initialize"/>
<stackStatement index="10" address="0x000000000BDD7AD5" symbolname="PREM_Birth"/>
<stackStatement index="11" address="0x00000001817A7596" symbolname="NIM_SetCmdName"/>
<stackStatement index="12" address="0x000000018174F0C5" symbolname="CEggApp::BirthPkgGrpD"/>
<stackStatement index="13" address="0x000000018175671D" symbolname="CEggApp::IEggApp"/>
<stackStatement index="14" address="0x0000000181710CED" symbolname="CEggApp::CEggApp"/>
<stackStatement index="15" address="0x0000000181777D79" symbolname="egg::dynamiclinksupport::SetMemoryLimits"/>
<stackStatement index="16" address="0x00000001812B2283" symbolname="AEWinMain"/>
<stackStatement index="17" address="0x000000014000265B" symbolname="unknown"/>
<stackStatement index="18" address="0x0000000140003502" symbolname="unknown"/>
<stackStatement index="19" address="0x000000014000394E" symbolname="unknown"/>
<stackStatement index="20" address="0x00007FFF0FD87BD4" symbolname="BaseThreadInitThunk"/>
<stackStatement index="21" address="0x00007FFF1022CE51" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000004E74450"/>
<register name="RBX" value="0x0000000000000000"/>
<register name="RCX" value="0x0000000000000000"/>
<register name="RDX" value="0x000000002CF9E380"/>
<register name="RSI" value="0x000000002CF9E380"/>
<register name="RDI" value="0x0000000000BFDAA8"/>
<register name="RSP" value="0x0000000000BFD9E8"/>
<register name="RBP" value="0x000000003D988810"/>
<register name="RIP" value="0x0000000000000000"/>
<register name="EFL" value="0x0000000000010202"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

<binaryImageSet>
<binaryImage start="0x0000000140000000" end="0x000000014017C000" path="adobe\AfterFX.exe"/>
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<dumpType>
Mini
</dumpType>
</crash>

</crashreport>

 

Thank you for trying to help me! 

It works! I just reinstall Adobe creative cloud because It wasn't correctly installed and needed to be repair! Then I just reinstall AE from it again!

 

Thank you!

TOPICS
Crash, Error or problem, FAQ, Freeze or hang, How to

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Jul 29, 2020 0
Most Valuable Participant ,
Jul 29, 2020

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It says that the CC app can't verify your account. You may need to connect it to a (different) network and sign in again.

 

Mylenium

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Jul 29, 2020 0
Adobe Community Professional ,
Jul 29, 2020

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try a clean installation by cleaning your existing CC using the Creative Cloud Cleaner Tool

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

 

 

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Jul 29, 2020 0
Adobe Employee ,
Jul 30, 2020

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Hi Thiasuna,

 

Sorry for your issue.

Did you try the steps suggested by the experts? Did they help? If not, please try the suggestions mentioned in the following article: https://community.adobe.com/t5/after-effects/faq-how-to-fix-common-after-effects-crashes/td-p/106841...

Let us know how it goes.

 

Thanks,

Nishu

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Jul 30, 2020 0
New Here ,
Aug 01, 2020

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It works! I just reinstall Adobe creative cloud because It wasn't correctly installed and needed to be repair! Then I just reinstall AE from it again!

 

Thank you!

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Aug 01, 2020 0