Creative Cloud crashes my premiere pro upon installation. Followed by an Error

[JoshZhang1]

Hey! I'm trying to download Premiere Pro and CC on my computer but every time my CC finishes downloading my premiere pro it always crashes and gives me an error message. So I send report and it tells me that my Premiere Pro isn't updated despite it being Up To Date. So I decided to use the Creative Cloud Cleaner Tool. I made sure to back up some files and log it before completely cleaning it entirely. Unfortunately, this solution has failed me many times since I kept trying to use the CC Cleaner tool and the error still pops up. So I'm trying to figure out what the issue here is.

[kglad]

make sure your computer meets premiere pro specs - https://helpx.adobe.com/creative-cloud/system-requirements.html

then, if it does, remove premiere pro's preferences file(s).

and install the cc desktop app by using the alternative download links at page bottom here, https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

[JoshZhang1]

Where do I find the preference file(s)?

[kglad]

https://helpx.adobe.com/premiere-pro/using/preferences.html#:~:text=Preferences%20are%20stored%20in%...

[JoshZhang1]

so do I install premiere pro after installing the creative cloud from the alternative links?

[kglad]

yes. use the cc desktop app to install premiere

[JoshZhang1]

Nevermind. I found them and installing them right now

[jane-e]

@JoshZhang1 

Did you fill out and send the crash report, including your Adobe ID email? The Premiere Pro team means it when they say they analyze every report.

Here is the direct link for the Premiere Pro forum, where Staff is active:

https://community.adobe.com/t5/premiere-pro/ct-p/ct-premiere-pro

Jane

[JoshZhang1]

thanks!

[JoshZhang1]

Thanks! kglad! I got it working when I downloaded Premiere Pro from Creative Cloud!

[kglad]

you're welcome.

[Josh39009294igb1]

Hey kglad! It's me! The same person but on an alt account for personal workings. I am struggling with the same issue except this time and its much different! Like I tried your method of removing the preference file and then reinstalling CC through the alternative link you gave and then download premiere pro. But then that solution doesn't work because this appears again somehow. I'm getting real annoyed. Sometimes the error appears, sometimes the loading page of Premiere Pro stops and closes itself.

Sidenote: Whenever my Premiere Pro is finished installing, it opens and closes itself.

[JoshZhang1]

This is the same account but an alt. I'm desperate for an answer on how to solve it. I dont want to quit Premiere Pro and somehow cleaning it with removing the preference file, Adobe CC Cleaner Tool, and then reinstalling it alternatively

[Bruce Bullis]

Hi again Josh,

Sorry, but I'm still not understanding...

Is the email address you've associated with JoshZhang1, the address you're using in Adobe crash reports you may have sent us? 

What version of PPro did you previously have installed? 

You mentioned that installing PPro via CC Desktop was new; how else have you been installing Adobe software? Enterprise deployment?

[Josh39009294igb1]

my email address is jacky.zhang4@student.tdsb.on.ca. That's the gmail I have associated with Premiere Pro. It's a school account that I have used throughout the years. Additionally, I downloaded Premiere Pro from CC and I got CC from this link:
https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

Basically I alternatively downloaded CC from this link when I scrolled down to the bottom. Then after, I downloaded Premiere Pro. Also the version I had was the updated version. 24.5

[kglad]

did you remove your premiere pro preference files?