Update to 12.0.1 - AE & PP won't open

Report · Jan 25, 2018

Hello,

We have a team of folks on macs, one is on high sierra and the others are on Sierra. We all upgraded to the newest release of 12.0.0 together. The person with high sierra is a brand new install with no third party plug-ins, everyone else is on Sierra. Three of us use animation composer for AE & film impact for PP. The animation team uses various plug-ins.

When we pushed the update to 12.0.1, none of us could open the program. Not the fresh install on high sierra and not the existing users on Sierra. This is the error message we get on both Sierra & High Sierra computers.

Since there's no rhyme or reason here, especially with one being a brand new clean install of high sierra, on a new to him macbook pro, and everyone else having the same issues with PP & AE, what the heck is happening? Twitter help told a colleague to:

For those of you who are having issues with the 12.0.1 update for Premiere, After Effects, etc this is what Adobe suggested as a solution to the problem:

Please try these steps on your co-worker’s machines. Close all Adobe applications in Activity Monitor.

• Double click on blank desktop screen first.

• Now on top left corner of the screen (near Apple Icon), click on Go > Go to Folder.

Location 1: In the box type ~/Library/Application Support.

Location 2: In the box type ~/Library/Preferences.

Location 3: Documents folder.

I'm concerned about renaming all of Application Support since it's more than just PP & AE we are changing. Plus - we are mid-project (80 videos are due in less than a month). I need some guidance from Adobe Technical Support. Thanks!

Report · Jan 25, 2018

[moved from Adobe Creative Cloud to Deployment for Creative Cloud for Team, Enterprise, & CS]

Report · Jan 25, 2018

Thanks for moving this over. I didn't consider it could be an enterprise issue.

Report · Jan 29, 2018

If I understand correctly, the advice is to delete the preferences file for Premiere rather than the entire folder. Deleting the file below will not cause a problem, the preferences file will be recreated on relaunch of the application.

Preferences are stored in the following location:

For Mac OS: <drive>/Users/<username>Library/Preferences/com.adobe.AdobePremierePro.plist

Configure preference settings in Premiere Pro

Report · Feb 01, 2018

Thanks. We will give this upgrade a shot once we finish our deliverables. Any idea why it's happening on Enterprise cloud accounts and not personal?

Report · Feb 13, 2018

Anyone? Now this is popping up on photoshop. The ONLY person not having a problem is also the ONLY person NOT on an enterprise account.

Help!

Report · Feb 13, 2018

If you have an enterprise ETLA I would open a support case via your Admin Console. That will allow us to gather the necessary logs and dig into this problem.

Report · Feb 13, 2018

Thank you. Now how the heck do I do that?

Report · Feb 13, 2018

Here's the text log of my issue when trying to open photopshop:

Process:	Adobe Photoshop CC 2018 [17786]
Path:	/Applications/Adobe Photoshop CC 2018/Adobe Photoshop CC 2018.app/Contents/MacOS/Adobe Photoshop CC 2018
Identifier:	com.adobe.Photoshop
Version:	19.1.1 (19.1.1.495)
Code Type:	X86-64 (Native)
Parent Process:	??? [1]
Responsible:	Adobe Photoshop CC 2018 [17786]
User ID:	501

Date/Time:	2018-02-13 14:25:06.897 -0500
OS Version:	Mac OS X 10.12.6 (16G29)
Report Version:	12
Anonymous UUID:	DFA0A2DB-14F2-FE04-4B77-8F5DB5C2F6DC

Time Awake Since Boot: 25000 seconds

System Integrity Protection: enabled

Crashed Thread:

0

Exception Type:	EXC_CRASH (SIGABRT)
Exception Codes:	0x0000000000000000, 0x0000000000000000
Exception Note:	EXC_CORPSE_NOTIFY

Termination Reason:

DYLD, [0x1] Library missing

Application Specific Information:

dyld: launch, loading dependent libraries

Dyld Error Message:

Library not loaded: @executable_path/../Frameworks/AdobeCrashReporter.framework/Versions/A/AdobeCrashReporter

Referenced from: /Applications/Adobe Photoshop CC 2018/Adobe Photoshop CC 2018.app/Contents/MacOS/Adobe Photoshop CC 2018

Reason: no suitable image found. Did find:

/Applications/Adobe Photoshop CC 2018/Adobe Photoshop CC 2018.app/Contents/MacOS/../Frameworks/AdobeCrashReporter.framework/Versions/A/AdobeCrashReporter: open() failed with errno=13

Binary Images:

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Model: MacBookPro11,5, BootROM MBP114.0172.B25, 4 processors, Intel Core i7, 2.8 GHz, 16 GB, SMC 2.30f2

Graphics: AMD Radeon R9 M370X, AMD Radeon R9 M370X, PCIe, 2048 MB

Graphics: Intel Iris Pro, Intel Iris Pro, Built-In

Memory Module: BANK 0/DIMM0, 8 GB, DDR3, 1600 MHz, 0x802C, 0x31364B544631473634485A2D314736453120

Memory Module: BANK 1/DIMM0, 8 GB, DDR3, 1600 MHz, 0x802C, 0x31364B544631473634485A2D314736453120

AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0x152), Broadcom BCM43xx 1.0 (7.21.171.130.1a1)

Bluetooth: Version 5.0.5f1, 3 services, 27 devices, 1 incoming serial ports

Network Service: Display Ethernet, Ethernet, en4

Network Service: Thunderbolt Bridge, Ethernet, bridge0

Network Service: Wi-Fi, AirPort, en0

PCI Card: Apple 57761-B0, Ethernet Controller, Thunderbolt@189,0,0

PCI Card: pci11c1,5901, IEEE 1394 Open HCI, Thunderbolt@188,0,0

PCI Card: pci12d8,400e, USB Open Host Controller, Thunderbolt@187,0,0

PCI Card: pci12d8,400e, USB Open Host Controller, Thunderbolt@187,0,1

PCI Card: pci12d8,400f, USB Enhanced Host Controller, Thunderbolt@187,0,2

PCI Card: ethernet, Ethernet Controller, Thunderbolt@195,0,0

PCI Card: pci1b21,612, AHCI Controller, Thunderbolt@193,0,0

PCI Card: pci1b73,1100, USB eXtensible Host Controller, Thunderbolt@194,0,0

PCI Card: pci1b73,1100, USB eXtensible Host Controller, Thunderbolt@199,0,0

Serial ATA Device: APPLE SSD SM1024G, 1 TB

USB Device: USB 2.0 Bus

USB Device: Hub

USB Device: FaceTime HD Camera (Display)

USB Device: Apple Thunderbolt Display

USB Device: Display Audio

USB Device: USB 3.0 Bus

USB Device: G-DRIVE with Thunderbolt USB 3.0

USB Device: G-RAID with Thunderbolt

USB Device: USB audio CODEC

USB Device: USB 3.0 Bus

USB Device: USB3.1 Hub

USB Device: Hub

USB Device: LG UltraFine Display Camera

USB Device: USB2.1 Hub

USB Device: Keyboard Hub

USB Device: Apple Keyboard

USB Device: Hub

USB Device: USB Controls

USB Device: USB Audio

USB Device: USB 3.0 Bus

USB Device: Apple Internal Keyboard / Trackpad

USB Device: Bluetooth USB Host Controller

Thunderbolt Bus: MacBook Pro, Apple Inc., 27.1

Thunderbolt Device: Thunderbolt Display, Apple Inc., 1, 26.2

Thunderbolt Device: Academic-NAS, Intel Corp.

Report · Feb 13, 2018

Report · Feb 13, 2018

We are on the initial 2018 release of all the other apps - the new releases don't work at all.

Report · Feb 14, 2018

I have sent you a DM with details of your account admins within your organisation who can open a support ticket.

Update to 12.0.1 - AE & PP won't open

1 Correct answer