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Prelude CC 2017 (PC) crashes on startup every time - HELP

Community Beginner ,
Feb 21, 2017

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CONFIG:

  • Windows 10 64bit
  • Surface Book with doc, Intel Core i7 @ 2.81 GHz
  • In a workgroup, not a domain
  • external monitor
  • 8 gig RAM

REPRO

  • start Prelude
  • Prelude crashes every time

FIX ATTEMPTS (non worked)

  • running in compatibility mode (Win 8, Win7)
  • running as admin
  • renaming EXE
  • disconnecting external monitor and Surface Book dock

Hi dancrobbins,

Sorry for the inconvenience.

Please try following steps:

1. Delete folder present at:  "C:\Users\[***]\AppData\Roaming\Adobe\Prelude"

2. Restart your machine

3. Uninstall Prelude.

4. Install Prelude.

5. Again restart your machine.

6. Try to launch Prelude.

I hope it will help.

Thanks,

Swayadav

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Prelude CC 2017 (PC) crashes on startup every time - HELP

Community Beginner ,
Feb 21, 2017

Copy link to clipboard

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CONFIG:

  • Windows 10 64bit
  • Surface Book with doc, Intel Core i7 @ 2.81 GHz
  • In a workgroup, not a domain
  • external monitor
  • 8 gig RAM

REPRO

  • start Prelude
  • Prelude crashes every time

FIX ATTEMPTS (non worked)

  • running in compatibility mode (Win 8, Win7)
  • running as admin
  • renaming EXE
  • disconnecting external monitor and Surface Book dock

Hi dancrobbins,

Sorry for the inconvenience.

Please try following steps:

1. Delete folder present at:  "C:\Users\[***]\AppData\Roaming\Adobe\Prelude"

2. Restart your machine

3. Uninstall Prelude.

4. Install Prelude.

5. Again restart your machine.

6. Try to launch Prelude.

I hope it will help.

Thanks,

Swayadav

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Adobe Employee ,
Feb 21, 2017

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Hi dancrobbins,

Sorry for the problem.

Can you try deleting folder from Appdata location and check? it will delete the saved browsed locations/preferences.

C:\Users\[***]\AppData\Roaming\Adobe\Prelude

Also try updating your Prelude(to 6.0.2.41) from CC, if not done already and check.

If it doesn't work, please share crash logs from

C:\Users\[***]\AppData\Roaming\Adobe\Prelude\6.0\logs

I hope that help.

Thanks,

Mayjain

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Community Beginner ,
Feb 21, 2017

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Thanks for your prompt response. I deleted the indicated files and Prelude still crashes. I have attached the logs in a ZIP.

- Dan

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Adobe Employee ,
Feb 21, 2017

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Sorry ... But can't find the attachment. Please re-attach it.

-Mayjain

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Community Beginner ,
Feb 21, 2017

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- Dan

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Adobe Employee ,
Feb 22, 2017

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Hi dancrobbins,

Sorry for the inconvenience.

Please try following steps:

1. Delete folder present at:  "C:\Users\[***]\AppData\Roaming\Adobe\Prelude"

2. Restart your machine

3. Uninstall Prelude.

4. Install Prelude.

5. Again restart your machine.

6. Try to launch Prelude.

I hope it will help.

Thanks,

Swayadav

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Community Beginner ,
Feb 22, 2017

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Swayadav

That worked. Thanks for the help.

- Dan

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