Adobe Premiere Update 23.4 Crashes at Start Up

[The Lost Pixel]

It does not run at all.. crashes. As you can see in the attached screen shot. So I had to go back to 23.3 to continue using the Premiere

[frédérich50304346]

I updated to PP version 23.4 and now it is impossible to open it. Every time I launch Premiere pro I have an error message. The same for After effects. Any help please ?? I am on PC.

[Sumeet Kumar Choubey]

Hi frédérich50304346,

We're sorry to hear about this. Please share the error message that you are getting & the system specs.

Thanks,

Sumeet

[ken_sc]

Sumeet, same here. Premiere, After Effects, Media Encoder crash at the splash screen with 23.4 -- work fine if I downgrade to 23.3, start crashing again if I go to 23.4. This is the only error information given:

Windows 11 Pro 10.0.22621, 32GB, Z370P Gigabyte Motherboard, i7-8700 @ 3.20GHz

[Benson Creative]

I'm getting the same error screen on Premiere Pro 23.4, Media Encoder 23.4 and After Effects 23.4. 

Windows 11 Pro/Version 22H2/OS build 22621.1702
Intel(R) Core(TM) i7-7820X CPU @ 3.60GHz 3.60 GHz/Installed RAM 64.0 GB (63.7 GB usable)

[Kevin-Monahan]

Hello @Benson Creative, Hi @ken_sc, Hi @frédérich50304346,

I read your notes and it sounds quite frustrating. Can you try uninstalling Premiere Pro, and then reinstalling? Sorry for the issue. I will let the team know about this one. Let me know if it works.

Thanks,
Kevin

[ken_sc]

Tried that several times without success.

Installed and reinstalled Premiere, After Effects and Media Encoder at least four times. For all three, version 23.4 is lethal.

Tried also holding shift when starting and: resetting app preferences, clearing media cache files, resetting plugin loading cache, disabling third-party plugins. No luck in all cases.

k

[Television Photog]

I have been getting that identical error across Pr, AE and ME 23.4, had to roll back to 23.3 on Win 10 Professional, nothing works, unistall, reinstall, it is just a giant brick.

[MarekMularczyk]

Hi,

Have you tried resetting Premiere preferences when you start it?

[jstrawn]

So, you're saying that it started crashing as soon as you updated to Pr 23.4 and will now only crash at start up? And a revert to Pr 23.3 fixes it? The only thing I can suggest is to check your Graphics drivers to make sure they are current and supported.

If that does not fix it, can you enter something unique into the description field of the crash dialog and also check on the "Adobe may contact me..." box and add your email there? That way I can try to find the crash report for more info.

[Benson Creative]

I tried that without success. I am running 23.3 currently with no problems.

[The Lost Pixel]

Tried that - didn't work. 

[The Lost Pixel]

Yep. as soon as I update to the latest 23.4 update it will crash right at start-up. Reverting to the old does fix it - graphics card is fully updated. I did the contact me option already - and haven't received a response 😞

[Francis-Crossman]

Did you submit the crash report and include your email?  If so, we can find it and take a look.  You can DM me if you don't want to post your email here.  Here are some troubleshooting steps to try

- You say your graphics card driver up to date?  Which version are you running? Be sure you are using Studio drivers, not game drivers

- Do you have any third-party plugins installed?  Try bypassing the loading of third-party plugins

- Try resetting your plugin loading cache

- Try resetting your media cache

- Try resetting your preferences

You can run these ^ options by holding down CTRL or ALT when launching PPro. Even if PPro is crashing on launch every time, you should still be able to run these troubleshooting steps because the Reset Option window will pop up before PPro launches fully.

[ken_sc]

Have done all of those things -- have also sent in the crash reports multiple times, adding my email address when I do, but have not heard anything yet.

The Nvidia sutdio driver is the latest available. 

[ken_sc]

To recap, on a machine with the specs far below...

• Premiere, After Effects, Media Encoder crash at the splash screen with 23.4. All work fine if downgraded to 23.3.
• Have, with no change in outcome:
  • Reset app preferences.
  • Cleared media cache files.
  • Reset the plugin loading cache.
  • Disabled third-party plugins.
  • Upgraded to the latest graphics (studio) driver.
  • Submitted several crash reports, with email address and the request to hear back (no response so far).

Something must be up if several people are complaining about the same exact thing.

Windows 11 Pro 10.0.22621, 32GB, Z370P Gigabyte Motherboard, i7-8700 @ 3.20GHz, GTX 1080 Ti, two screens: 1920x1080, Apple Cinema Display at 2560×1440

[jstrawn]

@ken_sc "Something must be up if several people are complaining about the same exact thing."

I agree. We're trying to figure out what the cause is. Thanks for the details. Any kind of information like that could be a clue to where the problem lies.

[Television Photog]

I cleaned everything out of all the media caches etc. tried to update and Premiere launched 23.4, however ME would not launch still, neither would AE, so not knowing if Premiere would play nice being on 23.4 and the others on 23.3 I rolled it back to 23.3. It now will not install 23.4 without this problem of not launching. What is odd is my home machine updated to 23.4 no problem. Can an Adobe employee tell me if I have a 23.4 project will it open in 23.3? (I literally have 1 project that I haven't even started yet so I can go either route, the 23.4 let me see what I am missing in the text improvements)

[jstrawn]

@Television Photog There is nothing I know of that should keep a project saved in Pr 23.4 from opening in Pr 23.3. Also, I just tried it with a simple project on Win and Mac and it worked.

[RockstarBruski]

I'm having the same crash on launch with PP v23.4 as everyone in this thread.  PP v23.3 and older works just fine.  Same launch crash problems with after effects v23.4 and AE works with v23.3. I sent crash reports on all the multiple crashes on each application.  BTW All the other Creative Cloud app updates are working so far.  I'm on w10 pro all updates, NVIDIA RTX 3080, Intel i7 6700 @3.4ghz, 32GB ram, two Samsung pro SSDs with over 200GB free on each drive, one drive runs OS and other drive holds all the CC and media files, etc. I tried running PP and AE as admin, stopped all antivirus programs, etc., and a bunch of other workarounds but nothing worked.  I have no more time to mess with this update and hope you get v23.4 fixed soon condisdering all the money I am paying each year for this program and all the downtime I've just lost troubleshooting an update problem.  Needless to say I'm not a very happy customer right now. 😞

[billysteel]

I have been experienceing a very similar issue with 23.4. I started using the upgrade when it was released and it seems to be working ok (a few bugs: I couldn't save custom keyboard shortcuts, and the new transcription feature didn't seem to work fully, but otherwise I was editing as normal) but then yestserday it started going super laggy, and then would crash on me. I restarted the app, restarted my machine, uninstalled and reinstalled Premiere, and then spent several hours watching a very patient Adobe support person take over my machine remotely and try and find out what the issue was. He ultimately reverted me back to 23.3 and that has been running as normal. Any additional updates on this issue or info on when 23.4 is safe to go back to would be great!

My spec are:

MBP 16" 2021

Apple M1 Max

64GB

Ventura 13.3.1 (a)

[jstrawn]

Thank you all for taking the time to report this problem to us. We understand how difficult it is for those of you hitting constant crashes right now and we are doing what we can to deliver a fix as soon as possible. I have reached out directly to a few of you to gather more info and hopefully get the error reports we need to isolate the cause of the problem. Please stay tuned and I will post back here with more updates as I receive them.

In the meantime, the best known workaround is to revert back to Pr 23.3. If you already started a project in Pr 23.4, you can still open it and use it in Pr 23.3 after you roll back.

[billysteel]

Another option that has worked well for me is to download the Premiere Pro Beta. That has been working like a dream, and means I'm able to take advantage of the new features!

[jstrawn]

@billysteel Re: "Another option that has worked well for me is to download the Premiere Pro Beta"

I'm very glad that using the Pr23.5 Beta buid has worked for you. I was about to add a post suggesting that as another workaround, but then we got reports that that was NOT resolving the problem for others who tried it. So, it's worth trying... the Beta is free and can co-exist with other shipping versions of our apps just fine. But people's results may vary.

[ken_sc]

Hello all -- this may not work for all, but thanks to @jstrawn we narrowed the issue down, in my case, to Blackmagic Design Desktop Video software (on Windows). If you have a Decklink card, consider updating to 12.4.2.0 (Dec 2022 -- https://www.blackmagicdesign.com/support/download/de2c011b1e684bf88cefefe6ff4fde21/Windows).

I updated BMD Desktop Video, and now Pr, Ae and Me 23.4 open as they should.

[jstrawn]

Thank you for taking the time to work with us on this @ken_sc and others. We have verified a problem with using Blackmagic Desktop Video version 10.9.11 (Feb 2018) on Windows, but it could happen with newer versions of that software as well. It has been causing users of Premiere Pro, After Effects and Media Encoder to crash on startup after updating to version 23.4.

IMPORTANT:
If you have an older version of Blackmagic Design Desktop Video software installed, you should remove it or update to 12.4.2.0 (Dec 2022) as soon as possible.
Blackmagic Desktop Video 12.4.2 Windows