Adobe Premier Pro shuts down when I go into preferences

New Here ,
Feb 02, 2022 Feb 02, 2022

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Adobe has been on with me multiple times trying to trouble shoot and fix this new bug.    

 

1. I open premier pro 2022 or 2021 or 2020.    

2. I go to prefrences to change the media cache folder

3. Instalnty it shuts down and gives me the screen below.

 

--I have tried full unistalls

--adobe cleaner

--reinstall

-created new users

-adobe has been on screenshare for hours on end trying to remove prefrences and do the normal plugin removal and basically taking everything that worked before and making it into a mess.   Now nothing works..  

They left me high and dry and wont return my emails and when I call, no call back.   

Adobe made a new user with core level acess or something and it messed up my whole system so now I cannot even reinstall the OS, which they told me not to do becausee it wasnt an OS problem.   

 

Anyone have any similar issues?   Solved??   

 

 

 

Untitled.jpghttps://youtu.be/9c97npXVMSs 

 

 

Screen Shot 2022-02-02 at 5.17.14 PM.png

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Crash , Error or problem , User interface or workspaces

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correct answers 2 Correct answers

Adobe Employee , Feb 08, 2022 Feb 08, 2022
Hello HiLo, We've contacted TourBox about the issue; they've asked that you follow their instructions for gathering logs, and send the resultant files to support@tourboxtech.com

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Adobe Employee , Feb 08, 2022 Feb 08, 2022
> I don't have tourbox or use it on my system. Well, based on the crash report in the "Untitled copy.txt" you posted, you definitely have their drivers / plug-ins installed on your system.  You can remove their Control Surface plug-in, "TourBox.bundle", from  /Library/Application Support/Adobe/Common/Plug-ins/ControlSurface Note: That's the system root /Library folder, not your User account's ~/Library folder.

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Adobe Employee ,
Feb 07, 2022 Feb 07, 2022

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Hi there!

Sorry for the frustration. I'll share the post with product team.

Stand by.

Thanks,

Kartika

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Adobe Employee ,
Feb 08, 2022 Feb 08, 2022

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Hello HiLo,

 

We've contacted TourBox about the issue; they've asked that you follow their instructions for gathering logs, and send the resultant files to support@tourboxtech.com


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New Here ,
Feb 08, 2022 Feb 08, 2022

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really?   I don't have tourbox or use it on my system.    Do I need to remove some drivers or data?     Please asvize 

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Adobe Employee ,
Feb 08, 2022 Feb 08, 2022

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I don't have tourbox or use it on my system.

 

Well, based on the crash report in the "Untitled copy.txt" you posted, you definitely have their drivers / plug-ins installed on your system. 🙂

You can remove their Control Surface plug-in, "TourBox.bundle", from 

/Library/Application Support/Adobe/Common/Plug-ins/ControlSurface

Note: That's the system root /Library folder, not your User account's ~/Library folder.

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