Adobe Premiere Pro (12.0) Crashing on exploring

Report · Mar 09, 2020

Hi,

We've recently started having issues with 12 of our machines, oddly, this appears to have happened all at once as we've relicensed our machines.

Premiere opens up fine, can do pretty much whatever we need to within the app without issue.

When we attempt to open, save or export, or anything that results in the opening of the Explorer window - it Premiere then hands and throws an Adobe Crash Report with the below error report.

If we simply move the crash report out of the way, Premiere will still be entirely functional in the background and will still continue to do everything needed.

I've ensured both Windows and Premiere are up to date, I've seen numerous threads with regards to graphics drivers issues, so have ensured I've been through that already, however we seem unable to shake this issue.

Anyone able to shine some light on this for me?

Error Report:

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="1.5.2" clientVersion="1.5.2" applicationName="Premiere Pro" applicationVersion="12.0.0" build="224">
<time year="2020" month="3" day="9" hour="11" minute="42" second="17"/>
<user guid="ee98c12a-148c-4163-bf18-fd8a633cd6a9"/>
<system platform="Windows 10 Education" osversion="10.0" osbuild="17134" applicationlanguage="en-US" userlanguage="en-GB" oslanguage="en-US" ram="8087" machine="Intel(R) Core(TM) i5-7500T CPU @ 2.70GHz" model="Intel64 Family 6 Model 158 Stepping 9" cpuCount="4" cpuType="8664" cpuFreq="2712 MHz"/>
<crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x00007FFDCD6FC05C">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FFDCD6FC05C" symbolname="ILFindChild"/>
<stackStatement index="1" address="0x00007FFDCD6FA5B9" symbolname="SHMapPIDLToSystemImageListIndex"/>
<stackStatement index="2" address="0x00007FFDCD7456C2" symbolname="Ordinal61"/>
<stackStatement index="3" address="0x00007FFDCD745374" symbolname="Ordinal61"/>
<stackStatement index="4" address="0x00007FFDCD74524E" symbolname="Ordinal61"/>
<stackStatement index="5" address="0x00007FFDCD745933" symbolname="Ordinal61"/>
<stackStatement index="6" address="0x00007FFDCD7457A0" symbolname="Ordinal61"/>
<stackStatement index="7" address="0x00007FFDCD6F04EB" symbolname="SHELL32_IconOverlayManagerInit"/>
<stackStatement index="8" address="0x00007FFDCD6F0461" symbolname="SHELL32_IconOverlayManagerInit"/>
<stackStatement index="9" address="0x00007FFDCD6EFF58" symbolname="SHELL32_IconOverlayManagerInit"/>
<stackStatement index="10" address="0x00007FFDCCF15A82" symbolname="NeverProvidedByJunction"/>
<stackStatement index="11" address="0x00007FFDCCF30796" symbolname="NeverProvidedByJunction"/>
<stackStatement index="12" address="0x00007FFDCCF30617" symbolname="NeverProvidedByJunction"/>
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<stackStatement index="15" address="0x00007FFDCCF30617" symbolname="NeverProvidedByJunction"/>
<stackStatement index="16" address="0x00007FFDAB893A87" symbolname="DllCanUnloadNow"/>
<stackStatement index="17" address="0x00007FFDCCEE3738" symbolname="SHCreateItemWithParent"/>
<stackStatement index="18" address="0x00007FFDCCEE248F" symbolname="SHCreateItemWithParent"/>
<stackStatement index="19" address="0x00007FFDCCEE215F" symbolname="SHCreateItemWithParent"/>
<stackStatement index="20" address="0x00007FFDCEDB7056" symbolname="GetScaleFactorForMonitor"/>
<stackStatement index="21" address="0x00007FFDD018F4E5" symbolname="A_SHAUpdate"/>
<stackStatement index="22" address="0x00007FFDD016FB70" symbolname="RtlReleaseSRWLockExclusive"/>
<stackStatement index="23" address="0x00007FFDCEB03034" symbolname="BaseThreadInitThunk"/>
<stackStatement index="24" address="0x00007FFDD01C1551" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000048F0C3B0"/>
<register name="RBX" value="0xCCCCCCCCCCC3C033"/>
<register name="RCX" value="0xCCCCCCCCCCC3C033"/>
<register name="RDX" value="0x000000007FFFFFFF"/>
<register name="RSI" value="0x000000007FFFFFFF"/>
<register name="RDI" value="0x000000002AADA460"/>
<register name="RSP" value="0x00000000406AE750"/>
<register name="RBP" value="0x00000000406AE800"/>
<register name="RIP" value="0x00007FFDCD6FC05C"/>
<register name="EFL" value="0x0000000000010206"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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</crashreport>

Report · Mar 09, 2020

In Creative Cloud, are you still able to download the later versions of v12? I think the final patch of that version was 12.1.2 (it's no longer available so I can't double-check).

JVK

Report · Mar 10, 2020

Hi JVK,

The only version available for us now is 12.0. It did show an update as available, which we've put on, but it didn't take long to go on at at all and didn't change the version number.

Regards,

Report · Mar 10, 2020

We have had similar issues to yours, where trying to import via Windows Explorer (for any reason -- footage, projects etc) just randomly freezes the software.

My best guess so far is that this is linked to the network setup that we have (our team is at an educational establishment with various rules and complex network setups), but have so far been unable to properly pin down a reason.

Report · Mar 10, 2020

Hi Sam,

Exactly the same scenario here, oddly at first it wasn't crashing for administrators with no GPO's applied. After the update though, it now is, regardless of login.

We've built accounts with a bit more freedom for the students to use and have had this in place for about 18 months. Seems very odd that though no change or update to either Windows or Adobe that it suddenly starts to crash.

Report · Mar 10, 2020

I'm not a Windows guy but I just Googled "EXCEPTION_ACCESS_VIOLATION Premiere Pro" and the following post popped up; could be a permissions issue or a system in need of a reset:

Premiere Pro crashing after launch

Adobe Community

Adobe Premiere Pro (12.0) Crashing on exploring