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A
Amir-abbas5C2A
Participant
June 5, 2023
Question

Adobe Premiere Pro freezes when I open Preferences window

  • June 5, 2023
  • 3 replies
  • 380 views

Hi there,

 

I recently encountered a strange problem. Premiere Pro and After Effects software work properly, but when I try to open preferences, both software freeze and crash.

 

What I have done so far to solve the problem:

Windows update
Update all Adobe software
Remove all Adobe software and delete Creative Cloud apps using this tool and reinstall them all

https://helpx.adobe.com/uk/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

Installing the older versions of the Premiere Pro
Graphic card driver update
Downgrade Nvidia graphics card driver to version 517 and 522
Clear cache folders related to Adobe software

 

my system software and hardware info:

Windows 11 Pro 22H2  22621.1778

premiere pro 23.4

CPU: Ryzen 9 7950X

GPU: RTX 3060 TI

Ram: 32GB 6000

 

When I run the operating system in safe mode, I can enter the preferences page, but it takes more than 40 seconds to open the preferences window in safe mode.

I have also used Adobe Creative Cloud Diagnostic tool (Beta). It detects a problem and reset preferences but as soon as I open Preferences again, software will freeze again. 

I will also put the dump file related to the crash of the program here. 

https://drive.google.com/file/d/19xhqoGKouu_irRMp8P3b7PQa4-CJi5_9/view?usp=sharing

 

Thank you in advance for your advice

    This topic has been closed for replies.

    3 replies

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    June 7, 2023

    Hello @Amir-abbas5C2A,

    I'm Kevin from Adobe Support.

     

    quote

    Is there an alternative method to obtain support from Adobe?

    By @Amir-abbas5C2A

     

    Yes, there is official support. Very sorry you weren't aware of that. Contact us here. The chat pod is in the lower-right corner. Ask for the "video queue." Let us know what they say, as others may be interested in finding a solution to this issue, if you don't mind.

     

    This is the bug reports forum where the product team does read reports, but does not respond to each and every bug report. Sorry about the mix-up.

     

    Thanks,
    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    A
    Amir-abbas5C2AAuthor
    Participant
    June 7, 2023

    Is there an alternative method to obtain support from Adobe?

    It is extremely disheartening that despite paying for a software package, there is no official support channel provided on the company's website. Instead, users are left with only a forum where they must rely on each other to resolve issues.

    A
    Amir-abbas5C2AAuthor
    Participant
    June 6, 2023

    Any suggestion?

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