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Participating Frequently
November 20, 2023
Answered

Can't get any Adobe video apps to open without crashing

  • November 20, 2023
  • 13 replies
  • 641 views

My Photoshop, Illustator, InDesign etc. all work fine.

I cannot get Premiere Pro or Media Encoder to work. They both crash after/during the splash screen.

 

I have tried all of the suggested fixes - log out and back in, all updates, uninstall and reinstall, previous versions etc. and run the cleaner, wiped every Adobe file on my PC and they still won't work.

 

I wonder if there is a codec issue as it is only the video apps that won't work.

This topic has been closed for replies.
Correct answer Puneet98A7

There is a non Adobe DLL common to all coming from C:\PROGRA~2\BLACKM~\BLACKM~1\BMCOD~4.DLL

Can you remove that and check?

13 replies

RicReevesAuthor
Participating Frequently
November 22, 2023

@Puneet98A7 That worked! Amazing, thank you so much for all of your help. An out of date version of my hdmi capture card's software - Blackmagic Desktop Video (version 10) - was the cause of the problem.

 

A beautiful sight!

 

 

Thank you again @Puneet98A7 

 

Puneet98A7Correct answer
Adobe Employee
November 22, 2023

There is a non Adobe DLL common to all coming from C:\PROGRA~2\BLACKM~\BLACKM~1\BMCOD~4.DLL

Can you remove that and check?

RicReevesAuthor
Participating Frequently
November 22, 2023

Thank you @Puneet98A7 

 

Here is a OneDrive share to the various dump files generated Adobe Crash

 

I think there must be a common element that is stopping all of the different programs form working.

Adobe Employee
November 22, 2023

Is there a way you can share the dmp file?

The exact piece of the puzzle i.e. the module it crashes in is unavailable making it hard to pin point

 

I should be able to extract better information from the dmp

RicReevesAuthor
Participating Frequently
November 21, 2023

Hi @Puneet98A7 

 

This is what caught my eye earlier too. I ran SFC and the full DISM.exe online inspect/repair

 

Neither have helped unfortunately.

Adobe Employee
November 21, 2023

Thanks for sharing the crash stack!

It seems you crash during launch while Plugins are being loaded, interesting.

 

The error 'Error: 126 The specified module could not be found.' seems to catch my eye.

It suggests there might be corrupted modules on your system.

Try running the windows system file checker

 

Refer to the following steps to run SFC scan.
a) Move the mouse pointer to bottom left of the screen where you see preview of start menu and Right-click to bring up a list of Windows settings.
b)Click on ‘Command Prompt (Admin) to bring up elevated command prompt. Note: Click ‘Yes’ if it prompts for permission.
c) In the command prompt type in the following command: ‘sfc /scannow’.

RicReevesAuthor
Participating Frequently
November 21, 2023
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Adobe Employee
November 21, 2023

You can try updating 'OpenCL™ and OpenGL® Compatibility Pack' in your Microsoft Store and check if the crash perists

Microsoft just release v2311.2 which has some fixes. If that does not work, try uninstalling it

MyerPj
Community Expert
Community Expert
November 20, 2023

That's really frustrating. Did you try After Effect too, even if you don't use it regularly?

 

Other Settings

%UserProfile%\AppData\Roaming\Adobe\Premiere Pro

 

Prefrences

%UserProfile%\Documents\Adobe\Premiere Pro

 

Rename these folders and PP will create a new one for you when you start it. If no change, just delete the new one, and rename the old one back to the original (if you want to) and you'll be back where you started.

 

RicReevesAuthor
Participating Frequently
November 20, 2023

Windows 11, fully up to date. i5 13 series. 64 gb ram. RTX nvidia on latest driver.

 

24.0.3 for Premiere pro - after the crash and a system check it says that there is an update available - to 24.0.3 which is what is already installed. But I have also tried running the cleaner and deleting all Adobe folder then installing two different versions of v23 and full clean again each time. Same issue.