Inspiring

Answered

crash while loading importerquicktime.prm (WIN 10)

Forum|Forum|7 years ago
October 19, 2018
14 replies
45340 views

Brand new OS Win 10 Pro - specially for CC 2019. During the work on one project I get BSOD BAD_POOL_CALLER. - after restart I can't run Pr. They crushing at loading importerquicktime.prm.

Tried:

-reinstal Pr

-Adobe CC cleaner

-restore system

WORKAROUND: I read some tips:

create new OS user
log in on new OS account
works!

But how do I repair that bug?

Correct answer Le Ill Kid

This Youtube video helped me!!!

Premiere CC 2019 Quicktime Crash Fix - YouTube

Show previous replies

V

virus191Author

Inspiring

When this problem happened to me, I had the version CC 2018 and 2019. The 2018 version worked normally but 2019 not.

RRKing

Inspiring

^^ i have had the same issue as well and had to uninstall 2019 to even get 2018 to work. I even used their utility to do a 100% clean adobe cleanse plus run as admin and nothing. It just disappears when loading any plug-in. It wasn't until i deleted every plugin i had it stopped on the QuickTime one and I saw the build a new user workaround in this thread.

Its been way too long and even their latest update doesn't work. Adobe you're a joke. why not even a response. you can search and see tons of complaints. I think it's because there is a workaround they ignore it.

my subscription will be terminated finally after Jan 1st. They have too many issues and I spend more time telling people I'm having adobe issues than showing people my work. I also find it very funny a program that relies so much on the video card in which it can't even properly catch exceptions and simply crashes or freezes or blows-up forcing us to install the much buggy NVIDIA drivers on day zero doesn't even really use the video card nor can it even scale properly like their competitors. so said Adobe has become a joke. Let's see how long it takes them to even get back to me. Been with them for 8 years. not anymore.

W

Will..

Inspiring

This is unbelievably frustrating... I'm having the same issue with CC2019..... It was working perfect in my 3 minute client project, then it crashed during an export, when I tried to start it up again, it stalls on importerquicktime.prm then crashes.

How has this thread existed on the adobe website for 20+ days without anyone from Adobe commenting?

I'm so sick and tired of Premiere not working the way it should. I literally can't finish my client's project. Why am I paying for Premiere Pro again??

I've deleted plugins, updated graphics driver, uninstalled quicktime, installed Nvidia Cuda 10, deleted temp files in users appdata, restarted the computer several dozen times.. HOW IS THIS A THING!!! My Premiere Pro worked fine yesterday, nothing has changed, but now it won't even start up. Stop releasing products that don't work. Stop releasing brand new versions, just do small simple 'updates' to existing versions.. Every new release ends up having flashy new features, but is unstable. Like I said, I can't complete my project for a paying customer with expensive professional software that I pay Adobe each month for.

Clearly, I'm annoyed because earlier today I submitted a bug write up for other issues in Premiere Pro that I've been experiencing with CC2019, but now I can't even open it anymore. I can't roll back to an older version because the client project won't open any more.

Get it together Adobe, this is ridiculous.

I'm going to try creating a new user in Windows 10 and see what happens..

UPDATE: Creating a new user account on Windows 10 worked, I created it and started Premiere CC2019 and it worked right away. So it's a user account issue with files that are getting installed in user accounts.

This is beyond ridiculous....

Kevin-Monahan

Community Manager

Hi Will,

How has this thread existed on the adobe website for 20+ days without anyone from Adobe commenting?
Get it together Adobe, this is ridiculous.

Very sorry for the frustration. Unfortunately, we cannot respond to every post here, and I apologize for that. We in community support try our best, but this is largely a user to user style forum. If you want a guaranteed response from Adobe support, with a corresponding case number, please contact us any time here: Contact Customer Care.

I'm very, very sorry if you were not aware of this option.

Creating a new user account on Windows 10 worked, I created it and started Premiere CC2019 and it worked right away. So it's a user account issue with files that are getting installed in user accounts. This is beyond ridiculous....

Thank you so much for sharing your workaround. In any case, when you have to solve this issue by creating a new account, that's quite annoying. These issues are kind of rare, but recently I've seen it related to installations of AVG antivirus. Is it installed? If so, my advice is to uninstall it, as it is known to cause problems with importerquicktime.prm.

If you do not have this antivirus software, check the antivirus software you do have installed for potential issues.

If this still does not solve your problem, another user had success using this method:

Re: Freezes at "Loading ImporterQuickTime.prm" and displays error message. How do I fix it?

Finally, contact support if you need additional assistance and get a case number filed with our video queue.

Thanks,

Kevin

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio

RRKing

Inspiring

Breaking news, Will! One of our intrepid QE engineers has discovered a potential fix today on this after reviewing a crash log.

"The crash report calls out a reference to ParseJSONtags file. The customer simply needs to delete this file."

Please try this, then report back. It would be wonderful to solve this issue for you and others.

Thanks,
Kevin

So I started digging deeper because this issue is putting me behind. mainly because i can't stop trying to figure it out. So here you go please provide this to your developers:

On startup the exception is triggered within the library "essentialsound.dll" when:

essentialsound!essentialsound::ParseJSONTags+0x2de:

00007ffa`a11cea8e 488b3f mov rdi,qword ptr [rdi] ds:00000000`00000000=????????????????

This triggers a (2598.15ff8): Access violation - code c0000005 (first chance)

Basically, it seems you guys are trying to access a variable either out of scope or one that doesn't exist because it is reporting out of scope and the parameter is incorrect. You guys are pointing to a reference in memory that doesn't exist thus triggering the access violation. This is within your library upon loading it.

What is it trying to (what variable within the scope) is it referring to and why isn't this handled properly and reported? anyway. there you go.

P.S.

This is not from your crash log this is from a debugger that has decompiled the procedure into machine (assembly) code. And the error is the scope specified isn't found.

C

chunkysteveo

Participating Frequently

Can confirm that I have the exact same issue. Premiere Pro CC 2019 on Windows 10 was working fine. PC crashed and now CC 2019 stalls on loading "importerquicktime.prm". Done all above that virus191 has done with no effect. Also installed CC 2018 which works, but unable to open any CC 2019 projects. Other CC products load fine, this is just Premiere CC 2019. Even uninstalled graphics drivers going down other rabbit holes with no effects.

Can also confirm (much to my relief to actually get commercial work done!) that creating a new Windows 10 user and logging in works just fine. Existing CC 2019 project loads and works just fine. This is an issue with the user account and the local installation/temp files for CC 2019, somehow?!?

Steve

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