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garym46149099
Known Participant
September 12, 2024
Answered

Crashing When Accessing File Explorer

  • September 12, 2024
  • 15 replies
  • 4755 views

This behavior started this week.

 

Anytime I access Windows 11 File Explorer through Premiere Pro, the application crashes. To clarify, this means that if I click File->Open Project.. the app crashes as soon as the explorer window opens. This also happens if I Right-Click in the Project window and select Import. It also happens if I go to the Export window and click on the location. I should also point at that the same thing happens in After Effects, Audition, and Media Encoder. (Is there a better forum for something that impacts multiple Adobe apps?) It does not do it in Photoshop, Illustrator, or any non-Adobe apps I have tried, if that helps clarify things.

 

Without Premiere Pro open, if I double-click on a project file in File Explorer, it will open fine. If I drag-and-drop a file to import it, that will work as well.

 

I have listed system details below.

Versions:

Premiere Pro: 24.6.1

After Effects: 24.6.2

Audition: 24.6.0

Media Encoder: 24.6.1

Windows 11 23H2 build 22631.4112

NVIDIA GeForce RTX 3060 - Studio Driver Version 560.81

i9-12900K

64GB RAM

    Correct answer fredericks41100571

    Experienced the same issue (Windows 11). I had recently installed Aspera Connect, and the issue resolved itself once I uninstalled.

    15 replies

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    Grant_FOZ2952
    New Participant
    January 9, 2025

    The pinned replies did not help me.
    IBM Aspera was the culprit| Uninstalling it fixed the problem.
    Aspera makes changes to Explorer that obviously cause problems with Adobe apps.
    Don't install it on the same machine as Adobe!

      UrbanToledoGang
      UrbanToledoGang
      Participating Frequently
      November 13, 2024

      Checking in and reporting that I installed IBM Aspera Connect to download graded footage and had the same issues on Windows. Uninstalled Aspera Connect and I then was able to open up a dialogue box again in Premiere and After Effects without crashing, which was occuring in both. Thanks for the tip!

        A
        Agustin_Eme
        New Participant
        October 14, 2024

        Thanks! This solution worked. 

          M
          minh_5314
          New Participant
          October 11, 2024

          The problem is Aspera Connect. If you have to use both programs like I do, uninstall Aspera Connect and reinstall it, on the installation box uncheck the "Register the Aspera Drive Shell Extension" option. You can also disable the extension without uninstalling like in this link: Disabling the Aspera Drive shell extension in Windows Explorer - IBM Documentation.

            G
            garym46149099Author
            Known Participant
            October 1, 2024

            I finally got a chance to uninstall Aspera Connect and it resolved the issue! Thanks for that!

              A
              Agustin_Eme
              New Participant
              September 19, 2024

              I've read this and give it a try and it worked! It shouldn't but it worked.
              Uninstalling ASPERA Connect solved it.

              Unfortunatelly I need ASPERA Connect for my work so hopefully they solve this issue quickly. 

                A
                Agustin_Eme
                New Participant
                September 19, 2024

                I'm having the same issue. Did all the steps, delete all the cache, installed and uninstalled the app. I even installed an older version (24.1.0). Keeps crashing opening any Windows 11 Explorer window (open project, import, etc.).

                  F
                  fredericks41100571Correct answer
                  New Participant
                  September 18, 2024

                  Experienced the same issue (Windows 11). I had recently installed Aspera Connect, and the issue resolved itself once I uninstalled.

                    K
                    KiwiOB-John
                    New Participant
                    December 9, 2024

                    Thank you for your post. Uninstalling Aspera Connect fixed the problem for me as well.

                      G
                      garym46149099Author
                      Known Participant
                      September 13, 2024

                      Yes. I deleted my media cache as well. It was all working fine until a few days ago. It only happens with PP, AE, Audition, and ME. Other Adobe apps and stuff like Microsoft Office appear uneffected. 

                        MyerPj
                        MyerPj
                        Community Expert
                        September 13, 2024

                        Speaking of 'cache' did you delete yours? 

                        I just tried both PP and AE and had no problems calling up Explorer.

                        Win11 23H2, PP 24.6.1, AE 24.6.2

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