Crashing When Accessing File Explorer

[garym46149099]

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

[garym46149099]

I also wanted to add that the Adobe Creative Cloud Diagnostics suggested updaing the graphics card driver, resetting preferences, and updating to the latest version of Premiere Pro.

I double checked to make sure I had the latest driver. I was a version back, so I ran that update.

I deleted my preference folder completely.

I am and was already on the latest release version.

I also uninstalled Premiere Pro 24.6.1, rebooted, and reinstalled it.

I also tried uninstalling 24.6.1 and installed 24.6.0. 

None of these had any affect. 

[RobShultz]

Please make sure that your operating system is up to date and that there is plenty of room on the hard drive where the project is saved.

[Arif Karaca]

This is the most basic suggestion anyone can ever make, I'm telling this to all experts in the community please stop making recommendations like;

1- "Did you check your hard drive space?"

2- "Make sure your drivers are up to date"
3- "Restart your computer"

These don't help.

[Kevin-Monahan]

Hello @garym46149099,

I'm Kevin from support, and I am a moderator here. I'm sorry you're experiencing these crashes with Premiere Pro and other Adobe apps. It sounds incredibly frustrating, significantly, since it impacts multiple applications. Let's try to get this sorted out.

Firstly, ensuring that all your Adobe apps and Windows 11 are fully updated might be helpful. Sometimes, compatibility issues can arise from outdated software. Since your apps are all current, here are a few steps you can try:

• Update Graphics Drivers: You say you have ensured your NVIDIA GeForce RTX 3060 drivers are the latest version. You may want to retry this by doing a "clean" installation of the studio driver, not the game-ready driver. Please check that, as the studio driver is optimized for use with Premiere Pro.
  
  • ​ You can download the latest drivers from the NVIDIA website.
• Reset Preferences: Sometimes, resetting the preferences of the Adobe apps can resolve unexpected behavior.

  You can find instructions on how to do this on the Adobe support page.

• Delete the media cache: Deleting the media cache can resolve unexpected behavior.

  You can find instructions on how to do this on the Adobe support page.

• Check for Conflicts: There might be a conflict with another software or driver. Try turning off any non-essential startup programs and see if the issue persists.
• Tutorial: This YouTube tutorial is helpful. It walks through troubleshooting steps for Premiere Pro crashes on Windows.

Tutorial: Delete the media cache and reset preferences from the reset options dialog box.

If these steps don't resolve the issue, and you have not heard back from the Premiere Pro engineering staff, Adobe Experts, or community members, you might want to contact Adobe Support directly for more personalized "one-on-one" assistance. You can do this through the Adobe Support Community or by contacting them directly. The chat pod is to the lower right. Once connected to a human, please request the video queue to route you to video and audio engineering specialists. They are available Monday to Friday from 7 am to 7 pm PST. If they do assist you, please return here with a solution so that others may benefit.

I hope this helps and that you're back to creating without interruptions soon! Let me know!

Best wishes,

Kevin

[garym46149099]

Thank you for your response. My Windows 11 build is fully up to date and the project drive has nearly 8TB of free space available. As an additional note, the my cache drive also has plenty of space, with nearly 4TB available.

[garym46149099]

Hey, Kevin.

Thank you for your suggestions. Unfortunately, I had already done all of those procedures before posting my question. I guess I will have to open a support ticket.

[MyerPj]

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

[garym46149099]

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. 

[fredericks41100571]

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

[KiwiOB-John]

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

[Agustin_Eme]

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.).

[Agustin_Eme]

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. 

[garym46149099]

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

[minh_5314]

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.

[Agustin_Eme]

Thanks! This solution worked. 

[UrbanToledoGang]

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!