Premier Pro 23.5 crashes on load every time

[neilm8506696]

I haven't used Premiere for awhile. I'm trying to load and it crashes on the splash screen (every time).  Same thing for Adobe After Effects.

We have 18 people in our company licensed on various Adobe products.  Seven of us (including me) have the "Creative Cloud All Apps - Pro Edition".  I know I have the current version -- it updates automatically.

Things I have done:

• Updated my NVidia RTX 2080 ti driver to latest (Driver Version 31.0.15.3598)
• Cleared media cache files
• Reset preferences
• Told PP not to load plug-ins

Here are my specs for my windows edit platform:

• Windows 10 Pro (Version 10.0.19045 Build 19045)
• 128GB RAM
• 2TB SSD drive C
• 14TB SSD RAID 10 drive D

Any suggestions on what else to do?

[Michael Grenadier]

generally not a good idea to have updates load automatically.  You might try reverting to an earlier version of premiere 23.  I found 23.2 very stable (although primarily on a mac).  If you need help reverting to a previous version, post back..  And by any chance did you load the games driver for the graphics card...  Not recommended.  reset to the studio version of the driver.  

[neilm8506696]

Thanks for your response!  If there are no other ideas, I'll try downgrading.

I did update to the studio driver, not the game driver, so I am good there.

I've been using Premiere Pro for more than a decade, and never had issues with auto-updating.  Ive never seen a situation where I couldn't get it to load at all.  The fact that the same thing is happening with AE makes me think it is more complex than just this version of PPro.

[Michael Grenadier]

What can I say?  I never automatically update and always monitor this board to see if people are having issues with an update.  So I'm prepared knowing where things can go wrong and revert if necessary.   And never a good idea to update in the middle of a large project... Of course, that said, I'm always in the middle of a large project...as I'm usually working on multiple projects some of which go on for years...

You might try this:  disconnect your media drive and then try launching the premiere project.  If it loads, there may be an issue with specific media.  Slowly relinking material can help you find out what the issue is...  But probably easier to just revert to the version that was working.  

[neilm8506696]

So, you were ultimately correct, but it wasn't an easy fix.  I ultimately had to call support and they spent 90 minutes working to get the downgrade to take.  They also had to downgrade After Effects amd Media Encoder.  It was a real slog!  

Unfortunately, I cannot export media now, so back to Adobe support once more this morning!

[Michael Grenadier]

I'm wrangling an extremely complicated project and we've had issues with exporting.  If you want to send me a direct message (by clicking on my username at the top of my post), maybe we can talk or zoom and I may be able to help (or not).  Any excuse not to do the work I should be doing.   If you do send me a direct message, please post here and tell me as I don't seem to get any notifications if I have a direct message and don't always check it.   

Also curious what the difficulty was in downgrading.  Besides editing I provide support for other editors and we've had to revert on a number of occasions without any issues. 

[neilm8506696]

Hi Michael ...

I am not 100% sure what the issues were with the downgrade -- the Adobe tech had taken over my workstation and after 30 minutes I decided to get other work done on another workstation.  The sense I got was he had to root around and make sure every file was deleted before the downgraded version would finally work.

This morning I tried sending to Media Encoder and that worked, what doesn't work is File - Export - Media option (Ctrl-M).  I'll work with Adobe tech support to see if they can fix that.

Thanks!

[Michael Grenadier]

Wonder if the support person knows about this

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

Which is the recommended tool to use if you're having install issues...

Let us know if you find a solution to your export problem.   Gotta say, this forum almost always provides solutions to any problems I'm having.  I try and scan the forum at least every few days to stay ahead of things that other people are experiencing.