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Premiere crashes everytime I open settings

Explorer ,
Oct 02, 2024 Oct 02, 2024

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After updating to Premiere Pro 24.6.1, I encountered a major issue where the program would crash immediately upon launch. I couldn't even get to the home screen. I followed all the recommended steps—restarting my computer, clearing the media cache and preferences, and even deleting and reinstalling Premiere Pro—but nothing worked. Every time I opened the program, it crashed immediately.

Eventually, I found a workaround by installing a previous version of Premiere Pro, and then updating it again. This resolved the initial issue, and everything seemed to be running smoothly—until I tried to open my settings. Every time I attempt to go to Premiere Pro - Settings, the program crashes again.

I’ve tried everything, including reinstalling different versions of the software, but the issue persists. This is incredibly frustrating because I had to reset my preferences earlier, and now I can’t access the settings I need to adjust for my workflow. At this point, I'm completely stuck, and it's becoming a serious disruption to my work.

This situation has become beyond frustrating, and I urgently need a solution.

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correct answers 2 Correct answers

Community Beginner , Oct 18, 2024 Oct 18, 2024

Thanks for working with my over Zoom on this, Jamie.

 

The fix for my issue was the removal of the "TourBox.bundle" file in the following location:

 

Screenshot 2024-10-18 at 11.52.04 AM.png

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Adobe Employee , Oct 24, 2024 Oct 24, 2024

Hi @Candi5C3A - There is always a plugins folder when Premiere is installed, make sure that you are following the macintosh HD Library and not the User Library. 

Screenshot 2024-10-18 at 11.52.04 AM.png

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correct answers 1 Pinned Reply

Adobe Employee , Oct 02, 2024 Oct 02, 2024

What version of Elgato Stream deck software do you have installed?

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Community Beginner ,
Oct 08, 2024 Oct 08, 2024

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@MyerPj  - I have the beta option on my creative cloud, so I think it's up to date - auto update is also active

 

@jamieclarke - if you're referencing the toubox, it's wireless and was never connected to the computer ever as I just received it. I just disabled all video effects in the effects panel and after the prompted restart it's still happening. 

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Adobe Employee ,
Oct 09, 2024 Oct 09, 2024

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Hi @Walter5FB6 - Just to confirm if you open the effects manager all of your effects are disabled?

 

 Do you have Aspera installed by chance?

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Explorer ,
Oct 09, 2024 Oct 09, 2024

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Do you know how I would be able to update that?

 

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Adobe Employee ,
Oct 09, 2024 Oct 09, 2024

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Do you have Aspera installed, is that what you are referring to?

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Community Beginner ,
Oct 09, 2024 Oct 09, 2024

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@jamieclarke - No Aspera installed.

 

I did just try redoing the effects manager ---> disable all video effects...and it seems to have fixed the problem. I was able to access the settings with the effects disabled after restarting premiere and then I tried it again with the effects enabled and I was able to access settings. Not sure why it didn't work the first time I tried this, but looks like it's working for now! Thanks for the help!

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Community Beginner ,
Oct 17, 2024 Oct 17, 2024

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I'm having the exact same issue - opening Settings crashes the app on my Mac (Version 24.6.3) before I even open a project or in a project.

 

I've tried disabling Effects, turning off Plug-Ins, resettings, uninstalling, but nothing fixes this.

 

HELP!

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Adobe Employee ,
Oct 17, 2024 Oct 17, 2024

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HI @Walter5FB6 @Ian Albinson - Do you have anything logitech installed? or any other programs that interact with Premiere?

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Community Beginner ,
Oct 17, 2024 Oct 17, 2024

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Yes. I'm trying to use Logitech's new MX Creative Console, and can't set up the Control Surface... setting.

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Adobe Employee ,
Oct 17, 2024 Oct 17, 2024

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Hi @Ian Albinson - Can you try uninstalling the logitech software and then see if you can access settings?  What version of software are you running?

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Community Beginner ,
Oct 17, 2024 Oct 17, 2024

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Mac (Version 24.6.3)

 

I uninstalled Logitech Options+, restarted, but it didn't fix it. I also tried resetting prefs, disabling Plug-Ins trick, but same thing. Immediately crashes when trying to access Settings.

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Community Beginner ,
Oct 18, 2024 Oct 18, 2024

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Any follow up to this? Removing Logitech Options+ did not fix the issue. Neither did removing all 3rd party extensions.

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Adobe Employee ,
Oct 18, 2024 Oct 18, 2024

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Hi @Ian Albinson - Can you go to the menu bar under help and select "System Compatibility Report" Save those files and email them to jamiec@adobe.com so that I can take a look.  Thank you.

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Community Beginner ,
Oct 18, 2024 Oct 18, 2024

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Thanks for working with my over Zoom on this, Jamie.

 

The fix for my issue was the removal of the "TourBox.bundle" file in the following location:

 

Screenshot 2024-10-18 at 11.52.04 AM.png

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Adobe Employee ,
Oct 18, 2024 Oct 18, 2024

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Hi @Candi5C3A Please go to Library > Application Support > Adobe > Common > Plug-ins

And delete the folder ControlSurface.  Let us know if that helps your issue.

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Explorer ,
Oct 24, 2024 Oct 24, 2024

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I don't have a "Plug Ins" folder in that location. Problem still persists. I installed 25.0 and the problem still persists.

 

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Adobe Employee ,
Oct 24, 2024 Oct 24, 2024

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Hi @Candi5C3A - There is always a plugins folder when Premiere is installed, make sure that you are following the macintosh HD Library and not the User Library. 

Screenshot 2024-10-18 at 11.52.04 AM.png

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Explorer ,
Nov 04, 2024 Nov 04, 2024

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Hi Jamie, that worked. Thanks for your help.

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Community Beginner ,
Nov 08, 2024 Nov 08, 2024

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WoooHooo!  The community comes thru!  Thanks for solving this for me!

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Community Beginner ,
Oct 20, 2024 Oct 20, 2024

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Just seeing the responses here @jamieclarke but I still have logi options+ installed and been having no issues. It looks like removing the tourbox files was the fix like Ian. Will there be an update so I can use my tourbox controller with premiere or should I reach out to tourbox with this issue?

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Adobe Employee ,
Oct 21, 2024 Oct 21, 2024

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HI @Walter5FB6 - Please reach out to tourbox.  It may have been something in the upgrade process, Can you confirm that you still receive crashes after reinstalling tourbox in version 25.  I see they haven't updated their software since August, here is a link to their downloads (links can change in the future)

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