Copy link to clipboard
Copied
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.
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:
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.
What version of Elgato Stream deck software do you have installed?
Copy link to clipboard
Copied
@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.
Copy link to clipboard
Copied
Hi @Walter5FB6 - Just to confirm if you open the effects manager all of your effects are disabled?
Do you have Aspera installed by chance?
Copy link to clipboard
Copied
Do you know how I would be able to update that?
Copy link to clipboard
Copied
Do you have Aspera installed, is that what you are referring to?
Copy link to clipboard
Copied
@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!
Copy link to clipboard
Copied
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!
Copy link to clipboard
Copied
HI @Walter5FB6 @Ian Albinson - Do you have anything logitech installed? or any other programs that interact with Premiere?
Copy link to clipboard
Copied
Yes. I'm trying to use Logitech's new MX Creative Console, and can't set up the Control Surface... setting.
Copy link to clipboard
Copied
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?
Copy link to clipboard
Copied
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.
Copy link to clipboard
Copied
Any follow up to this? Removing Logitech Options+ did not fix the issue. Neither did removing all 3rd party extensions.
Copy link to clipboard
Copied
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.
Copy link to clipboard
Copied
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:
Copy link to clipboard
Copied
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.
Copy link to clipboard
Copied
I don't have a "Plug Ins" folder in that location. Problem still persists. I installed 25.0 and the problem still persists.
Copy link to clipboard
Copied
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.
Copy link to clipboard
Copied
Hi Jamie, that worked. Thanks for your help.
Copy link to clipboard
Copied
WoooHooo! The community comes thru! Thanks for solving this for me!
Copy link to clipboard
Copied
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?
Copy link to clipboard
Copied
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)