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ShaunWCreative1
Participant
July 24, 2020
Question

Premiere Pro 14.3.1 Crashing On Startup

  • July 24, 2020
  • 2 replies
  • 1729 views

I've had the same issue on 14.3 and 14.0.
The initial splash screen appears then the submit a crash report pops up straight after.

It was working fine on 14.0 when I was working from home but once I brought the machine back to the office it stopped working completely. The only change has been being on a different network, and using different monitors.

Crash logs also dont seem to generate in the previous place anymore (Appdata>roaming>adobe>premiere pro>logs) so I cant get any info as to why the crash is happening.

    This topic has been closed for replies.

    2 replies

    Joëlle Bh
    Community Expert
    Joëlle BhCommunity Expert
    Community Expert
    July 24, 2020

     

    When Premiere Pro crashes, it places the crash logs on your computer. The crash logs stores relevant information that can help in troubleshooting the issue. Having a copy ready for technical support can lead to a quicker resolution.

     

    Follow these steps to find Premiere Pro crash logs on Windows:

    1. Open Windows Explorer by pressing the Windows+E keys.
    2. Unhide hidden folders by following these instructions: https://support.microsoft.com/en-in/help/14201/windows-show-hidden-files​
    3. Navigate to the following folder to collect the crash log

    OS:\Users\<username>\AppData\Roaming\Adobe\Premiere Pro\14.0\logs

    [NOTE: <username> is your Windows user name]

     

    14.0 referes to premiere pro cc 2020 

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    ShaunWCreative1Author
    Participant
    July 24, 2020

    As I mentioned in my original post, the logs aren't generating in that location, and haven't at all since I updated to 14.3, so either they're going elsewhere, or thats another issue that I'm having

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    July 27, 2020

    Still having issue with this, Shaun? If so, on the launch screen, do you see the component loading in the window at the time the app launch is halted? Please let us know.

     

    Thanks,
    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    Joëlle Bh
    Community Expert
    Joëlle BhCommunity Expert
    Community Expert
    July 24, 2020

    Hello shaun,

     

    I wonder if clearing your preferences and trashing your media cache would help. There may be something left over in those files that isn't supposed to be there.

     

    Preferences: FAQ: How to reset (trash) preferences in Premiere Pro?

    Media Cache: FAQ: How to clean (delete or trash) media cache files?

     

    Let me know if this works!

     

    can you provide us with more info about your pc system?windows? Mac? Which version? 


    if you're a windows user and you tried to clean the cache and to reset the preferences and it didnt't work i think you need to create a new local administrator user account, sign into it and try to open Premiere. If it works that  means that something in the old user account was broken.

     



      S
      ShaunWCreative1Author
      Participant
      July 24, 2020

      Clearing the cache and preferences didn't work. I also tried to uninstall and reinstall which didnt help either.

       

      It's a windows 10 system. I can't create an admin account as its a work PC and I dont have permissions. I've asked the IT team to help but I'm getting a new machine in a month so they wanted to wait and see if that fixed the problem and I can't really wait that long so was hoping there'd be an easy fix.

       

      Can you let me know where the crash logs are saved in this new version so I can share that? 

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