Participant

Question

Premiere Pro CC Crash on Import (Mac)

Forum|Forum|8 years ago
August 7, 2017
2 replies
2165 views

I am having a serious issue with Premiere Pro CC. As soon as I try to import ANY footage I get the following error and Premiere crashes.

"Sorry, a serious error has occurred that requires Adobe Premiere Pro CC to shut down. We will attempt to save your current project."

I want to mention that his error and crash happens no matter what type of file format I try to import. I've never been able to import a single file, video or audio without the application crashing instantly.

I'm running a Mac Pro with OSX 10.11. I don't have any other issues on this computer, I also have After Effects CC and Photoshop CC installed and they work fine, but no matter what I try, I can't get Premiere Pro to work. I am using the latest version of Premiere Pro downloaded from the Adobe Cloud App. I've tried removing the application completely and re-installing, but I get the same error and result every time.

I have uninstalled and re-installed the application several times, which hasn't helped. I've searched everywhere for solutions, including changing permissions of all of the Adobe folders to make sure they are read/write. I've also tried clearing preferences for the application and holding option and shift when starting the application.

I've tried all of the solutions posted for this error that I could find and it still isn't working.

I'm paying for this application so I need some help or I'm going to have to cancel the service since I can't use this application.

This topic has been closed for replies.

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dahlitz

Participant

I realize this is an old thread, but after a long search this discussion is as close to my own problem with the same symptoms of crashing when importing any video. All other CC products work fine but PP continues to be useless as I cannot even get started as it crashes as soon as I put in any video file.

I'm also on an older Mac Pro and have two ATI Radeon HD 5770 cards that work great with every other product.

Premier Pro CS6 did work fine but I had uninstalled that to go to PPCC and now I'm left with projects to do but no video editing software to do it on!

Please point me in the right direction here - is there a way I can download CS6 again? I can't see it on the Creative Cloud menu.

Thanks

Matt

A

Ashley7

Legend

Have you tried to Use the Creative Cloud Cleaner Tool to solve installation problems ?

T

travisty2113Author

Participant

I tried the cloud cleaner tool and removed everything, but after a fresh install Premiere Pro CC still crashes as soon as I attempt to import any files.

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travisty2113Author

Participant

I ran across this: Troubleshoot Mac OS 10.x system errors, freezes | Adobe software

Not sure if it will be helpful.

I'm on PC not Mac so my assistance will be limited... maybe a Mac person has suggestions.

My belief is that if you've cleaned everything and the program is crashing, the cause would be system-related... meaning some driver, app, or system "thing" outside the Premiere app space, but which Premiere interacts with directly or indirectly is the cause.

I assume your Mac is up to date (drivers, firmware, BIOS updates), and all drivers for all devices are the latest?

On the PC, I'd personally delve into stack traces to see where the access violation or exception is occurring... often you can see the module or even function which is causing things... but that's generally a more technical thing that most users don't do and it's been so long since I've worked on a Mac I can't immediately recall where on the Mac that information is.

This is all to say you might look into information on where the Mac stores crash reports or information... some operating systems keep things minimal/disabled by default, where you have to activate more detailed crash report retention, that sort of thing. There may be settings or logs on the Mac that can help you find more information.

As well, there may be Apple Mac steps (beyond the above Adobe Mac troubleshooting info) which has instructions on how to handle situations where an application is crashing. An app crash isn't always the app itself... for example, it may call into a module by another third party which has bugs... for example, if there are some user-mode stubs to access system resources on your Mac, which Premiere indirectly accesses through querying API spaces to find, say, audio devices or some such... then calls into those APIs/modules... the 3rd party module/DLL/stub can be buggy and cause an access violation causing the process to crash. That's why a stack trace can be immensely helpful. But without more technical info, a user can ensure all modules and system bits are as up to date as is possible. You've probably done that but I mention it fwiw... sometimes even I forget to simply update the 3rd party components.

Forgive if the above is more jabber than useful info.

Thank you for the reply.

I've just tried several of the methods above but I'm still getting the error.

I did notice something that might be of help. When I open Premiere everything seems fine, then I double click the import window and choose a file to import. That file then shows up in the import window. It's not until I place my mouse cursor over the footage in the import window that the application crashes with the error I mentioned in my original post.

I've tried importing several different video files with different types, all files are on an internal hard drive. The videos files work and play fine outside of Premiere and I can import those same files into After Effects without issue. I also tried importing files from an external drive, but I still get the error when I mouse over the imported file.

I don't understand what it is about placing my mouse over the footage in the import window that would cause the app to crash, but that's when it happens every time.

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