Premiere Pro CC Crash on Startup

[tiktiktiktiktiktikt232423]

Hello All,

Downloaded and installed the latest Premiere CC and it crashes on startup.

I am using an Acer Laptop, Specs:

Core i5 1.7ghz with tb 2.5

10 gbs ram

Geforce GT 640m le 1gb

2 SSDs

Windows 7 Premium

Crash Details:

Problem signature:

  Problem Event Name:          BEX64

  Application Name:          Adobe Premiere Pro.exe

  Application Version:          7.0.0.342

  Application Timestamp:          5176598d

  Fault Module Name:          StackHash_1dc2

  Fault Module Version:          0.0.0.0

  Fault Module Timestamp:          00000000

  Exception Offset:          0000000000000000

  Exception Code:          c0000005

  Exception Data:          0000000000000008

  OS Version:          6.1.7601.2.1.0.256.1

  Locale ID:          1033

  Additional Information 1:          1dc2

  Additional Information 2:          1dc22fb1de37d348f27e54dbb5278e7d

  Additional Information 3:          cbc5

  Additional Information 4:          cbc5ec6970b2af35927ad67117ca57e2

This happens every time I open Premiere Pro CC. I have not been able to find any info online about this. Premiere Pro CC works fine on my desktop but for some reason it hates my laptop.

Premiere Pro CS6 works just fine on my laptop, I've never had a problem with it. Any help on this would be great. I have already tried running the CC cleaner script and that did nothing. Thanks.

[Mark Mapes]

Glad that did the trick for you!

And no worries about posting the crash report. Not a big deal. A long deal, yes, but not a big one.

[OliJbob]

I have been working through all of the solutions given online but since updating to Mavericks Premier Pro CC won't open or update in the creative cloud desktop app, can you please help as I rely on this to meet deadlines.

[Kevin-Monahan]

Hi Olijbob,

A few things to try for your crash on launch issue:

• Change Preferences to Write: When you upgrade a Mac OS (as opposed to installing the new version fresh), Mac OS can set permissions of folders and files incorrectly. To fix this in the case of Premiere Pro, go to the preferences folder and set the entire preferences folder ( /Library/Preferences/Adobe/Premiere Pro/7.0 ) and all of its contents to be writable, not read-only.
• Trash preferences
• Make sure the System Preferences > Language & Text is set to English
• Have an AMD GPU? Certain applications, like DaVinci Resolve install CUDA drivers, even if you have AMD GPUs. This can cause issues with Premiere Pro. See this blog post.
• Sign out from the Creative Cloud application and then Sign in
• If you have a NVIDIA GPU, update CUDA drivers in System Preferences > CUDA

These are things that have solved similar issues for other customers. If none of these things work, send me a PM and I'll escalate your issue.

Thanks,

Kevin

[LillianY]

I've had so many problems with Premiere Pro ($50/mo for the suite) that I've not had with FCP X ($300 flat). It's embarrassing when a major director sits behind you and you have to explain that you can't open the project or that the software isn't opening. This has happened so often that when the project is open, I like to keep it open. It's ridiculous. From re-setting preferences to not the app not opening at all, I want to be done with PP. Too bad I've already signed on to pay for a year. 

[EchoScout95]

Hey I have recently purchased the cloud service for adobe and i have been trying to open adobe premire bt everytime i do it says it has stopped working before it even opens. I chose to see what the problemwas and i found this:     

Files that help describe the problem:

  C:\Users\Boys\AppData\Local\Temp\WER6F95.tmp.WERInternalMetadata.xml

  C:\Users\Boys\AppData\Local\Temp\WERBE42.tmp.appcompat.txt

  C:\Users\Boys\AppData\Local\Temp\WERCA92.tmp.mdmp

I have updated my drivers but stille the product wont open. What can i do to fix the problem so i can use the product?

[Eurocorp]

I have the same problem and urgently need to use it - Can someone please help?

I have tried updating and restarting my computer.

[Les Preiss]

I purchased the Cloud membership in May 31, 2013. I have followed the suggestions and recomendations of the great Adobe Community but still have not been successful in getting PP or SG to load without crashing! As I said in an earlier post, I can't spend any more time trying things but want direct help from Adobe. I wish you well.

[Les Preiss]

I finally got Adobe's Premiere Pro CC and SpeedGrade CC to both work on my laptop! After reading many discussion forums and trying many things, what worked for me was to change the compatibility mode of Premiere Pro CC and SpeedGrade CC. Thanks to Adobe tech support taking control of my laptop and doing their magic, here is what was done:

Left click your mouse on the Windows "Start" icon. Find Premiere Pro's icon and right mouse click on it. When the menu options pop-up, left click on "Properties." Left click the "Compatibility" tab. Check the "Run this program in compatibility mode for:" box. Then select your operating system from the drop-down list. Also check "Run this program as an administrator" box. Left click the "OK" button.

I'm sorry it took so long to respond; I hope this helps.

I'm running fine now. Be aware, Premiere Pro CC is not backward compatible with CS6.

[cscooper2013]

Les,

I am aware of this feature in Windows, but can you offer a little further clarity (I'm not having this issue, but some may need it)?  Are you saying that if you are running Windows 7, and you get this crashing behavior, that you should set compatibility mode to "Windows 7"?  If so that's very odd.  Usually this feature is used to set compatibility to an older operating system (i.e. from Windows 7 down to Windows Vista or XP compatibility).

Interesting find, either way.

[Les Preiss]

Yes, it is very interesting and was something I did not consider when trying to find the problem. At first, the Adobe tech selected the compatibility mode for Vista instead of Windows 7, which I am running. Premiere Pro CC ran fine but the look wasn't the best, or at least wasn't what I was used to seeing on my laptop. While we were still connected, I set it to Windows 7 and all looks good. I do think the editing is a bit more sluggish than CS6 and stutters a bit on play back. Now I need to find out why it doesn't recognize my CUDA video card. Oh well, always something.

[Tinybowser]

This is it for me atleast! First i had an error when I opened premiere and fixed that by setting my screen mode to 60 hertz from 120 ( i have no one mention this before so maybe this is helpfull to someone or was just something only i had) After that i got the error saying could not load video modules. And I tried alot but this actually worked.  So thnx alot !!!!

[wmeyerhoeffer]

I am having the same issue. I tried making the video files only 5 minutes long to piece it together, I've tried to make just pictures of the video and attach the audio but every time I open Premiere Pro CC it crashes after 3 minutes.

I did the fix to try and run it on an older operating system. I tried Vista, Windows 7, Windows 7 with the service pack, etc.

What else can I do?

[Guest]

Experiencing an identical problem. All other CC applications are working without a hitch, just Premiere Pro CC seems to be crashing on startup.

[Ken G. Rice]

Moved from the Creative Cloud to the Premiere Pro forum. They will be able to help you here.

[stach343]

I have the same problem. {Acer Aspire V3-571G with ssd disc}

Reinstalled premere cc, upgraded video card drivers and still crashes at startup.

[tiktiktiktiktiktikt232423]

Well I updated my drivers through the Nvidia control panel and restarted my computer and now Premiere Pro CC is working for me.

[stach343]

I wish it would work for me:) Ones again I've updated video card drivers and this time premere crashes after 10s. 😕

[tiktiktiktiktiktikt232423]

stach343 wrote:

I wish it would work for me:) Ones again I've updated video card drivers and this time premere crashes after 10s. 😕

So do you have the Nvidia GeForce GT 640m graphics card too? When you install do you click custom set up and then the option to perform a clean install? It removes all the old settings and installs the new driver.

[stach343]

I had checked clean install, reinstalled dirivers but this it crashed after aprox. 3 minutes. Still thanks for your help:)

[barcellad]

in my case, I have a geforce gt650M

I finaly did a clean uninstall of all nvidia drivers.

then re-installed tem.

it indeed removed all my settings (sic) but didn't fix the situation...

Question to adobe engineers: do we agree that if another graphic card is use to start Premiere interface, it won't be able to use Cuda from the nvidia card? Mercury won't work properly.

[stach343]

I eventually found my recovery disc and recovered my machine using symantec system recovery. This time I'll be much more cautious upgrading any CC software 😕

[Guest]

Still not working for me either- I also have the GT650M graphics card in my laptop. Very frustrating given that this is the primary piece of CC software we need running a production company. I really hope this is sorted out soon!

[tiktiktiktiktiktikt232423]

So premiere was working and then Nvidia released another update for my gpu and now premiere is crashing on startup.. I'll try rolling back to the earlier version of drivers and see if it works again.

[tiktiktiktiktiktikt232423]

Rolled back the drivers and it is still crashing on startup.

[excited_Genie16B8]

I see that some folks are using Laptops.  Be sure to go into your BIOS and completely disable any on-board graphics.  You want the installed card to be the only option.