the program closes without notifying me

[Laura22363112wadb]

I have the 2021 version, and a couple of days ago I started to close showing me this error EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFEC164B33B

Then, it already closes without warning me, I tried to uninstall the program, clear cache of temporary files, but nothing works.

¡Help me please!

[Jeff Bellune]

FAQ: What information should I provide when asking... - Adobe Support Community - 3929027

[Kartika Rawat]

Hi there!

Sorry about that. When exactly are you getting this error? Can you let us know your OS?

Thanks,

Kartika

[Laura22363112wadb]

Hi!, 

Mi PC:

Windows 10

Procesador: Intel Core 7 8th generacion

RAM 16 GB

Graphic card: NVIDIA Quadro P 1000

Premiere Pro 2021 Version: 15.4.1

The error no longer appears, only the program closes

thanks for your help

[Jeff Bellune]

When the program shuts down like that, I recommend this procedure:

1. Launch Pr from a shortcut (taskbar, start menu, Desktop) while holding down the Shift+Alt keys.  Alt resets prefs and Shift clears plugin cache.
2. Keep the keys pressed until the main program window appears.
3. Before trying to open any project or starting a new one, go to Preferences>Media Cache and delete *all* your media cache files.
4. Now try opening a project or starting a new one.

[neil wilkes]

Have you by any chance updated Windows 10 recently?

I think if I were you I would completely uninstall Premiere and then do a registry sweep, clean up any lingersing files & do a cold reboot and then reinstall from scratch.

This is a serious error that basically means 'this system cannot cope any longer but we do not know why'

see https://www.windowsbbs.com/threads/what-causes-exception-code-c0000005-access_violation.40538/

[Laura22363112wadb]

Hi again, 

I tried this solution, but I keep getting the error, also when I try to play video in premiere pro, it sounds choppy, then this is when closes. I generated an error report and I get this:

[Jeff Bellune]

Are you running Premiere Pro as an administrator? If not, please try that.

[Richard van den Boogaard]

Have you updated the firmware for your GPU recently?

Please give this a try.

[Laura22363112wadb]

Hi, that's right, I have all the component drivers updated

[neil wilkes · Accepted solution]

Hi, that's right, I have all the component drivers updated

By @Laura22363112wadb

And therein probably lies the problem. Windows 10 is an absolute nightmare OS, especially with regard to 'updates' (we only keep a W10 system for reference and helping here. Our production systems are 2 Windows 7 Pro machines and a Big Sur MacBook Pro for herself) as more often than not a W10 update is going to break something installed (my W10 machine was delivered newly built, and the very first time the OS 'updated' itself it turned a brand new £3,000 PC into a boat anchor - I had to literally call support and have them talk me through wiping the HDD System drive & fully reinstalling the OS & Motherboard drivers)

I strongly advide uninstalling all Creative Cloud applications fully & completely, making sure all references are gone (remove all preferences etc). Then shut down fully, wait about a minute or so, restart & reinstall from scratch. Then see what happens.

It may be a corrupted OS installation - the failure to verify Kernel32.dll is a worry & failure of kernelbase.dll is an even bigger concern - there is something horribly wrong at the OS level by the look of it.

Can you please let us know what application did the component drivers update - it wasn't some driver update utility was it?

[Laura22363112wadb]

hello, thanks for your answer, indeed that is what happened., I do not know exactly which update of windows 10 was the one that caused the error, however, update the program to its latest version 22.1.2 and it no longer closes, however from time to time the video stops showing and it is necessary to close and return to open the project.

[neil wilkes]

I feel your pain, I really do.

Glad it seems to be sorted out now though

[Michael Grenadier]

gotta say I've been working intensively in windows 10 for the last 1.5 years (while still keeping my hand in on a few mac machines) without ever having any issues with an update.     I'm betting the vast majority of windows users are working in windows 10.    I do wish it was a simple process to create a bootable clone for windows 10 so if an update causes issues, it would be a simple issue to restore your system to it's previous state.  Did a fair amount of research on this without any success (but might be my own limitations).  On the mac, I always make sure I have a bootable clone available and update it before any major updates and at least once a month regardless...