Premiere Pro 15.0 - 15.2 Won't Open Past Splash Ccreen

Community Beginner ,
Jun 30, 2021 Jun 30, 2021

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Machine:

Intel Core i9-9980XE @ 3.00GHz

128 GB RAM

2 GeForce RTX 2080 Graphics cards

OS drive is Samsung 970 NVMe M2

 

I can run 14.9 with no issues.  All 15.- apps for Premiere will show splash screen then will stop (crash) after showing "Starglow.aex" plug-in.  I've tried running them without that plug-in installed and it still crashes.  I've tried deleting the preference file(s), running as Admin nothing helps, so far.  Any helpful ideas would be greatly appreciated.

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Crash, Error or problem, Freeze or hang

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correct answers 1 Correct Answer

Community Beginner , Jul 02, 2021 Jul 02, 2021
For anyone else looking for a solution:I ended up re-installing Windows 10 (keeping files and deleting apps).Afterwards, I re-installed my Adobe products and Premiere is working again.I decided to do the re-install after realizing that my Media Encoders (from every version) had stopped working too.I'm not saying this was the best solution, but had I done this sooner it would have saved me a lot of time.Once all my apps and settings are back, I'll be ghosting the drive as a back up.Thanks everyon...

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Adobe Community Professional ,
Jun 30, 2021 Jun 30, 2021

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Do not count on Windows to be fully up to date when it comes to device drivers
Go to the vendor site to be sure you have an updated driver for your graphic adapter
•nVidia Driver Downloads http://www.nvidia.com/Download/index.aspx?lang=en-us
••for Premiere Pro use the STUDIO driver, not the GAMING driver
•••such as (this MAY not be the latest) https://www.nvidia.com/en-us/drivers/results/170344/

 

There are also intermittent reports that the newest driver is not always the best driver due to driver bugs or compatibility issues, so you MAY need to try an earlier driver version

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Community Beginner ,
Jun 30, 2021 Jun 30, 2021

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Hey John, thanks for the quick response. Unfortunately, I've tried "direct download" studio drivers a few days ago & again today per your link to no avail.  (Driver versions back to 27...current is 30)  I've even trying the compatibility settings for Premiere.  Adobe has "know issues" for Nvidia laptop gpu (which Premiere runs fine on my Alienware rtx 2070 Super...no problems), but this is my desktop machine.  15.0-15.2 crash on splash screen.

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Adobe Employee ,
Jun 30, 2021 Jun 30, 2021

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Hi there!

Sorry about the crash. Could you try some suggestions mentioned here: https://community.adobe.com/t5/premiere-pro/faq-how-to-troubleshoot-premiere-pro-crash-at-launch/td-...

 

Let us know how it goes.

Thanks,

Kartika

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Community Beginner ,
Jul 01, 2021 Jul 01, 2021

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Windows version: 10.0.19042 Build 19042

Motherboard: X299 Aorus Master

Intel i9-9980XE 3.00GHz, 18 Cores (36 Logical Processors)

RAM: 128 GB

 

NVIDIA GeForce RTX 2080 (2 cards)

Driver Version: 30.0.14.7111

Drivers: Studio (I've tried the gaming version too)  

Dell 38in. Curved Monitors

2560 x 1080 x 60 hertz

Each time I did a clean install on the drivers.

 

Tried them all!

Even dialed back drivers for my graphics card.

I tried changing the resolution on my monitors (1920 x 1080) still not working.

I've changed the compatibility settings for the Premiere .exe file to Windows 8, with DPI options.

Including the crash report (changed file extension ".crash" to ".txt" in order to be able to post.

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Adobe Community Professional ,
Jul 01, 2021 Jul 01, 2021

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Although I haven't seen any recent posts reporting this problem, people have had issues with 2 graphics cards.   Try disabling one of the graphics cards and see if that helps.

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Community Beginner ,
Jul 01, 2021 Jul 01, 2021

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Thanks,

I'll try that shortly...busy morning.

 

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Community Beginner ,
Jul 01, 2021 Jul 01, 2021

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No dice!  Disabled one card and still crashing.

Thanks for the help though

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Community Beginner ,
Jul 02, 2021 Jul 02, 2021

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LATEST

For anyone else looking for a solution:

I ended up re-installing Windows 10 (keeping files and deleting apps).

Afterwards, I re-installed my Adobe products and Premiere is working again.

I decided to do the re-install after realizing that my Media Encoders (from every version) had stopped working too.

I'm not saying this was the best solution, but had I done this sooner it would have saved me a lot of time.

Once all my apps and settings are back, I'll be ghosting the drive as a back up.

Thanks everyone for all the help!

 

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