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Anonymous
September 17, 2019
Question

Premiere Pro Crash on start

  • September 17, 2019
  • 5 replies
  • 1556 views

I'm pasting the crash report, how to solve?

I looked for any update in Creative Cloud, in NVIDIA and Intel drivers.

I tried running the app as administrator but it still crashes.

 

After Effects crashes, Photoshop doesn't crash, Illustrator doesn't crash.

 

 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="2.1.1" clientVersion="2.1.1" applicationName="Premiere Pro" applicationVersion="13.1.4" build="2" source="Windows-Client">
<time year="2019" month="9" day="17" hour="10" minute="5" second="48" timeoffset="60" timezone="ora legale Europa occidentale"/>
<user guid="6fce47d0-5648-4f24-9503-9052a3544dd6"/>
<system platform="Windows 10 Home" osversion="10.0" osbuild="18362" applicationlanguage="en-us" userlanguage="it-IT" oslanguage="it-IT" ram="8074" machine="Intel(R) Core(TM) i7-8550U CPU @ 1.80GHz" model="Intel64 Family 6 Model 142 Stepping 10" cpuCount="8" cpuType="8664" cpuFreq="1992 MHz"/>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFFF4618750">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FFFF4618750" symbolname="cuvidPrivateOp"/>
<stackStatement index="1" address="0x00007FFFF4A7610E" symbolname="NvEncodeAPIGetMaxSupportedVersion"/>
<stackStatement index="2" address="0x00007FFFF4A766C6" symbolname="NvEncodeAPIGetMaxSupportedVersion"/>
<stackStatement index="3" address="0x00007FFFF4A76E81" symbolname="NvEncodeAPIGetMaxSupportedVersion"/>
<stackStatement index="4" address="0x00007FFFF4A8E3E2" symbolname="NvEncodeAPIGetMaxSupportedVersion"/>
<stackStatement index="5" address="0x000000000F1FAE15" symbolname="CodecSupport::EncoderManager::Terminate"/>
<stackStatement index="6" address="0x000000000F2016B3" symbolname="CodecSupport::EncoderManager::Terminate"/>
<stackStatement index="7" address="0x000000000F1F8BED" symbolname="CodecSupport::EncoderManager::Terminate"/>
<stackStatement index="8" address="0x000000000F1EE36C" symbolname="CodecSupport::EncoderManager::Terminate"/>
<stackStatement index="9" address="0x000000000F1F20F5" symbolname="CodecSupport::EncoderManager::Terminate"/>
<stackStatement index="10" address="0x000000000F1DD4D8" symbolname="CodecSupport::EncoderManager::Initialize"/>
<stackStatement index="11" address="0x000000000F6D44A4" symbolname="ML::ExporterHost::Initialize"/>
<stackStatement index="12" address="0x00000000048719FB" symbolname="MZ::InitializerHeadless::InitializerHeadless"/>
<stackStatement index="13" address="0x000000000486FE4A" symbolname="MZ::Info::Shutdown"/>
<stackStatement index="14" address="0x000000000487177F" symbolname="MZ::Initializer::Initializer"/>
<stackStatement index="15" address="0x0000000000AE7AC8" symbolname="unknown"/>
<stackStatement index="16" address="0x0000000000AE6905" symbolname="unknown"/>
<stackStatement index="17" address="0x0000000000AE6FE3" symbolname="unknown"/>
<stackStatement index="18" address="0x0000000000B1E75A" symbolname="unknown"/>
<stackStatement index="19" address="0x0000000000B233D8" symbolname="unknown"/>
<stackStatement index="20" address="0x0000000000B236AB" symbolname="FE::Run"/>
<stackStatement index="21" address="0x0000000140010372" symbolname="unknown"/>
<stackStatement index="22" address="0x0000000140011CDA" symbolname="unknown"/>
<stackStatement index="23" address="0x00007FF85C2C7BD4" symbolname="BaseThreadInitThunk"/>
<stackStatement index="24" address="0x00007FF85DB6CEE1" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x00007FFFF49A6AA0"/>
<register name="RBX" value="0x000000002138A190"/>
<register name="RCX" value="0x0000000000000000"/>
<register name="RDX" value="0x000000002102E0C0"/>
<register name="RSI" value="0x000000002102E0C0"/>
<register name="RDI" value="0x0000000000000001"/>
<register name="RSP" value="0x000000000014CFB8"/>
<register name="RBP" value="0x0000000000000000"/>
<register name="RIP" value="0x00007FFFF4618750"/>
<register name="EFL" value="0x0000000000010246"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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<dumpType>
Mini
</dumpType>
</crash>

</crashreport>

This topic has been closed for replies.

5 replies

N
nebojsac8033189
Participant
October 23, 2019

Did you ever find a solution to this? I'm getting the exact same crash, with NVidia MX130. Installed latest NVidia drivers, reinstalled After Effects, and Media Encoder, still the same issue in both.

Shivangi_Gupta
Community Manager
Shivangi_GuptaCommunity Manager
Community Manager
September 28, 2019

Hi Chirag,

 

Sorry to hear that. Thanks for sharing the crash log. I appreciate all the steps you have done so far to troubleshoot the issue.

 

Please try resetting the preferences and then test the issue. It will make the settigs default. You may refer to this link: https://community.adobe.com/t5/Premiere-Pro/FAQ-How-to-reset-trash-preferences-in-Premiere-Pro/td-p/8236158#8632389

 

Let us know how that goes.

 

Thanks,

Shivangi

N
nebojsac8033189
Participant
October 24, 2019

Hi Shivangi,

 

I have tried what you recommended and still get the same crash as above.

 

Is there any solution to this?

 

Best Regards,

Nebojsa

A
Anonymous
September 17, 2019

I uninstalled Premiere Pro, I removed preferences, I used the Cleaner Tool.

I reinstalled Premiere Pro, ran the program as administrator and this is the crash message:

 

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="2.1.1" clientVersion="2.1.1" applicationName="Premiere Pro" applicationVersion="13.1.4" build="2" source="Windows-Client">
<time year="2019" month="9" day="17" hour="20" minute="57" second="28" timeoffset="60" timezone="ora legale Europa occidentale"/>
<user guid="6fce47d0-5648-4f24-9503-9052a3544dd6"/>
<system platform="Windows 10 Home" osversion="10.0" osbuild="18362" applicationlanguage="en-us" userlanguage="it-IT" oslanguage="it-IT" ram="8074" machine="Intel(R) Core(TM) i7-8550U CPU @ 1.80GHz" model="Intel64 Family 6 Model 142 Stepping 10" cpuCount="8" cpuType="8664" cpuFreq="1992 MHz"/>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FF801D88750">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FF801D88750" symbolname="cuvidPrivateOp"/>
<stackStatement index="1" address="0x00007FF80FD8610E" symbolname="NvEncodeAPIGetMaxSupportedVersion"/>
<stackStatement index="2" address="0x00007FF80FD866C6" symbolname="NvEncodeAPIGetMaxSupportedVersion"/>
<stackStatement index="3" address="0x00007FF80FD86E81" symbolname="NvEncodeAPIGetMaxSupportedVersion"/>
<stackStatement index="4" address="0x00007FF80FD9E3E2" symbolname="NvEncodeAPIGetMaxSupportedVersion"/>
<stackStatement index="5" address="0x000000000F2EAE15" symbolname="CodecSupport::EncoderManager::Terminate"/>
<stackStatement index="6" address="0x000000000F2F16B3" symbolname="CodecSupport::EncoderManager::Terminate"/>
<stackStatement index="7" address="0x000000000F2E8BED" symbolname="CodecSupport::EncoderManager::Terminate"/>
<stackStatement index="8" address="0x000000000F2DE36C" symbolname="CodecSupport::EncoderManager::Terminate"/>
<stackStatement index="9" address="0x000000000F2E20F5" symbolname="CodecSupport::EncoderManager::Terminate"/>
<stackStatement index="10" address="0x000000000F2CD4D8" symbolname="CodecSupport::EncoderManager::Initialize"/>
<stackStatement index="11" address="0x000000000F1844A4" symbolname="ML::ExporterHost::Initialize"/>
<stackStatement index="12" address="0x0000000005A919FB" symbolname="MZ::InitializerHeadless::InitializerHeadless"/>
<stackStatement index="13" address="0x0000000005A8FE4A" symbolname="MZ::Info::Shutdown"/>
<stackStatement index="14" address="0x0000000005A9177F" symbolname="MZ::Initializer::Initializer"/>
<stackStatement index="15" address="0x0000000000F47AC8" symbolname="unknown"/>
<stackStatement index="16" address="0x0000000000F46905" symbolname="unknown"/>
<stackStatement index="17" address="0x0000000000F46FE3" symbolname="unknown"/>
<stackStatement index="18" address="0x0000000000F7E75A" symbolname="unknown"/>
<stackStatement index="19" address="0x0000000000F833D8" symbolname="unknown"/>
<stackStatement index="20" address="0x0000000000F836AB" symbolname="FE::Run"/>
<stackStatement index="21" address="0x0000000140010372" symbolname="unknown"/>
<stackStatement index="22" address="0x0000000140011CDA" symbolname="unknown"/>
<stackStatement index="23" address="0x00007FF85C2C7BD4" symbolname="BaseThreadInitThunk"/>
<stackStatement index="24" address="0x00007FF85DB6CEE1" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x00007FF802116AA0"/>
<register name="RBX" value="0x000000001D386920"/>
<register name="RCX" value="0x0000000000000000"/>
<register name="RDX" value="0x000000001D849F10"/>
<register name="RSI" value="0x000000001D849F10"/>
<register name="RDI" value="0x0000000000000001"/>
<register name="RSP" value="0x000000000014CFB8"/>
<register name="RBP" value="0x0000000000000000"/>
<register name="RIP" value="0x00007FF801D88750"/>
<register name="EFL" value="0x0000000000010246"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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<dumpType>
Mini
</dumpType>
</crash>

</crashreport>

C
Community Expert
Carlos ZiadeCommunity Expert
Community Expert
September 17, 2019

Please try Kevin Monahan's here: https://community.adobe.com/t5/Premiere-Pro/Premiere-Pro-CC-2019-crashes-on-startup/td-p/10179502

A
Anonymous
September 18, 2019

I don't have that file
https://imgur.com/LKtPS9c

Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
September 17, 2019

Use the Cleaner Tool when reinstalling:

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

C
Community Expert
Carlos ZiadeCommunity Expert
Community Expert
September 17, 2019

uninstall then reinstall premiere pro

trash the preferences - hold ALT(option) while on the splash screen

    A
    Anonymous
    September 17, 2019
    hey Carlos, when you say "hold alt while on the spash screen" do you mean after I reinstall premiere pro?
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