How to submit crash reports for Digital Video applications

Submit crash reports in the event of an issue with Premiere Pro or other video applications

In the event of an issue with Premiere Pro (or any other video application), you can examine and submit crash reports through the Adobe Crash Reporter dialog.

Why submit crash reports?

Why submit crash reports to Adobe with your e-mail address and description of what you were doing when the problem occurred?

  • For known issues, we can e-mail you a solution for correcting the problem.
  • For unknown issues, the more reports we have with detailed descriptions and contact info, the more likely we can track down the problem and provide a solution.
  • Thanks to the help of users who have submitted reports with e-mail contact information and detailed descriptions, we are able to fix stability and crash issues.

How to submit crash reports?

A crash report dialog appears a few moments before Premiere Pro starts to crash. You may see one of the following dialog boxes.

Error dialog
Error dialog

Another type of error dialog
Another type of error dialog

If requested, provide a detailed description.

If you can consistently reproduce the problem with specific steps, submit those steps. Even if you don’t know the exact steps to consistently reproduce the problem, try to provide as much detail as you can about what you were doing when the problem occurred: What operation were you performing when the problem occurred? What type of document were you using? Did you recently use any plug-ins? If the problem is specific to a particular file, feel free to share the file via Creative Cloud, Dropbox, or some other file sharing service and include a link to the file in the problem description.

Please include your e-mail address.

Someone from the product team may want to contact you to gather more information, or the team may notify you of a fix or a workaround via e-mail.

How crash reports work

In the unfortunate event that Premiere Pro or any other digital video application crashes, the crash reporter collects a log of what the app was doing at the time the crash occurred. It uploads that information into a database, and the engineering team uses that information to analyze crashes and develop solutions.

Note:

Do not confuse our crash reporter with either the Apple or Microsoft crash reporters, which do not send any information directly to Adobe.

Privacy

You have the assurance that Adobe is not monitoring your activity through our crash reporter. The digital video applications detect the crash, and we don’t know anything about it until you send the report to Adobe. The report originates on your computer.

Adding more information, such as what you were doing when the error occurred, is very helpful in diagnosing the problem. If you choose to provide your contact info such as your e-mail address, Adobe will use it only if we need to contact you about your crash or notify you of a fix or a workaround. Your personal information will not be used for marketing purposes. You can send the report anonymously if you’d like.

These reports go directly to the engineering teams, and the reports are a tremendous resource for helping us improve the product.

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