TechNote

Troubleshoot crashes, system errors, and freezes (After Effects CS3 on Mac OS X)

What's covered

Beginning troubleshooting
Intermediate troubleshooting
Advanced troubleshooting

This document can help you resolve system errors that occur while you use Adobe After Effects CS3 in Mac OS X. System errors can manifest themselves in many different ways, including (but not limited to) the following:

A blank or flickering dialog box
A frozen cursor or screen
An error message such as, "The application 'After Effects' has unexpectedly quit. The system and other applications have not been affected."

Different factors can cause system errors, including conflicts among device drivers, software, and hardware, and corrupt elements in specific files. Although a system error may occur only when you work with After Effects, After Effects may not necessarily be the cause--it may be the only application that uses enough memory or processor cycles to expose the problem.

To benefit most from this document, perform the tasks in order. Keep track of the tasks you perform and the results of each task, including errors or problematic behavior. Adobe Technical Support can use this information to better assist you, if you need to call.

Beginning troubleshooting

The tasks in this section can help you resolve the most common system errors. Before performing any of these tasks, back up all personal files (for example, After Effects files you created). Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem.

1. Make sure that the system meets the minimum requirements for After Effects.

After Effects may not run correctly on a system that doesn't meet the following requirements:

PowerPC G4 or G5 or multicore Intel processor
Mac OS X v.10.4.9
1GB of RAM for DV; 2GB of RAM for HDV and HD
3GB of available hard-disk space plus 2GB of space for optional content (additional free space required during installation)
1024x768 monitor resolution with 32-bit video card; Adobe recommended graphics card for GPU-accelerated playback
For OpenGL support: Adobe After Effects supported OpenGL 2.0 card (NVIDIA recommended)
DVD-ROM drive
QuickTime 7.1.5 software required to use QuickTime features
Internet or phone connection required for product activation

To check how much RAM is installed, choose About This Mac from the Apple menu. The Memory value indicates the amount of installed RAM.

2. Re-create the After Effects preferences file.

You can re-create the After Effects preferences file to eliminate problems caused by a damaged preferences file.

Note: Re-creating the After Effects preferences files restores settings to their defaults.

To re-create the After Effects preferences file:

Quit After Effects.
Drag the Adobe After Effects 8.0 Prefs file from the Users/<username>/Library/Preferences/Adobe/After Effects/8.0 folder to the Trash.
Restart After Effects.

If the problem recurs after you re-create the After Effects preferences file, then the problem isn't related to preference file. To restore custom settings, drag the file you moved in step 2 back to its original location, and then click Replace to the alert "An item named 'Adobe After Effects 8.0 Prefs' already exists in this location. Do you want to replace it with the one you're moving?"

3. Remove the OpenGL plug-in from the After Effects plug-ins folder.

After Effects uses OpenGL to accelerate previews by sending data directly to the video card. Freezes or crashes during startup or when you preview a composition may be caused by OpenGL. To determine if the problem is caused by OpenGL, remove the OpenGL plug-in and restart After Effects.

To remove the OpenGL plug-in:

Quit After Effects.
Drag the AE_OpenGL.plugin file from the Applications/Adobe After Effects CS3/Plug-ins/Extensions folder to the desktop.
Restart After Effects.

If the problem recurs, it isn't caused by OpenGL. Drag the OpenGL plug-in back to the original location. If the problem doesn't recur, it's caused by OpenGL. To troubleshoot the cause of the problem, see "Troubleshoot OpenGL problems in After Effects CS3" (Technote kb402244).

4. Run After Effects while no other applications are running.

To maximize available RAM and reduce the chance that another application may conflict with After Effects, quit open applications, and then restart After Effects.

If applications don't quit as expected, then force quit them.

To force quit open applications:

Choose Force Quit from the Apple menu.
In the Force Quit Applications dialog box, select an application, and then click Force Quit.

Note: Don't select the Finder, which is the core Mac OS component.
Click Force Quit again when Mac OS returns the alert "Do you want to force After Effects to quit?"
Restart After Effects, try to re-create the error, and continue as follows:
- If the error doesn't occur, then the application you selected in step 2 conflicts with After Effects.
- If the error occurs, then repeat steps 3-4; or, if you've quit all open applications, then proceed to the next task.

5. Log in as a user with administrator access privileges.

If you lack administrator access privileges, then After Effects may be unable to access necessary files. To determine if limited privileges cause the problem, log in as a user with access privileges, and try to re-create the problem. If the problem doesn't recur, then the account you were previously using lacks access privileges. Contact your system administrator to grant you access privileges.

To log in as a user with access privileges:

From the Apple menu, choose Log Out.
Click Log Out when the system returns the message "Are you sure you want to quit all applications and log out now?"
When the log in screen appears, select a user with access privileges, type the appropriate password, and then press Return.

6.Run After Effects with the Login Items disabled for the user account.

To disable nonessential extensions located in the user accounts Login Items folder: Press Shift while you restart the computer. Pressing Shift disables any applications that are in the Login Items folder.

7. Run After Effects from within a new user account.

Occasionally, a user account can become corrupted and prevent the installer from accessing or creating the necessary files and folders. Create a new account, log in to the new account, and then try to run After Effects.

To create a new user account:

From the Apple menu, choose System Preferences.
Click Accounts.
Click the lock icon if it's closed, and log in to make changes.
Click the plus sign.
Create a new user account. Make sure to remember the new password and to give the account administrative privileges by selecting Allow User to Administer This Computer.
Click Create Account and close the Accounts window.
Choose Log Out from the Apple menu.
Log into the new user account.

8. Install current Mac OS X updates.

Updates to the Mac OS X operating system can improve its performance and compatibility with applications. You can obtain Mac OS X updates from the Apple website at www.apple.com/downloads/macosx/, or choose Software Update from the Apple menu. For assistance installing updates, contact Apple technical support.

Important: Before you install a system update, check the system requirements for After Effects CS3 (and any third-party software or hardware you may use with After Effects) to ensure compatibility. If the update isn't listed,then contact Adobe or the manufacturer of your third-party software or hardware.

9. Update the video card driver.

Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, then contact the video card manufacturer for an updated driver, or download one from the manufacturer's website.

10. Reinstall After Effects.

An incorrect installation can cause errors when you work in After Effects. Reinstalling After Effects can eliminate these errors.

To reinstall After Effects:

Move any personal files from the After Effects folder on the hard disk to another location.
Delete the After Effects folder on the hard disk.
Complete task 4 to force quit open applications. The task number may change; it should refer to the task above, "Run After Effects while no other applications are running."
Double-click the installer file in the After Effects folder on the application CD.
Follow the on-screen instructions to complete the installation.

Note: If you previously installed an update to After Effects, then reinstall the update after you reinstall After Effects.

Intermediate troubleshooting

If the tasks in the previous section don't solve the problem, then try the following intermediate troubleshooting tasks.

11. Identify the file that causes the problem.

If an error indicates which file causes the problem, then replace the file. If the indicated file is a footage file in your project, re-copy the file to your hard disk or re-save or recapture the file in the application that created it. If the indicated file is a system file, reinstall the application to which that file belongs. If that file is damaged and causes problems in After Effects, then reinstalling the associated application can correct the problem.

If an error indicates a Mac OS system file, then contact Apple for help replacing that file.

12. Troubleshoot third-party plug-ins.

Remove third-party plug-ins from the After Effects plug-ins folder, and then restart After Effects. If the problem recurs, move the plug-ins back to the After Effects plug-ins folder. If the problem doesn't recur, then identify and address conflicting plug-ins.

To identify and address conflicting plug-ins:

Move one third-party plug-in back to the After Effects plug-ins folder, located at Applications/Adobe After Effects CS3/Plug-ins.
Restart After Effects, and try to re-create the problem.

If the problem doesn't recur, then begin again at step 1. If the problem does recur, then contact the developer of the plug-in that you last moved, and inquire about an update.

13. Troubleshoot video codecs.

Many startup problems and application freezes may be caused by video codecs that are incompatible with your operating system or applications. Troubleshoot codec problems by removing recently installed codecs or by temporarily disabling one codec at a time and attempting to recreate the problem.

Note: Removing a codec may cause some video files to become unreadable, or may cause some applications to stop working. Use caution when removing codecs. If you are not certain which codecs should remain on your system, then contact Adobe Support for additional help.

To disable a video codec:

Open the Library/QuickTime folder.
Drag the codec component file to the desktop.
Restart the computer.

Test the problem in After Effects after removing a codec, then repeat the steps above for each of the codec component files in the Library/QuickTime folder. If the problem stops after removing one of the codecs, reinstall the codec or contact the manufacturer of the codec. If the the footage files you are using in your project use the codec that is causing the problem, consider using a different codec.

To reenable a video codec, drag the codec component file back to the Library/QuickTime folder, then restart the computer.

14. Repair disk permissions by running Disk Utility.

If you log in to an account with administrator privileges, but are still unable to install or run After Effects, then your disk permissions may be damaged.

To repair your permissions using the Disk Utility:

Choose Go > Applications, open the Utilities folder, and then double-click Disk Utility.
Select the volume on which you want to install After Effects, and then click Repair Disk Permissions.
Click the First Aid tab.

15. Troubleshoot fonts.

A system error can occur if After Effects accesses a damaged font. You can troubleshoot fonts to determine if they cause the problem.

To troubleshoot fonts:

Deactivate all font management utilities, such as Adobe Type Manager or Extensis Suitcase.
Start Font Book from the Applications folder.
In the Collection column, select Computer.
Choose Edit > Disable Collection. Click Disable, when asked to confirm.
Run the After Effects installer. Then do one of the following:
- If the problem recurs, then repeat steps 4-5 to disable the User and Classic collections.
- If the problem doesn't recur, then the problem font is in the collection you disabled. In Font Book, enable one font at a time in the collection and try to reproduce problem until you find the damaged font.

16. Optimize hard disks.

Installation or application errors can occur if the hard disk is very fragmented. Optimizing the hard disk rearranges files to minimize future fragmenting. It also restores fragmented files into single contiguous blocks, making hard disk space more accessible to the installer.

Use a disk-optimizing utility, such as Symantec Norton Utilities, to optimize (defragment) each hard disk. For instructions on using a utility, refer to the documentation included with the utility.

17. Check hard disks for damage.

A damaged hard disk can cause installation errors. Check hard disks using a disk utility, such as Apple Disk Utility, Symantec Norton Utilities, or Micromat Drive 10.

Disclaimer: Adobe doesn't support third-party disk utilities but provides the following instructions as a courtesy. For support, contact the developer of the disk utility.

To check for damage by using Apple Disk Utility (included on the system CD):

Start the computer from the system CD.
Choose Installer > Open Disk Utility.
Select the disks to be checked, and then click the First Aid tab.
Click Repair to check and, if necessary, repair selected disks.

18. Optimize the memory preferences.

After Effects can be set to allocate a percentage of available RAM when rendering and previewing compositions. To specify the memory settings in After Effects, choose After Effects > Preferences > Memory & Cache.

In certain situations, allocating too much RAM may cause memory errors, freezes, or crashes. Using a smaller percentage of RAM will slow performance but may prevent memory-related problems. For information on how to optimize the memory preferences, see the Memory, Storage, and Performance section of After Effects Help.

19. Optimize the disk cache.

After Effects can be set to use a disk cache file (that is, temporary disk space) when insufficient RAM is available for storing rendered frames. The hard drive partition you specify as the disk cache should have enough free space for the complete rendered composition. If necessary, remove unnecessary files from your hard disk(s).

To specify a scratch disk in After Effects, choose After Effects > Preferences > Memory & Cache.

20. Disable the multiprocessor preference.

After Effects CS3 can render multiple frames simultaneously if your computer has multiple processors or a multi-core processor. Freezes or crashes that occur when rendering with multiple processor cores may indicate a hardware or memory problem.

To disable the multiprocessor preference:

Choose After Effects > Preferences > Multiprocessing.
Deselect the Render Multiple Frames Simultaneously option.
Click OK.

For more information about the multiprocessor capabilities, see the Memory, Storage, and Performance section of After Effects Help.

21. Troubleshoot ICC profiles.

A system error can occur if After Effects accesses a damaged ICC profile. Troubleshoot ICC profiles to determine if they cause the problem:

Move all profiles from the following folders to the desktop:
- Library/ColorSync/Profiles folder
- Library/Application Support/Adobe/Color/Profiles
- System/Library/ColorSync/Profiles
Restart After Effects, and try to re-create the problem:
- If the problem recurs, move the profiles to their original location.
- If the problem doesn't recur, move one profile at a time to its original location and then repeat step 2 until you identify the profile that causes the problem.

22. Scan for viruses.

Use current anti-virus software, such as McAfee Virex or Symantec Norton AntiVirus, to check the system for viruses. Make sure that you have the latest virus definitions for the anti-virus software you use. Although virus infections are rare, they can cause unexpected system behavior, including installation errors. Running virus-detection software regularly (for example, daily) prevents viruses from damaging software on the system. For instructions on running or obtaining the latest updates to the virus-detection software, refer to its documentation.

Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, then you may be able to resolve the problem by reformatting your hard disk or by determining if hardware is conflicting with After Effects.

Disclaimer: Adobe doesn't support hardware and provides these tasks as a courtesy only. For further assistance, contact the hardware manufacturer or an authorized reseller. If you troubleshoot hardware problems yourself, then you may void the computer's warranty.

Note: Before you remove or rearrange hardware, turn off and disconnect the power to the computer and any peripheral devices.

23. Use the Process Viewer to identify and quit processes that may be using large amounts of system resources.

To ensure that After Effects has enough system resources, use the Process Viewer to quit processes that use more than 30% of the system resources.

Choose Go > Applications.
Open the Utilities folder, and then double-click Process Viewer.

Note: If the Process Listing window doesn't appear, then choose Window > Process Listing.
Set Sample Every to 5 seconds.
Select each process that uses more than 30% of the CPU, and choose Processes > Quit Process.

24. Install to a different hard disk that is designated as the startup disk.

Install the system software on a different hard disk (not a different partition on the same disk) and then specify that disk as the startup disk. Then, install After Effects to the new hard disk.

To specify the startup disk:

Choose System Preferences from the Apple menu.
Select Startup Disk from the System selections.
Select the drive to which you reinstalled the system software.
Restart the computer.

25. Check for damaged PCI or PCX cards.

Damaged or incompatible PCI or PCX cards can cause system errors. To check PCI or PCX cards, turn off your computer, remove any processor accelerator cards, video cards, or other installed expansion cards, and then restart the computer.

26. Disconnect peripheral devices.

Disconnect peripheral devices one at a time. Peripheral devices include devices connected by FireWire, USB, Serial ATA, IDE, or SCSI. If an error doesn't occur when an external device is disconnected, then there may be a problem with the device, the cable, or the connection. Contact the manufacturer of the device for troubleshooting steps for the device.

27. Check for problems with RAM modules.

Ensure that the RAM modules are installed properly and are not the cause by doing one or more of the following:

Change the order of the installed RAM modules.
Remove all but the minimum number of RAM modules needed to run Mac OS and After Effects, and test to see if the problem persists. If it does, then replace the RAM modules you removed and remove the others, testing again to see if the problem persists. If the problem does not recur, then one or more of the removed RAM modules are the cause. For assistance, contact the RAM manufacturer.

28. Run After Effects on a different hard drive or computer.

Install and run After Effects from a different hard drive installed in the same computer or the same hard drive installed in a different computer. If the problem doesn't recur, then the hard drive or the motherboard you were using previously may be the cause. For assistance, contact the manufacturer.

29. Contact Adobe Technical Support.

If none of the above steps has resolved the error or freeze that you are experiencing with After Effects, then you need to contact Adobe Technical Support. You can find the support options at the Support Center.