Could not create a new document because Access violation occurred, unable to read loc

[tonygoodall]

I just installed PT 2024.6.0 on a refurb laptop

Lenovo ThinkPad L14 Gen 2 i5-1145G7 2.60GHz
64GB Ram
2TB SSD

It worked OK with the demo sessions, through the built-in speakers

I then installed Norton security,
I had installed Office 2021 before Protools

Then I installed the NI Komplete set of Vst plugins, and the Waves Diamond set plus some other Waves bits
Then I installed the drivers for my Focusrite 18i20, and for Komplete Audio 6

I now get an error every time I try to create any session, regardless of Playback engine:

Could not create a new document because Access violation occurred, unable to read location: 0x0000000000000009

I have tried disabling UAC, using admin mode, changing ownership of folders etc.

Has anyone seen this before?

[tope d]

This usually has to do something with the playback engine/hardware used.
Try to press and hold the N key while Pro Tools launches then change your playback engine. after it goes through, try changing it back

[tonygoodall]

that doesn't help I am afraid.

So if I open the demo sessions: the "Sketch" one opens and plays OK,

However, the normal Protools one crashes after reading in the files, with the errors above, as does creating a new session with any template or even with no template

[junkgear]

Try disabling the Focusrite in Windows Sound settings so that Windows does not try and use it as the sound device. Once your internal laptop audio device is the default for Windows, then try what Tope said and hold down the 'N' key while ProTools starts. Make sure to hold it down until you see the Playback Engine appear. From the Playback engine dialog, ensure that your Focusrite interface is selected as the playback device and press OK.
Now see if you can create a new session. If not, check your sample rate in Focusrite Control and set it to your desired sample rate if not already set. Then try the above steps again, matching your new PT sessions sample rate to what is set in Focusrite Control.

[Darryl Ramm]

And if that does not work just run through standard troubleshooting. Disable or better unisntall your A/V software (Norton yeesh). Move all plugins out of the plugins folder and see if that works. Test from a newly created admin account.

[tonygoodall]

Originally Posted by junkgear

Try disabling the Focusrite in Windows Sound settings so that Windows does not try and use it as the sound device. Once your internal laptop audio device is the default for Windows, then try what Tope said and hold down the 'N' key while ProTools starts. Make sure to hold it down until you see the Playback Engine appear. From the Playback engine dialog, ensure that your Focusrite interface is selected as the playback device and press OK.
Now see if you can create a new session. If not, check your sample rate in Focusrite Control and set it to your desired sample rate if not already set. Then try the above steps again, matching your new PT sessions sample rate to what is set in Focusrite Control.

it still does the same with the Focusrite disconnected, and the windows IO selected.

[tonygoodall]

Originally Posted by Darryl Ramm

And if that does not work just run through standard troubleshooting. Disable or better unisntall your A/V software (Norton yeesh). Move all plugins out of the plugins folder and see if that works. Test from a newly created admin account.

I tried disabling Norton antivirus too.

[Darryl Ramm]

Personally I'd uninstall that crap, but run though all the other things I suggested.

Number one rule of Pro Tools troubleshooting is always suspect plugins, and you have not troubleshot those yet. (that would have been the second thing I tried after trashing prefs).

Save time, do all the things at once. Move all the plugins files out of the plugins folder, disable or uninstall Norton crapware, test from a new admin account. Just dive in and try everything at once. If that works you can go back and work out what did it.

Norton might also have quarenteined files/damaged you system. If nothing else works I'd totally uninstall that Norton crapware and try uninstalling and reinstalling Pro Tools.

[tonygoodall]

Originally Posted by Darryl Ramm

Personally I'd uninstall that crap, but run though all the other things I suggested.

Number one rule of Pro Tools troubleshooting is always suspect plugins, and you have not troubleshot those yet. (that would have been the second thing I tried after trashing prefs).

Save time, do all the things at once. Move all the plugins files out of the plugins folder, disable or uninstall Norton crapware, test from a new admin account. Just dive in and try everything at once. If that works you can go back and work out what did it.

Norton might also have quarenteined files/damaged you system. If nothing else works I'd totally uninstall that Norton crapware and try uninstalling and reinstalling Pro Tools.

Yes, it's logical to start from the cleanest and most basic starting point, I remember since 2000 the number of Mac users rebuilding their entire machine to solve issues, but I am hoping I don't need to go that far. I will move out the plugins next.

What is the issue with Norton btw?

[Darryl Ramm]

The whole antivirus story on Windows is a complete mess as the whole world recently saw. Microsoft has to clean this up, many problem here including likely their fear of anti-trust prosecution. Norton is just one of many not great A/V products. many of which are so bad they can become the virus causing performance or other problems, and they don't protect folks from many nasty outcomes. The primary defense you have as a user is being careful what you do, having good password discipline (use a password manager, use multi-factor authentication, maybe use physical security keys where possible). Personally on a personal computer the most I'd run is a firewall and Microsoft Defender but keep that turned off most of the time.