Reset and reinstall
The escalation path when nothing else worked — forget a device, reset the app, clear the host's state, and reinstall on both platforms.
Everything above this page has failed and you want to start from a clean slate.
Work down in order. Each step throws away more than the last, and the first two are cheap enough to try without thinking hard about it.
Do this in order. Reinstalling the plugin is the step people reach for first and it is almost never the fix — the plugin's settings, trusted devices and logs all survive an uninstall, so a reinstall changes nothing about the state that is usually causing the problem.
0. Collect the evidence first
Once you delete the state, the reason it broke goes with it. If there is any chance you will contact support, spend two minutes here first.
Copy the stats one-liner. While streaming, turn on Show stats (gear → Developer Tools), then tap the copy button on the Avg row. That gives you loss, bitrate, frame rate and delay for the last window in one line.
Save the plugin log. On Windows, copy the whole folder:
%LOCALAPPDATA%\PremiereLive\It holds plugin.log and its one rotated generation plugin.log.1, the
per-topic debug_*.log files, transitions.csv, and a crashes\ folder with
any minidumps. On macOS there is no plugin.log — export from Console.app, or:
/usr/bin/log show --predicate 'subsystem == "com.premierelive.plugin"' --last 1h --info > ~/Desktop/previewmonitor.logand also copy ~/Library/Logs/PremiereLive/.
Note the versions. The app's version is in Privacy & Legal → Version. The plugin's version is in the Setup window header, and is also shown on the phone's stats HUD.
Write down what you were doing. Which Adobe app, which host OS, the sequence's frame size and frame rate, and the four encoder settings — Resolution Limit, Codec, GOP Mode and Encoder.
Send that to support before you erase anything.
1. Forget one paired device
Trust is stored on both sides, and the two are separate. Clearing one does not clear the other.
On the computer
Open the Setup window, find the phone in the TRUSTED IPHONES card and click Forget.
Each row shows the iPhone's name and the date it was first paired, with a red Forget button on the right.
Windows asks to confirm with Forget paired iPhone; macOS with Forget this iPhone?. Either way the phone is challenged for a new six-digit code the next time it connects.
On the phone
Swipe left on a row under Last connected and delete it. This only makes the phone stop remembering that computer — it does not revoke trust on the computer, so you have to do both if you want a genuinely clean pairing.
If several phones are paired to one Windows machine, the trusted list can draw outside its card from about the fourth entry onward. The rows are still there and Forget still works; it is a layout bug in the Windows Setup window. macOS is unaffected.
2. Reset the app
This erases every local setting on the phone and starts it as if freshly installed.
On the connect screen, scroll to the bottom and tap Privacy & Legal.
Tap Reset App…, then Erase Everything in the confirmation.
When Reset complete appears, tap OK, then close the app by swiping it away in the App Switcher and open it again.
Reset App… is the last item, above the footer text describing exactly what it does and does not clear.
What it erases: all settings, every paired computer, every first-run flag, and the app's cached files.
What it does not touch: your purchases. A Pro subscription or lifetime purchase is tied to your Apple ID, not to the app's local storage, and comes back on its own — or via Restore on the upgrade screen.
The iOS Local Network permission cannot be reset from inside the app. iOS records that answer per installation and gives the app no way to clear or re-request it. If discovery is failing because the permission was denied and Settings offers no way back, the only fix is to delete the app and reinstall it — step 5.
3. Clear the computer's state
The plugin keeps everything in plain files. Deleting them resets the machine's identity, its device name, both Setup toggles, and every pairing.
Quit Premiere Pro and After Effects first, or the files will be rewritten from memory as you delete them.
Windows
| Folder | Holds |
|---|---|
%APPDATA%\PremiereLive\ | install.json (identity, device name, Discoverable on network, Use NVIDIA / Intel HW HEVC encoder) and trusted.json |
%LOCALAPPDATA%\PremiereLive\ | plugin.log, plugin.log.1, debug_*.log, transitions.csv, crashes\ |
Note the split — settings live in Roaming, logs in Local. Deleting only one of them is the usual mistake.
macOS
| Folder | Holds |
|---|---|
~/Library/Application Support/PremiereLive/ | install.json and trusted.json |
~/Library/Logs/PremiereLive/ | debug_*.log, transitions.csv |
What each file does
trusted.json— the paired-phone list, each entry holding a session token. Delete it and every phone re-pairs with a fresh code. This is the targeted fix for a pairing that has gone wrong.install.json— the machine's identity UUID, its display name, and the two Setup toggles. Delete it and the plugin mints a brand new UUID on next launch, so the phone sees the machine as a different computer entirely and your old entry under Last connected becomes dead. Delete this one only when you mean it.
Each Adobe host keeps its own trusted list: trusted.json for Premiere Pro,
trusted-ae.json for After Effects. Logs split the same way — plugin.log and
plugin-ae.log. install.json is shared by all of them.
4. Uninstall and reinstall the plugin
Windows
Uninstall from Settings → Apps → Installed apps, or from the Start menu → PreviewMonitor → Uninstall PreviewMonitor shortcut. The entry is listed as:
PreviewMonitor (Premiere plugin)
The uninstaller removes both plugin files and the PreviewMonitor firewall
rule. It does not remove the state folders from step 3.
Close Premiere Pro, After Effects and Media Encoder before reinstalling — the installer checks for them and will not continue while any are running.
The Windows installer is not code-signed, so SmartScreen shows Windows protected your PC on first run. Click More info, then Run anyway.
macOS
The macOS package has no uninstaller. It is a plain component package with no scripts and no bundled removal tool. Everything has to go by hand.
Quit Premiere Pro and After Effects, then delete:
/Library/Application Support/Adobe/Common/Plug-ins/7.0/MediaCore/PremiereLive.bundle
/Library/Application Support/Adobe/Common/Plug-ins/ControlSurface/PremiereLiveCtrl.bundle
~/Library/Application Support/PremiereLive/
~/Library/Logs/PremiereLive/The first two are system-wide and need an administrator password. Then forget the package receipt so a reinstall is treated as fresh:
sudo pkgutil --forget com.premierelive.pkgIf you ever ran a development build on this Mac, a second copy of the plugin may
exist at ~/Library/Application Support/Adobe/Common/Plug-ins/7.0/MediaCore/PremiereLive.bundle.
The package installs alongside it rather than replacing it, so check for both.
The package is unsigned and un-notarized, so macOS refuses it on a double-click.
Right-click the .pkg and choose Open, then confirm.
Both plugin file names still carry the old engineering name — PremiereLive.prm
on Windows, PremiereLive.bundle on macOS, and PremiereLiveCtrl for the
Control Surface plugin. That is expected; the device the Adobe app shows you is
PreviewMonitor.
Restart Premiere Pro after any install or uninstall. Plugins are scanned only at launch.
5. Delete and reinstall the iPhone app
The last resort, and the only way to reset the iOS Local Network permission.
Delete PreviewMonitor from the Home Screen.
Reinstall it from the App Store.
Open it and walk the setup wizard. When you reach the discovery step, tap Enable network discovery and grant the Local Network permission when iOS asks.
If you had a subscription or a lifetime purchase, open the upgrade screen and tap Restore.
Reinstalling does not re-arm the free trial. The seven-day trial is an Apple introductory offer, available once per Apple ID per subscription group. Deleting the app and installing it again does not give you another one.
Order of escalation, in one table
| Step | Erases | Reversible |
|---|---|---|
| Forget one device | One pairing, one side | Yes — re-pair with a code |
| Reset App | Every phone-side setting and pairing | Yes — reconnect and re-pair |
Delete trusted.json | Every pairing on that computer | Yes — re-pair with a code |
Delete install.json | The computer's identity and both Setup toggles | The old identity is gone for good |
| Uninstall the plugin | The plugin files and the firewall rule | Yes — reinstall |
| Delete the iPhone app | Everything, plus the Local Network permission | Yes, but the trial does not return |
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