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entony_7070
Participant
Jul 10, 2025 12:32 PM UTC
Answered

Premiere Rush crashes when accessing Sampel Media

Message / Bug Description:

Dear Adobe Team,

I am experiencing a consistent crash in Adobe Premiere Rush (v2.10.0.30) on a HP ZBook Power 16 G11 equipped with Intel Iris Xe and NVIDIA RTX 2000 Ada GPU.

The crash occurs immediately after clicking on the "Sample Media" panel on the main screen. All attempted solutions, including GPU switching, driver updates, cache clearing, and full reinstallation via the Adobe Cleaner Tool, have failed to resolve the issue.

🧩 Technical Details:

  • Crash Code: 0xc0000374 – Heap corruption

  • Affected Module: ntdll.dll

  • Location: Sample Media preview/init

  • Log File: (attached)

✅ Troubleshooting Steps Taken:

  • GPU reassignment via NVIDIA Control Panel and Windows Settings

  • Latest Intel + NVIDIA drivers manually installed (Studio/WHQL)

  • Full uninstall and cleanup using Adobe Creative Cloud Cleaner Tool

  • Local Sample Media tested and imported manually

  • Rush launched offline (network disabled) → issue persists

  • Windows 11 Pro, Build 26100.4484

This issue appears to be specific to hybrid GPU setups and newer Ada-generation GPUs. We would greatly appreciate an investigation or compatibility patch.

Best regards,

Entony Riccio 

    pumping_3154Correct answer
    Participant
    Jul 23, 2025 8:37 AM UTC

    Hi,

    Have you updated the drivers for your GPU lately? You can also try turning off Hardware Acceration in Preferences. Let me know!

     

    Thanks,

    Kevin

     

     


    Adobe Support Request – Compatibility Issue with Intel Arc and Adobe Rush v2.10

    Subject: Adobe Rush v2.10 – Compatibility Issues with Intel Arc GPU / Temporary Solution via Downgrade

    Message:

    Dear Adobe Support Team,

    we are currently experiencing compatibility issues with the latest version of Adobe Rush (v2.10) when used on a system equipped with an Intel Arc GPU. The application either fails to start correctly or does not play media files as expected.

    After further investigation and testing, we were able to temporarily resolve the issue by downgrading Adobe Rush to version 1.5.62. With this older version, media playback and general functionality work as intended – confirming that the issue appears to be specific to the latest software version and its handling of the Intel Arc GPU.

    However, please note that v1.5.62 cannot connect to Adobe Creative Cloud, which limits the usability of this workaround in production environments.

    Request:

    We kindly ask your development team to:

    • Review the differences in GPU handling between version 2.10 and 1.5.62, particularly in combination with Intel Arc drivers

    • Consider providing an updated release or patch that restores full functionality on Intel Arc-equipped systems

    • Optionally, offer a compatibility mode or a fallback renderer in future versions to avoid hard downgrades

    Please let us know if any log files or diagnostics from our side would be helpful in identifying and resolving the issue.

    Looking forward to your feedback.

    Best regards,

     

    Entony Riccio 

    Junior Technikan 

    View reply

    5 replies

    Kevin J. Monahan Jr.
    Kevin J. Monahan Jr.
    Legend
    Jul 12, 2025 12:44 AM UTC

    Hi,

    Try reinstalling Visual C++ runtimes. Another thing to try is to delete a file called wacomft.dll. Let us know if it helps.

     

    Thanks,
    Kevin

     

    Translate
    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    entony_7070Author
    Participant
    Jul 16, 2025 7:54 AM UTC

    Hi Kevin,

    Thank you very much for your support and the suggestions regarding Adobe Rush.
    I tried reinstalling the Visual C++ runtimes and also deleted the wacomft.dll file as recommended.
    Unfortunately, the program still doesn't work.

    If there are any other steps I could try, I’d really appreciate your help.

    Best regards,

     

    Entony Riccio 

    Translate
    Kevin J. Monahan Jr.
    Kevin J. Monahan Jr.
    Legend
    Jul 16, 2025 10:09 PM UTC

    Hi,

    Have you updated the drivers for your GPU lately? You can also try turning off Hardware Acceration in Preferences. Let me know!

     

    Thanks,

    Kevin

     

     

    Translate
    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
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