Skip to main content
E
entony_7070
Participant
July 10, 2025
Question

Premiere Rush crashes when accessing Sampel Media

  • July 10, 2025
  • 1 reply
  • 209 views

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 

    1 reply

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    July 12, 2025

    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

     

    Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
    E
    entony_7070Author
    Participant
    July 16, 2025

    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 

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    July 16, 2025

    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

     

     

    Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices