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Suldi
Participant
Jan 3, 2025 3:45 PM UTC
Answered

Premiere Rush crashes when trying to open a new project

Premier Rush crashes on my brandnew Laptop running Windows 11 Pro when going to the "new projects" page. 
I have read in another thread that it might have something to do with the user name and have tried all the suggestions incl. deleting files in \Documents\Adobe and what not, but no success.
Strange enough all other Creative Cloud apps are working just fine, except for Premiere Rush which is incredibly FRUSTRATING.

Has anyone had a similar issue and/or any ideas to solve this?

Crash report is also attached.

    SuldiCorrect answer
    Participant
    Jan 9, 2025 10:45 AM UTC

    Please reach out to our one-on-one support line, which I linked you to earlier. Once connected to a live agent, please ask for the "video queue." They should be able to assist you.

     

    Thanks,
    Kevin

     


    Thanks Kevin!
    after trying various different settings with the one-on-one Adobe support, the solution finally was to set up a new user on Windows 11 Pro and all is working fine ever since.
    Thank you for your time and help.
    Cheers
    Suldi

    View reply

    8 replies

    chionh_3833
    Participant
    May 23, 2025 12:54 AM UTC

    This adobe premiere rush not responding when I was doing my project can you help me?

    Translate
    Kevin J. Monahan Jr.
    Kevin J. Monahan Jr.
    Legend
    Jan 3, 2025 8:40 PM UTC

    Hi @Suldi,

    Thanks for the note. I hope we can assist you. It looks like you have an ntll dll problem. See this thread: https://answers.microsoft.com/en-us/windows/forum/all/nttdlldll-crashing-when-using-adobe-premiere-pro/6186822e-71c7-43c7-980b-5509c722ce15. It might be a problem with the wrong GPU being selected for Rush. Likely it is the iGPU related to the Intel processor. Feel free to contact us: https://helpx.adobe.com/contact.html

     

    Sorry for the frustration.

     

    Thanks,
    Kevin

     

    Translate
    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    SuldiAuthor
    Participant
    Jan 4, 2025 8:56 AM UTC

    Thanks for reaching out Kevin.
    unfortunately this did not solve the issue. Premiere Rush still crashes when opening the new projects page.
    Any other ideas?

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    Kevin J. Monahan Jr.
    Kevin J. Monahan Jr.
    Legend
    Jan 7, 2025 2:19 AM UTC

    Please reach out to our one-on-one support line, which I linked you to earlier. Once connected to a live agent, please ask for the "video queue." They should be able to assist you.

     

    Thanks,
    Kevin

     

    Translate
    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    trapani_man
    Participant
    Jan 3, 2025 7:30 PM UTC

    Same here, new laptop with Win 11 intel core 9 16gb ram.

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    trapani_man
    Participant
    Jan 9, 2025 11:28 PM UTC

    New user did'nt fix my issue.

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