Participant

StickyAnswered

Premiere Rush Stuck on Load

Forum|Forum|5 years ago
August 4, 2020
10 replies
26927 views

Hi, my premiere Rush is stuck on loading. I've tried uninstalling and installing. Running as an administrator etc. Nothing is changing. Upon starting it's just the blue wheel loading for the last week.

Correct answer vittoriasworld

I FOUND THE SOLUTION:

1. Close all adobe programs

2. Go to Mac HD -> User

3. Simply create a empty folder with the old Username that you used the first time you used premiere rush (e.g. I got married and changed my last name, so I had to recreate a folder with my maiden name).
4. Restart Premiere Rush and taaadaaa: it works again.

Don't ask my why, I jsut read it in another guy's post and it worked for everyone on that thread as well. 🙂

V

vittoriasworldCorrect answer

Participant

I FOUND THE SOLUTION:

1. Close all adobe programs

2. Go to Mac HD -> User

3. Simply create a empty folder with the old Username that you used the first time you used premiere rush (e.g. I got married and changed my last name, so I had to recreate a folder with my maiden name).
4. Restart Premiere Rush and taaadaaa: it works again.

Don't ask my why, I jsut read it in another guy's post and it worked for everyone on that thread as well. 🙂

S

Suldi

Participant

I got the same issue on a brandnew Windows machine.
I have tried all the previous suggestions and it still wont work. We recently switched from a personal account to a team account, maybe it has something to do with this.... But all other Creative Cloud apps are working fine, except for Premiere Rush.
It is incredibly FRUSTRATING.

Kevin-Monahan

Community Manager

Hey @Suldi,

Please contact my colleagues at assisted support. To contact them, do the following:

Sign in to your Adobe account. Allow popups and cookies on your browser. You may be unable to see the chat window using a VPN.
Click here: https://helpx.adobe.com/contact.html?rghtup=autoOpen. This will automatically open the chat window.
Type "Agent" in the chat box to be connected to a live agent.
When you get an agent, ask to be connected to the video queue. These agents are specially trained to handle digital video and audio issues.
Let us know what happens.

I hope they can help you. Let us know what happens so that the community can stay informed and help others having trouble with the same problem.

Thanks,
Kevin

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

D

defaultbt1wuuwn8l9d

Participant

This is the MOST frustrating thing ever - so many threads about getting stuck when opening on the 'loading quicktime bundle' bit - across 4 laptops where Rush has previously worked. None had updated OS or anything different - just stopped working one day. 3 x adobe shared computer sessions later and the only LAME option available is to create a new user and load / login that way. I SHOULDN'T HAVE TO. Adobe keep taking my money, despite projects being lost in this disaster. Keep insisting that the fact it works in a new users means it's NOT THEM - BULL. So many threads all from customers experiencing the same issue. The app on the previous user will randomly work occassionally before breaking again which is just another sign that is incorrect. ZERO RESPONSIBILITY - have to lug two laptops around just to use their BASIC editor. Thinking of chucking this expensive subscription for the free da vinci software. Adobe's service is woeful and their product unreliable.

Kevin-Monahan

Community Manager

Hey there, @defaultbt1wuuwn8l9d,

You're right. That one is very frustrating, and I had the issue myself. I'm clear of it now. I think it was an update to Rush or macOS that did it. Which versions are you running? Maybe the community can assist?

If not, contact my colleagues over at assisted support. To contact Adobe Customer Service, do the following:

Make sure to sign in to your Adobe account. Allow popups and cookies on your browser. You may be unable to see the chat window using a VPN.
Click here: https://helpx.adobe.com/contact.html?rghtup=autoOpen. This will automatically open the chat window.
Type "Agent" in the chat box to be connected to a live agent.
When you get an agent, ask to be connected to the video queue. These agents are specially trained to handle digital video and audio issues.

I hope they can help you. Let us know what they say so that the community can stay informed and help others having trouble with the same problem.

Thanks,
Kevin

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

J

Jason Boone

Participant

Hey Kevin,

After TWO DAYS of troubleshooting this issue through Adobe Support and two separate screen-sharing sessions, this issue is STILL NOT RESOLVED. Yesterday, the screen share did not reconnect after saying, "Thank you for waiting patiently," for over two hours. It never did. The advisor had me enable my root user (I'm on MacOS) and was planning to allow permissions for my primary user account. Today, the advisor took me through a battery of steps on my primary user only to refer me to Apple Support and ask them to merge my user accounts to fix the issue. After hours of downloading, troubleshooting (including all of the steps I followed here), and wasted time, I expected a fix, not a hand-off to Apple, which doesn't troubleshoot third-party applications and will not resolve issues that are not directly related to their hardware or software. I'm very disappointed in both the level of service I have gotten and the fact that I still have the same issue with no solution other than a complete wipe and reinstall to use the application. For reference, there are roughly 5 minutes between each "Thank you" in the attachment from yesterday. I just kept it open while I worked on other things.

R

Rob261558440ry0

Participant

Same problem here, none of the suggested solutions work, extremely frustrating. I've wasted so much time trying to get this working, I really expect better from Adobe.

Kevin-Monahan

Community Manager

Hi @Rob261558440ry0,

Are you meeting system requirements? Is your device or computer listed there? What kind of media is it? Have you tried deleting cache and preview files from Preferences when on the Home screen? Let us know.

Thanks,
Kevin

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

R

Rob261558440ry0

Participant

Well it was working for a few weeks and I created a bunch of videos. If I create a new user account on my laptop then it works in that profile, but thats pretty useless as I don't have access to any of the videos I've done before or access to the videos I need to add. I've tried everything in the 'correct answer', I've tried deleting everything, re-installing, deleting folders in myDocuments. Tried holding the shift key on start up. It always just hangs on the loading screen.

M

Minnie26887380w5ok

Participant

The ONLY thing that worked for us on MacbookPro was to completely wipe the whole computer (fresh start back to factory settings)

IF YOU DO THIS MAKE SURE YOU HAVE ALL FILES BACKED-UP (from you hard drive).

Hope this helps....it was a last resort but we were so relieved that it worked!

B

Buster26556248p06z

Participant

Hi There , i am having the same issue - stuck on loading, i can only see the blue wheel loading, i am using my IPad. Can anyone help?

Thanks,

fredn98353071

Participant

Hi I have tried all of the above and still no joy. Is there anyone I can contact?

M

Mohammad25803457hs0r

Participant

Guys i had the same problem

I couldn't even sign in creative cloud! I turned my vpn on and the problem was solved!i hope this helps you guys as well

R

rexjak

Participant

I had the same problem on Windows 10, followed Kartika's instructions, and it worked for me.

I wasn't sure by what Kartika meant in saying "delete preferences from documents folder", so I just deleted the entire "Adobe Rush" folder in "Documents > Adobe" folder. DO NOT DO WHAT I DID if you have any files/projects you want to keep, as the above action might blow things away, I dunno. I was starting from zero so it seemed reasonable in my situation.

Also for what it's worth: I didn't need to restart my computer, it just worked after I completed all the preceding steps.

Kevin-Monahan

Community Manager

Rexjak,

I see Preferences in the Profile-<username> folder on my Mac. Should be the same for PC. Sorry you missed the important piece there. I'll let Kartika know.

Thanks,
Kevin

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

R

rexjak

Participant

Update: after I tried to start a new project, Rush hangs again. I'm giving up on this and just going to subscribe to Premiere...

TheHoaryHound

Known Participant

For everyone following this and who want an actual answer, that actually works... for a Samsung Galaxy 9 phone... here is the actual answer:

You need to download a special Samsung version of the Rush App... and that is available only on the Samsung store, not on the Google Play store. Simple, and this solves it. I'm suprised that the Adobe employees do not provide this answer.

D

defaultvlx8fjodlkn3

Participant

Thank you so much for this information. I do most of my vid edits on my phone due to issues with creative cloud and rush on my laptop and I was almost ready to part ways with adobe until I saw this post.

Thanks again

Kartika Rawat

Community Manager

Hi Nneyar!

We're sorry for the trouble you're having with Premiere Rush. We can try a few things that may help you:

Method 1

Launch Task Manager/Activity Monitor
Kill all the Creative Cloud related processes

Method 2

Close Rush
Sign out of Creative Cloud
Delete preferences from the Documents folder
Restart your computer
Sign in to Creative Cloud
Launch Rush

Let us know how it goes.

Thanks,

Kartika

nneyar74015579Author

Participant

Thank you! I did both of these things and it worked!

Kartika Rawat

Community Manager

That's so awesome to hear. Give us a shout if you need anything else.

Thanks,

Kartika

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