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benchharp
benchharp
Participant
August 27, 2024
Question

Premiere Rush Windows 11 Intel Arc Graphics Crashing

  • August 27, 2024
  • 4 replies
  • 1760 views

Hi,

 

I've recently bought a Asus Zenbook Duo UX8406MA with 16GB Ram, 1TB memory and an Intel Arc Graphics card running on Windows 11.

 

I've been able to install Premiere Rush but it crashes every time I try to select a video.

 

Am I right in concluding that Rush is currently incompatible with the Intel Arc Graphics card and that is why it keeps crashing?

 

Also, is it likely that in time Adobe will release a Win 11 version compatible with Graphics cards other than Nvidia?

 

Any thoughts?

 

Many thanks in advance

 

Ben

    This topic has been closed for replies.

    4 replies

    benchharp
    benchharpAuthor
    Participant
    October 29, 2024

    Sorry, life has been busy, attached screen recording. Below are the event details of the crash logs.

     

    Let me know if you require anything else. Many thanks

     

    Faulting application name: Adobe Premiere Rush.exe, version: 2.10.0.30, time stamp: 0x655624c9
    Faulting module name: ntdll.dll, version: 10.0.22621.4317, time stamp: 0xf9f266e7
    Exception code: 0xc0000374
    Fault offset: 0x000000000010ca39
    Faulting process id: 0x0x1DE78
    Faulting application start time: 0x0x1DB2A42D85DC360
    Faulting application path: C:\Program Files\Adobe\Adobe Premiere Rush 2.0\Adobe Premiere Rush.exe
    Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
    Report Id: 38ca5bc8-10d5-4fe4-95c1-04e4070391b3
    Faulting package full name:
    Faulting package-relative application ID:

     

     

     

    Fault bucket 1688540516395400694, type 4
    Event Name: APPCRASH
    Response: Not available
    Cab Id: 0

    Problem signature:
    P1: Adobe Premiere Rush.exe
    P2: 2.10.0.30
    P3: 655624c9
    P4: StackHash_5c92
    P5: 10.0.22621.4317
    P6: f9f266e7
    P7: c0000374
    P8: PCH_D2_FROM_ntdll+0x00000000000A0C24
    P9:
    P10:

    Attached files:
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.4d0d3028-9c0f-4d48-bf73-6bab612ecaa4.tmp.dmp
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.93daade4-1e9a-45d8-8d48-7181803094bc.tmp.WERInternalMetadata.xml
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.92669836-c5d4-4d24-baad-4e2f7c05405a.tmp.csv
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.0da5f669-bc42-4074-995a-eccd2504e043.tmp.txt
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.f45dd8c2-faad-47c0-9c15-3f354bbdc0b5.tmp.xml

    These files may be available here:
    \\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Adobe Premiere R_573eb9d4447d3e504a3b57a683a25687e2f112c_035728a9_812f763b-20ed-42bc-b38b-9c2415314599

    Analysis symbol:
    Rechecking for solution: 0
    Report Id: 38ca5bc8-10d5-4fe4-95c1-04e4070391b3
    Report Status: 268435456
    Hashed bucket: f36825ff552ab4bae76ee6a7449a3df6
    Cab Guid: 0

    benchharp
    benchharpAuthor
    Participant
    October 29, 2024

    I think this might the crash report you need. Thanks

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    October 30, 2024

    Hello @benchharp,

    Thanks for the message. Welcome to the forum.

     

    If you encounter an error related to ntdll.dll while using Adobe Premiere Rush, follow these steps to troubleshoot and resolve the issue:

    1. Update Adobe Premiere Rush: Ensure you have the latest version of Adobe Premiere Rush installed. Sometimes, updates include fixes for known issues.
    2. Update Windows: Make sure your Windows operating system is fully updated. Missing updates can cause compatibility issues. Update any Windows runtimes, as well.
    3. Update Graphics Drivers: Ensure that your graphics drivers are up to date. You can download the latest drivers from the manufacturer's website (e.g., NVIDIA, AMD, Intel).
    4. Run System File Checker:
      • Open Command Prompt as an administrator.
      • Type sfc /scannow and press Enter. This will scan and repair any corrupted system files.
    5. Run DISM Tool:
      • Open Command Prompt as an administrator.
      • Type DISM /Online /Cleanup-Image /RestoreHealth and press Enter. This will repair the Windows image.
    6. Check for Conflicting Software: Sometimes, other software can conflict with Adobe Premiere Rush. Try disabling or uninstalling recently installed programs to see if the issue persists.
    7. Reinstall Adobe Premiere Rush: Uninstall Adobe Premiere Rush, restart your computer and then reinstall the application.
    8. Run Premiere Rush as Administrator: Right-click on the Adobe Premiere Rush shortcut and select Run as administrator.
    9. Check Hardware: If you're using a docking station or external devices, try running Premiere Rush without them to see if the issue is related to external hardware.


    If these steps don't resolve the issue, you can check the Adobe Community forums or contact Adobe Support for further assistance. Sorry for the hassle.

     

    Thanks,
    Kevin

     

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    S
    stevew21583119
    Participant
    September 4, 2024

    Same 

     

    New Dell laptop - Intel Arc + Nvidia - Windows 11 - Rush 2.10

     

    Crashes when navigating to folder with video file in it

     

    Worked with Adobe support for a bit - no luck 

     

     

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    September 5, 2024

    I will let the developers know, @stevew21583119, and I will let the community know what they say as soon as possible. Sorry for the frustration.

     

    Thanks,
    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    S
    stevew21583119
    Participant
    September 18, 2024

    Maybe Adobe should just say it is no longer supporting Rush and remove it from the Creative Cloud. 

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    August 30, 2024

    Hello @benchharp,

    Sorry for the issue. Do you have a sample clip to share? I hope I can help.

     

    Thanks,
    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
      benchharp
      benchharpAuthor
      Participant
      September 3, 2024

      Thanks Kevin, do you mean a screen recording? Let me know and i'll get something over. Many thanks

        Kevin-Monahan
        Community Manager
        Kevin-MonahanCommunity Manager
        Community Manager
        September 3, 2024

        A source file or a crash report would be great. A screen recording too, if you don't mind.

         

        Thanks,
        Kevin

        Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        August 28, 2024

        in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

        p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



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