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Question

Red Screen Issue

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Most people get the red frame with the explanation point. I however get this! And it's only been on this video so far. It plays solid through quick time. I even re-saved it through quicktime. So why is it not playing on Rush? This is for a well wishes video for our friend who has cancer and is going to the hospital in two days. Any expedited help would be appreciated! ❤️

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michaels41566241

Participant

I also have this issue. How can it be resolved?

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C

calvinc@splunk.com

Participant

Hey everyone, since nobody at Adobe could figure it out- googling this shows there seems to be a similar issue with Premiere Pro as well. And according to Premiere Pro, the solution for now is to go into settings and deactivate (uncheck) hardware acceleration- so just like Pro, in Rush, go into Preferences and look for the checkbox Enable hardware acceleration for encoding and decoding, and uncheck that. Then restart Rush and boom the red screen should not be there anymore.

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Brooke5C5F

Participant

YES! That worked. Thanks so much for the tip.

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K

k16m

Participant

I am also having this issue. Has this been solved?

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caroline_edits

Community Manager

Hey, KCCK Graphics!

You're not the only one with this problem and we're spending some time this week to fix the source of the glitch. Could you answer these questions to get us on the right path?

1. Detailed computer specs? OS, GPU, CPU, the whole shebang. On a Mac, you can click the Apple logo in the top left corner, select "About this Mac" and screenshot the specs there.

2. What did you shoot the footage on? Would you mind if we got a copy of that file? If you could upload it to a file-sharing service like Dropbox or Google Drive, it'd be greatly appreciated.

3. What's your workflow? Did you create this project on your phone or computer? Which device does the red frame appear on?

Thanks so much for helping us improve our software! Best wishes to you and yours.

-Caroline

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One Love Green

Participant

Please let me know when it is fixed. its Mar 1st 2020 and I have lost a lot of time with this same issue now!!

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AusLuke1985

Participant

Did you get a resolution on this? I'm encountering the same thing

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petergaraway

Participating Frequently

Hi KCCK Graphics

First off, really sorry to hear about your friend. Thoughts and prayers to your friend!

A few things you can try:

1. Just export the video as is. Sometimes the red frame will not appear in the saved video.

2. If #1 does not, and it's not too difficult you can try starting a new project. On occasion, the red frame will not appear in a new project.

3. Lastly and maybe the best solution is using Handbrake or Adobe Media Encoder to transcode the problematic file and replacing your the original clip with the transcoded file.

Handbrake link:

https://handbrake.fr/

If you need any additional help, please let us know.

Best,

PG

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K

KCCK GraphicsAuthor

Participant

I did the updates this morning but I wonder if that might be effecting it somehow. :/

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