Adobe Premier Rush Keep Crashing

[ramidio]

I bought a new Dell laptop two weeks ago.  Inspiron 16 7640 2-in-1 , Microsoft windoes 11, 32gb ram, intel core ultra 7 processor.  

When I open premier rush and try to do anything new, it crashes.  Not sure why.  I use photoshop that has no issues etc. This is the only program that keep crashing. 

Why would it do this?

[Kevin-Monahan]

Hey there, @ramidio,

Thanks for the note. This sounds tricky and possibly related to the setup of this newer computer. It could be the settings for your GPU or the iGPU (which might paired with that processor). This is where I would focus your troubleshooting efforts.

From the Home screen, try turning off GPU encoding and decoding. That might help if you are editing H.264 or HEVC footage.

You can also go to the GPU manufacturer's website and update the GPU driver to the latest studio driver (avoid the game-ready one).

You can set your computer up for Rush as some do for Premiere Pro.

This video should help if you have an NVIDIA GPU.

It could be footage-related, as Rush has not been updated to work with the newer iOS formats out of the box. You have to switch off the settings for Spatial Audio in Camera Settings. Otherwise, use Media Encoder to transcode the files to H.264 or ProRes. You could also use the freeware Shutter Encoder, which does a fair job.

Other troubleshooting steps include:

1. Resetting Preferences. Just press Alt/Option at launch to access the dialog box for that option.
2. Deleting the media cache. With all projects closed, choose Preferences/Settings, and the option to delete all the cache will be available once you click the Manage Cache button at the bottom of the dialog box. Be sure to delete all the cache.

I hope the advice is helpful. Have a wonderful holiday while editing!

Cheers,
Kevin

[ramidio]

Thanks I have an appointment in two hours with Best Buy Geeksquad.  I have warenty and 1 year of support so I will have then look at it just in case.  Who knows.  I will keep this space posted.

[ramidio]

Hi I did as you suggested and no dice.  The issue still presists.

[Kevin-Monahan]

Hi @ramidio,

Thanks for the reply. Are your GPU settings set up according to the video I posted earlier? You can also contact our Assisted Support team. Begin a chat here: https://helpx.adobe.com/contact.html.

The chat pod is on the lower right. Ask for a live agent and once they appear, ask for the "video queue." These are our specially trained agents on video editing issues. They are available Monday to Friday 7AM to 7PM. Let me know how that goes. Sorry for the frustration.

Thanks!
Kevin