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alexds9620
New Participant
March 13, 2020
Answered

Adobe premiere Rush app crashes on windows 10

  • March 13, 2020
  • 5 replies
  • 10502 views

Hello,

 

i have a issue with adobe premiere rush, that crashes on start up on one of our users pc

The app has been updated to the latest version and has already been removed and reinstalled. but the app keeps crashing.

The Graphic and audio drivers have been updated to the last version also.

 

He works on a windows 10 build 17763 version 1809

 

here is the crash report :

 

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="2.7.0" clientVersion="2.7.0" applicationName="Premiere Rush" applicationVersion="1.5" build="536" source="Windows-Client" crashType="n/a">

<time year="2020" month="3" day="13" hour="11" minute="37" second="39" timeoffset="60" timezone="Paris, Madrid"/>

<user guid="692c4fae-e0e0-465b-860b-5fb0e38eabf0"/>

<system platform="Windows 10 Enterprise" osversion="10.0" osbuild="17763" applicationlanguage="en-us" userlanguage="fr-BE" oslanguage="en-US" ram="16058" machine="Intel(R) Core(TM) i5-8265U CPU @ 1.60GHz" model="Intel64 Family 6 Model 142 Stepping 12" cpuCount="8" cpuType="8664" cpuFreq="1800 MHz"/>

<gpu>

<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 620" description="Intel(R) UHD Graphics 620" driverDate="20190925000000.000000-000" driverVersion="26.20.100.7261" videoModeDescription="1366 x 768 x 4294967296 couleurs" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_3EA0&#38;SUBSYS_00231E26&#38;REV_02&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>

</gpu>

<crash exception="EXCEPTION_STACK_OVERFLOW" exceptionCode="0xc00000fd" instruction="0x00007FFD6B8A8818">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFD6B8A8818" symbolname="RtlEqualSid"/>

<stackStatement index="1" address="0x00007FFD6B8A86F2" symbolname="RtlEqualSid"/>

<stackStatement index="2" address="0x00007FFD6B84BE6C" symbolname="RtlReAllocateHeap"/>

<stackStatement index="3" address="0x00007FFD6B84B484" symbolname="RtlReAllocateHeap"/>

<stackStatement index="4" address="0x00007FFD6B87DD73" symbolname="RtlDosPathNameToNtPathName_U_WithStatus"/>

<stackStatement index="5" address="0x00007FFD6B87DD19" symbolname="RtlDosPathNameToNtPathName_U_WithStatus"/>

<stackStatement index="6" address="0x00007FFD67C30079" symbolname="GetFileAttributesW"/>

<stackStatement index="7" address="0x00000000009AF82A" symbolname="dvacore::filesupport::CreateShortCut"/>

<stackStatement index="8" address="0x000000000F5E5E91" symbolname="unknown"/>

<stackStatement index="9" EndlessStack="TRUE"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x0000000000000004"/>

<register name="RBX" value="0x0000000000054048"/>

<register name="RCX" value="0x00000000000540A8"/>

<register name="RDX" value="0x0000000000054050"/>

<register name="RSI" value="0x0000000000054200"/>

<register name="RDI" value="0x0000000000054050"/>

<register name="RSP" value="0x0000000000053FE0"/>

<register name="RBP" value="0x000000000014F199"/>

<register name="RIP" value="0x00007FFD6B8A8818"/>

<register name="EFL" value="0x0000000000010246"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>

 

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<dumpType>

Mini

</dumpType>

<hbLogSessionDllStatus>

 

</hbLogSessionDllStatus>

</crash>

 

</crashreport>

 

 

Does anyone have a idea how to solve this issue?

 

Kind regards,

 

Alex

This topic has been closed for replies.
Correct answer petergaraway

Hi all, 

 

Good news! We believe we fixed this particular issue in our latest release 1.5.8. If you haven't already updated please do and let us know your results. If you continue to crash it's likely a separate issue we'll need to dive deeper into. 

 

Thanks for your help supplying logs and other information. 

 

Best, 

 

Peter

5 replies

My Language Hub
My Language Hub
New Participant
December 16, 2020

Hi Peter,

This is good news. However, in the meantime, it's impossible to work with Rush. Do you have any suggestions / ideas we could implement in the meantime? Also, any idea when the build 1.5.8 will be released?

Thanks! 

Carina

petergaraway
Adobe Employee
petergaraway
Adobe Employee
December 16, 2020

Hi Carina, 

I'm sorry to hear you're having trouble with Rush. Rush 1.5.40 should be available in the Creative Cloud app. If you haven't updated I would do so. 

 

I would also suggest trying to clear your preferences when launching Rush. You can do this by pressing the Alt and shift keys while. You can release the keys when the splash screen appears

 

Let us know if this helps. Thanks!

 

Peter

A
Andrea5EEF
New Participant
December 18, 2020

Hi,

There is no difference. Rush 1.5.40 is also having problems constantly... I could not edit without it crashing. Today I've been trying to work on it and in 5 minutes it has crashed 6 times. Any solution?

L
louvel
New Participant
April 28, 2020

Hi Peter, I don't understand I've just downloaded it twice today because it keeps crashing. uninstall, re install. always coming up with a crash report for premiere rush for me to send?!

A
Andrea5EEF
New Participant
December 16, 2020

I do not know if it is also related bur Rush is also crashing constantly from my side as well... could you please help me through it. I cannot use the app without it crashing every second. Thanks

petergaraway
Adobe Employee
petergarawayCorrect answer
Adobe Employee
April 14, 2020

Hi all, 

 

Good news! We believe we fixed this particular issue in our latest release 1.5.8. If you haven't already updated please do and let us know your results. If you continue to crash it's likely a separate issue we'll need to dive deeper into. 

 

Thanks for your help supplying logs and other information. 

 

Best, 

 

Peter

B
boutsen9620
Participating Frequently
April 17, 2020

Hi Peter,

 

we are glad to say that the bugfix did indeed solve our users problem

after upgrade the rush application launched again 

 

could you provide some insight of what was just the issue or is to top secret to tell the outside world  😉

 

thanks all for you time already

 

Kind regards

 

Alex

    petergaraway
    Adobe Employee
    petergaraway
    Adobe Employee
    April 17, 2020

    That's great news, Alex! Thanks for letting us know. Top secret, not exactly. Without going into details - sometimes when the software is building the correct merge (changes) do not make it into the app and that's what happened in this case.  

     

    Sorry for the trouble. Thank you for your patience and help to gather details. 

     

    All the best, 

     

    Peter

      petergaraway
      Adobe Employee
      petergaraway
      Adobe Employee
      March 31, 2020

      Hi! 

       

      Thanks for this report. Sorry for the hassle. Is it possible to get a full dump file from this crash? Can you also try launching without any other Adobe processes running? 

       

      Thanks! 

       

      Peter

      B
      boutsen9620
      Participating Frequently
      April 2, 2020

      sure, tell what you need and how i can get the full dump file

       

      how do we launch the rush with out the adobe cloud app? all is in the app

      thanks for letting me know

      S
      sdavis0893
      New Participant
      April 2, 2020

      I am having the same problem, but there's no crash report or anything. It just simply closes out as if it were never opened. I have Windows 10 and have updated my drivers. I can get it to open and select the video I want to work on and then about 15-20 seconds later the program just closes out. I can't work on anything. 

        Kartika Rawat
        Community Manager
        Kartika RawatCommunity Manager
        Community Manager
        March 16, 2020

        Hi Alex!

        We're sorry to see that Premiere Rush crashes. Can you provide more info to start with troubleshooting?

        Let us know, we're here to help.

        Thank you,

        Kartika

        B
        boutsen9620
        Participating Frequently
        March 20, 2020

        hi Kartika,

         

        as you can see in the log here above

        it's laptop with windows 10 version 1809

        it has 16Gb of ram

        CPU : Intel(R) Core(TM) i5-8265U CPU @ 1.60GHz

         

        GPU : Intel(R) UHD Graphics 620

         

        adobe rush version : applicationName="Premiere Rush" applicationVersion="1.5" build="536" 

         

        launch as administrator has been tested and same crash

         

        kind regards,

         

        alex

         

        PS if you need more info don't hesitate to ask

          B
          boutsen9620
          Participating Frequently
          March 26, 2020

          Thanks, Alex for providing the info. Have you considered updating the Rush to its latest version?

          Kartika


          hi Kartika,

           

          that is already done 

          see herunder, still the same issue

           

          Adobe Premiere Rush Adobe Premiere Rush 1.5.2 Adobe Systems Incorporated CPXCCCCCCXCXCXCXXCXXCXXXXX 4 C:\Program Files\Adobe 0 rush_1_5_2 

           

          Maybe a thinking path, the users documents are on a file server, is there a way to put the rush files in other dir then documents?

          without having to start abobe rush ofcourse?

           

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