Adobe premiere Rush app crashes on windows 10

[alexds9620]

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>

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</crashreport>

Does anyone have a idea how to solve this issue?

Kind regards,

Alex

[Kartika Rawat]

Hi Alex!

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

• Which version of Premiere Rush are you using? https://community.adobe.com/t5/premiere-rush/finding-the-premiere-rush-version-number/m-p/4788185
• What are the system specifications (CPU, RAM, GPU)?
• Did you try to launch Run as administrator? Application shortcut > Right-click > Run as administrator.

Let us know, we're here to help.

Thank you,

Kartika

[boutsen9620]

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

[Kartika Rawat]

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

Kartika

[boutsen9620]

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?

[Kartika Rawat]

Thank you for the information. I'll share the crash logs with the product team to review it and update you as soon as I hear from them.

Kartika

[petergaraway]

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

[boutsen9620]

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

[sdavis0893]

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. 

[petergaraway]

Hello sdavis0893 - Can you try the same thing and also try to create a dump file before it crashes? Thanks!

To get the process dump file:

1. Press Ctrl+Alt+Delete on the keyboard
2. Select Task Manager > Go to the Processes tab and click More details
3. Right-click the process for which you need to create a dump file

[boutsen9620]

tried many ways to get full dump , but it seems not posible

only dumps like you see in beginning of this problem

dump on exe is not possible because exe crashhes always before you can get anything

regkeys does not work

any other suggestions?

kind regards

[petergaraway]

Thanks for the response. Please try these steps (wish there was an easier way). 

1. In the Run dialog window, enter regedit and click Ok.
2. Navigate to the registry \HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps.
3. Set up the Registry values as per the instructions in this URL: https://docs.microsoft.com/en-us/windows/desktop/wer/collecting-user-mode-dumps
4. Now retry with the same workflow where Rush crashed and if it is still able to reproduce, then navigate to %LOCALAPPDATA%\CrashDumps using Run window.
5. You can find the crash report saved in .dmp format in the location by name similar to Rush.exe.XXXX.dmp

Let me know if you hit any snags.

Thanks, 

Peter

[petergaraway · Accepted solution]

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

[boutsen9620]

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]

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

[Petrus Gerryts]

Hi Peter

Not sure if my issue is related, but this morning Adobe rush froze and when I relaunched the project (2 days of work) it won't open. All the other projects can open, just not this one. I've tried turning sync off/ on, tried opening in Premiere Pro, updating, restarting, everything I can think of. When clicking on the project the Adobe Rush screen turns grey just for a sec as if it's about to load - but nothing. Please help 😞

[petergaraway]

Hi Petrus, 

Hmmm, did this happen after updating to 1.5.8? Are you on Mac or Windows? Can you do two things for me? 

1. Capture a dump/sample file right after Rush fails to open the project 

Windows: To get the process dump file:

1. Press Ctrl+Alt+Delete on the keyboard
2. Select Task Manager > Go to the Processes tab
3. Right-click the process for which you need to create a dump file

Mac:

1. Launch the "Activity Monitor" application.

2. Select Rush (while it's not responding)

3. Once Rush is selected, click the "Sample Process" button at the top and a new window will.

4. Choose the Save.

2. Send me all the files in your Local Hub folder here 

Windows: C:\Users\[user name]\AppData\Roaming\Adobe\Common\Team Projects Local Hub

Mac: /Users/[username]/Library/Application Support/Adobe/Common/Team Projects Local Hub

Please upload these files to somewhere I can download. 

Thanks so much!

Peter

[moviephoto]

Hello. Worked, but for a long time does not start

[louvel]

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?!

[Andrea5EEF]

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

[My Language Hub]

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]

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

[Andrea5EEF]

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?

[technicald37767582]

Adobe Rush 1 .5 .40 Build 35. Very very glitchy. I''m close to dumping this and going back to WeVideo online or some other product for editing. Coming at the worse possible time as I have a video I'm trying to edit and redner for VIP client tomorrow ?!!  I have cleared cookies and cache including the app data.  I have tried the Win version running as Admin, still no change.  There is a Win driver win64_24.20.100.6286. the support forum from Adobe is recommending. Help! What a shame as I'm an Adobe Cloud CC user for several years and have use Premiere alot off and on since 2016 and would love to have that installed and running, but I have a need for a web editor that can give me some quick edit options for media that will post on social media. Love the settings / features on Rush that are familiar for Adobe P. The glitchy locking up has got to go.. And this is on an HP I5 as well,  memory is 16GB ram as well.

[Michel Lauzon LAAB]

My own recent experience with RUSH on Windfows 10 (Surface Book 3) has been very good until very recently. The app is now unstable, doing glitches and taking forwver for small animations. IT makes the laptop freeze and cannot run other applications at the same time.

I have tried uninstalling and reinstalling RUSH but to no avail. Nothing in my configurations has changed - same computer, same settings.

What has happened between this spring and now?

The software is basically now unsable and am thinking about cancelling the product.

Can you help me get this back to a normal state of affairs?

Any fixes? should I get back to an earlier version?

Thank you

Michel