Adobe Premiere Rush Crashing When Accessing Videos - Extensive Troubleshooting Tried, Need Help!

[TomasTurner]

Hi all,

I’m experiencing persistent crashing issues with Adobe Premiere Rush on my Windows 10 laptop, and I’m hoping for some guidance. Below is a detailed breakdown.

Crash Details

The crashes occur in Premiere Rush (version 2.10.0) whenever:

• Adding a New Video: The application crashes consistently when I open a new project, and then browse to a folder containing any videos. I can add images or audio without any issue.
• Accessing Project Files: Rush also crashes as soon as it tries to open any project files containing video content.

The issue seems tied to handling video files, with the deployment crashing whenever video content is accessed.

(Crash file is attached for reference, if that helps.)

Troubleshooting: steps already taken

Here’s everything I’ve tried so far, in coordination with the IT support team from my university:

• Cleared Cache Files: Cleared the cache within Premiere Rush to eliminate potential file corruption.
• Disabled Hardware Acceleration: Disabled this setting as it’s sometimes suggested to fix video handling issues.
• Reinstallation: Uninstalled and reinstalled Adobe Premiere Rush.
• Updated Graphics Drivers: Verified that my graphics drivers are up to date.
• System File Checker (SFC) Scan: Ran a scan to repair any corrupted system files, as advised by IT.
• Installed .NET Framework and Microsoft Visual C++: Installed these to ensure all dependencies for Premiere Rush were available.

Additional Background Information

I tested Premiere Rush on a loaner laptop, using the same Adobe Creative Cloud account and synchronization settings. It worked without any issues.

System Details

• Operating System: Windows 10, 64-bit
• Premiere Rush Version: 2.10.0
• Graphics Card: Built-in Intel graphics card for Dell Latitude 5450
• Processor: Intel(R) Core(TM) Ultra 7 165U 2.10 GHz
• RAM: 64GB

I’d appreciate any insights on next steps, as I am very stuck at the moment.

Many thanks and best regards,
Tomas Turner

[Kevin-Monahan]

That's pretty weird, @TomasTurner. Sorry about that. Perhaps something is wrong with your media folder? Can you see if it has the correct R/W permissions? See this article for steps: https://helpx.adobe.com/x-productkb/multi/preferences-folder-read-only-error.html.

Thanks,

Kevin

[authentic_wanderer8704]

I'm having similar issues- I'm wondering if there's a buggy update of Premiere Rush been pushed

[TomasTurner]

Hi Kevin,

Thank you for the quick reply. Unfortunately, the IT department has been a bit slow in responding, which caused the delay in my reply. They are unwilling to change the permissions for these folders for an unspecified reason, so I think this is where the road ends for now. I will report back if/when I have more information.

Best,
Tomas

[Boglarka27404988hasx]

Hello,

I wonder if you found the solution to this problem. I have exactly the same issue.

Thank you in advance for the reply,

Boglarka

[TomasTurner]

Hi Kevin,

Sorry for the delay. I finally found the opportunity to implement the suggested steps on the page you suggested. I've changed the permissions on all these folders. Unfortionatly, did this not solve the issue. 

Please find the most recent crash file attached, in case it maybe contains new information after this change.

Thanks in advance for your continued support and kind regards,

Tomas Turner

[TomasTurner]

Hi Kevin,

Did you see my previous post from several weeks ago? I’ve tried the suggested steps but unfortunately the issue persists. Things are getting quite urgent—I’m even considering buying a separate laptop just to run Rush.

Do you have any further suggestions?

Thanks in advance for your help!

Best,
Tomas

[Kevin-Monahan]

Sorry @TomasTurner. To call me to the discussion next time, kindly use @Kevin-Monahan to tag me. Otherwise, it's not likely I'll see your question. If your troubleshooting has reaching a halting point, kindly contact us here. The chat pod is at the lower right. When the agent comes on, ask for my team, the "video queue." They should be able to help. Hope the advice helps.

Thanks,

Kevin

[authentic_wanderer8704]

Im having similar issues all of a sudden. I'm wondering if there has been a bad update of Premiere Rush that's causing problems 

[Mgarbe]

Same problem here. Is there any solution yet?

[Kevin-Monahan]

Are you on Windows? Have you updated recently? Do you have dual monitors? If so, try rolling back Windows one version. There was a version of Windows that caused issues with Premiere Pro. That might explain it. I hope the advice helps.

Thanks,
Kevin

[TomasTurner · Accepted solution]

Hey everyone,

I wanted to share my experience in case it helps someone else. After extensive troubleshooting and several calls with Adobe Support, I’ve confirmed that my persistent crashes in Premiere Rush were due to having an Intel Core Ultra processor.

It appears there’s a known incompatibility with Rush and these newer Intel Ultra CPUs. Unfortunately, it doesn’t look like a quick fix is on the horizon—based on my conversations with support, it might be quite a while (if ever) before this gets resolved.

My advice: If you’re experiencing similar issues, check whether your processor is an Intel Ultra. If it is, don’t waste any more time trying to fix Rush—at least for now. Other forum posts confirm the same issue, and there’s no known workaround at this point.

I hope this saves someone else some frustration. If anyone finds a solution or hears of an update, please share!

Best,
Tomas Turner

[Kevin-Monahan]

Thanks for the info, @TomasTurner. Sadly, your machine is not yet supported.

Cheers,
Kevin

[airgunsarp]

@Kevin-Monahan any ETA on this being addressed? We're EoL on about 300 older machines and all are moving to Intel Core Ultra processors. I'd say 1/3 of those use Rush regularly for educational content creation.

[Kevin-Monahan]

Hello @airgunsarp,

I wish I could address this, but I am not on the team. Premiere Pro does work on those computers, so that is the only thing I can suggest at this time.

Thanks,
Kevin

[NCI5ECC]

@Kevin-Monahan is there an update for this?

[Media35706308vwbd]

Thank you for this post. I guess they can learn from Blackmagic Design. No issue using Davinci Resolve. With my Intel Core Ultra on my Alienware x16R2. I suggest using that. And you can sync projects on the cloud.

[Andreas311479657170]

Thanks for this info. Same problem on my machine. The good news is, Microsoft Clipchamp has considerably improved, it offers identique features and runs faster (at least on my machine). You may want to give it a try.

[TioNicco]

Thanks! 

I only signedup Adobe Express for it, now i know it doesn't work and can look for alternatives until i change processors. haha. 

[NCI5ECC]

Adobe still does not have a public post regarding this issue, nor a general development/case # per another conversation with Adobe via chat today, but is still facing this compatability issue with Intel Ultra processors 3+ months later. This is a major issue and will just continue to impact more and more users as they are upgrading their equipment getting ready for & moved to Windows 11.

"[T]he Ultra processor are not capable enough to load the application that is why it is causing the crash."

[NCI5ECC]

Adobe's Support team provided a specific version of Adobe Premiere Rush (v1.5.34) yesterday that seems to be issue-free so far. Adobe's team member seemed to have it ready-to-go, though I'm still not sure why this isn't publicly posted as a known issue with this specific rollback as a solution.

[BobA20881175]

Thanks rolling back to V1.5.34 solved the problem

[danc9905220]

This worked for me, thank you!

[Jonash68]

Thanks! This solved the issue for now. Can confirm that version 1.5.34 works with my new pc with Intel Ultra Core.

[Media35706308vwbd]

Our video editor switched us over to Blackmagic Design's DaVinci Resolve
and solved our similar problem and added features that you would have to
subscribe to Premiere Pro for at zero cost.

*Media Team*
2000 N Cole Street • Lima, OH 45801
419.228.3007 • www.cornerstonelima.com