Black screen w/non-spinning circle, no projects visible, BUT they are clickable!

[srikrishnaom]

Hello! I hope someone can help me. Rush was working normally until my google acct asked me to delete data to free up space this morning. So, keep in mind I evidently may have deleted data from adobe in the process.

Now, when I open Rush, I see the home screen menu, but no projects. There is a circle, but it is not spinning, it is frozen. And I discovered that if I hover the mouse over the black screen, the projects are there and clickable, I just can't see which one I am clicking on.

I tried, (1) closing and reopening the app; (2) restarting the computer; (3) logging out of and back into the app; (3) logging out of and back into adobe creative cloud; (4) uninstalling and reinstalling adobe rush. No success.

Thank you for any feedback.

[srikrishnaom]

I've also tried holding Alt while opening the app, deleting the media cache and media cache file folders under adobe, roaming, appdata, my name, users, C. No dice.

[srikrishnaom · Accepted solution]

Update. I wound up logging out to creative cloud and creating a new login using a different email. Now the rush app works as expected. So it appears that when I deleted web data, it somehow broke a connection between creative cloud and my desktop rush app. I don't understand why it has not resolved with all the troubleshooting I've tried. And it is a shame that I cannot access my projects in my original account unless I blindly click on the black screen in the hopes I'm clicking on what I'm looking for. There must be a solution to this. But for now I'll go forward with creating projects under my new acct. Would appreciate any insight into why deleting web data may have broken that connection and how to repair. Thanks.

[Kevin-Monahan]

OK, great. I'm glad that you have the app working again. I apologize for the loss of past work, however. You can work one-on-one with our specialists here at Adobe. Here are some tips to connect with them.

Go here: https://helpx.adobe.com/contact.html

In the lower right corner is a chat pod. Enter your issue there.
Once connected to a live agent, ask for the "video queue." (Important!)

That way, you'll get video specialists on my team that may be able to help you.

Please allow them to have access to your computer. They should be able to assist you from there.

Sorry for all this hassle! I hope the folks here at the mothership can help you!

Thanks,
Kevin

[Kevin-Monahan]

Hello @srikrishnaom,

Thanks for writing in. I read that your projects are missing since you deleted data from cloud storage. Your setup sounds a little unusual. Can you describe how you were using Google Drive in your current workflow? Creative Cloud sync was removed in February, so people are using various workflows I am unaware of. I hope the community can help you.

Thanks,
Kevin

[srikrishnaom]

Thanks for the reply, @Kevin-Monahan . I was not using Goggle Drive in my workflow. Sorry if that was unclear. My Adobe account is linked to my Google account. The notification I got from Google suggesting I delete data to free up space did not ostensibly seem connected to my eventual Rush issue. But it appears that when I deleted data which included data for web-based Adobe from my Google browser, it somehow broke communication between Adobe and my Rush app. I am not knoweldgable enough to describe it better. 

Thanks very much for the link and info to connect with a live agent. That is greatly appreciated and I will get into that probably tomorrow to see if a conversation can help get to the bottom of this strange problem.

[Kevin-Monahan]

Oh, I understand better now. Thanks, @srikrishnaom. Let us know what they do for you. I hope the outcome is positive!

Cheers,
Kevin

[srikrishnaom]

Spent a long time with an Adobe rep on chat 2 days ago, having given permission to take remote control of my computer. They did a bunch of troubleshooting including testing Rush in admin account which we created, trying an older version of Rush, upating Intel display, changing various settings, signing in and out of Outlook (because I use Onedrive for my media), lots of other details which are above my paygrade. Nothing worked. However, we were able to see my projects when display was set to basic. You can't do any decent work in basic display, but at least in a pinch if I need to locate an old project, I can do so in basic display. That rep suggested there was a GPU issue with my computer, although that was not a sure diagnosis seeing as there was no GPU issue when using Rush in the new account I created. Today, a senior technician called me from Adobe and also did remote control of my computer. He exhausted all troubleshooting options and concluded that there were corrupted cache files associated with the google account which I used for my original Rush account. Could this have happened when I deleted web data on chrome which is when this trouble started? He said possibly, but that could also happen at any time. I am not having any other trouble with my chrome account, incidentally. So we had to call it. My projects are still not visible in my original Rush account, although I can see them if I change the dispaly to basic mode (although working in that mode is not desireable). And going forward I'll use the new Rush account I made with my other google email. Also, I'll be more cautious when allowing chrome to delete data in the future. 

[Kevin-Monahan]

I appreciate the reply and all that you shared. The community also thanks you.

Cheers,
Kevin