Crash - Exception Message: 3221226356 A heap has been corrupted.

[eric_6163]

Is there any sort of “known issue” with Adobe Premiere Rush crashing?

After downloading Premiere Rush from the Creative Cloud Desktop and can open the software without issue. When “Create a New Project” and open a folder that has a video file in it the app crashes.

When I open a folder that only has subfolders, JPEGs, and/or MP3 file types there are no issues. But if the folder has even just a single .mp4 file in it the screen displays the “not responding” message and then closes the app.

Attached is the full error log.

Any advice would be appreciated.

Thanks

Eric

[Kevin-Monahan]

HI @eric_6163,

Where did this .mp4 file originate? Do you know the codec, frame size, and frame rate of the clip? Is it from a screen capture or a mobile device? Has this kind of media worked ok in previous versions of Rush? Let us know your computer or device and any other details.

I also have this research. See if it helps:

It looks like the crash log indicates an issue related to memory allocation and heap management. The repeated calls to RtlAllocateHeap This suggests that there might be a problem with how memory is being handled, which could lead to heap corruption or a memory leak.

Here are a few steps you can take to troubleshoot this issue:

1. Update Software: Ensure that Premiere Rush and all related drivers are up to date, especially your GPU driver. Ensure it is the studio version of the driver if it is available.
2. Check for Corrupt Files: Sometimes, specific media files can cause crashes. Try removing recently added files to see if the issue persists. You may want to transcode the file in the free app called Shutter Encoder. I use that.
3. Memory Diagnostics: Run a memory diagnostic tool to check for any issues with your RAM.
4. Reinstall: If the problem continues, consider reinstalling Premiere Rush.

If these steps don’t resolve the issue, you might want to contact Adobe support with this crash log for more detailed assistance. Let me know if you need help with anything else!

Thanks,
Kevin

[eric_6163]

Thanks Kevin,

We have found workaround - ie the crash was happening on the users laptop (a Dell Latitude 5450) but when I had him move to a Dell desktop it worked without crashing.
So I feel farily confident saying it is/was the video card (either hardware or drivers) that were causing the issue.

Luckily we work in an evironment where he can switch to using the other device.

thanks for the ideas though.  I appreicate it

Best,

Eric

[Kevin-Monahan]

Are you using a docking device? That might also be at fault. You can also look into updating the GPU driver to the latest studio driver. I hope you can track down the source of the issue. Sorry for the frustration, @eric_6163.

Thanks,
Kevin