1 Pinned Reply
Hello @liu_2712,
Thanks for the note. Welcome to the Rush forum! For your information, this is a user-to-user forum with little or no interaction with Adobe developers. I am Kevin from support. Mainly, I help customers troubleshoot issues with Rush. Let me know if I can help you along those lines. At the outset of my response, most editors do not experience the instability you describe, so I firmly believe I can help get you back on track.
...I am writing to exprbe Customer Support Team,ess my
3
Replies
Hello @liu_2712,
Thanks for the note. Welcome to the Rush forum! For your information, this is a user-to-user forum with little or no interaction with Adobe developers. I am Kevin from support. Mainly, I help customers troubleshoot issues with Rush. Let me know if I can help you along those lines. At the outset of my response, most editors do not experience the instability you describe, so I firmly believe I can help get you back on track.
I am writing to exprbe Customer Support Team,ess my deep frustration and disappointment with the recent performance of Adobe Premiere Rush.
I can pass along your disappointment to the team. Sorry about that.
I have encountered an alarming increase in crashes and stability issues that are severely impacting my work.
1. Frequency of Crashes: Over the past [specific time period], I have experienced a significant uptick in software crashes while using Premiere Rush.
What actions were you performing when you crashed? Do you have any crash reports to share? Can you reproduce the crash, or is it happening randomly? Let me know.
2. Loss of Work: [...] loss of valuable editing time and, in some cases, unsaved work.
3. Impact on Productivity: [...] delays in my projects and affecting my ability to meet deadlines.
3. Compensation for the lost time and potential missed deadlines caused by these software failures
I apologize for that. As an editor, I've experienced such situations, and they are so frustrating. Our agents can help a bit here, so for questions about restitution, contact us here: https://helpx.adobe.com/contact.html. Just explain your situation, and they should provide some relief for you.
4. Lack of Improvement: Despite keeping the software updated, I have not seen any improvement in stability.
The most recent release included a bug fix for crashing on iOS that helped many editors (according to forum posts here), so improvements to stability have been made. I apologize for the fix not being carried over to your system, media, and workflow. I'd need to know specifics to determine a possible cause for your issues. I'm sure the community can help here.
- Ensured all software and drivers are up-to-date
- Verified that my system meets the recommended requirements
- Followed troubleshooting steps from Adobe's support documentation
I want to help you with this problem. I'd need to find specifics about your computer system (CPU, GPU, RAM, HD), your media (codec, frame size, frame rate, source info—like the device you shot the video with), and any workflow specifics, such as, you are editing a very long timeline, or your use of many graphics. Maybe you use a lot of shots from mobile devices or drones (drones have notoriously bad specs). The more you tell me, the better our chance of finding a solution is.
As a reference, I use a MacBook Pro M1 with 16 GB RAM and can quickly edit short 4K videos.
In most cases, instability comes from media that contains a variable frame rate, such as media from mobile devices, drones, webcams, and video streaming platforms like OBS. Usually, it is their variable frame rate that causes the failures. Once media is converted to a proper editing codec, using a proper constant frame rate, problems like the ones you describe subside.
The issue: Rush does support media from most mobile devices. However, Rush has not been updated for some of the newer devices and the formats these devices are capturing, like Apple's cinema mode, HDR video, and 8K HEVC. For example, I would advise transcoding the footage if it was acquired in HDR. Failure also occurs if the variable frame rate is too far from the spec of the sequence settings. My pro tip is to always transcode questionable media to a constant frame rate before you edit it. I use Adobe Media Encoder; however, if the media is from a source that Media Encoder won't work with, I'll use Shutter Encoder, which is freeware. Shutter Encoder is FFMPEG with a UI shell that works with any media.
1. A thorough investigation into the root cause of these increased crashes
For one-on-one support, please contact us at https://helpx.adobe.com/contact.html. Oare connected with a live agent, ask for the video queue. It is open from 7 am to 7 pm PST.
Furthermore, if you can send me a saved crash report via PM, I will forward it to the developers.
2. A clear timeline for when these issues will be resolved
We must investigate your issue and develop a reproducible case for the team. Once we do that, we can have them fix the problem. For example, when you perform a specific action, a crash happens. We need to find out what that particular action is. I'm afraid a specific timeline to find a resolution might be difficult. We'll try our best, though.
If these issues cannot be resolved promptly, I will be forced to consider requesting a refund and exploring alternative software options.
I have been a satisfied Adobe customer for more than 2 years, and I hope we can resolve these issues quickly and satisfactorily. I look forward to your prompt response and resolution.
By @liu_2712
Of course. I understand. I apologize for the frustration.
Thank You,
Kevin
AdChoices