graphic templates in rush have disappeared again

[Jan Tore Tjøs3548227516qv]

I produce content for my school to go on Instagram etc. Lately I have been having problems with the titles templates. The nice ones have disappeared. And All I am left with are the tired old ones. This happens a lot and now all my videos are gone too.

I use it on my iphone. I updated the other day and now this happened. (it is the same on the desktop versjon too, I use a mac. Latest software.)the same thing happened last time i updated. this is just sad and so unprofessional of adobe... this is not just some random free app. this is paid for. so I am wondering if i should just give up on rush and take my editing to a different app. Or maybe someone has a good tip? Look at the photo for titles options. Its not mindblowing 🙂

[Jan Tore Tjøs3548227516qv]

some more photos from my imac

[stuart_2527]

Yes, I'm having this issue too! I had made a number of videos over the past couple of months using the collection of excellent titles that were added, and now I can only see the boring stock templates. It would be greatly appreciated if these could be re-added to the collection. Or at least provide instructions on where to find them to add them ourselves. Thank you!

[Jan Tore Tjøs3548227516qv]

I wish I knew how.. it is so frustrating to pay for aproduct, then this happens. I have tried to reinstall (about 10 times now) but nothing helps. stange that we are the only two with this problem. 

[Jan Tore Tjøs3548227516qv]

Contacted Adobe but they just left the chat.. so no help there.

[Kevin-Monahan]

Hello @Jan Tore Tjøs3548227516qv and @stuart_2527,

Thanks for writing in. Have you tried clicking the "More" buttons for each category? There are lots of choices after you do that. Let me know.

Thanks,
Kevin

[stuart_2527]

From the stock graphics section, this is all I can see. 

I then press 'more', and am still provided with only the stock title graphics. 

[Jan Tore Tjøs3548227516qv]

Yes. I have tried. I have tried all I know to try. 

[Kevin-Monahan]

My installations look very similar. Unless you have saved templates in a Library, this is all you might have access to. Sorry about that.

Kevin

[Jan Tore Tjøs3548227516qv]

It does not seem like you really know about this program. It looked very different a couple of weeks ago. So I am pretty sure it is not supposed to be like this. If it is then Adobe Rush is useless for what it is intended for. One simply cannot produce content that looks this basic. It makes everything look unprofessional and bland.

[Kevin-Monahan]

HI @Jan Tore Tjøs3548227516qv,

I use Rush for rough cuts I bring into Premiere, so I don't use the templates very much and don't keep track of them. Sorry. In your case, you may want to contact the video queue and ask them directly. Contact Adobe support here, and once you get an agent on the line, ask for the video queue. A standard agent probably can't help as easily.

The Rush team has pushed no new releases that could affect what you are seeing, so it could be something going on from your end, especially if you're in a corporate or EDU environment. If that is the case, contact your IT Administrator. Please also also us know what Adobe Support says. In the meantime, I will also ask the team if they know of anything that could cause this incident. I apologize for the frustration.

Thanks,
Kevin

[Jan Tore Tjøs3548227516qv]

I wish someone who knew would answer me. I have of course contacted IT in my organisation, and tried to get help from Adobe and here. But when I get the same uninformed answers from all three places it annoys me. I wish someone at Adobe actually would help instead of stating the obvious and not knowing or understanding the problem. I get emails every day from Adobe asking me the same question over and over, but not ONE single initiative to actually help. It is infuriating to have to go through weeks of this.

[Kevin-Monahan]

Hello,

OK, you say that you are in an enterprise or educational environment so that leaves a clue as to why you might be finding difficulty in determining the cause of the issue. Even the product team is not very sure of why you are experiencing this problem. I asked them for you.

They suggested the files might be reliant on Creative Cloud Sync, which was removed for the general public back in February but would still be available for enterprise customers for some months until October 2024 (but now extended until February 2025). See, https://helpx.adobe.com/enterprise/kb/eol-cc-synced-files-for-business-plans.html. The discontiuation is being done in phases and this issue might fall under that category.

I hope this info helps shed some light on the issue. It supports as to why your IT team, the product team, nor support is able to solve this issue. I believe it's why most other people might not be mentioning the issue since these templates haven't been available for almost a year now. It could also be why they became completely unavailable at one point. That's my report from the product team. I hope the issue may make more sense given that info.

Sorry for the frustration.

Thanks,
Kevin

[Jan Tore Tjøs3548227516qv]

this is how it is supposed to be. Filmed this on a colleagues pc.

[Kevin-Monahan]

Thanks for the response. That's odd. Is your colleague in the same organization as you? Is it possible that they still have access to the CC servers while you might not? Sorry for the frustration.

Thanks,
Kevin

[Jan Tore Tjøs3548227516qv]

He is. And mine was the same a month ago. I am so sick and tired of this. The biggest frustration is the fact that nobody at Adobe seems to know what is wrong.

[Kevin-Monahan]

Hello @Jan Tore Tjøs3548227516qv,

I understand the frustration, sorry about that. I escalated your issue to the engineering manager for Rush and she said that the issue is almost certainly related to the deprecation of CC Sync. There was a wave of sync removal that occurred around a month ago, which coincides with the timing of the loss of your tempates.

As for your colleague still having access, that is odd. Perhaps that wave of termination of services has not reached their account yet.

Let me know if there's anything more I can do to help you with this issue.

Thanks,
Kevin

[Jan Tore Tjøs3548227516qv]

They know what it is but they do not do anything about it? I had a guy from Adobe in a Teams meeting yesterday. He introduced himself as being new to the app... and of course knew nothing. What a complete pile of utter tosh this organisation is..

[Kevin-Monahan]

Hi,

Sorry about that. CC Sync is being phased out for enterprises. Rush should still be able to edit video projects, it's just that those templates probably won't be available anymore. Contact your IT Administrator for details.

Thanks,
Kevin

Note: I removed my last reply which mistakenly removed your reply to me. Apologies.

[Jan Tore Tjøs3548227516qv]

I am done now.