Premiere Rush Crashes NEW Dell Laptop

[wbrach]

Have a user who has reported that Premiere Rush continues to crash his brand new laptop.

Dell Precision 3591 Laptop on a WD19TBS Dock w/ external monitor connected.

Events from Event Viewer:

Faulting application name: Adobe Premiere Rush.exe, version: 2.10.0.30, time stamp: 0x655624c9
Faulting module name: ntdll.dll, version: 10.0.26100.1591, time stamp: 0xb97e84a2
Exception code: 0xc0000374
Fault offset: 0x000000000009dab5
Faulting process id: 0x7E10
Faulting application start time: 0x1DB198EDB5DDDC1
Faulting application path: C:\Program Files\Adobe\Adobe Premiere Rush 2.0\Adobe Premiere Rush.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 3868fa2c-a50b-4985-9b0d-ddeb0aae5c9a
Faulting package full name:
Faulting package-relative application ID:

I'm thinking I need to have my user disable Intel video for rendering and force the machine to use the NVIDIA drivers for the dock if that makes any sense?  I don't know if the issue happens when the laptop is not connected to the dock.

Thanks for reading.

[Kevin-Monahan]

Hi there, @wbrach !

It sounds like you’re having a frustrating issue with Adobe Premiere Rush crashing on your new Dell Precision 3591 laptop. Let’s see if we can resolve this for you.

Steps to Troubleshoot and Fix the Issue:

• Update the GPU studio drivers:
  • Ensure that the Intel and NVIDIA graphics drivers are current. 
  • You can download the latest drivers from the Intel and NVIDIA websites.
  • Set NVIDIA as the Preferred GPU:
    • Open the NVIDIA Control Panel.
    • Go to Manage 3D Settings.
    • Under the Program Settings tab, select Adobe Premiere Rush from the drop-down menu.
    • Set the preferred graphics processor to the High-performance NVIDIA processor.
• Check for Windows Updates:
  • Make sure your Windows operating system is fully updated. Sometimes, missing updates can cause compatibility issues.
• Run Premiere Rush as Administrator:
  • Right-click on the Adobe Premiere Rush shortcut and select Run as administrator. This can sometimes resolve permission-related issues.
• Test Without the Dock:
  • Try running Premiere Rush without the WD19TBS dock to see if the issue persists. This can help determine if the dock is contributing to the problem.
• Disable Intel Graphics for Rendering:
  • If you are still experiencing performance issues, disable the Intel graphics adapter in the Device Manager to force the system to use the NVIDIA GPU. This can help if the problem is related to the integrated graphics.
• Reinstall Adobe Premiere Rush:
  • Uninstall Adobe Premiere Rush, restart your computer and reinstall the application. This can help resolve any corrupted files.
• Check Event Viewer for Additional Errors:
  • Look for other related errors in the Event Viewer that might provide more clues about the crash.
    
    

Community Insights: Many users have reported similar issues with ntdll.dll crashes. Ensuring that all drivers and the operating system are up to date is a standard solution.

I hope these steps help resolve the issue! If you need further assistance, feel free to ask. 😊

Thanks,
Kevin

[wbrach · Accepted solution]

@Kevin-Monahan, Thanks for the troubleshooting steps.  It was determined that it was the dock my user was using - we're looking into replacing his dock with the latest model from Dell. 

Thanks,

WB