Premiere rush crashing and lag on iphone 15 pro max iOS 17.1.2

[france272106187v81]

Hello,

I've been experiencing significant issues with Adobe Premiere Rush on my mobile device, specifically the iPhone 15 Pro Max, running iOS 17.1.2, with the latest Rush app update installed.

The problems I'm encountering include severe lag, frequent freezes, and continuous crashes. These issues persist even when working with relatively small file sizes, making it challenging to use the app effectively.

Has anyone else faced similar issues on the same device and software configuration? If so, have you found any solutions or workarounds? 

Thank you in advance.

[Kevin-Monahan]

Hi @france272106187v81,

I read your message. The info you provided was very much appreciated. I understand that the iPhone 15 and the latest version of the app and iOS is crashing on you. Others are seeing this, as well. I reported the issue to the product team (I am in support and community) and, so far, they cannot reproduce the issue. I will continue to advocate for users for thme to investigate further, as the problem seems to be evident in other people's posts. I apologize for the problem. More info to come as I receive it. Sorry to have to ask for your patience here.

I have upvoted and hope others reading this thread will do so, as well.

Thanks,
Kevin

[Darren34877378lrvj]

It would be good if support could give better direction on troubleshooting instead of just saying we can't reproduce. I'm having the same issue for the last month or so. I've cleared the cache, uninstalled, reinstalled, but still continues to crash. It's impossible to use in this state. I'm on a Samsung S23+. See screens hot for software version info.

 

[Kevin-Monahan]

Hi @Darren34877378lrvj,

Thanks for the info and screenshot. Much appreciated! This thread is the bug hitting iPhone 15 and the latest iPad. The Samsung device you are referring to is not supported in system requirements, so I fear that your issue is more related to that. The team is very aware that support for current Samsung devices is a top request. I apologize for the frustration.

Thanks,
Kevin

[Darren34877378lrvj]

I've been using this app on my device for over a year, and now I'm being
told it's not supported just because you broke it?

[Kevin-Monahan]

Hi @Darren34877378lrvj,

Thanks for the message. Oh, it's worked in the past? How frustrating that it's not working anymore. Sorry about that. A lot of Samsung users are wanting to use their devices and are frustrated by them not being officially supported. I will pass this message along to the team, as well.

This thread is specifically about the iPhone 15 Pro MAX. Would you like me to branch your post to a new one discussing such problems with devices such as yours?

Thanks,
Kevin

[france272106187v81]

Hi Kevin,

Thank you for your prompt response and for escalating the issue to the product team. I appreciate your efforts in advocating for users experiencing these challenges.

It's reassuring to know that the problem has been acknowledged, although it does seem a bit perplexing that the technical team hasn't been able to reproduce the issue yet, considering its prevalence within the community.

I've noticed several posts from other users encountering similar problems, which suggests that this might be a more widespread issue. The impact on the usability of Adobe Premiere Rush on the iPhone 15 Pro Max and other smartphone, with the latest app and system versions, has been quite significant and persistent over time.

I understand that troubleshooting such issues can be complex, but the collective feedback from the community should hopefully provide valuable insights. If there's any additional information or specific details that could aid in the investigation, please let me know, and I'll do my best to contribute.

Thanks again for your assistance, and I look forward to any updates on the progress.

Best regards

[Darren34877378lrvj]

Step 1... what did you change in the last update? As a professional
Information Technology Engineer with over 30 years of experience, who's #1
ability is troubleshooting, this is where I would look first.

[Kevin-Monahan]

Hi @Darren34877378lrvj,

I read your note. I am not sure if you were aware but I am not on the Rush team. I'm one of the community managers here and am equipped only to handle support issues. I cannot answer any questions about the engineering of the product. I would be happy to pass along your idea, though.

As far as I know, there was a pretty horrendous crashing bug that occurred with the previous version of Rush and a recent version of iOS. That was fixed and the data I saw recently indicated a drastic drop in crash rates.

Note: the team did say that a performance issue stands as unfixed, so I am thinking that is what most people might still be experiencing. It is difficult to discern if this is a known issue or not at this point.

I am hopeful that a fix for this performance bug might be the key for solving some of the issues on this thread. I apologize for the time this is taking to fix. I will continue to be your advocate for a fix. I will provide more info as soon as I receive it.

Thanks,
Kevin

[Kevin-Monahan]

Hello @france272106187v81,

Thanks for the message.

Thank you for your prompt response and for escalating the issue to the product team. I appreciate your efforts in advocating for users experiencing these challenges.

Sure. Sorry I can't be more help. I am a big fan of Rush and really love the product too. I want it to work right for all. I feel horrible that some people are having such a rough time righ tnow.

It's reassuring to know that the problem has been acknowledged, although it does seem a bit perplexing that the technical team hasn't been able to reproduce the issue yet, considering its prevalence within the community.

It is weird, isn't it? I was able to peruse the crash rate data and it is miniscule compared with before the recent bug fix. Empirical evidence that that such problems are affecting only a small slice of the user base; puzzling! Engineers are very aware of the performance bug that is mentioned in another thread, however, and they are working on that fix now. I hope that releasing that fix might also help those iPhone 14/15 Pro MAX and iPad users still experiencing crashing issues.

I've noticed several posts from other users encountering similar problems, which suggests that this might be a more widespread issue. The impact on the usability of Adobe Premiere Rush on the iPhone 15 Pro Max and other smartphone, with the latest app and system versions, has been quite significant and persistent over time.

I agree. It be something that the data is just not showing the team. I will continue to investigate on behalf of the Rush community. Believe me, the team wants to understand what's going on here as much as we do.

I understand that troubleshooting such issues can be complex, but the collective feedback from the community should hopefully provide valuable insights. If there's any additional information or specific details that could aid in the investigation, please let me know, and I'll do my best to contribute.

Absolutely, however, the Rush team would need a an issue with specific repeatables steps in order to file a bug to find a fix. The performance issue they can replicate, but crashing on specific Apple devices, they cannot. If you have a repeatable set of steps that produces your issues, please let me know so I can forward them along for further testing.

I apologize for this issue. As a content creator and editor for many years, I can relate to the pain you might be experiencing. I hope we can work together to solve this one ASAP.

Thank You,

Kevin

[CharPont]

Hi,

I have a IPhone 15Pro and lately I have give up with using Rush because it crushes multiple times while editing and when it's not crushing it's stuck (videos freezing). Something has also changed because nowdays I can not upload some of my images to videos. This has worked well until now. 

I have tried all the tips which you have shared here (deleting app and installing it etc.) but nothing has worked. 

What should I do? 

[Kevin-Monahan]

Hi @CharPont,

I read your note. Sorry for all the issue. You should not be crashing, but some of the freezing is indicitive of a known issue. If you like, you can work with our support team directly with a one-on-one session.

To contact Adobe Customer Service, do the following: 

1. Make sure to sign into your Adobe account. Allow popups and cookies on your browser. You may not be able to see the chat window if using a VPN. 
2. Click here: https://helpx.adobe.com/contact.html?rghtup=autoOpen. This will automatically open the chat window. 
3. Type "Agent" in the chat box to be connected to a live agent. 
4. When you get an agent, ask to be connected to the video queue. These are agents that are specially trained to handle issues related to digital video and audio.

I hope they can help you. Let us know what they say so that the community can stay informed and help others having trouble with the same situation.

Thanks,
Kevin

[CharPont]

Answer is that the app is useless at the moment with newest IPhones.

"Okay, I would like to inform you that as per our article the new Bionic chip is not compatible with the Premiere Rush, as it is a new chip introduced by the Apple and we are still working on it that is why it is crashing while working and exporting the video from Rush."

[Kevin-Monahan]

Hey @CharPont,

Thanks for the message. Sorry, but is that what support actually said to you? That's weird. I have not heard that the app is incompatible with the latest iPhones. A known performance bug is the only thing I'm currently aware of. I am advocating for a fix from my end on the support team. I apologize for this bad problem. Take care.

Thanks,

Kevin

[CharPont]

That's exactly what they said.

There is nothing to do with that at the moment. Because the A17 chip is new the app is not yet compatible with newest IPhone models with that chip. And he also said that other apps has that same problem, but thats where I disagree. I havent had any problems with other apps (CapCut, GoPro etc).

[Alexandru34839068mco2]

Hello,

I have an older iPhone model (iPhone 11) but also an iPhone 14 Pro and I have the same problem!

[CharPont]

I have started to use CapCut, free version is as good as Rush. You should try 👌🏼

[Phil34832703ev8y]

Yes, I am experiencing the same with Iphone 14 pro. 

[Kevin-Monahan]

Hi @Phil34832703ev8y, 

Thanks for the report. Have you updated Rush to the current version? Let us know. Sorry for the problem.

Thanks,

Kevin

[Alexandru34839068mco2]

I have the same problem, when do you think it will be fixed?

[Kevin-Monahan]

HI @Alexandru34839068mco2,

Unfortunately, "when" questions are ones I really can't answer. I'm not on the product team. Sorry about that. I'll keep advocating for you and others on the thread. Please upvote if you have not already done so. I apologize for the terrible inconvenience.

Cheers,
Kevin

[Rance351996910qvo]

You are not alone.  I have a iPhone 15 and cannot process videos either. Same exact issues you're having

[Hart’s35218087aihz]

I am still having the same problems with crashes. I can't work on any of my projects. I am having to purchase other editing software and I'm about done with rush. I hate to be that way but this is ridiculous. 

[Kaya35280236xj48]

I have the same problem with my iPhone 15 pro. What is fustrating is that I paid money for this. And it's been two months. I have to used the iMovie app that came with iPhone which is free but doesn't have all the tools. 

[Reymund33719189gujm]

Hi , is there any update on why the app is crashing on iPhone 15 promax? It's been more than a month that  the app has been crashing. 
Appreciate the help and support!