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france272106187v81
Participant
January 11, 2024
질문

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

  • January 11, 2024
  • 15 답변들
  • 6758 조회

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.

    15 답변

    이전 답글 보기
    R
    Rance351996910qvo
    Participant
    February 2, 2024

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

      A
      Alexandru34839068mco2
      Participant
      January 16, 2024

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

        Kevin-Monahan
        Community Manager
        Kevin-MonahanCommunity Manager
        Community Manager
        January 18, 2024

        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

        Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
        P
        Phil34832703ev8y
        Participant
        January 16, 2024

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

          Kevin-Monahan
          Community Manager
          Kevin-MonahanCommunity Manager
          Community Manager
          January 16, 2024

          Hi @Phil34832703ev8y, 

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

           

          Thanks,

          Kevin

          Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
          C
          CharPont
          Participant
          January 12, 2024

          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
            Community Manager
            Kevin-MonahanCommunity Manager
            Community Manager
            January 24, 2024

            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

            Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
            C
            CharPont
            Participant
            January 28, 2024

            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
              Community Manager
              Kevin-MonahanCommunity Manager
              Community Manager
              January 11, 2024

              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

              Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
                F
                france272106187v81작성자
                Participant
                January 19, 2024

                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

                  D
                  Darren34877378lrvj
                  Participant
                  January 22, 2024
                  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.
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