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 @Reymund33719189gujm,

Sorry about that. Which version of Rush are you running? What is your version of iOS?

Thanks,
Kevin

[John354029056pg7]

It is still occurring on iPhone 15 (iOS 17.3.1) and I'm paying for Premium. This is Rush version 2.10 (1). Product Team needs to do better. This should literally be a P1 incident for how many customers are seeing this. A simple video edit crashes and even with the project saved some items in the timeline are not saved. Today it caused the audio of my videos in the timeline to not work at all. Made sure everything was not mistakenly muted.  Tried closing the app entirely and the usual generic IT 101 steps.

[Kevin-Monahan]

Hey @John354029056pg7,

I read your note. I heard that the update to iOS and Rush is still not working for you. That's no good. Are you testing on a new project or an existing one? If you have not tried a new project yet, that is something you can try. I apologize that our user-to-user forum was unable to assist you on this issue.

You can contact us at Adobe support directly: https://helpx.adobe.com/contact.html. Look for the chat pod in the lower-right corner. Connect with a live agent and request to be connected with the "video queue." That is my team and they can help you one-on-one. If they do not solve your problem, ask for your case to be escalated.

I will also let the developers know of your case. So far, we have heard that the recent bug fix in 2.10 (1) is working for editors like you. Editors that have the very same hardware, software, and version of iOS. I will continue to investigate this issue and I will report any findings I have immediately.

I'm sorry for the frustration on this issue. I hope we can find a resolution for you soon.

Thanks,
Kevin

[Pcladie]

I am having a similar problem only I get an error regardless of what I try to do. I cannot import, export or view projects. When trying to load photos or videos if it doesn't crash completely I get an unsupported file type message. So frustrating and reading through this post and seeing how many ways one person can apologize for horrible service makes me really wonder why Adobe doesn't just admit that something went wrong and we are trying to fix it so hey, stop wasting your time looking for a work around. We will update everyone as soon as we figure it out. Truth matters.

[Pcladie]

I realize that I didn't list my devices. I have an iPhone 15, iPad Pro, and an IPhone 12 Pro. The IPhone 12 worked until I updated the app a couple of days ago thinking that it should be okay since they can't seem to recreate the problem. Ha. I smell snake oil.

[Kevin-Monahan]

Hello, @Pcladie,

Thanks for the notes. Which version of Rush are you running? Which version of iOS? What is the format of the photos? What is the format of the video files? I hope we can help you figure this out.

Thanks,
Kevin

[Sylvain1919]

I am having the same issue as well with iphone 14 pro IOS 17.2.1

[Kevin-Monahan]

Which version of Rush, @Sylvain1919?

Thanks,
Kevin

[Sylvain1919]

version 2.10(1)

[Kevin-Monahan]

Can you try iOS 17.3.1?

Thanks,
Kevin

[Sylvain1919]

i installed it and 3 times crashed and dicided to film it if it can help of any sort 😞 

[Kevin-Monahan]

Thanks for the movie. Is the footage 4K shot on the iPhone? Is there anything special about the footage?

Thanks,
Kevin

[Sylvain1919]

No just show how fast the crashes occurs

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[Sylvain1919]

oh i got it filmed just HD not 4k

[Kevin-Monahan]

Hi @Sylvain1919,

What do your iPhone camera settings say? Are you shooting in cinematic mode or HDR? Have you tried most compatible mode? Let us know.

Thanks,
Kevin

[Sylvain1919]

I am filming 1080p HD at 30 ips an high efficency format didn't try yet other modes those shot as been film a while monthys ago with same settings on iphone 12 pro max

[Kevin-Monahan]

Hi @Sylvain1919, Yeah, that's HEVC. I think there may be a bug there, but I'm unsure since I don't know the exact specs. I wonder if it's 10-bit footage. I'll try and get the specs on that.

Since you already shot the footage, you may have to use a workaround. The one I can think of is to transcode the footage. You may have to do this on a computer and outside the phone.

Let me also ask the team if they can test HEVC HD footage from their end. Sorry for the problem.

Thanks,
Kevin

[Sylvain1919]

how do i transcode the footage, and do i have acces to premiere rush or else without paying adittional subscription? 

Thank you for the support.

Sylvain

[Kevin-Monahan]

There are some free encoding software packages out there using FFMPEG open-source code. They work OK. Check out Shutter Encoder for the most amount of options. Handbrake is also working for that. I hope the advice helps.

Thanks,
Kevin

[alia32912731fxgz]

I have also been experiencing significant bugs with rush in my iphone 15 and on my ipad. I have been using this product for years and then all of a sudden about 4 months ago it started crashing and freezing intermittently.  Now the app is completely unusable to me and crashes 100% of the time. If I change the speed on a video loaded into the file, it seems to exacerbate the problem. I have signed in and out, uninstalled and reinstalled on both devices without any resolution. I depend on this app for my business and having to use the desktop version is a huge inconvenience. I have resulted to having to buy a new video editing software which is ridiculous considering the amount that creative cloud costs per month. 4 months is the longest I have ever seen a program of this caliber not get resolved. Is there reimbursement for services not rendered available?

[Kevin-Monahan]

Hi @alia32912731fxgz,

I read about your problem. It sounds like you've tried a lot of troubleshooting, but nothing has worked. Sorry for the frustration. My advice, if you have not already tried it, is that you have installed the most current version of Rush [2.10 (1)] and the most current version of iOS.

I have also asked an engineer to solve this issue for those still experiencing issues, even with the new version of Rush and iOS. I cannot reproduce this issue at all on my older iPhone. I hope the team or the community can offer assistance in solving this problem. Take care.

Thanks,

Kevin

[ryan36012254li1s]

Hey Kevin, I am also having issues. Bought a brand new iPad 10 air and only been using premier rush for less than a week. As of today I am unable to use the app without it crashing nearly every 2 minutes. I even dropped storage down half way to what it was before. Updated iPad, restarted, offloaded the app, etc. nothing seems to work. Still constantly crashing on me.

[Lepive]

Good to know about this bug as I am planning to update my iphone Pro 11 to 15 but now I need to rethink as I need Rush in my phone. In iphone 11 it is been working just fine except now it says no internet connection causing there is only mobile projects editing available causing me to come here to check if there is fix. Obviously I am online but Rush not. 

[Sylvain1919]

Samething for me but iphone 15 Pro , even with update ios still does crash

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[Kevin-Monahan]

Hello @ryan36012254li1s, @Lepive, and @Sylvain1919,

Thank you for your bug reports. I asked if the engineer could test once more, but they haven't been able to reproduce the issue, given the info you've supplied. There must be something different that they are doing compared to what you are doing.

Let's keep sharing info about your workflow until we figure out what that is. I apologize for the continued issues.

Thanks,
Kevin