Premiere Rush Crashing Upon Start

[Lili5E6E]

Hello! So I just got a new Windows PC - Lenovo Yoga Pro 9i. Because Windows Backup wasn't working, I copied all my personal files over from my old one (Lenovo ThinkPad X1 Yoga) and re-installed all my apps, including the Adobe ones. I made exactly one or two projects on Rush successfully on the new PC with zero issues.

Yesterday, suddenly, it won't work at all. I can open and edit/export previous projects, but when I go to start a new one and add media, it immediately crashes and doesn't even offer a crash report. I'm using the most recent version (2.1).

Temporarily, if I moved the media I wanted to add to my desktop, it would work. But now even that loophole doesn't work. It can load some of my jpgs from my downloads folder and a couple other older files, but I can't figure out what the common thread is with the files that work and the ones that don't. The file size, type, or location don't seem to be the issue.

I tried resetting it to an older version of Rush to see if the new one was bugged. That didn't work. I tried logging completely out of Creative Cloud and logging back in through Rush. That didn't work. I restarted my laptop. That didn't work. I even factory reset my laptop and redid everything once more to make sure my drive wasn't somehow the problem. That didn't work either.

I'm at my wits end, and I am so far behind on my work projects because of this now. Is this an Adobe Rush issue, or is there something wrong with my new PC? My other Adobe apps seem to be working ok, but they don't use in-house loaders like Rush does, so it's really hard to say. Please help!!

[Lili5E6E]

*Edit*

I tested Premiere Pro, and the in-house loader is working completely fine without crashing, so Rush HAS to be the issue. Only problem is I have no idea how to use Premiere Pro and I don't have time to figure that out right now.

[Kevin-Monahan]

Hi @Lili5E6E,

Thanks for the report. So everything was working fine on the new computer, and then suddenly, it's not? How frustrating. What do you think has changed? Is it different media?

What are the specs on the media? You can run it through MediaInfo in "Tree View" and send in a screenshot. Often, it is the media that is the problem, not Rush. It depends on the source. Can you give us any other details about the camera or the media? That would be great.

Thanks,
Kevin

[Lili5E6E]

That's exactly it! It was working normally, and then it wasn't. I thought perhaps when I was setting up the new PC, I could've accidentally messed something up with the drive even though it was working just fine for a couple projects. So I factory reset the PC and started over, but the issue persisted, if not worsened because now I can't even edit old projects even though the files/locations did not change. And now it crashes when I try to upload ANY media, even media that I've used in previous projects.

The media is the same (mp4 files), and filmed on the same device - my phone. And I use the same method to download them as always, either through google drive or google photos.

Not sure if this is the correct info you needed from the screenshot, but here's what I did using MediaInfo for just one file.

Thanks for your help.

[Kevin-Monahan]

Hmm, that's pretty strange, @Lili5E6E. It sounds like it could be a permissions issue. See this article: https://helpx.adobe.com/x-productkb/multi/preferences-folder-read-only-error.html.

Report back after repairing permissions from all your drives. I hope it helps.

Thanks,
Kevin

[Lili5E6E]

Hi Kevin,

I apologize for such a long pause in between responses. For the time being, I switched to Capcut to catch up on work projects. I went through the link you sent to edit the user permissions, and unfortunately had no luck. All of my user permissions for all of the listed drives were already set to allow. I appreciate your help. Any other suggestions?

[Kevin-Monahan]

Hi @Lili5E6E,

Thanks for catching me up with your case. At this point, please work with our support staff.

Please contact our agents: https://helpx.adobe.com/contact.html

The chat pod is in the lower right corner.

Respond, and click through until you get a live agent.

Ask for the video queue (M-F 7AM-7PM PST).
Insist on it if agents not on the video queue team try to troubleshoot.
The proper agents will control your computer and, hopefully, get your projects working again.

Let the community know what happens.

Thanks,
Kevin

[Lili5E6E]

Thanks Kevin,

I really appreciate your help thus far. I'll let you know if one of the video queue agents are able to solve the problem and update the thread in case anyone else has a similar issue.