Inspiring

Answered

Premiere Rush Crashing When Selecting to Load Video for editing

Forum|Forum|1 year ago
January 16, 2025
6 replies
5474 views

HI,

I am looking for some assistance with Adobe Premiere Rush. I recently purchased a new Laptop running windows 11 (I'll put the spec's at the bottom) and every time I attempt to locate or add video content into a project in Adobe Rush it causes the program to crash. I was able to create a video using pictures that I could upload into Rush and then add in animations but then when I exported said video and then started a new project trying to upload that video I had just created it still caused the program to crash when selecting that video.

I have tried a few different things:

- Different User on the PC

- Updated PC, and verified all drivers (including Nvidia drivers) were up to date

- Went into graphics settings and changed the graphics settings to select Nvidia GPU for Rush instead of allowing Windows to select when it wants to run

I use this for editing client videos for work content so I could really use some assistance with this solution, Please see the PC specs below just in case there are any questions related to that.

Processor: Intel(R) Core(TM) Ultra 9 185H 2.50 GHz
Installed RAM: 32.0 GB (31.6 GB usable)
Device ID 6F08DC0C-FEA6-4C7E-9CC1-275B6CF25E37
Product ID 00342-21292-40674-AAOEM
It is the MSI AI Studio Stealth 16 with a 4070 Nvidia GPU installed

Correct answer Andrew.Stevens11

Thank you for update

@Nordjyllands368195921bmr I recieved a call from Adobe support yesterday afternoon and they confirmed that it is a compatability issue between Adobe Rush and the new Intel Ultra Core Processors.

Unfortunatly they informed me they presently do not have a solution to this issue and do not have a timeline for a possible fix and suggested it could be months before they have a fix in place to address this issue and suggested I try Premier Pro but I am hesitant to spend the money on another program when I may encounter the same issue.
@Kevin-Monahan I really need a working solution for when I am handling video editing for my clients onsite, have there been similar issues reported with compatibility issues between the Ultra Core Processors and Premier Pro?

Thanks

N

NCI5ECC

Participating Frequently

Adobe's Support team provided a specific version of Adobe Premiere Rush (v1.5.34) yesterday that seems to be issue-free so far. Adobe's team member seemed to have it ready-to-go, though I'm still not sure why this isn't publicly posted as a known issue with this specific rollback as a solution.

N

NCI5ECC

Participating Frequently

Adobe still does not have a public post regarding this issue, nor a general development/case # per another conversation with Adobe via chat today, but is still facing this compatability issue with Intel Ultra processors 3+ months later. This is a major issue and will just continue to impact more and more users as they are upgrading their equipment getting ready for & moved to Windows 11.

"[T]he Ultra processor are not capable enough to load the application that is why it is causing the crash."

Kevin-Monahan

Community Manager

Hi,

Adobe still does not have a public post regarding this issue

(Adobe) is still facing this compatability issue with Intel Ultra processors 3+ months later. This is a major issue and will just continue to impact more and more users as they are upgrading their equipment getting ready for & moved to Windows 11.

This is similar to the situation when Apple moved to Apple Silicon for its CPUs. It was not an immediate change and took quite awhile before compatibility was equal to Intel CPU-based Macs. I would have to ask for your patience while the product team works to address this brand new hardware. Sorry for the frustration.

Thanks,
Kevin

Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio

S

sdreams

Participant

I have the same problem and I do not have the updated processor!

K

kurt_8267

Participant

Just to add to the thread. I have the same issue. Any resolution would be appreciated.

NathanChrisAnderson

Participant

Same for me, seems to be an issue with the new Intel Processors. I would have thought there are enough of these sold now that Adobe would take the time to fix it. I have enjoyed using Rush previously over many years. It is a shame that we cannot use it now.

N

Nordjyllands368195921bmr

Participant

Hey Andrew.

I have the same problem:

Adobe Rush crashes when opening project - MP4 file... - Adobe Community - 15103871

I think it has something to do with Ultra Processors. I have an Ultra 7

and does the same as yours.

But on a other computer with older CPU, also with Windows 11, it works fine with the same files.

Other Adobe Programs works fine.

Could you check the logfiles in Windows and see if it gives you an ntdll error like me

A

Andrew.Stevens11Author

Inspiring

Hey There,

I just went into the event viewer and here is the log on that one.

Faulting application name: Adobe Premiere Rush.exe, version: 2.10.0.30, time stamp: 0x655624c9
Faulting module name: ntdll.dll, version: 10.0.26100.2454, time stamp: 0x7cb6b6a8
Exception code: 0xc0000374
Fault offset: 0x00000000000881f5
Faulting process id: 0x1B50
Faulting application start time: 0x1DB6CFAFEB04583
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: b277df52-7a83-4074-926c-c4116f56d924
Faulting package full name:
Faulting package-relative application ID:

It appears to be the same error.

N

Nordjyllands368195921bmr

Participant

It is the same erorr i get.

also Exception code: 0xc0000374

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

@Kevin-Monahan

I think you should ask the Adobe Rush Team to test it with an Ultra Processor.

A

Andrew.Stevens11Author

Inspiring

HI Kevin,

The initial footage was prerecoded video footage created by our client, for advertisement purposes and I was able to run it with no issue on my desktop pc at home that is still on Windows 10. I have done it several times in the past as typically I bring the videos in to loop them but this was the first time I had to make a video with Windows 11.

Kevin-Monahan

Community Manager

Hi @Andrew.Stevens11,

Thanks for the reply. I might be able to diagnose the issue if I knew a bit more about the source video. Please download MediaInfo and show us a screenshot of the data after importing a sample clip there. I hope I can help you figure this out.

You can also work one-on-one with assisted support, if you prefer. Contact us here.

Thanks,
Kevin

Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio

A

Andrew.Stevens11Author

Inspiring

HI @Kevin-Monahan

Please see the attached screen shots, one is of the video that was sent in by my client that Crashed Adobe by attempting to select it to add to my project on Adobe Rush and the second screenshot is of the video I created in Adobe rush and then crashed the program when I tried to reimport it into Adobe Rush.

Kevin-Monahan

Community Manager

What kind of footage are you editing, @Andrew.Stevens11? Is it from a mobile device, a screen capture video, a recorded video stream, or drone footage? Those can be problematic. Has this worked in the past? Give us more info about the workflow and source media and we'll try to assist. Sorry for the hassle.

Cheers,

Kevin

Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio

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