Premiere Rush Crashing When Selecting to Load Video for editing

[Andrew.Stevens11]

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 

[Kevin-Monahan]

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

[Andrew.Stevens11]

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]

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

[Andrew.Stevens11]

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. 

[Nordjyllands368195921bmr]

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

[Andrew.Stevens11]

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. 

[Nordjyllands368195921bmr]

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.

[Kevin-Monahan]

Hello @Nordjyllands368195921bmr and @Andrew.Stevens11,

Thanks for the replies. This looks like a Windows error. Can you try reinstalling Microsoft Visual C++ Runtime? That may work. Another issue that may be in play is that this is a new computer, right? See that your iGPU has the correct settings in that Intel control panel. Make sure the driver is updated for that iGPU. There may be a solution on the Premiere Pro forum. I'll search for that in the meantime.

Again, for direct assistance, feel free to contact us here.

Thanks,
Kevin

[Andrew.Stevens11]

HI Kevin, 

I have reinstalled Microsoft Visual C++ runtime now and reinstalled my Graphics driver and the same issue has persisted. 

[Kevin-Monahan]

Can you contact us then? The link is above. The chat pod is in the lower corner. Once a live agent appears, ask to be connected to the video queue. Please insist on that and you will be routed correctly, @Andrew.Stevens11. Sorry for the extra steps, but I think we can get you sorted there.

Cheers,
Kevin

[Nordjyllands368195921bmr]

Hey Andrew.

If you talk with them before me, can you please write the solution here 😄

[Andrew.Stevens11 · Accepted solution]

Hey There, 

I spoke with someone there on Friday and in the end I was told it was an issue with compatability with the Pro Max CPU cores and they would provide me with an update on Monday or Tuesday this week. 

[Nordjyllands368195921bmr]

Thank you for update

[Andrew.Stevens11 · Accepted solution]

@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

[Kevin-Monahan]

Not that I am aware of, presently. If I were you, I'd download the trial and give it a rip. I can definitely onboard any Rush user to Premiere Pro. Puget Systems has reliable benchmarks for Premiere Pro and Intel CPUs. Here's a recent article: https://www.pugetsystems.com/solutions/video-editing-workstations/adobe-premiere-pro/hardware-recomm....

I hope the info helps.

Thanks,
Kevin

[Oren-Klein]

Is there a way to follow/track the update of this issue, and resolution?

While Premiere Pro is great for nuanced edits, the added flexibility of a quick edit via Rush is its biggest draw. Using both is part of my workflow, but having the ability to use Rush makes it easy to cross train team members and empower users across our organization.

Intel Ultra laptops will be the norm for many users of Adobe products, so resolving this issue ought to be a high priority. Are there other Adobe apps that we should be aware of which have incompatability issues with Intel Ultra CPUs?

Thanks in advance,
Oren

[Kevin-Monahan]

OK, @Nordjyllands368195921bmr. Thanks for the tip. You should contact here and and then ask for the "video queue." We can assist you one-on-one with this issue. Let me know if you have any trouble.

Thanks,
Kevin

[kurt_8267]

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

[NathanChrisAnderson]

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. 

[kurt_8267]

If anyone sees this threat and has the same issue please add votes to it, add a reply etc so hopefully its seen as an issue that needs resolving. 

[Teresa23104796sdwb]

Any update on a solution? I'm upset that this is not working and hasn't been fixed.

[Kevin-Monahan]

No. It's not working on After Effects either. It's working on Premiere Pro now, though.

This is kind of like what happened after Apple released their new chips. Looking back, it took quite some time to develop entirely new versions of our apps to support that new hardware. I will have to ask for your patience, for now.

Sorry about that!

Kevin

[network_1006]

Hi Kevin,

We are also encountering the same issue with Adobe Rush. Can you please confirm if this issue has been raised internally? And is there a assigned case # that we can use to follow up on the progress?

Thanks!

[Kevin-Monahan]

Hello @network_1006,

Thanks for the post and welcome to the forum! Glad to have you here.

Can you please confirm if this issue has been raised internally

The team knows about the issue, yes. They recommend to use standard CPUs for now.

State of the Issue: Support is currently available for Premiere Pro for these computers. In addition to Rush, After Effects does not yet support these CPUs yet.

It appears that it is not a trivial engineering task to support these new processors, similar to what happened with Apple and their new ARM chips. If I recall, it took quite some time before Adobe apps could catch up to the tech on macOS.  So, I'll have to ask for patience as we Rush users await official support for this new hardware to roll out.

If you have an iOS device, you can check out the future of mobile video editing with a brand new app in Beta called Project Violet. People who have tried it out really like it.

is there a assigned case # that we can use to follow up on the progress?

Generally, Adobe does not publish references to internal case numbers here. I recommend to contact support and get a case open for your account. Ask to be connected to the "video queue" once an agent is on the chat. Note the case number that is assigned to you. Feel free to PM me any updates for your case.

Though I am in support and not on the Rush team, on behalf of Adobe, I apologize for the frustration. 

Thanks,
Kevin