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Premiere Rush - New update won't load and old versions don't sync my subscription

New Here ,
Apr 30, 2021 Apr 30, 2021

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Hi all,

I downloaded Premiere Rush 1.5.58 and now the program won't load anything (see image below). I performed the troublshooting basics - logging out > restarting computer > logging in > still doesn't work. Uninstall > Reinstall  > still doesn't work. Device manager > change the driver > restart > still doesn't work. Opened Rush > cleared cashe > restarted > still doesn't work. Basically all the combinations of logging out, reinstalling and restarting has not worked.

new update - not loading.png

The next best solution would be to reinstall the previous update; however the previous version was showing me the "You've reached your export limit" error, eventhough I have the subscription. I've had this error for about a month, hoping an update would fix it--just my luck I have a new issue. Again, I performed the troubleshooting basics of uninstalling, reinstalling, logging out, etc. and nothing has worked. Even downloading older versions and I still receive the same error.

error message.png

So Obi-Wan Adobe, you're my only hope. Can this be fixed?

Thank you in advance.

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Bug, General Feedback

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Adobe Employee ,
May 03, 2021 May 03, 2021

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Hi there!

We're sorry for the trouble. Can you try launching Premiere Rush after disconnecting the internet?

 

Let us know how it goes.

Thanks,

Kartika

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New Here ,
May 09, 2021 May 09, 2021

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Hi Kartika, 

 

I disconnected the internet and launched Rush and the program did load offline. But I am getting the "Your Premiere Rush subcription has ended" error. Is there a way to get it synced again? Thank you!

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Adobe Employee ,
May 10, 2021 May 10, 2021

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Are you using Rush with a trial account? You can also see some methods suggested by Peter: https://community.adobe.com/t5/premiere-rush/trying-free-trial-of-rush-stuck-on-blue-circle-and-tuto...

 

Thanks,

Kartika

 

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New Here ,
May 18, 2021 May 18, 2021

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Hi Kartika, I do have a yearly subscription with Rush and it's not expired. For some reason it's just not syncing.

 

Thank you!

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Adobe Employee ,
May 10, 2021 May 10, 2021

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Hi @clangston 

 

Sorry, you're stuck in this state. If we can get your log files that would be super helpful!

 

Mac steps:

  1. Quit Rush 
  2. Go to /Users/<username>/Library/Preferences/Adobe/Premiere Rush/1.5
  3. Place the attached files into the 1.5 folder 
  4. Launch Rush 
  5. After Rush is in a bad state, quit Rush 
  6. Go to /Users/<username>/Library/Preferences/Adobe/Premiere Rush/1.5/Logs
  7. Share the log files with us 

 

Windows steps:

  1. Quit Rush 
  2. Go to C:\Users\<username>\AppData\Roaming\Adobe\Premiere Rush\1.5
  3. Place the attached files into the 1.5 folder 
  4. Launch Rush 
  5. After Rush is in a bad state, quit Rush 
  6. Go to C:\Users\<username>\AppData\Roaming\Adobe\Premiere Rush\1.5\logs 
  7. Share the log files with us 

 

Look forward to hearing back. 

 

Thanks again! 

 

Peter 

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New Here ,
May 18, 2021 May 18, 2021

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Hi Peter,

 

I did the following and here are the files. Thank you!

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