Premiere Rush Stuck on Load

[nneyar74015579]

Hi, my premiere Rush is stuck on loading. I've tried uninstalling and installing. Running as an administrator etc. Nothing is changing. Upon starting it's just the blue wheel loading for the last week.

[Rob261558440ry0]

Same problem here, none of the suggested solutions work, extremely frustrating. I've wasted so much time trying to get this working, I really expect better from Adobe. 

[Kevin-Monahan]

Hi @Rob261558440ry0,

Are you meeting system requirements? Is your device or computer listed there? What kind of media is it? Have you tried deleting cache and preview files from Preferences when on the Home screen? Let us know.

Thanks,
Kevin

[Rob261558440ry0]

Well it was working for a few weeks and I created a bunch of videos. If I create a new user account on my laptop then it works in that profile, but thats pretty useless as I don't have access to any of the videos I've done before or access to the videos I need to add. I've tried everything in the 'correct answer', I've tried deleting everything, re-installing, deleting folders in myDocuments. Tried holding the shift key on start up. It always just hangs on the loading screen. 

[Chinn33470685nb5n]

Had been troubled by many minor issues but this one should be the worst. FRUSTRATING.

And I even don't know how to backup local projects before re-installing.

[OutOfFocus]

Had been troubled by many minor issues but this one should be the worst. FRUSTRATING.

And I even don't know how to backup local projects before re-installing.

By @Chinn33470685nb5n

Many Reinstallings didn't help me. It's still there with every update and even the newly installed beta version has the same issue.

[Kevin-Monahan]

@Chinn33470685nb5n, @OutOfFocus,

Feel free to contact us here: https://helpx.adobe.com/contact.html

The chat pod is on the lower-right. Ask for the "video queue." Sorry for the frustration.

Thanks,

Kevin

[OutOfFocus]

I don't understand

[Kevin-Monahan]

You can get one on one support from Adobe agents at that web page.  These are user to user forums. Sorry for the confusion. Let me know if you need help contacting support.

Thanks,
Kevin

[defaultbt1wuuwn8l9d]

This is the MOST frustrating thing ever - so many threads about getting stuck when opening on the 'loading quicktime bundle' bit - across 4 laptops where Rush has previously worked. None had updated OS or anything different - just stopped working one day. 3 x adobe shared computer sessions later and the only LAME option available is to create a new user and load / login that way. I SHOULDN'T HAVE TO. Adobe keep taking my money, despite projects being lost in this disaster. Keep insisting that the fact it works in a new users means it's NOT THEM - BULL. So many threads all from customers experiencing the same issue. The app on the previous user will randomly work occassionally before breaking again which is just another sign that is incorrect. ZERO RESPONSIBILITY - have to lug two laptops around just to use their BASIC editor. Thinking of chucking this expensive subscription for the free da vinci software. Adobe's service is woeful and their product unreliable. 

[Kevin-Monahan]

Hey there, @defaultbt1wuuwn8l9d,

You're right. That one is very frustrating, and I had the issue myself. I'm clear of it now. I think it was an update to Rush or macOS that did it. Which versions are you running? Maybe the community can assist?

If not, contact my colleagues over at assisted support. To contact Adobe Customer Service, do the following: 

1. Make sure to sign in to your Adobe account. Allow popups and cookies on your browser. You may be unable to see the chat window using a VPN. 
2. Click here: https://helpx.adobe.com/contact.html?rghtup=autoOpen. This will automatically open the chat window. 
3. Type "Agent" in the chat box to be connected to a live agent. 
4. When you get an agent, ask to be connected to the video queue. These agents are specially trained to handle digital video and audio issues.

I hope they can help you. Let us know what they say so that the community can stay informed and help others having trouble with the same problem.

Thanks,
Kevin

[Jason Boone]

Hey Kevin,

After TWO DAYS of troubleshooting this issue through Adobe Support and two separate screen-sharing sessions, this issue is STILL NOT RESOLVED.  Yesterday, the screen share did not reconnect after saying, "Thank you for waiting patiently," for over two hours. It never did.  The advisor had me enable my root user (I'm on MacOS) and was planning to allow permissions for my primary user account.  Today, the advisor took me through a battery of steps on my primary user only to refer me to Apple Support and ask them to merge my user accounts to fix the issue.  After hours of downloading, troubleshooting (including all of the steps I followed here), and wasted time,  I expected a fix, not a hand-off to Apple, which doesn't troubleshoot third-party applications and will not resolve issues that are not directly related to their hardware or software.  I'm very disappointed in both the level of service I have gotten and the fact that I still have the same issue with no solution other than a complete wipe and reinstall to use the application.  For reference, there are roughly 5 minutes between each "Thank you" in the attachment from yesterday. I just kept it open while I worked on other things.

[Kevin-Monahan]

Hi Jason,

That's pretty crazy. I'm sorry for the frustration. Have you tried deleting the media cache and resetting preferences? That can help.

Thanks,

Kevin