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Premiere Rush Windows 11 Intel Arc Graphics Crashing

Community Beginner ,
Aug 27, 2024 Aug 27, 2024

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Hi,

 

I've recently bought a Asus Zenbook Duo UX8406MA with 16GB Ram, 1TB memory and an Intel Arc Graphics card running on Windows 11.

 

I've been able to install Premiere Rush but it crashes every time I try to select a video.

 

Am I right in concluding that Rush is currently incompatible with the Intel Arc Graphics card and that is why it keeps crashing?

 

Also, is it likely that in time Adobe will release a Win 11 version compatible with Graphics cards other than Nvidia?

 

Any thoughts?

 

Many thanks in advance

 

Ben

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correct answers 1 Pinned Reply

Adobe Employee , Aug 30, 2024 Aug 30, 2024

Hello @benchharp,

Sorry for the issue. Do you have a sample clip to share? I hope I can help.

 

Thanks,
Kevin

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Community Expert ,
Aug 27, 2024 Aug 27, 2024

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in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



<"moved from cc desktop">

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Adobe Employee ,
Aug 30, 2024 Aug 30, 2024

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Hello @benchharp,

Sorry for the issue. Do you have a sample clip to share? I hope I can help.

 

Thanks,
Kevin

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

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Community Beginner ,
Sep 03, 2024 Sep 03, 2024

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Thanks Kevin, do you mean a screen recording? Let me know and i'll get something over. Many thanks

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Adobe Employee ,
Sep 03, 2024 Sep 03, 2024

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A source file or a crash report would be great. A screen recording too, if you don't mind.

 

Thanks,
Kevin

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

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Community Beginner ,
Sep 04, 2024 Sep 04, 2024

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Same 

 

New Dell laptop - Intel Arc + Nvidia - Windows 11 - Rush 2.10

 

Crashes when navigating to folder with video file in it

 

Worked with Adobe support for a bit - no luck 

 

 

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Adobe Employee ,
Sep 05, 2024 Sep 05, 2024

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I will let the developers know, @stevew21583119, and I will let the community know what they say as soon as possible. Sorry for the frustration.

 

Thanks,
Kevin

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

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Community Beginner ,
Sep 18, 2024 Sep 18, 2024

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Maybe Adobe should just say it is no longer supporting Rush and remove it from the Creative Cloud. 

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Adobe Employee ,
Sep 18, 2024 Sep 18, 2024

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Hey @stevew21583119,

Thanks for the note. I'll let the product team respond to that. It's not working well with After Effects, either. How many GB of VRAM does the card have?

 

Sorry for the frustration.

 

Cheers,
Kevin

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

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Community Beginner ,
Oct 29, 2024 Oct 29, 2024

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Sorry, life has been busy, attached screen recording. Below are the event details of the crash logs.

 

Let me know if you require anything else. Many thanks

 

Faulting application name: Adobe Premiere Rush.exe, version: 2.10.0.30, time stamp: 0x655624c9
Faulting module name: ntdll.dll, version: 10.0.22621.4317, time stamp: 0xf9f266e7
Exception code: 0xc0000374
Fault offset: 0x000000000010ca39
Faulting process id: 0x0x1DE78
Faulting application start time: 0x0x1DB2A42D85DC360
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: 38ca5bc8-10d5-4fe4-95c1-04e4070391b3
Faulting package full name:
Faulting package-relative application ID:

 

 

 

Fault bucket 1688540516395400694, type 4
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: Adobe Premiere Rush.exe
P2: 2.10.0.30
P3: 655624c9
P4: StackHash_5c92
P5: 10.0.22621.4317
P6: f9f266e7
P7: c0000374
P8: PCH_D2_FROM_ntdll+0x00000000000A0C24
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.4d0d3028-9c0f-4d48-bf73-6bab612ecaa4.tmp.dmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.93daade4-1e9a-45d8-8d48-7181803094bc.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.92669836-c5d4-4d24-baad-4e2f7c05405a.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.0da5f669-bc42-4074-995a-eccd2504e043.tmp.txt
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.f45dd8c2-faad-47c0-9c15-3f354bbdc0b5.tmp.xml

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Adobe Premiere R_573eb9d4447d3e504a3b57a683a25687e2f112c_035728a9_812f763b-20ed-42bc-b38b-9c2415314599

Analysis symbol:
Rechecking for solution: 0
Report Id: 38ca5bc8-10d5-4fe4-95c1-04e4070391b3
Report Status: 268435456
Hashed bucket: f36825ff552ab4bae76ee6a7449a3df6
Cab Guid: 0

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Community Beginner ,
Oct 29, 2024 Oct 29, 2024

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I think this might the crash report you need. Thanks

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Adobe Employee ,
Oct 29, 2024 Oct 29, 2024

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LATEST

Hello @benchharp,

Thanks for the message. Welcome to the forum.

 

If you encounter an error related to ntdll.dll while using Adobe Premiere Rush, follow these steps to troubleshoot and resolve the issue:

  1. Update Adobe Premiere Rush: Ensure you have the latest version of Adobe Premiere Rush installed. Sometimes, updates include fixes for known issues.
  2. Update Windows: Make sure your Windows operating system is fully updated. Missing updates can cause compatibility issues. Update any Windows runtimes, as well.
  3. Update Graphics Drivers: Ensure that your graphics drivers are up to date. You can download the latest drivers from the manufacturer's website (e.g., NVIDIA, AMD, Intel).
  4. Run System File Checker:
    • Open Command Prompt as an administrator.
    • Type sfc /scannow and press Enter. This will scan and repair any corrupted system files.
  5. Run DISM Tool:
    • Open Command Prompt as an administrator.
    • Type DISM /Online /Cleanup-Image /RestoreHealth and press Enter. This will repair the Windows image.
  6. Check for Conflicting Software: Sometimes, other software can conflict with Adobe Premiere Rush. Try disabling or uninstalling recently installed programs to see if the issue persists.
  7. Reinstall Adobe Premiere Rush: Uninstall Adobe Premiere Rush, restart your computer and then reinstall the application.
  8. Run Premiere Rush as Administrator: Right-click on the Adobe Premiere Rush shortcut and select Run as administrator.
  9. Check Hardware: If you're using a docking station or external devices, try running Premiere Rush without them to see if the issue is related to external hardware.


If these steps don't resolve the issue, you can check the Adobe Community forums or contact Adobe Support for further assistance. Sorry for the hassle.

 

Thanks,
Kevin

 

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

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