Rush crashes and no backup (meaning days of work lost)

[sandrine_0153]

Using Premiere Rush under windows, the software is quite unstable, meaning it crash on a regular basis.

Today, i was working on a Rush project for the 3rd day, meaning it was a 3 days of work under the same project. The computer crashed and the project has been lost completely. 

After 1 hour with the indian support (and 7 different persons with a need to reexplain eveything at every new person), they said that the project is saved internally into Rush, and if Rush crash, then the project is 100%lost; with no way to retrieve it (they've tried by taking the hand on my computer without success). But there is no "save" button. So it means that i've lost 3 days of work and that it can happen again in the future. 

If at least, there was an option to save manually locally a project outside Rush ? is it planned ?

Can you confirm there is no way to save locally a Rush project ?

Does it mean that i have to cancel my subscription and find an other software more stable because i won't take the risk to continue to loose days of work ?

Thank you for any response

[Kevin-Monahan]

Hello @sandrine_0153,
Thanks for the message. I heard you lost work with Rush crashing. That's not normal and very frustrating. Adding to the frustration is our support staff, who (it sounds like) wasn't helpful. It seems you weren't routed to the proper support technicians (someone on my team specializing in video troubleshooting). Sorry, you had to repeat information to each agent along the way. That isn't very pleasant in my experience, as well. I will see if my managers can fix that problem, which has lingered throughout my tenure here. Sorry about that.

I've been there, so I know how hard it is to redo work because of faulty behavior. I hope I can help you prevent it from crashing, and I will help you with a strategy to get better support from our staff in the future.

The first thing to address is why this crashing problem is happening to you. Let's find out why your Windows system is crashing on Rush.

Troubleshooting Adobe Premiere Rush Crashes: Is a crash report error dialog generated when you crash? If so, did you click the button to send the crash report to us? If that is the case, please PM me your Adobe ID, and I will send it to the engineers who can locate your case and then try to find the source of your crash. Typically, it is some other piece of software, OS, hardware, or hardware driver that is at the heart of the matter.

To further troubleshoot, you can try resetting your preferences (see the attached video) or deleting the media cache. Open preferences or settings (macOS) with all projects closed. That way, you can access the preferences dialog box to delete the cache.

Saving Projects in Adobe Premiere Rush: To prevent losing work, editors often save their work, especially at critical junctures of the project. Previously, Rush would automatically save to the Creative Cloud as you worked. Since cloud sync was removed in February, Rush no longer has this function. No File > Save has been added because Rush doesn't even generate a project to save. So what do you do? If you close the project, Rush will expressly save your work before shutting down. Once Rush is launched again, the changes are intact, and if you crash, you'll only lose work from the last time you had the program open. Please try a test and report back to see if that works for you.

Support strategy: When contacting support, do so via chat here. The chat pod is in the lower right corner. When you connect with a live agent, ask to be transferred to the "video queue." They are also overseas technicians but are former post-production specialists or were editors previously. They can help. Let me know what they say.

I hope this information helps you resolve the issues you're having trouble with. If you need further assistance, please don't hesitate to reach out. We're here to support you! Sorry for the frustration. Take care!

Thanks,
Kevin

[sandrine_0153]

Hi Kevin,
I should have added that the rush crash made the computer crash as well (this a very stable computer by the way that never crash otherwise; yes, some computers can be very stable, apart this exception with Rush).
So, there has not been any dialog box generated.
So, it explains why in my case, there has been no saving neither as the computer crashed at the same time (so no time to save anything).

And you confirm that there is no save function anymore, except the automatic one. But in my case, the whole projects has been deleted. It means that I have not been able neither to retrieve the previous automatic saving. I would have loved to loose only one day of work except of 3.

[Kevin-Monahan]

Hi,

Thanks for the reply.

I should have added that the rush crash made the computer crash as well (this a very stable computer by the way that never crash otherwise; yes, some computers can be very stable, apart this exception with Rush).
So, there has not been any dialog box generated.
So, it explains why in my case, there has been no saving neither as the computer crashed at the same time (so no time to save anything).

And you confirm that there is no save function anymore, except the automatic one. But in my case, the whole projects has been deleted. It means that I have not been able neither to retrieve the previous automatic saving. I would have loved to loose only one day of work except of 3.

By @sandrine_0153

Hey, sorry about that. I'm an editor too, and this sounds really unbearable. Could you please connect with the video queue so they can properly troubleshoot your system? Some people have a similar problem with a faulty .dll file. They found that replacing it fixes the issue. Run that information by our agents to see if that could solve your problem.

I hope we can help you.

Thanks,
Kevin

[sandrine_0153]

i manage the cache and it does not change anything

[Kevin-Monahan]

Apologies. At least we can rule out faulty media cache. Thanks!

Kevin