Rush got stuck at preparing media (mac)

[qintingh938887]

Hi,

New user to Premiere Rush, never successfully got it running.

I always stuck at the "preparing media",  the loading bar never shows progress. And when I click "cancel", it fully stucks and I had to force leave.

Newest MacBook Pro......

Model Name: MacBook Pro

  Model Identifier: MacBookPro15,2

  Processor Name: Intel Core i5

  Processor Speed: 2,4 GHz

  Number of Processors: 1

  Total Number of Cores: 4

  L2 Cache (per Core): 256 KB

  L3 Cache: 6 MB

  Hyper-Threading Technology: Enabled

  Memory: 8 GB

I have read other post about this, but never found real solutions.

Look for help !

[petergaraway]

Hi Tingscat, 

Looks like you've been reading a bit but if you haven't come across this solution please try it out. 

1. Close Rush 
2. Sign out of the Creative Cloud app 
3. Launch Rush 
4. When prompted, sign in to the Creative Cloud app 

Hope this does the trick! If not, please let us know. 

Peter

[qintingh938887]

Hi Peter, unfortunately it doesn't work....

[petergaraway]

Bummer! Sorry, this is happening. Can you please do the following

To gather a “Sample Process” if you’re running OS X:

1. Launch the “Activity Monitor” application
2. Select Rush (while it's not responding)
3. Once Rush is selected, click the “Sample Process” button at the top and a new window will 
4. Choose the Save.. button and select a location to which you wish to save the Sample Process
5. You can now share the Sample Process with us

Also, getting your logs would be helpful. You can access those here: 

~/Library/Application Support/Adobe/Common/Team Projects Local Hub

Last question, how much disk space and CC space do you have available? 

Thanks again!

Peter

[qintingh938887]

Hi Peter, how should I share the sample process file to you ?

[petergaraway]

Hi! Any method that works for you. Creative Cloud, Dropbox, Wetransfer, etc or email me at pgaraway at adobe .com

[qintingh938887]

https://we.tl/t-yPzf92EtZZ

[petergaraway]

Thank you! Are you also able to provide the logs from here: 

~/Library/Application Support/Adobe/Common/Team Projects Local Hub

Thanks again! Hope to understand what's going on soon. Appreciate your time. 

[qintingh938887]

Hi I cannot find the log base on this path .....

[qintingh938887]

https://we.tl/t-L25sRBT9oc this is what I found if I try this path

[petergaraway]

That's odd. I'm going to DM you some other suggestions. Thanks.