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Adobe premiere Rush app crashes on windows 10

New Here ,
Mar 13, 2020

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Hello,

 

i have a issue with adobe premiere rush, that crashes on start up on one of our users pc

The app has been updated to the latest version and has already been removed and reinstalled. but the app keeps crashing.

The Graphic and audio drivers have been updated to the last version also.

 

He works on a windows 10 build 17763 version 1809

 

here is the crash report :

 

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="2.7.0" clientVersion="2.7.0" applicationName="Premiere Rush" applicationVersion="1.5" build="536" source="Windows-Client" crashType="n/a">

<time year="2020" month="3" day="13" hour="11" minute="37" second="39" timeoffset="60" timezone="Paris, Madrid"/>

<user guid="692c4fae-e0e0-465b-860b-5fb0e38eabf0"/>

<system platform="Windows 10 Enterprise" osversion="10.0" osbuild="17763" applicationlanguage="en-us" userlanguage="fr-BE" oslanguage="en-US" ram="16058" machine="Intel(R) Core(TM) i5-8265U CPU @ 1.60GHz" model="Intel64 Family 6 Model 142 Stepping 12" cpuCount="8" cpuType="8664" cpuFreq="1800 MHz"/>

<gpu>

<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 620" description="Intel(R) UHD Graphics 620" driverDate="20190925000000.000000-000" driverVersion="26.20.100.7261" videoModeDescription="1366 x 768 x 4294967296 couleurs" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_3EA0&#38;SUBSYS_00231E26&#38;REV_02&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>

</gpu>

<crash exception="EXCEPTION_STACK_OVERFLOW" exceptionCode="0xc00000fd" instruction="0x00007FFD6B8A8818">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFD6B8A8818" symbolname="RtlEqualSid"/>

<stackStatement index="1" address="0x00007FFD6B8A86F2" symbolname="RtlEqualSid"/>

<stackStatement index="2" address="0x00007FFD6B84BE6C" symbolname="RtlReAllocateHeap"/>

<stackStatement index="3" address="0x00007FFD6B84B484" symbolname="RtlReAllocateHeap"/>

<stackStatement index="4" address="0x00007FFD6B87DD73" symbolname="RtlDosPathNameToNtPathName_U_WithStatus"/>

<stackStatement index="5" address="0x00007FFD6B87DD19" symbolname="RtlDosPathNameToNtPathName_U_WithStatus"/>

<stackStatement index="6" address="0x00007FFD67C30079" symbolname="GetFileAttributesW"/>

<stackStatement index="7" address="0x00000000009AF82A" symbolname="dvacore::filesupport::CreateShortCut"/>

<stackStatement index="8" address="0x000000000F5E5E91" symbolname="unknown"/>

<stackStatement index="9" EndlessStack="TRUE"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x0000000000000004"/>

<register name="RBX" value="0x0000000000054048"/>

<register name="RCX" value="0x00000000000540A8"/>

<register name="RDX" value="0x0000000000054050"/>

<register name="RSI" value="0x0000000000054200"/>

<register name="RDI" value="0x0000000000054050"/>

<register name="RSP" value="0x0000000000053FE0"/>

<register name="RBP" value="0x000000000014F199"/>

<register name="RIP" value="0x00007FFD6B8A8818"/>

<register name="EFL" value="0x0000000000010246"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>

 

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<dumpType>

Mini

</dumpType>

<hbLogSessionDllStatus>

 

</hbLogSessionDllStatus>

</crash>

 

</crashreport>

 

 

Does anyone have a idea how to solve this issue?

 

Kind regards,

 

Alex

Hi all, 

 

Good news! We believe we fixed this particular issue in our latest release 1.5.8. If you haven't already updated please do and let us know your results. If you continue to crash it's likely a separate issue we'll need to dive deeper into. 

 

Thanks for your help supplying logs and other information. 

 

Best, 

 

Peter

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Adobe premiere Rush app crashes on windows 10

New Here ,
Mar 13, 2020

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Hello,

 

i have a issue with adobe premiere rush, that crashes on start up on one of our users pc

The app has been updated to the latest version and has already been removed and reinstalled. but the app keeps crashing.

The Graphic and audio drivers have been updated to the last version also.

 

He works on a windows 10 build 17763 version 1809

 

here is the crash report :

 

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="2.7.0" clientVersion="2.7.0" applicationName="Premiere Rush" applicationVersion="1.5" build="536" source="Windows-Client" crashType="n/a">

<time year="2020" month="3" day="13" hour="11" minute="37" second="39" timeoffset="60" timezone="Paris, Madrid"/>

<user guid="692c4fae-e0e0-465b-860b-5fb0e38eabf0"/>

<system platform="Windows 10 Enterprise" osversion="10.0" osbuild="17763" applicationlanguage="en-us" userlanguage="fr-BE" oslanguage="en-US" ram="16058" machine="Intel(R) Core(TM) i5-8265U CPU @ 1.60GHz" model="Intel64 Family 6 Model 142 Stepping 12" cpuCount="8" cpuType="8664" cpuFreq="1800 MHz"/>

<gpu>

<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 620" description="Intel(R) UHD Graphics 620" driverDate="20190925000000.000000-000" driverVersion="26.20.100.7261" videoModeDescription="1366 x 768 x 4294967296 couleurs" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_3EA0&#38;SUBSYS_00231E26&#38;REV_02&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>

</gpu>

<crash exception="EXCEPTION_STACK_OVERFLOW" exceptionCode="0xc00000fd" instruction="0x00007FFD6B8A8818">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFD6B8A8818" symbolname="RtlEqualSid"/>

<stackStatement index="1" address="0x00007FFD6B8A86F2" symbolname="RtlEqualSid"/>

<stackStatement index="2" address="0x00007FFD6B84BE6C" symbolname="RtlReAllocateHeap"/>

<stackStatement index="3" address="0x00007FFD6B84B484" symbolname="RtlReAllocateHeap"/>

<stackStatement index="4" address="0x00007FFD6B87DD73" symbolname="RtlDosPathNameToNtPathName_U_WithStatus"/>

<stackStatement index="5" address="0x00007FFD6B87DD19" symbolname="RtlDosPathNameToNtPathName_U_WithStatus"/>

<stackStatement index="6" address="0x00007FFD67C30079" symbolname="GetFileAttributesW"/>

<stackStatement index="7" address="0x00000000009AF82A" symbolname="dvacore::filesupport::CreateShortCut"/>

<stackStatement index="8" address="0x000000000F5E5E91" symbolname="unknown"/>

<stackStatement index="9" EndlessStack="TRUE"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x0000000000000004"/>

<register name="RBX" value="0x0000000000054048"/>

<register name="RCX" value="0x00000000000540A8"/>

<register name="RDX" value="0x0000000000054050"/>

<register name="RSI" value="0x0000000000054200"/>

<register name="RDI" value="0x0000000000054050"/>

<register name="RSP" value="0x0000000000053FE0"/>

<register name="RBP" value="0x000000000014F199"/>

<register name="RIP" value="0x00007FFD6B8A8818"/>

<register name="EFL" value="0x0000000000010246"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>

 

<binaryImageSet>

<binaryImage start="0x0000000140000000" end="0x000000014032C000" path="adobe\Adobe Premiere Rush.exe"/>

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<binaryImage start="0x00007FFCBDE40000" end="0x00007FFCBEC7F000" path="adobe\dynamic-napi.dll"/>

<binaryImage start="0x00007FFCBDDC0000" end="0x00007FFCBDE3F000" path="adobe\AdobePIP.dll"/>

<binaryImage start="0x00007FFD669A0000" end="0x00007FFD669AA000" path="dpapi.dll"/>

<binaryImage start="0x00007FFD62E90000" end="0x00007FFD62E9B000" path="winnsi.dll"/>

<binaryImage start="0x00007FFD6B1F0000" end="0x00007FFD6B1F8000" path="nsi.dll"/>

<binaryImage start="0x00007FFD619E0000" end="0x00007FFD619F6000" path="dhcpcsvc6.DLL"/>

<binaryImage start="0x00007FFD61DE0000" end="0x00007FFD61DFC000" path="dhcpcsvc.dll"/>

<binaryImage start="0x00007FFD52BB0000" end="0x00007FFD52C47000" path="webio.dll"/>

<binaryImage start="0x00007FFD66DA0000" end="0x00007FFD66E66000" path="dnsapi.dll"/>

<binaryImage start="0x00007FFD58B10000" end="0x00007FFD58B1A000" path="rasadhlp.dll"/>

<binaryImage start="0x00007FFD61FB0000" end="0x00007FFD62029000" path="FWPUCLNT.DLL"/>

<binaryImage start="0x00007FFD66890000" end="0x00007FFD66914000" path="schannel.dll"/>

<binaryImage start="0x00007FFD4A120000" end="0x00007FFD4A135000" path="mskeyprotect.dll"/>

<binaryImage start="0x00007FFD67310000" end="0x00007FFD67336000" path="ncrypt.dll"/>

<binaryImage start="0x00007FFD672D0000" end="0x00007FFD6730C000" path="ntasn1.dll"/>

<binaryImage start="0x00007FFD4A410000" end="0x00007FFD4A434000" path="ncryptsslp.dll"/>

<binaryImage start="0x00007FFD68A60000" end="0x00007FFD68BCC000" path="msctf.dll"/>

<binaryImage start="0x00007FFD6A490000" end="0x00007FFD6A532000" path="clbcatq.dll"/>

<binaryImage start="0x00007FFD38430000" end="0x00007FFD3866B000" path="msxml3.dll"/>

<binaryImage start="0x00007FFD5F0E0000" end="0x00007FFD5F298000" path="WindowsCodecs.dll"/>

</binaryImageSet>

<dumpType>

Mini

</dumpType>

<hbLogSessionDllStatus>

 

</hbLogSessionDllStatus>

</crash>

 

</crashreport>

 

 

Does anyone have a idea how to solve this issue?

 

Kind regards,

 

Alex

Hi all, 

 

Good news! We believe we fixed this particular issue in our latest release 1.5.8. If you haven't already updated please do and let us know your results. If you continue to crash it's likely a separate issue we'll need to dive deeper into. 

 

Thanks for your help supplying logs and other information. 

 

Best, 

 

Peter

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Mar 13, 2020 0
Adobe Employee ,
Mar 16, 2020

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Hi Alex!

We're sorry to see that Premiere Rush crashes. Can you provide more info to start with troubleshooting?

Let us know, we're here to help.

Thank you,

Kartika

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Mar 16, 2020 0
Community Beginner ,
Mar 20, 2020

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hi Kartika,

 

as you can see in the log here above

it's laptop with windows 10 version 1809

it has 16Gb of ram

CPU : Intel(R) Core(TM) i5-8265U CPU @ 1.60GHz

 

GPU : Intel(R) UHD Graphics 620

 

adobe rush version : applicationName="Premiere Rush" applicationVersion="1.5" build="536" 

 

launch as administrator has been tested and same crash

 

kind regards,

 

alex

 

PS if you need more info don't hesitate to ask

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Mar 20, 2020 1
Adobe Employee ,
Mar 25, 2020

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Thanks, Alex for providing the info. Have you considered updating the Rush to its latest version?

Kartika

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Mar 25, 2020 0
Community Beginner ,
Mar 26, 2020

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hi Kartika,

 

that is already done 

see herunder, still the same issue

 

Adobe Premiere Rush Adobe Premiere Rush 1.5.2 Adobe Systems Incorporated CPXCCCCCCXCXCXCXXCXXCXXXXX 4 C:\Program Files\Adobe 0 rush_1_5_2 

 

Maybe a thinking path, the users documents are on a file server, is there a way to put the rush files in other dir then documents?

without having to start abobe rush ofcourse?

 

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Mar 26, 2020 0
Adobe Employee ,
Mar 26, 2020

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Thank you for the information. I'll share the crash logs with the product team to review it and update you as soon as I hear from them.

Kartika

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Mar 26, 2020 0
Adobe Employee ,
Mar 30, 2020

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Hi! 

 

Thanks for this report. Sorry for the hassle. Is it possible to get a full dump file from this crash? Can you also try launching without any other Adobe processes running? 

 

Thanks! 

 

Peter

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Mar 30, 2020 0
Community Beginner ,
Apr 01, 2020

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sure, tell what you need and how i can get the full dump file

 

how do we launch the rush with out the adobe cloud app? all is in the app

thanks for letting me know

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Apr 01, 2020 0
New Here ,
Apr 02, 2020

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I am having the same problem, but there's no crash report or anything. It just simply closes out as if it were never opened. I have Windows 10 and have updated my drivers. I can get it to open and select the video I want to work on and then about 15-20 seconds later the program just closes out. I can't work on anything. 

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Apr 02, 2020 1
Adobe Employee ,
Apr 02, 2020

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Thanks for the response. Please try these steps (wish there was an easier way). 

 

  1. In the Run dialog window, enter regedit and click Ok.
  2. Navigate to the registry \HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps.
  3. Set up the Registry values as per the instructions in this URL: https://docs.microsoft.com/en-us/windows/desktop/wer/collecting-user-mode-dumps
  4. Now retry with the same workflow where Rush crashed and if it is still able to reproduce, then navigate to %LOCALAPPDATA%\CrashDumps using Run window.
  5. You can find the crash report saved in .dmp format in the location by name similar to Rush.exe.XXXX.dmp

 

Let me know if you hit any snags.

 

Thanks, 

 

Peter

 

 

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Apr 02, 2020 0
Adobe Employee ,
Apr 02, 2020

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Hello sdavis0893 - Can you try the same thing and also try to create a dump file before it crashes? Thanks!

 
To get the process dump file:
      1. Press Ctrl+Alt+Delete on the keyboard
      2. Select Task Manager > Go to the Processes tab and click More details
      3. Right-click the process for which you need to create a dump file

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Apr 02, 2020 0
Community Beginner ,
Apr 14, 2020

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tried many ways to get full dump , but it seems not posible

only dumps like you see in beginning of this problem

 

dump on exe is not possible because exe crashhes always before you can get anything

regkeys does not work

 

any other suggestions?

 

kind regards

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Apr 14, 2020 0
Adobe Employee ,
Apr 14, 2020

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Hi all, 

 

Good news! We believe we fixed this particular issue in our latest release 1.5.8. If you haven't already updated please do and let us know your results. If you continue to crash it's likely a separate issue we'll need to dive deeper into. 

 

Thanks for your help supplying logs and other information. 

 

Best, 

 

Peter

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Apr 14, 2020 0
Community Beginner ,
Apr 17, 2020

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Hi Peter,

 

we are glad to say that the bugfix did indeed solve our users problem

after upgrade the rush application launched again 

 

could you provide some insight of what was just the issue or is to top secret to tell the outside world  😉

 

thanks all for you time already

 

Kind regards

 

Alex

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Apr 17, 2020 0
Adobe Employee ,
Apr 17, 2020

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That's great news, Alex! Thanks for letting us know. Top secret, not exactly. Without going into details - sometimes when the software is building the correct merge (changes) do not make it into the app and that's what happened in this case.  

 

Sorry for the trouble. Thank you for your patience and help to gather details. 

 

All the best, 

 

Peter

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Apr 17, 2020 0
New Here ,
Apr 17, 2020

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Hi Peter

 

Not sure if my issue is related, but this morning Adobe rush froze and when I relaunched the project (2 days of work) it won't open. All the other projects can open, just not this one. I've tried turning sync off/ on, tried opening in Premiere Pro, updating, restarting, everything I can think of. When clicking on the project the Adobe Rush screen turns grey just for a sec as if it's about to load - but nothing. Please help 😞

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Apr 17, 2020 0
Adobe Employee ,
Apr 17, 2020

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Hi Petrus, 

 

Hmmm, did this happen after updating to 1.5.8? Are you on Mac or Windows? Can you do two things for me? 

 

1. Capture a dump/sample file right after Rush fails to open the project 

Windows: To get the process dump file:

  1. Press Ctrl+Alt+Delete on the keyboard
  2. Select Task Manager > Go to the Processes tab
  3. Right-click the process for which you need to create a dump file

 

Mac:

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.

 

2. Send me all the files in your Local Hub folder here 

Windows: C:\Users\[user name]\AppData\Roaming\Adobe\Common\Team Projects Local Hub

Mac: /Users/[username]/Library/Application Support/Adobe/Common/Team Projects Local Hub

 

Please upload these files to somewhere I can download. 

 

Thanks so much!

 

Peter

 

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Apr 17, 2020 0
New Here ,
Sep 09, 2020

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Hello. Worked, but for a long time does not start

 

 

Untitled-1.jpg

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Sep 09, 2020 0
Community Beginner ,
Apr 28, 2020

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Hi Peter, I don't understand I've just downloaded it twice today because it keeps crashing. uninstall, re install. always coming up with a crash report for premiere rush for me to send?!

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Apr 28, 2020 0