Distorted audio and distorted video image

[Stephanie T]

After the export, the video image has been suddenly distorted throughout the whole sequence.

Something similar happened with the sound: The original sound is great. After I added a dissolve in the video, the sound is totally distorted. This also has happened once after transforming the video image. 

I work with the windows version of Rush.

HELP, please!

[petergaraway]

Hi Stephanie, 

Can you please send us a screen recording of the issue? Also, please let us know what version of Rush and the computer you have. 

Thank you, 

Peter

[Stephanie T]

Hi Peter, 

here comes the requested information:

Actually it is a problem a client of mine has. I have recommended her to use Adobe Rush. So I would truly appreciate to come to a good solution.

She told me the following:

Today I have opened Rush and suddenly some videos are horizontally distorted. With the distortion in the video the audio also has changed: It sounds extremely dull. 

I’ve tried to restart and to log off and in to the Adobe account but nothing has helped.

She uses a HP ZBook 15 G6 (Prozessor Intel(R) Core (TM) i7-9850H CPU @ 2,60 GHz 2,59 GHz

16,0 GB RAM, 64-Bit-operating system, x64-based processor

Adobe Rush version: v  1.5.40

Thanks for your help.

Stephanie

This is a screenshot of the distorted picture. 

Compared to the raw material:

 

[petergaraway]

Hi! Thank you for sharing these details. Here are a few suggestions 

• We released Rush 1.5.44 a few days ago. Please try updating to 1.5.44 if you have not already. 
• Reset preferences and plug-in cache 

•  Hold down Shift+Alt while Rush is launching. 

• Clear your data cache 

• Launch Rush > Click on Edit > Preferences > Manage Cache > Click on Delete All cache files 

• Update GPU driver (Intel or NVIDIA)

If those suggestions do not, please let me know, and we can dive deeper. Would be happy to get this sorted out. 

Thank you, 

Peter 

[defaultqswwbkx1o6fa]

I have this same issue after I updated to the latest version!

[plasticroof88]

I have been battling this same issue numerous times and it is beyond frustrating.  I have been able to export 3 projects successfully out of Rush but my favorite in continously exports terribly.  The video experiences glitching, missing frames and distortion while in the preview and running through the project everything works well.  Any solution or suggestion to this would be helpful.