Premiere Rush crashing when trying to import videos

[miket12750808]

Hi everyone,

I'm trying to use Rush on Windows, and the application crashes every time I attempt to import my footage. I've never managed to get it to work. If I use the demo footage supplied with Rush, that all works fine, but if I even try to browse to a location on my hard drive where some of my own footage is stored, the software crashes with the generic adobe crash screen, which asks for more info and to send a crash log to Adobe.

However, the C:\Users\[myusername]\AppData\Roaming\Adobe\Premiere Rush\1.0\logs folder is completely empty, so I don't really have any more information.

The only thing I can think of which might cause problems is that I'm using a corporate managed version of Windows 10 Enterprise, so I'm wondering if there's some setting on our systems which might be causing problems, even though I do have local admin privileges. But without being able to see the logs, it's difficult for me to say.

Specs: Windows 10 Enterprise 64 bit, Lenovo X260 (8GB RAM, i5-6200U CPU, 256GB SSD)

Just to add another thing: I've been using other CC software (Premiere Pro, Photoshop, InDesign, Illustrator) with absolutely no issue on the same PC for several months.

Message was edited by: Mike Thorpe (added a bit about other CC software working OK)

[Mark Mapes]

Let's start with the exact media in your folders. What type of content is it [file type, codec (if you know), camera/source]?

[miket12750808]

Thanks Mark...

For some reason, neither VLC nor Windows Media Player are showing me the codec information (blank information on all files on both apps), even though they play correctly. One of the folders on my PC that I browsed to was a general dumping ground of files and images in various formats and from various locations, however, one of the folders where it still crashed anyway contains:

- Six .MTS files recorded off a Canon Legria HFR76 (or possibly HFM52)

- Four .MP4 files which were originally exported from Premiere Pro (I think as x264?)

- One .MP4 file of unknown source.

(BTW, in case anyone's wondering why I'm not just sticking to Premiere Pro, I'm testing Rush out for a few colleagues who also have CC subscriptions, but have only really used it for Photoshop and InDesign so far )

[caroline_edits]

Hey there, Mike!

How's Premiere working for you now? We're checking in with folks after the most recent updates.

Any feedback?
-Caroline

[miket12750808]

Thanks for letting me know, Caroline. I'll see if I can find some time in the next couple of days to give it a test, and then I'll let you know!

[PhotosOnCall]

I have the same issue with a simple mp4 from media converter. Windows 10.

[caroline_edits]

Hey Brian.Hanna!

Would you mind telling me more about what kind of footage you're using and the computer you're using it on? I need to know your CPU, GPU, OS, the whole works.

Thanks!

Caroline

[PhotosOnCall]

OS Name Microsoft Windows 10 Home

Version 10.0.17134 Build 17134

Other OS Description Not Available

OS Manufacturer Microsoft Corporation

System Name xxxxxxxxxxxxxxxxxx

System Manufacturer Dell Inc.

System Model XPS 8930

System Type x64-based PC

System SKU 0859

Processor Intel(R) Core(TM) i7-8700 CPU @ 3.20GHz, 3192 Mhz, 6 Core(s), 12

Logical Processor(s)

BIOS Version/Date Dell Inc. 1.1.3, 11/2/2018

SMBIOS Version 3.1

Embedded Controller Version 255.255

BIOS Mode UEFI

BaseBoard Manufacturer Dell Inc.

BaseBoard Model Not Available

BaseBoard Name Base Board

Platform Role Desktop

Secure Boot State On

PCR7 Configuration Elevation Required to View

Windows Directory C:\WINDOWS

System Directory C:\WINDOWS\system32

Boot Device \Device\HarddiskVolume5

Locale United States

Hardware Abstraction Layer Version = "10.0.17134.471"

User Name xxxxxxxxxxxxxxxx

Time Zone Eastern Standard Time

Installed Physical Memory (RAM) 32.0 GB

Total Physical Memory 31.8 GB

Available Physical Memory 8.84 GB

Total Virtual Memory 43.8 GB

Available Virtual Memory 8.37 GB

Page File Space 12.0 GB

Page File C:\pagefile.sys

Kernel DMA Protection Off

Virtualization-based security Not enabled

Device Encryption Support Elevation Required to View

Hyper-V - VM Monitor Mode Extensions Yes

Hyper-V - Second Level Address Translation Extensions Yes

Hyper-V - Virtualization Enabled in Firmware Yes

Hyper-V - Data Execution Protection Yes

Graphics card Nvidia 1060 6GB

On Mon, Jan 28, 2019 at 6:55 PM carolinesears <forums_noreply@adobe.com>

[stant70499997]

Having the same issue, Rush runs very slow on my computer, when I add media it crashes

Windows 10 Pro 1803

Intel Core i7-6600U CPU @ 2.60 GHz 2.81 GHz

16 GB ram

64 bit operating system

[caroline_edits]

Alright, let's see what we can do.

Have you tried resetting your preferences? With the app closed, hold down Command+Option+Shift (Mac) or Cntrl+Alt+Shift (PC) then launch the app! Keep holding the keys down until Rush asks you if you want to clear your plugin cache and preferences. Say yes!

Let me know if Rush will let you import then.

Caroline

[jamiek38019778]

I tried this, and the same issue is still persisting.