Unable to open project

New Here ,
Mar 29, 2020

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I have Adobe Rush v 1.5.5 installed on my iPad and while adding text to a project, it crashed. When I went to re-open the project, I got the error "unable to open project". Syncing is turned ON.  I tried opening this project on my iPhone and MacBook and am getting the same errors.  Tried opening and closing the app several times. I've started a new project on iPhone and have been able to open on iPad.  Other projects are opening across devices.

I've turned the iPad on and off several times.  Tried the same on MacBook and iPhone.  Both the iPhone and iPad are up to date. Nothing is working.

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Crash, Error or problem

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Adobe Employee ,
Mar 30, 2020

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Hello adiag, 

 

So sorry this is happening. We're working hard to try to understand what this issue is affecting some of our users. If you're willing to do some troubleshooting with me, I'm hoping we can retrieve your project.

Here's what would be most helpful. 

 

1. Launch Rush, attempt to open the problematic project
2. After you receive the error message, go to App Settings (gear icon) > Preferences > Tap on "Share logs and project files." 
3. Upload to somewhere I can download 

 

This will hopefully provide some details on what's going on and allow us to fix the problem. 

 

I look forward to hearing from you.

 

Peter

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New Here ,
Jul 01, 2020

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Hi Peter, 

 

I am having the same issue. It is my assignment project, I really wish that you could help me with retrieving my project!! Please!! :'(

I have the latest version of Rush, IOS 13.2 on my iPad Air 2019.

 

The link to the "logs and project files": https://drive.google.com/file/d/1UGz8QEJjERcqN7WNcNPcXFq0JELvXy60/view?usp=drivesdk

 

Questions:

  1. Did you enable and disable project sync before the issue occurred? Yes
  2. How long were you editing the project before the problem occurred? Two days (6 hours)
  3. Did you successfully close and re-opened the affected project previously? Yes
  4. Do you remember what effects and features were used, beyond audio and video (e.g. titles, filters, etc). I used a lot of "range speed". That's it. 
  5. Did Rush crash before this issue occurred? Yes. It worked very well when I did my last project, no issues at all. Yesterday I started the new current project, it was fine (length edited =5 mins). As today I continued to work on it, it kept crashing and now I can't even open the project.

 

Thanks!!

Jenny

 

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Adobe Employee ,
Apr 06, 2020

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Hello adiag, 

 

I wanted to follow up with you to see if you were able to resolve this issue or if you would be interested in working with us. 

 

Hope all is well, 

 

Peter

 

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New Here ,
Jun 23, 2020

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Im having issues with this. Can you please help? 

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Adobe Employee ,
Jun 24, 2020

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Hello palmerproper 

 

Can you please do the following and answer these questions 

 

1. Launch Rush, attempt to open the problematic project
2. After you receive the error message, go to App Settings (gear icon) > Preferences > Tap on "Share logs and project files." 
3. Upload to somewhere I can download 

 

Questions:

  1. Did you enable and disable project sync before the issue occurred? 
  2. How long were you editing the project before the problem occurred? 
  3. Did you successfully close and re-opened the affected project previously? 
  4. Do you remember what effects and features were used, beyond audio and video (e.g. titles, filters, etc). 
  5. Did Rush crash before this issue occurred?

 

Thank you!

 

Peter

 

 

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