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Videos importing as blank green files in Rush on iPad

New Here ,
May 06, 2019

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Hello! I'm doing a project with students using Rush. It keeps crashing on their Windows machines, so I'm allowing them to use iPads as a backup. It's worked fine until today. I have a student who added his video files (MP4s) to the Creative Cloud file storage, then opened Rush on the iPad to add the files. The preview of the files looks normal, but when they are imported into a new project in Rush, they are just solid green (see attached image). Help! 20190506_134046.jpg

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Videos importing as blank green files in Rush on iPad

New Here ,
May 06, 2019

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Hello! I'm doing a project with students using Rush. It keeps crashing on their Windows machines, so I'm allowing them to use iPads as a backup. It's worked fine until today. I have a student who added his video files (MP4s) to the Creative Cloud file storage, then opened Rush on the iPad to add the files. The preview of the files looks normal, but when they are imported into a new project in Rush, they are just solid green (see attached image). Help! 20190506_134046.jpg

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May 06, 2019 0
Adobe Employee ,
May 08, 2019

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Hi there!

I think your device made need an update. Could you check out this link for me?

Update your iPhone, iPad, or iPod touch - Apple Support

Thanks!

Caroline

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May 08, 2019 0
New Here ,
May 09, 2019

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They are maintained and updated regularly by our technology staff, and these ipads are up to date. Rush is also updated.

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May 09, 2019 0
Adobe Employee ,
May 14, 2019

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Hi HeatherN,

Wow, sorry about this. I would say that the issue likely has to do with the codec contained inside the .mp4 wrapper. It may be some variant that is not supported by Rush.

A workaround for situations like this requires that you "transcode" (rip) new files from a different application, then try importing them. The program a lot of people with format issues use is called "Handbrake." It's a free download. Try transcoding a short clip and see if it imports. If it does, transcode the other files to continue working in Rush.

The student's method of acquiring those files might be done differently next time. If it's streaming video of some kind, they often need transcoding. If it's a camera that created those files, check the settings to make sure they're compatible with Rush. The student might also try a different camera or shoot natively in Rush.

Hope that helps!

Thanks,
Kevin

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May 14, 2019 1
Community Beginner ,
May 21, 2019

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Same issue with the new Android app released today.  All videos (taken from camera, as well as stuff downloaded from the internet are all green.  Either Rush doesn't support mainstream video codecs or the app isn't calling them correctly from the device.

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May 21, 2019 0
Adobe Employee ,
May 21, 2019

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Hi Kent,

Is your device listed as a supported device?

  • Samsung Galaxy S10 and 10 Plus, and S10e
  • Samsung Galaxy S9 and 9 Plus
  • Samsung Galaxy Note9 and Note8
  • Google Pixel 3 and 3XL
  • Google Pixel 2 and 2XL
  • OnePlus 6T and OnePlus 7 Pro

Let us know!

Thanks,
Kevin

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May 21, 2019 0
Community Beginner ,
May 21, 2019

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Yes.  Pixel 3 XL

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May 21, 2019 1
New Here ,
May 21, 2019

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I just installed on my Galaxy 9 plus and on first look it seems to work pretty well. Still can’t figure out the ipad issue.

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May 21, 2019 0
New Here ,
May 22, 2019

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Echoing this. On all my phones (Pixel 3XL, Pixel 2XL, Galaxy S10+) the video is green. I can "play" it and hear the audio, but video not so much. The ​same project synced to my desktop looks right. This also happens when importing the example clips.GOPR0110_1558536482055_high.JPG

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May 22, 2019 0
New Here ,
May 22, 2019

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Update: even when using the in-App capture it shows as green files. Photos work, videos don't.

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May 22, 2019 0
Adobe Employee ,
May 22, 2019

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Hi Mikka,

Sorry for the frustration. Can you try a hard restart of each device?

Thanks,
Kevin

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May 22, 2019 0
Community Beginner ,
May 22, 2019

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What do you mean by "hard-restart"?  Are you saying restart the device, or a hard reset and wipe off the device?

Restart.... Done - didn't help.

Hard reset...  No Way!   Don't need your software that bad.

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May 22, 2019 0
New Here ,
May 22, 2019

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No dice Even cleaning out Storage, restarting via ADB, and trying again did not do the trick.

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May 22, 2019 0
Adobe Employee ,
May 22, 2019

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All I meant was to completely shut down the phone, not wipe it. Sorry that didn't work. I'll keep working on your issue. Apologize for the frustration.

Kevin

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May 22, 2019 0
Adobe Employee ,
May 22, 2019

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Mikka,

Can you play video in other apps?

Cheers,
Kevin

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May 22, 2019 0
New Here ,
May 22, 2019

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Yes, I can.

The steps in order:

  • play file on the phone (Pixel 3 XL) -- works
  • import file into Rush -- green visual, audio OK
  • open project on the PC after sync -- works
  • add something (title) -- works
  • reopen file on the phone -- green, but title shows
  • try to export file -- "Unable to export, some error occured, please try again"
  • export file on windows (into file), upload to Google Photos -- works
  • open file on Phone -- works

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May 22, 2019 0
Adobe Employee ,
May 22, 2019

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Hello heathern26898880 mikka2061​ and kentdedman

Sorry, you all are running into this issue. We appreciate all the information you have provided.

Would it be possible to provide a video file or files that is causing this issue? However, you want to share it is fine, Creative Cloud, Dropbox, etc. This will be used for testing purposes only.

Hoping to get a handle on this.  Lastly, it would also be helpful to know the exact OS version and Rush version installed (sorry if you mentioned it earlier but I didn't notice).

Thanks in advance,

PG

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May 22, 2019 0
New Here ,
May 23, 2019

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Would it be possible to provide a video file or files that is causing this issue? However, you want to share it is fine, Creative Cloud, Dropbox, etc. This will be used for testing purposes only.

You already have them It happens with the example files that come with Rush as well as any other media.

I am running Android Pie, latest Patch, on the Pixel 3XL (which is the only one I've tested today and have no access to right now), running both the beta and the current Play Store version of Rush.

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May 23, 2019 0
Adobe Employee ,
May 22, 2019

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Hi Heather N,

Can you try a hard restart of your device? That has solved the issue for others.

Thanks,
Kevin

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May 22, 2019 0