AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA)

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  1. 2 votes
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    5 comments  ·  Premiere Pro » Formats  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 
  2. 1 vote
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    1 comment  ·  Premiere Pro » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    Please provide some additional information so that we may be able to help you. For example, what type of media are you importing? What OS are you using? Have you tried a new, never-imported-before clip in a brand new project?

    We're happy to help, but without more details there just isn't much we're able to do here.

  3. 2 votes
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    1 comment  ·  Premiere Pro » Export  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    Couple questions:
    * What version of macOS are you currently on. I was not able to repro this issue on macOS 10.14.6
    * If you re-name the file and don't manually enter the extension it should be added automatically. While I understand this would be a departure in what you've done in the past I would expect the results to be the same. Is that your experience as well?

  4. 2 votes
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    2 comments  ·  Premiere Pro » Import  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    Thank you for the report. We are aware of an issue in this area and are currently investigating.

  5. 2 votes
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    Under Review  ·  2 comments  ·  Premiere Pro » Formats  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    Thank you for the report. We have reproduced your issue and are investigating.

  6. 12 votes
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    6 comments  ·  Premiere Pro » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    Thank you for the report. We have fixed issues of this nature with the release of Premiere Pro 2020, but it is unclear from your report which version you are using. The title mentions Premiere Pro 2020 while the actual report notes the version is 13.1.5. Can you please confirm if you have tried working with these files in Premiere Pro 2020? If you have and it is still crashing then I would like to perhaps work with you offline to better understand the issue and perhaps look at a sample file so we can further resolve any lingering issues.

  7. 1 vote
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    3 comments  ·  Premiere Pro » User experience/interface  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    Are you using the plug-in available from BlackMagic? If so, you may need to reinstall the plug-in. I have confirmed it does indeed work with this release.

  8. 4 votes
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    5 comments  ·  Premiere Pro » Playback  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    Do you have any effects applied to the media during playback? Or can you reproduce this issue just by playing the media in the Source Monitor? Also, what resolution is your playback setting at?

  9. 6 votes
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    If you are referring to the video playback being black then it may be that the video codec is not supported. What are the properties of the source media you are trying to import?

  10. 1 vote
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    1 comment  ·  Premiere Pro » Formats  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    If you have attempted to import this media in a version prior to Premiere Pro 2020 then the media cache may need to be re-created. The best way to do that is to clear your media cache and then re-import the file. New to Premiere Pro 2020 there is an option to clear your media cache directly in the preferences (Preferences > Media Cache > Remove Media Cache Files).

  11. 1 vote
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    1 comment  ·  Premiere Pro » Formats  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    P2 sources should still import. Can you post the properties of the source media you are trying to import or even post a link to a sample file I can look at?

  12. 2 votes
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    1 comment  ·  Premiere Pro » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    Can you please confirm what version of Premiere Pro you are using? We fixed a bug in this area with the 13.1.3 update. If your version of Premiere is up to date and you are still seeing this bug we may need to do some more investigation to see why there are still problems.

  13. 1 vote
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    1 comment  ·  Premiere Pro » Formats  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    Saul, could you please close Premiere, clear the media cache, then try importing those files again?

    The media cache can be found here: 
    Mac: /Users/%username%/Library/Application Support/Adobe/Common
    Win: \Users\AppData\Roaming\Adobe\Common\
    More details can be found here: 
    https://forums.adobe.com/thread/2152942

  14. 2 votes
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    1 comment  ·  Premiere Pro » Editing  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    Thanks for the report. Would you be able to upload a sample JPEG we can look at?

  15. 2 votes
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    2 comments  ·  Premiere Pro » Editing  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    What OS are you on? There is a known issue in 10.11 that can cause some files to come in as audio-only. One workaround is to update the OS to 10.12 or higher then clear your media cache.

  16. 8 votes
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    3 comments  ·  Premiere Pro » 3rd Party Software  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    What OS are you using?

  17. 6 votes
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    1 comment  ·  Premiere Pro » Formats  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    What OS are you using? If it's 10.11 there is a workaround: Update to 10.12 or 10.13 and then clear your media cache. They should work after that. If you are on a different OS then it is a different issue and we would need a sample file to look at.

  18. 3 votes
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    1 comment  ·  Premiere Pro » Import  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    What macOS version are you on? If you are on 10.11 then I would recommend updating to a newer version as we have found that to resolve importing issues in many cases that are new to the latest update of Premiere. If you do update you will also need to clear your media cache before re-importing files that have previously failed.

    The media cache can be found here: 
    Mac: /Users/%username%/Library/Application Support/Adobe/Common
    Win: \Users\AppData\Roaming\Adobe\Common\

    More details can be found here: 
    https://forums.adobe.com/thread/2152942

  19. 2 votes
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    2 comments  ·  Premiere Pro » Import  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    Are you able to post a sample clip so we can investigate the issue on our end?

  20. 2 votes
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    1 comment  ·  Premiere Pro » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminTom N (Adobe) (Lead Quality Engineer, Adobe DVA) commented  · 

    Could you post a sample file that we can look at on our end?

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