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

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  1. 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?

  2. 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.

  3. 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?

  4. 7 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.

  5. 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

  6. 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?

  7. 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?

  8. 2 votes

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    2 comments  ·  Premiere Pro » General  ·  Flag idea as inappropriate…  ·  Admin →

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

    Please update to the latest version - 12.1.1 which was released earlier this week. It has a fix for a couple different PNG issues.

  9. 4 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  · 

    I would maybe recommend using one of the DNxHR LB UHD presets to generate your proxies. H.264 doesn't support 4 channels of mono (that's how my audio is configured - yours may be different). You can find more about how to create your own ingest preset here: https://helpx.adobe.com/premiere-pro/kb/ingest-proxy-workflow-premiere-pro-cc-2015.html

  10. 5 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 use an app like MediaInfo to find out what the video and audio codecs are in the files? It is possible that the removal of QT32 support has something to do with this. I can import a screen recording from an iPad Pro without issue.

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