Paul Uusitalo (AE Quality Engineering)

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  1. 1 vote
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    2 comments  ·  After Effects » Compositing & effects  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Justin,

    I am not seeing any such behavior here with EXRs in AE.

    Could you please give a full set of details regarding what is occurring and how:

    1. AE Version and platform.
    2. Exact steps to repeat.
    3. Sample EXR that is causing the crash.
    4. Crash log.

    We would really like to resolve this issue for you!!!

  2. 1 vote
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    3 comments  ·  After Effects » User experience/interface  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Also, perhaps try disabling Ginger on your system.

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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Could you possibly provide a sample EXR that is failing for you?

    Also, which versions of Blender and AE are you using?

    Thx!

  3. 1 vote
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    1 comment  ·  After Effects » Compositing & effects  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Which version of AE are you using Benjamin? I'll see if I can repro this issue in 17.1.3, but if you're on an older version know that we have made significant improvements to our EXR handling in recent releases.

  4. 1 vote
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    1 comment  ·  After Effects  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    I believe this provides the details for how to resolve this problem:
    https://helpx.adobe.com/in/download-install/kb/failed-install-creative-cloud-desktop.html

  5. 2 votes
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    5 comments  ·  After Effects » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Hmm, so what is revealed when you select "Reveal Logging File" in the Help menu? There should be about 4-5 directories that get opened, with various files selected in each.

    If you want to connect privately, puusital@adobe.com.

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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Hey Matt, thx for the report. Happy to dig in here and try to figure out what's going on.

    First off, is this only related to using Mocha/Silhouette or is this a more general issue?
    Also, have you been reporting these issues into our Crash Reporter?

    Regardless, here would be a good starting place to diagnose:

    Go to the Help menu, choose "Enable Logging", relaunch AE, and then go through each of the issues you're having (one issue per app session), and once you've reproduced them, go to Help again, "Reveal Logging File" and gather up all the "After Effects Log.txt" and any After Effects.hang or .crash logs that are generated and zip them all up.
    Getting one of these for each of the issues you are encountering would be really helpful.

    Thx!

  6. 1 vote
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    1 comment  ·  After Effects » User experience/interface  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    We've been discussing this a bit in-house and the general concern is that selection jumping around (on its own) in the Project Panel - as your selection state changes in the Comp Panel - might drive a lot of people completely batty.

    Can you think of a more subtle way to get the sort of context you're looking for without a mechanism that might prove so disruptive.

    Also, what kind of pizza are we talking about here? Inquiring minds are asking...

  7. 1 vote
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    1 comment  ·  After Effects » User experience/interface  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    If you could provide any specifics or details whatsoever here, we will definitely try to help you out. Otherwise, I'm sorry to hear of your vague and unspecific terrible experience.

  8. 2 votes
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    1 comment  ·  After Effects » Performance  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Hey Tristan, thanks so much for the report.

    Would it be possible for you to provide more detail as to what and how this is occurring?

    Even basics like what version of AE (and PPro) are you running, and what platform and OS would be a start.

    Much better would be to go to the Help menu, choose "Enable Logging", relaunch AE, and then go through each of the issues you're having (one issue per app session), and once you've reproduced them, go to Help again, "Reveal Logging File" and gather up the "After Effects Log.txt" and any After Effects.hang or .crash logs that are generated and zip them all up.

    Getting one of these for each of the issues you are encountering would be really helpful.

  9. 2 votes
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    3 comments  ·  After Effects » General  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Could you please indicate the specific versions of AE and PPro that are/are not working as you expect? Thx!

  10. 1 vote
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    2 comments  ·  After Effects  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    We are working very ******* this issue, but still have not been able to identify what the issue is. It is definitely only affecting a small set of our users, but for them, they are totally blocked with import of this format.

    Do you have any 3rd party Codecs, screen capture software, or other "gaming" drivers installed on your system?

  11. 2 votes
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    2 comments  ·  After Effects » General  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Could you please provide more details here:
    Which particular file format?
    How are you importing it (local, network drive, etc.)?
    Are you using Force Alphabetical?
    Is it failing only for sequences of this format, or for all sequences?

    Any details will help us sort this out.

    Thx!

  12. 1 vote
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    Needs More Info  ·  1 comment  ·  After Effects » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    We are constantly working to improve AE reliability. What helps us the most it to have reports of clear, specific issues our users are encountering.

    What is specifically costing you thousands?
    How are these things occurring?
    In which version(s) did they start occurring?
    Are there any successful workarounds for these issues?
    What is your OS and Hardware configuration?
    Would you be willing to provide us projects, logfiles, or other details that will allow us to reproduce or diagnose what is occurring?

    These actionable details will help us immensely.

  13. 2 votes
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    2 comments  ·  After Effects » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Thank you for the report Matthew. Did you also report this into our Adobe Crash Reporter system?

  14. 92 votes
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    57 comments  ·  After Effects » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Could you provide more details on your system please?

  15. 2 votes
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    2 comments  ·  After Effects » Workflow & interoperability  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Which plug-ins specifically are you experiencing this with? For quite some time now we have instructed 3rd party plugin developers to use a known shared directory that works across AE versions specifically to eliminate the need to uninstall and reinstall them.

    Also, I don't quite understand "there was no folder created labelled "Adobe After Effects CC 2020". The current version's (17.0.4) installer most certainly does create such a directory.

  16. 1 vote
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    1 comment  ·  After Effects » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Hmm, I get the not recognized file type error here, but no crash. Could you possibly upload an example .srt that is causing the crash for you? Thx!

  17. 2 votes
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    1 comment  ·  After Effects » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Mark, we definitely are focused on these things as our top priorities. Can you give us any details about the specific context or manner in which these crashes are occurring (along with your system details)? Are you submitting them to our Adobe Crash Reporter system? If not could you please do so - along with a note referring to this post here - and then let us know you've done so (allowing us to locate them).

    Thx!

  18. 2 votes
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    2 comments  ·  After Effects » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    This is very concerning. Could you please provide additional details as to your system configuration (hardware and software), and more specifics about what exactly is occurring (error messages, crash dialogs, etc.) when you say "the program collapses"?

    Thank you!

  19. 1 vote
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    2 comments  ·  After Effects » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Did you submit a crash to our Crash Reporter system with notes indicating how the crash occurred? If not, could you do so.

    Thx!

  20. 1 vote
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    1 comment  ·  After Effects » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Did you submit a crash report to our crash reporter system? If not, could you do so and include "BUG] PSD import and opening footage" in the notes section?

    Thx!

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