Paul Uusitalo (AE Quality Engineering)

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  1. 1 vote

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

    Thank you for reporting this issue.

    Could you give us a few more details:
    Which specific AE 2021 version are you using (17.6, 17.7, 18.0, 18.0.1, 18.1)?
    Which platform are you on?

    And then could you do the following:
    1. Launch AE.
    2. Go to the Help menu and select Enable Logging, and then Change and Quit.
    3. Restart AE.
    4. Do whatever you do that causes the hang requiring force quit.*
    5. Restart AE.
    6. Go to the Help menu, select Reveal Logging Files and collect all the ones with "After Effects Log..." in the title and post them here.

    *Also, please do submit your crashes if you see the Crash Reporter dialog after you force quit.

  2. 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  · 

    Thank you for reporting this.

    I am unable to reproduce this issue in AE 18.1 on either the Mac or Win. If you do observe a pattern or steps that cause this to occur, please update us here.

  3. 12 votes

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

    Thank you for reporting this.

    I am unable to reproduce this issue in AE 18.1 on either the Mac or Win. Could you please provide specific details about how you are reproducing this problem?

  4. 2 votes

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    Needs More Info  ·  9 comments  ·  After Effects » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    This looks like something related to Transmit Video Output.

    What are your Video Preview preferences settings? Does changing them or disabling Mercury Transmit eliminate the hang behavior?

    Are you using any 3rd party hardware or software for Transmit output? If so, which model, driver version, etc.?

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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Thank you for reporting this. It would be a big help for us to diagnose the problem if you could use the Apple Activity Monitor application to perform a Process Sample on After Effects when this hang occurs.

    1. Work in AE until the hang happens.
    2. Launch Activity Monitor.
    3. Select After Effects in the list of displayed Processes.
    4. In the upper left of the Activity Monitor window, click on the little "Gear" drop down menu item and select "Sample Process".
    5. When the Process Sample is complete, save it to disk.
    6. Attached the saved sample file here.

    Thx!

  5. 1 vote

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    Needs More Info  ·  5 comments  ·  After Effects » General  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Are you using the "Game Ready" or "Studio" version of the driver?

    We have found the Game Ready versions to be less reliable than the Studio versions.

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    Paul Uusitalo (AE Quality Engineering) commented  · 

    This looks like it may be an issue with your graphics driver.

    Which graphics cards and driver versions do you have installed on your system, and have you checked to make certain you have the most current driver version installed?

  6. 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  · 

    Also, do you have any additional import plugins installed?

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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Could you please attach a sample AE project and PNG file that reproduce the issue for you?

    Thx!

  7. 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  · 

    Ah, here it is!

  8. 1 vote

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

    Thomas,
    Could you provide us a sample TIFF that is causing this issue?

  9. 1 vote

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    Needs More Info  ·  2 comments  ·  After Effects » Stability  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Thanks for the report, Martin!

    We need a few more details here to really dig in an analyze what is occurring.

    Could you please give us a step by step method for everything necessary to reproduce the error?

  10. 3 votes

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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  · 

    Ah, sorry I missed that detail.

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    Paul Uusitalo (AE Quality Engineering) commented  · 

    The Effects and Presets panel is designed to do exactly this.

  11. 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  · 

    Could you please attach a copy of you project so we can attempt to reproduce the problem?

    Thanis!

  12. 4 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  · 

    Seth,

    Can you please get us a sample .AI file and AE Project that are showing the issue?

  13. 5 votes

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

    Tomasz,

    The Roto Brush tool crash is a separate issue, but it too should be fixed in the current AE Public Beta build, and will be pushed to shipping in the forthcoming release.

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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Another option to check is to to turn off the "Hardware Accelerate Panels" Display Preference and see if that also resolves the crashing issue.

    If the Beta build resolves the issue, there should be a version with a fix to this problem coming in about a week.

    As to why Catalina is fine but Big Sur is not, it is most likely that Apple changed functionality we interact with (in this area) as part of the update, and we then needed to make a change our side to continue correct functioning.

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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Could you please test this with the current After Effects public beta release and let us know if this issue is occurring there as well?

    Thx!

  14. 0 votes

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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  · 

    Phillip, check out the "Advanced" panel in AE's Composition Settings Dialog. I think what you're looking for is there.

  15. 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!!!

  16. 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!

  17. 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.

  18. 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

  19. 3 votes

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    7 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!

  20. 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...

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