Paul Uusitalo (AE Quality Engineering)

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  1. 4 votes

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

    I am really not clear how asking for the details we actually do need to know to diagnose your issue (specifically you, that is) is "blaming the customer" or "refusing to acknowledge" anything.

    Despite what the Internet has lead you to believe, we do not actually know what is occurring on your specific system, with your workflows, etc. You may have a very different issue than what anyone else has ever reported. The details of what you are actually working on, whether things like 3rd party plugins and scripts, Dropbox, security software, Dynamic Link, etc., are involved, these things all really do matter.

    I am reaching out in good faith here to help. I am an actual person (as is each and everyone on the AE team who monitors and responds to this forum).

    Unfortunately I have only been met with rudeness and hostility and I still don't have any actionable details to go on. If that is the approach you choose to take with people sincerely trying to help you, I wish you well in life.

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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Thanks for the feedback Nigel.

    For us to make any headway on actually resolving your issue though, we really do need a full set of details about how this is occuring.

    At a minimum, AE version, platform+OS version, Autosave Preference settings, and general steps to repeat or scenarios where you observe Autosave not actually saving.

    Otherwise, we really cannot do much here.

    Paul Uusitalo (AE Quality Engineering) supported this idea  · 
  2. 10 votes

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

    Thank you for reporting this Michele!

    What you have hit here is a bug in our ProRes Hardware Accelerated encoding. We are actively working on a fix for this.

    In the meantime, the workaround for the issue is to disable "Enable ProRes hardware accelerated encoding, if available" in AE's Output Preferences.

    Paul

  3. 3 votes

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

    Christian, we are not aware of any such behavior. This sounds like a bug of some sorts.

    However this really doesn't give us any of the details we need to understand and solve your issue.
    To get started debugging the issue, we need to know:
    0. Which specific version of AE are you using (as shown in the "About After Effects" dialog)?
    1. System Specs (Platform, OS, Hardware, GPU, Drivers, etc.).
    2. AE Preferences settings (particularly Memory & Disc Cache settings).
    3. Specific details about your Project and the Comp you are working with, things like —
    Imported footage types (and resolution)
    Project color bit depth
    Comp Resolution
    Number of layers
    Effects applied
    Expressions
    Etc., etc.
    4. What are the exact steps you are taking from when you launch AE to when the issue occurs?
    5. What errors or other feedback are you seeing?

    Let's figure this out.

    Thx!

    Paul Uusitalo (AE Quality Engineering) supported this idea  · 
  4. 201 votes

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

    Hi Lisa,

    We really need to know the full details of what you are trying to do and what the issues you are encountering to begin to solve you issue here.

    To get started debugging the issue, we need to know:

    1. System Specs (Platform, OS, Hardware, GPU, Drivers, etc.).
    2. AE Preferences settings (particularly Memory & Disc Cache settings).
    3. Specific details about your Project and the Comp you are trying to render, things like —
    Imported footage types (and resolution)
    Project color bit depth
    Comp Resolution
    Number of layers
    Effects applied
    Expressions
    Etc., etc.
    4. What are the exact steps you are taking from when you launch AE to when the issue with AME occurs?
    5. What errors or other feedback are you seeing?

  5. 3 votes

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

    Thank you for your report, Christopher.

    However this really doesn't give us the details we need to understand and solve your issue.
    To get started debugging the issue, we need to know:
    0. Which specific version of AE are you using (as shown in the "About After Effects" dialog)?
    1. System Specs (Platform, OS, Hardware, GPU, Drivers, etc.).
    2. AE Preferences settings (particularly Memory & Disc Cache settings).
    3. Specific details about your Project the way you're configuring the AEGP folder, the PS file you are attempting to import, etc.
    4. What are the exact steps you are taking from when you launch AE to when the issue occurs?
    5. What errors or other feedback are you seeing?
    6. How exactly does AE crash? Are you getting the Crash Reporter dialog? Are you submitting your crash reports to our crash reporter system? If so, how might I search for them?

    Any detail you can provide here would be a big help.

  6. 3 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  · 

    Tristan,

    We have no idea what is happening with AE on your system. There has been no change regarding quitting without saving since AE 1.0.

    Could you provide a screen recording of what you are experiencing?

    Are you running any scripts or other AE extensions that might be interfering with the shutdown process?

    Thx!

    Paul

    Paul Uusitalo (AE Quality Engineering) supported this idea  · 
  7. 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  · 

    Hi Chris,

    I will be contacting you through email.

    Paul

  8. 3 votes

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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  · 

    Greetings Kian,

    I'm sorry to hear you're having an issue with After Effects, but your report here gives us no specific details for us to understand what the issue is and how it's occurring.

    We could probably offer much more assistance here if you were to give us the specific details about your system, the version of AE you are running, the exact steps you are taking, and then exactly what and how it is failing.

  9. 2 votes

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

    Ian,

    I am being as diplomatic as I can here. I don't know what work you do, or what sort of feedback you get from your customers, but tell me, how motivated would you be to listen to anything they had to say if they addressed you in this fashion?

    Now, if you would like to try again and present your issues in a more neutral fashion, taking such basic steps as (in this instance), attaching examples of the JPEG files causing you problems, we would be happy to look into it.

  10. 3 votes

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

    Ah ha! That was the missing (and very puzzling) detail. Investigating now.

    Thx!

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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Greetings,

    Just ran a quick test of this and am not seeing any such gamma shift when bringing the output .mp4 back into AE. Could you please detail your full workflow here, color management settings in AE, where you are observing the gamma shift, etc.?

    Thx!

  11. 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  · 

    Peter,

    In what fashion are you experiencing AE 7.0 to be "remotely inactivated"?

    We are not aware of any intentional process to do so (nor is there any implemented means on the Adobe side to do so).

    What is occurring and when did the behavior change for you? Which platform and operating system are you running?

    This software is 15 years old now and it is certainly possible that a system configuration on your end could now be interfering with it launching. It is also possible that some aspect of the licensing system it required can no longer function in its intended fashion on your end or our end, but without knowing any of the specific details, we can't really determine anything.

  12. 2 votes

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    Needs More Info  ·  3 comments  ·  After Effects » Workflow & interoperability  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Hey Sam, Paul here from the AE quality engineering team.

    I do this action multiple times a day and have not encountered it.

    Could you possibly provide some details as to what version of Big Sur you are running, what footage types you are trying to drag onto the button, and a screen capture video of how the failure is occurring?

    Thx!!!

  13. 3 votes

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

    Thanks for the detail Luis. I've got a repro on this now and am writing up a bug. We'll get this fixed ASAP!

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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Luis, this is the second report we've had of this. I have tried to reproduce the issue but haven't had any success.

    Are you on Mac or Win?

    Which installed versions of AE 2020 and 2021 are you using?

    What is the exact file format/Codec you are importing?

    What are the exact steps of your workflow — from initially creating the AE Project to when the re-opened Project loses the Preserve RGB setting?

    These details will definitely help us isolate and resolve the issue.

  14. 1 vote

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

    Hi Mike!

    Looking at your screenshot, I clearly see what the issue is. You inadvertently imported your illustrator footage as Sequences instead of as Still Frames.

    Importing as Sequence allows you to treat a collection of still files as a single time-based piece of footage with a duration, framerate, etc. You cannot drag out the layer bar to change the duration of a time-based piece of footage.

    What you need to do is re-import your .AI footage, making sure that in the Import dialog, the Import As Illustrator/PDF/EPS Sequence option is not checked.

    Hope this helps!

    Paul Uu

  15. 2 votes

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

    Thank you for the report Stephen.

    We don't have an open issue or any other reports of the Preserve RGB setting unchecking when opening existing projects in new versions. I just tried a quick repro of the scenario between several different AE versions and the checkbox remained checked as I had set it before saving the project in the previous version.

    It seems like I'm missing something.

    Could you walk me through the exact steps that result in this happening for you — from initial project creation to when you observe that the checkbox has been reset?

    Thx!

    Paul Uu

  16. 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  · 

    Thank you for your report!
    However this really doesn't give us any of the details we need to understand and solve your issue.
    To get started debugging the problem, we need to know:

    0. Which specific version of AE are you using (as shown in the "About After Effects" dialog)?
    1. System Specs (Platform, OS, Hardware, GPU, Drivers, etc.).
    2. AE Preferences settings (particularly Memory & Disc Cache settings).
    3. Specific details about your Project and the Comp you are trying to render, things like —
    Imported footage types (and resolution)
    Project color bit depth
    Comp Resolution
    Number of layers
    Effects applied
    Expressions
    Etc., etc.
    4. What are the exact steps you are taking from when you launch AE to when the issue occurs?
    5. What errors or other feedback are you seeing?
    6. How exactly does AE crash? Are you getting the Crash Reporter dialog? Are you submitting your crash reports to our crash reporter system? If so, how might I search for them?
    7. Could you enable Logging (under the Help menu), restart AE, cause the crash to occur, restart AE again, go to "Reveal Log File" (under the Help menu), collect all the files in ALL the folders it opens (there may be many), zip them into an archive and attach them here?

    This would really help us to get started with your issue.

  17. 6 votes

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

    Thanks for the report, Robert.

    Could you please give us some details that will help us troubleshoot the situation?

    1. AE version.
    2. Platform and installed OS version.
    3. Audio hardware configuration and driver versions.
    4. Audio format(s) of the footage files you are working with.
    5. Specific steps from AE launch to when the preview failure occurs.
    6. Specifically what then are you changing in your Audio Preferences to resolve the issue?
    7. And then what specific steps are you taking such that the issue occurs again?

  18. 19 votes

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

    Thanks for the report Jordan.

    However this really doesn't give us any of the details we need to understand and solve your issue.

    To get started debugging the issue, we need to know:
    1. System Specs (Platform, OS, Hardware, GPU, Drivers, etc.).
    2. AE Preferences settings (particularly Memory & Disc Cache settings).
    3. Specific details about your Project and the Comp you are trying to render, things like —
    Imported footage types (and resolution)
    Project color bit depth
    Comp Resolution
    Number of layers
    Effects applied
    Expressions
    Etc., etc.
    4. What are the exact steps you are taking from when you launch AE to when the issue occurs?
    5. What errors or other feedback are you seeing?
    6. How exactly does AE crash? Are you getting the Crash Reporter dialog? Are you submitting your crash reports to our crash reporter system? If so, how might I search for them?

    With these details, we can definitely get started on sorting this out.

  19. 1 vote

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    Needs More Info  ·  3 comments  ·  After Effects » User experience/interface  ·  Flag idea as inappropriate…  ·  Admin →
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    Paul Uusitalo (AE Quality Engineering) commented  · 

    Hi as well Randall,

    I believe I have found your report of this issue in our Crash Reporter system. It does not appear to be affecting a large set of users, but it is definitely something we would like to fix and I'm opening up a report on it for our development team.

    Like Dacia, I am unable to reproduce this issue with my testing. Is this occurring for you on a Windows system (I CNR on either Mac or Win)?

    In addition to a screen recording, attaching a project that consistently reproduces the crash might also help us to more quickly resolve the issue.

    Paul

  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  · 

    Thank you for reporting this Luiz.

    Were you running AE 18.1 before this with no issue?
    Could you possibly attach a crash log (and/or have you submitted this through the Crash Reporter dialog)?

    Also, what 3rd party plugins do you have installed? Are you certain they are all updated to their current versions. We have been tracking some crashes in this area with older installed versions of certain plugins that are resolved by updating to the most current versions?

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