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leebergtally
Known Participant
April 21, 2017
Question

Media files deleted after 2017.1 upgrade

  • April 21, 2017
  • 25 replies
  • 26980 views

This may be a coincidence, but it's a mighty big one at that.  I upgraded this afternoon and opened my most recent project.  I went through the new features and then looked into the Preferences to see if there was anything new.  Arriving at the Media Cache tab I decided click on "clean unused"  Media Cache Database.  That's something I've done in previous versions.  Then I closed the open project and opened another I had finished last week.  Surprise, all media files were missing.  I checked the original file's directory.  All of the root and subfolders were intact.  However, when I looked in the clip folder all of the .MXF files were gone, leaving just the .xmp and .XML.  Every folder, in every project that was shot in AVCHD or XAVC (except for the one that was initially open) was missing the media files.  Not only that, but I found FCP 7 Capture scratch folders emptied except for the autosave vault.   There were other media files missing as well including mp4 exports, and some but not all .mov exports from every project.  Also missing are from a foder are .img files containing DVD images.  Unexplainably, some ProRes files recorded on Atomos were untouched, as well as other's that were transcodes from XAVC to ProRes. 

I contacted Adobe Support via chat.  The agent told me that it was not possible for the "clean unused" function to cause all the deletions.  You can specify the media cache directory to be cleaned and in my case it was definitely not the root of the drive, nor any of the media folders.   He said that nobody has reported this issue so far.

All of my media is on a two drive RAID and that was the only drive effected. The good news is that all of my media is backed up, sometimes twice for the most important clients.  Of course restoring all that media will take hours.  Before I do that I'm running a file restoration program (that also takes hours).

Finally, the "clean unused" command may have nothing to do with it, but the fact that no media was deleted from the open project is suspicious. 

This topic has been closed for replies.

25 replies

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BrianSiano2
Known Participant
May 18, 2017

I haven't encountered this problem yet, but I have an important question.

My media cache is located on my C: drive in the usual appdata/roaming/Adobe/Common directory. My actual projects are located on separate hard drives. So now I'm wondering-- does this glitch erase only the files within the cache-drive directory and subdirectories? Or are the materials in other areas of my C: drive in danger?

Because I'd have no way of knowing _if_ this glitch has erased any of my data there. (So far, my projects on other drives are safe.)

Reg Santo Tomas
Adobe Employee
Reg Santo Tomas
Adobe Employee
May 18, 2017

BrianSiano2

In your scenario if you have the preference ON, it will only apply to appdata/roaming/Adobe/Common. With the 11.1.1 change, it will only apply to the sub directories within appdata/roaming/Adobe/Common.

No files outside those directories are impacted.

markm98896402
markm98896402
Participant
May 18, 2017

Just lost my major project do to Adobe.

Mac Pro. Premiere Pro CC 2017.11.1

Large 3TB Doc.  In the middle of working on it 90 minutes ago, media went off line.

With the Finder I went to my media drive and most of the folders were there but the media was not inside.

I lost 2.5+TB of media and project files.

Any recommendations on recovering the files? Will Adobe pay for my buying recovery software?

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robertp34971093
Participant
May 17, 2017

I have lost entire projects!!!!!!!!! Months of work!!!!!!!!!!!!!!!!! Nowhere to be found!!!!!!!!!!!

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sfogden
Participating Frequently
May 17, 2017

Is this a Mac only issue?  I've read the instructions to update to v 11.1.1 however my creative cloud (on Windows) doesn't show any update options. I'm getting very nervous with the GH5 10bit problems and now this. . .

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Spacecat66
Inspiring
May 17, 2017

From the Creative Cloud app, look under the gear icon in the top right corner and choose Check for App Updates. The option to update didn't show up for me until I did that. I updated my windows Premiere Pro to 11.1.1 this morning.

    Reg Santo Tomas
    Adobe Employee
    Reg Santo Tomas
    Adobe Employee
    May 17, 2017

    The latest update (11.1.1) has changed the behavior of the media cache preferences. Instead of deleting files in the selected media cache folder based on the cache management policy preference, only files located in application created in sub directories will be subject for deletion.

    KeulerB
    KeulerB
    Inspiring
    May 17, 2017

    I'm sorry, two things:

    1. Is there some sort of documentation that backs this up?

    2. I ask because I am having a difficult time understanding the writing of your post.

    "only files located in application created in sub directories will be subject for deletion."

    Thanks.

    Mitch W
    Mitch W
    Participating Frequently
    May 17, 2017

    Hi Editboy,

    To be more specific... only files located within the folders Media Cache Files, Peak Files, or Team Projects Cache will be affected by the Media Cache management settings selected in your Premiere Pro preferences. No other files in any other folders will be touched after updating to version 11.1.1

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      Tara T
      Participating Frequently
      May 17, 2017

      This is one of the reasons I don't use a mirroring backup process.  I use WinMerge to manually check for differences between my source and backup files, and just discovered other missing files from the same drive. 

      Adobe, how about emailing all of your licensed PP customers so they have a better chance of recovering or preventing the problem?

        KeulerB
        KeulerB
        Inspiring
        May 17, 2017

        Thank you Patrick for the notification of the update. I booted my PC and wanted to see if the Cloud app would notify me of the update. After 15 minutes, it did not. I opened the app and there it was: Premiere 11.1.1 and Audition 10.1.1.

        For Premiere the addition of the Essential Graphics panel "and more" is mentioned. I would love for someone to confirm that this disaster is indeed fixed. I'm concerned that we may not because that would imply a mistake on Adobe's part. How crazy is this?

        Good luck all...

        BK

        Mod note: Edited for content. Please do not mention legal issues on Adobe forums. It is against our community guidelines.

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        sebrame
        Inspiring
        May 17, 2017

        Never lose site of the fact that Abobe, and all companies, have a hierarchy of allegiance.

        1 - Their shareholders

        2 - Their customers

          KeulerB
          KeulerB
          Inspiring
          May 17, 2017

          In this case I think they might have "some splainin' to do" to the shareholders and especially the customers.

          I'm still recovering my media and am seriously considering requesting a credit on my subscription.

          I've never been a fan of the subscription model. This just gives me more ammo.

          <sigh>

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          leebergtallyAuthor
          Known Participant
          May 16, 2017

          While this situation is awful and I believe, zero fault of any of the users in this thread, please follow the instructions in this link from Adobe Avoid potential deletion of media files in Premiere Pro CC 2017 (11.1)   Sooner than later, I hope Adobe will be accountable for this awful programming blunder.

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          Patrick Faith
          Participant
          May 17, 2017

          How Adobe presented this is totally not acceptable, it was nay impossible to find this thread.  Also even the 11.1.1 patch notes do not even mention this problem.  There needs to be a sticky & email to all accounts with a recommendation for all 11.1 users to perform the recent patch or entire disk array directories could be deleted.

            KeulerB
            KeulerB
            Inspiring
            May 15, 2017

            It happened to me this past Saturday morning. I had heard of the file deletion issue from the Tech Support people at my job, went home to check on my files and every jpeg, mov, Raw and PSD file on my media drive was gone. The folders were preserved, everything inside wiped! I do have a backup, but it will still take quite a while to restore about 2TB of media.

            All I have is a C drive and a 2TB media drive in my PC running Windows 7 Pro. I always kept the Media Cache on the media drive in Media Cache folders. I would select the root and Premiere would create the folders. Apparently, not this version. I double checked the location settings and it showed a path to the root of the media drive. I tried to move it back to the System drive and I would get a pop up message stating that I did not have permission to use the C drive when I'm the Admin. Strange. I tried deleting the prefs, but I guess since I also have 2015.2 installed, they wouldn't completely reset.

            Next, I set up an external hard drive via USB 3. I was able to move the Media Cache there. Then I set the prefs to "do not automatically delete." Then, I inadvertently killed the power to my external drive when I launched Premiere. It then notified me that the Media Cache folder could not be found and that it would be placed in the "default" location. I let it do it and double checked the directory. The proper folders were created on my C drive.

            So, I'm still in the process of restoring my files and have automatic delete turned off. What media has been restored has not been deleted.

            Looking forward to that fix as I also suggested to my employer to upgrade. I'll let you know if I still have a job when I get in...

            Rob K.

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            TallTaleChicago
            Participant
            May 11, 2017

            By the way, this is Adobe's response....

            Avoid potential deletion of media files in Premiere Pro CC 2017 (11.1)

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