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Question

Media files deleted after 2017.1 upgrade

Forum|Forum|9 years ago
April 21, 2017
25 replies
27075 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.

premire pro 2017

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T

TallTaleChicago

Participant

This sounds a lot like the issue I have been trying to figure out. I have been working for 2 years on a major feature documentary. We had 14.5TB of footage with no issues. Last week I added 400GB of new footage the way I always do (copy media from external hard drive to the 24TB Promise Pegasus RAID. After the transfer was complete, I opened up the premiere project and 8,162 files were missing. I went looking for them to reconnect (maybe they were accidentally moved somehow???). 10 TB of data was missing. And it was very randomly selected. And it most definitely was not all over 90 days old, but the more I read of this thread the more it sounds like the automatic cache clearing happened to me. What I can't understand for the life of me is...

1. Why did actual media get deleted in addition to cache files?

2. Why was it so randomized?

3. Where did it go? Why didn't it go into a trash bin or some other retrievable area first?

4. Why was I not notified by the system that this was occuring or about to occur?

5. How does 10 terabytes of data disappear instantly? It should have taken hours to move or delete this information, right?

i have backups of the media, but not some of the documents. This is a MAJOR issue for the workflow of this film, and I am now concerned it will happen again to this project or others. I'm pissed off that this glitch has occurred. I called adobe and they refused to accept the possibility that Premiere caused the purge. The company that makes the RAID has no idea how it could have occurred, and Apple is obviously no help.

justiny72990083

Participant

This happened to me, and for the life of me couldn't figure out what happened.

3TB of actual media... vanished instantly. Has anyone been able to recover this or is it truly gone?

holacachetecomoestastu

Participating Frequently

I used a demo/free trial from Data Rescue 4 and detail-scanned my hard drive. It took a while but It was able to find a bunch of the files. I hope that helps.

holacachetecomoestastu

Participating Frequently

This has happened to me three times this last week, it started happening right after upgrading. Luckily, I have backups but I've had to restore all of my files 3 times, 3 TIMES! -- an entire week and a half of panicking and work wasted. Today it happened again. I don't really know what to do because I have deadlines for next week and I can't just keep losing files and restoring them. If I downgrade to the previous version then I won't be able to open the projects that were converted to the new version.

L

leebergtallyAuthor

Known Participant

I opened a project yesterday that had previously been fine (In fact it was the project open when all of that media went missing). The missing media panel showed many files offline, however I skipped "search and locate" and continued to open the project. Fortunately all of the media was there, it just took a few minutes to get past "media pending."

D

dyingbirdproductions

Participant

Same thing happened to me. Happened on one drive. Assumed it was dying. Brought another one, and moved media cache folder. Then it happened on that one!

Sigh.

L

leebergtallyAuthor

Known Participant

Hi dyingbirdproductions:

When this happened did you click on the "Clean Unused" button in the Preferences, Media Cache Tab? That's what I believe caused my issue that initiated this thread. After that I have not made the same choice and haven't had a problem with missing media.

Lee

F

Furrybear

Participating Frequently

Hi Lee,

I didn't click on the button, but noticed my media gone after I exported my first rough edit. Any clue what may have caused my issue? I would really HATE for this to happen again.

steveh17702721

Known Participant

I had this exact same experience - all of my xavc based media files that were on a separate raid and a lot of other stuff like jpegs and mp4's were also missing... around 3Tb's of media ... what I don't understand is where did it go...? All of the F55 and F5 folder structures are present but in the clips folder there is only XML files - scared the living daylights out of me!!! And took me 2 anxious days to rebuild the projects back up.

i would have thought that this is a major issue for Adobe engineers to address..

anyway just thought that I would put this out there in the hope that someone will take this seriously and look at it.

please Adobe look at this!!!

Steve Hopes - Sydney 0411275114

R Neil Haugen

Legend

Adobe provides these forums as primarily a user-to-user help system. Other than at roll-outs, nearly all the staffers you see posting here (with Adobe "badges" rather than avatars) are under Kevin Monahan in Product Support .... not actually on the PrPro development team. If you see say Trent Happel though, and a few others ... they are on the product team.

Those of us with ACP (Adobe Community Professional) or MVP badges are other users who spend a lot of time helping out peers. And of course, we aren't within the development team either. Although some of us do attend say NAB as I'm doing at the moment ... JasonTCox is also here, as is Szalam ... and from that I have met and know who some of the engineers are.

For direct communication on major issues, it's best to file a bug report. Normally engineers and especially the managers who decide what the engineer's budget is directed at don't view these forums. The bug results get delivered to all senior staffers to peruse, however. That's easily the best way to get an issue logged and and listed as X-percentage seem to have this issue.

https://www.adobe.com/cfusion/mmform/index.cfm?name=wishform

Neil

Everyone's mileage always varies ...

L

leebergtallyAuthor

Known Participant

Thanks Neil!

Kevin J. Monahan Jr.

Legend

Hi Lee Berg Tally,

There are new media cache preferences to trash media cache that is over 90 days or whatever threshold you choose. It was likely automatically deleted. It should automatically rebuild itself once you start using the project, but of course, that may take time. Sorry for that.

You say that your actual media files were deleted, though? How were these files originally moved from your camera? How were they ingested? Didn't they reside on a separate media drive? Sorry if I'm not fully understanding your plight.

Thanks,
Kevin

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio

F

Furrybear

Participating Frequently

This isn't the exact same thing but I have just now had files disappear on me. I've been working on a project all this week with no problems. Yesterday, I upgraded and now today, after I export a rough cut, I go to import the current sequence into a newly created project and it tells me I have missing files. I manually look for them in Finder and when I open the folders, my footage in two different folders from two different cameras is gone. I had three cameras and the third camera's footage is still there, but the other two are no where to be found. These files were saved on my external hard drive which is a WD My Passport. I have never had problems like this before. Please help because I'm panicking because this is my first big paying gig and I was supposed to be sending a new version to my client today.

Kevin J. Monahan Jr.

Legend

Hi Furrybear,

Actually, this sounds very similar to the OP's issue. I just read your post and that is most unfortunate. Let me see if there are any known issues around media going missing and I'll report back as soon as I can.

Thanks,
Kevin

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio

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