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FAQ: What information should I provide when asking a question on this forum?

May 25, 2012 May 25, 2012

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When asking a question on the Adobe Media Encoder user-to-user forum, you can make it easier for folks to help you by proactively providing the answers to the following questions:

  • What version of Adobe Media Encoder? Include the minor version number (e.g., Adobe Media Encoder CS6 with the 6.0.1 update).
  • What other Adobe applications do you have installed, and what application are you using Adobe Media Encoder with?
  • Have you installed the recent updates? (If not, you should. They fix a lot of problems.)
  • What operating system? This should include specific minor version numbers, like "Mac OSX v10.6.8"---not just "Mac".
  • Are you using Adobe Media Encoder through a Creative Cloud Membership subscription?
  • What kind(s) of source footage? When telling about your source footage, tell us about the codecs, not just the container types. For example, "H.264 in a .mov container", not just "QuickTime".
  • If you are getting error message(s), what is the full text of the error message(s)?
  • Is the problem only occurring with a specific output format or encoding preset? If so, which one? If this is a custom preset not included with AME, then upload the preset file to a file-sharing site and provide a link.
  • What were you doing when the problem occurred?
  • Has this ever worked before?
  • What other software are you running?
  • Do you have any third-party codecs installed?
  • Tell us about your computer hardware. Be especially certain to tell us about third-party I/O hardware (e.g., AJA, Matrox, Blackmagic, MOTU).
  • Are you using Mercury Playback Engine GPU Acceleration in Premiere Pro?

Screenshots and sample movies are often very useful in showing exactly what you're seeing, and can thus make getting an answer faster and easier.

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