Media Encoder jobs crash before finishing the transcode / export.

[Matt27801243432x]

Hi there,

We've had colleagues report issue across both 24.0 & 24.1 (unsure as to whether or not they have tested with 24.1.1 - have chased to clarify) versions of AME. Exports are attempted using a Apple ProRes 422 HQ interlaced profile but fail to complete every time. 

My understanding is that users were initially on 24.1 when encountering this issue. Rolling back to 24.0 worked briefly, but has since resulted in the same issues cropping up. The source location of the media is always the /var/folders/ location (which I believe to be the local Mac Storage?). 

The consistent error messages we see are 'The Operation was interrupted by the user' - there is no such physical action / interference by colleagues as far as I understand, and whilst they continue to use their respective devices during the export action, the useage should be no more different / extreme than usual where we have never really seen issues like this. 

I've next queried if they rolled back their version of Premiere Pro in conjunction with the AME rollback - to see if discrepencies between the respective software versions could be causing issue (they commonly edit in Prem. and send to AME to export). I can update in here when I find this out. 

Lastly, this particular user (the example in the attached screenshot) should be running an up-to-date Sonoma OS (MacOS 14.0). If I am incorrect about this, I will update the chain. 

Thank you,

Matt

[EckiAME]

Sorry for your issues. Some questions: Do you have anti-virus software installed? Did you try to export to a different location? Did you upgrade you macOS to latest?

[Matt27801243432x]

Hi Ecki, 

In the time since raising this - the application seems to have starting working for the colleague again. However, in answer to your questions:
Export Location - it seems all attempts were made to the same folder on our isilon. No attempts to save elsewhere were made (from the logs I can see).
MacOS - Should be updated to latest MacOS (14, Sonoma). 
Anti-Virus - We vary based on company build and otherwise, so there will likely be one of two options installed on this machine. I can find this out for you and comment back. 

Thank you,

Matt

[EckiAME]

I am happy that it currently works for you. Please keep us posted.