No audio when transcoding from MOV to MP4

[Guest]

Hello!
I transcoded 1920x1080px MOV videos to 1280x720 px MP4. The MP4 files are created; image is fine, but there is no sound anymore.
What should I do?

[MMeguro]

Which version of Media Encoder are you using?

Could you tell me the video codec (such as H.264, Cineform, Prores and so on) used in your MOV file?

[Guest]

I use CC 2017
The MOV is H.264 I guess.
Here is a MOV file I try to convert (with audio) : Claire 01.MOV - Google Drive

That's the result (no sound) : Claire 01.mp4 - Google Drive

[MMeguro · Accepted solution]

Thank you for the files.  So far, I couldn't see the problem.  I could encode the file with audio properly.  Did you happen to have a previous version of Media Encoder and upgraded to CC 2017?  If you have a previous version installed, do you see this problem there?

This could be caused by a corrupt cache file and you may need to clear cache files.

Please go to the Media Encoder's Preferences menu > Media.  Please take a note of the locations of "Media Cache Files" and "Media Cache Database" indicated there.  Once you quit all Adobe applications, please go to this location and delete folders called "Media Cache Files" and "Media Cache".  Then, while holding the shift key, please launch Media Encoder.  Does this solve the problem?

[Guest]

This worked great, thanks a lot

(I had no previous version)

[Adam Ericson24610316qncb]

I know this isn't helpful to this post but I was having a similar problem on 2018's encoder. No idea why I was using it in 2022. Check your version to anyone currently with the same problem, I swapped over to 2022. My system downloaded the 2018 encoder by default which for some reason was incapable of keeping audio with MOV to MP4 converts. 

With 2022 I was flying clean and there was no need to delete any cached files. Hope this helps somebody.

[Flowz252740417ev4]

For me it was setting the audio codec to MPEG instead of AAC in the codec settings by clicking on the H264.