Media Encoder CC2019 crashing and errors on iMac Pro - any advice?

Explorer ,
Jan 08, 2019 Jan 08, 2019

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I'm experiencing constant software crashes and errors while transcoding 4k video (predominantly from ProRes to H264 or H265) on AME CC 2019 v.13.0.2

Computer specs

10-core iMac Pro running Mojave 10.14.2

64gb RAM

Radeon Pro Vega 64 16368 MB

Almost every time I queue up a batch to process I end up with a freeze (software, not computer), and have to force quit and restart. Even stranger, the files in the queue marked as 'done' do not appear in the destination folder. I've never seen this before in years of AME / Apple use. I know it takes some time for Adobe to get its software running nicely on new Mac models and OS, but I feel like I've waited long enough for these problems to be addressed.

File encoding is a big part of my work, and at this point I'm going back to my 2011 iMac just to make sure the job gets done.

Any help or suggestions greatly appreciated.

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Adobe Employee ,
Jan 08, 2019 Jan 08, 2019

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Hi OpticalSound,

Sorry to hear about the crash issue that you are getting while trying to export using Media Encoder. Do you get any crash or error log? Would it be fine if you can share it with us?

Thanks,

Shivangi

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Explorer ,
Jan 09, 2019 Jan 09, 2019

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Thanks for the reply Shivangi.

I don't actually have a proper crash log because AME is simply freezing and I have to force quit, which I don't think generates a crash log, unless I'm mistaken?

However this is a copy of my latest attempt, from the AME Encoding Log

01/09/2019 12:44:39 PM : Queue Started

- Source File: /Volumes/AMAZON_360/PRORES_EXPORTS/MANDIOCA_3.mov

- Output File: /Volumes/AMAZON_360/264 STITCHES/MANDIOCA_3.mp4

- Preset Used: Custom

- Video: 4096x2048 (1,0), 25 fps, Progressive, Hardware Encoding, 00:05:26:02

- Audio: AAC, 320 kbps, 48 kHz, Stereo

- Bitrate: VBR, 1 pass, Target 50.00 Mbps

- Encoding Time: 00:06:05

01/09/2019 12:50:46 PM : File Encoded with warning

------------------------------------------------------------

File importer detected an inconsistency in the file structure of MANDIOCA_3.mp4.  Reading and writing this file's metadata (XMP) has been disabled.

Adobe Media Encoder

Could not write XMP data in output file.

------------------------------------------------------------

- Source File: /Volumes/AMAZON_360/PRORES_EXPORTS/MUSIC_DANCING_3.mov

- Output File: /Volumes/AMAZON_360/264 STITCHES/MUSIC_DANCING_3.mp4

- Preset Used: Custom

- Video: 4096x2048 (1,0), 25 fps, Progressive, Hardware Encoding, 00:02:27:23

- Audio: AAC, 320 kbps, 48 kHz, Stereo

- Bitrate: VBR, 1 pass, Target 50.00 Mbps

- Encoding Time: 00:02:14

01/09/2019 12:53:01 PM : File Successfully Encoded

- Source File: /Volumes/AMAZON_360/PRORES_EXPORTS/MUSIC_SHOT_1_IMPROVED.mov

- Output File: /Volumes/AMAZON_360/264 STITCHES/MUSIC_SHOT_1_IMPROVED.mp4

- Preset Used: Custom

- Video: 4096x2048 (1,0), 25 fps, Progressive, Hardware Encoding, 00:03:14:20

- Audio: AAC, 320 kbps, 48 kHz, Stereo

- Bitrate: VBR, 1 pass, Target 50.00 Mbps

- Encoding Time: 00:02:57

01/09/2019 12:55:59 PM : File Successfully Encoded

So perhaps the first file failed because of something wrong with the file itself - but even with the files which report as successfully encoded do not appear in the destination folder. Very strange.

If AME crashes proper I'll come back with the report. It's currently frozen and not doing anything, so could be pretty soon!

Any help much appreciated, really missing not being able to use this on my workhorse machine.

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Explorer ,
Jan 09, 2019 Jan 09, 2019

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Here's the link to the crash log (it's about 65 pages long)

Crash Log - Google Drive

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Explorer ,
Jan 11, 2019 Jan 11, 2019

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Ok, gone back to AME version 12, seems to be working. Also tested version 13 on my Macbook Pro, exactly the same problem as described in the OP.

Not very impressive performance from Adobe I must say, but at least I'm getting my transcodes out of the door.

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Explorer ,
Jan 11, 2019 Jan 11, 2019

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Err, spoke too soon.

The 'completed' files are at least now appearing in the target folder, but are zero bytes in size (seems like the file headers aren't being written), and are accompanied by an .xmp file of the same name.

Ffs. Do I really have to go back to Apple Compressor?

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Explorer ,
Jan 11, 2019 Jan 11, 2019

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And the next chapter in this amazing conversation with myself - Exporting to Desktop instead of the same drive as the source files does seem to work, producing working, readable files of an appropriate size.

Not ideal, but maybe this helps work out what the problem is.

If, in fact, there is anyone working on this.

Hello..?

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Adobe Employee ,
Jun 18, 2019 Jun 18, 2019

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I'm sorry for the delay in response. Somehow, I was not getting the notification for your responses. Are you still facing the issue? If yes, then I'm here to help you and provide my undivided attention to this issue.

Here's a suggestion to start with:

Did you check the issue after changing the location for the exported file and the source file?

Let me know.

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