Media Encoder - Exports Wrong Audio

[yasmincam]

I've had this problem since the beginning of the year when I put anything in Encoder it exports the wrong audio. Say if someone is talking on the video, it'll have the completely wrong audio for it. I then go back to the Premiere project and the audio is fine and end up having to export it via Premiere, which is a waste of time when I could be getting on with editing another video.

We thought this problem could have something to do with the Macs that we use, so we got new ones, but this hasn't solved the problem. I've just updated to the 12.1.1 update, as I saw this fixed some bug issues but it still hasn't exported properly.

I've been on the chat and on the phone with Adobe, but every time they try to help they just delete a bunch of cache files but that doesn't work.

I really hope someone can help!

[Jeff Bugbee]

By wrong audio do you mean it is using audio from another media file?

Does this happen in every project?

If you start a new project with only 1 media file, make a new sequence with it, and export through Media Encoder, does the wrong audio show up again?

[yasmincam]

Yes, it takes audio from another media file.

This has happened more than once and not just on my Mac.

We use more than one media file as we edit Wedding videos, which last up to 30 mins long. So it is very frustrating when I wait for Media Encoder to finish exporting and the audio is wrong.

[Jeff Bugbee]

I understand you normally work with more than one media file, the reason I asked for you try a new project with one file was to see if the "wrong audio" file was being pulled from the same project or elsewhere.

Try this:

Navigate to /Users/YourUserName/Library/Application Support/Adobe/Common

(The user library folder is hidden by default, in Finder, you may have to hold option, click Go at the top menu bar, then click Library)

Should be several folders in here. Delete (or rename)

Media Cache

Media Cache Files

What may be happening is that your sequences are referencing old files in your cache that were named the name as in previous projects. This has happened to my editors on occasion.

[yasmincam]

Okay, so every time I go to export delete all the cache files?

[Jeff Bugbee]

No, do this once and see if it resolves your issue for the time being.

[Bortz]

We are seeing this issue at our organization too. It is costing us money by creating incorrect audio files being sent out for transcription.

[Jeff Bugbee]

Did you follow the steps outlined above? Yasmincam stopped responding so I assume clearing his cache resolved his issue.

[yasmincam]

I cleared the cache files and exported from encoder and it worked. However, I exported from another project and it did not work. As I said in my first question deleting cache files is not a permeant solution, but it is the only option that Adobe can suggest, which is not very useful as I cannot keep deleting the cache files and then waiting for audio to load. It's very frustrating and a big time waster.

Sorry for sounding blunt but I've had this encoder problem for 6 months...

[Jeff Bugbee]

Let's be clear: Adobe is not suggesting to clear the cache. I am. I do not work for Adobe, I just use their software like you.

Your second project: does it by any chance use any of the same files as the first project? Or does it contain different files but perhaps they have the same file names? Also are both these projects cache location set to the same folder?

You could attempt to pick a different cache folder as well, see if that helps with the issue.

(I'm just throwing out ideas, I haven't had this exact issue before but I've had similar ones where examining what I've stated above as helped)

[OwlBoyDotCom]

I have seen this issue since 2016.

[vangogodesign]

Change the original file names to something different. Make sure there are no duplicate names.

Could not for the life of me find the cache files on windows 10! Please show images.

[Jeff Bugbee]

[weccleston]

I've had this very same issue with Media Encoder for years (at least 4 years) and over many, many versions of the application and the Mac OS.  In my case it usually occurs where there is an audio dissolve, but not always.  Every few months I'll start trying to export with Media Encoder again, and some exports will work fine, then I'll have the glitch again and regrettably go back to exporting straight from Premiere.  It's maddening.  So wish it would be fixed.

[SAFEHARBOR11]

This may help moving forward - copy ENTIRE contents of SD card to a unique folder on hard drive. Keep original folder structure of SD card, copy it all over.

In Premiere, Import footage using Media Browser, rather than File > Import method. This should eliminate the problems you are having.

Thanks

Jeff

[weccleston]

Why, if I might ask?

[weccleston]

Note that Premiere ALWAYS plays and exports the correct audio.

[SAFEHARBOR11]

"Why, if I might ask?"

1) That is what Adobe recommends

2) Will import spanned clips as one video clip, avoids gaps/glitches on timeline

3) Can help with audio issues for some clips

4) Can help keep files with same names separated (your issue)

5) And so forth

Consider that you might have clips from several SD cards, all having the same name of 0001.mts for example. When you just Import those clips, and Premiere creates temp audio files for that clip, it might possibly come back later and grab audio from the wrong 0001.mts clip. By using Media Browser, that considers more of the folder structure/path of the clip, along with supporting metadata within the SD card folder structure, that may help Premiere to see the clip as unique to better differentiate it from other clips with the same name.

I don't know the specific mechanics of it, I just know Media Browser is how I do it and have never had the mixed up audio. And of course the seamless joining of spanned clips (from long recordings) is reason enough to do it.

Thanks

Jeff

[weccleston]

This is in fact not my issue at all (files with same names) and I suspect

has nothing to do with this problem, but I'll give it a shot.

On Fri, Nov 2, 2018 at 2:59 PM SAFEHARBOR11 <forums_noreply@adobe.com>

[Bortz]

This is _still_ happening. With a fresh install, on a brand new machine.

It is infuriating.

[weccleston]

Yep, still no good. It’s been at least 5 years now that I can’t export with media encoder. Amazing, isn’t it?

Sent from my Cosmic Ray Helmet.

[mfatony]

Has anyone resolved this issue? I am starting to have this same problem. My exports have not begun to export old audio.

[danm32376722]

This unfortunatly happens to me often as well. My solution is to manaully delete cache and restart PC. What a pain.

[Wunjo5CAA]

For anyone here facing this problem, my solution was to "save as" my after effects (or premiere if its your case) file, and give it a new name, add a number in the suffix for example. Then, from there, by re-adding the comp to the media encoder got it to render with the correct audio.
I believe it has something to do with some cache data that is stuck in a tmp folder somewhere.

[James26624050ekdy]

I resolved this by manually deleting the cached files.   In media encoder, you can find the path cached info.   I noticed that cleaning with the provided button did not delete all of the files and I still had issues with the wrong audio.  After manually deleting the cache files, it fixed the issue.