No audio when transcoding from MOV to MP4

New Here ,
Nov 06, 2016 Nov 06, 2016

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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?

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correct answers 1 Correct Answer

Adobe Employee , Nov 07, 2016 Nov 07, 2016
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" indic...

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Adobe Employee ,
Nov 07, 2016 Nov 07, 2016

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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?

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New Here ,
Nov 07, 2016 Nov 07, 2016

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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

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Adobe Employee ,
Nov 07, 2016 Nov 07, 2016

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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?

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New Here ,
Nov 07, 2016 Nov 07, 2016

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This worked great, thanks a lot

(I had no previous version)

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