"Media offline" error after last update

New Here ,
Feb 22, 2017 Feb 22, 2017

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Good evening,

Ever since the latest update, as of 22 February 2017, when I queue items from Adobe Premiere Pro to be exported as H.264 .mp4 files via Media Encoder, when I later open up those files, I just get the intended length of the file with a message in a dozen languages saying "Media offline."

Did the settings that I need to set change upon update? Or was this software update released before it was fully tested, and it is no good?

Please update and/or advise.

Media offline message.JPG

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correct answers 1 Correct Answer

Feb 24, 2017 Feb 24, 2017
Hi reubenc74523759,I apologize for this trouble.What is the source and location of your media files?Please clean the media cache in Premiere Pro and then queue your sequence in AME.FAQ: How to clean media cache files? Thanks,Kulpreet Singh

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Feb 24, 2017 Feb 24, 2017

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Hi reubenc74523759,

I apologize for this trouble.

What is the source and location of your media files?

Please clean the media cache in Premiere Pro and then queue your sequence in AME.

FAQ: How to clean media cache files?

Thanks,

Kulpreet Singh

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Adobe Employee ,
Mar 01, 2017 Mar 01, 2017

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Hi reubenc74523759,

Have you tried the steps suggested by Kulpreet? Have you resolved the issue?

In addition to Kulpreet step, If you are in Windows operating system, try the following

1. In Media Encoder Preferences > Media > Uncheck "Enable Accelerated Intel h.264 decoding(requires restart).

2. Restart Media Encoder

3. Queue export again & test the export.

Please let us know the status.

Thanks,

Vidya Sagar.

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New Here ,
Mar 02, 2017 Mar 02, 2017

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Thank you for support. Clearing the cache seems to have solved the problem.

-RC

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Mar 03, 2017 Mar 03, 2017

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You are welcome, RC.

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New Here ,
Apr 26, 2018 Apr 26, 2018

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Hi Guys,

I have the same issue on Mac Pro.

I open my project and selected clips are "OFFLINE", when I try to sync the file again they remove the clips completely...

Please advise on a fix/update.

My deadlines are now having to be pushed out!

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New Here ,
Apr 26, 2018 Apr 26, 2018

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I've also tried all of the above suggestions but with no progress

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