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After Effects 23.6.0 Build 62 won't import QuickTime files with error

Participant ,
Aug 11, 2023 Aug 11, 2023

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Currently I have issues importing certain quicktime files into AE 23.6.0 Build 62 on an m1ultra mac studio ventura 13.4.1 

I've had a similar issue in a previous build of AE on an intel imac, that was resolved with a newer build. 

 

It has the following error:

 

Encountered errors while importing selected items.

 

1) After Effects error: could not open source file. Pleasecheck that file exists with correct permissions.

2) After Effects error: file '*filename' cannot be imported - this 'MooV' file is damaged or unsupported.

 

However, these mov files open fine in quicktime player and Media Encoder also has no problems.

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Participant ,
Aug 11, 2023 Aug 11, 2023

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The same files import fine on an intel imac 5k on AE 23.5.0 (build 52)

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Adobe Employee ,
Aug 14, 2023 Aug 14, 2023

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Hi @Felix Mack,

Could you try cleaning the media cache via Preferences > Media & Disk Cache > Conformed Media Cache > Clean Database & Cache? It sounds like there may be cached data that is interfering with the import.

 

Cheers,

- John, After Effects Engineering Team  

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Participant ,
Aug 14, 2023 Aug 14, 2023

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Thanks, I tired that, but the error remains. For some reason it's only having issues with .mov Prores files. The MP4 is fine.

To add some more detail, these were originally online only files from dropbox, so the error makes total sense while they are just a local alias file, but once they are synced to the local drive, I would hope they would import fine.

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Adobe Employee ,
Aug 16, 2023 Aug 16, 2023

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Hi Felix Mack,

 

Are you able to import the file if you rename it or save it to a different folder/location which is not synced with a cloud?

Let us know.

 

Thanks,

Nishu

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Participant ,
Aug 16, 2023 Aug 16, 2023

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Hi - I tried copying it to another drive with the same name, and now it imports fine. So that must mean the media cache isnt clearing correctly and seeing the file on the original drive as only an alias? Thanks!

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Adobe Employee ,
Aug 17, 2023 Aug 17, 2023

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I see! Do you mind sharing a screen recording that shows the problem as well as the workaround? I tried to reproduce this but it worked as it should. A screen recording would be helpful to understand better.

Looking forward to your response.

 

Thanks,

Nishu

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Participant ,
Aug 19, 2023 Aug 19, 2023

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actually, just changing the filename makes it import correctly, no need to copy it. I guess that must mean the media cache is still not cleared and referring to the last status. Is there a way to manually delete it?

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Adobe Employee ,
Aug 28, 2023 Aug 28, 2023

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That's great. Thanks for sharing the update.

We're investigating this. In the meantime, can you try reaching out to the Drop Box support and see if they can help?

Looking forward to your response.

 

Thanks,

Nishu

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