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

[Felix Mack]

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.

[Felix Mack]

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

[JohnColombo]

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  

[Felix Mack]

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.

[nishu_kush]

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

[Felix Mack]

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!

[nishu_kush]

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

[Felix Mack]

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?

[nishu_kush]

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