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Crashes with MP4 files

New Here ,
Apr 21, 2023 Apr 21, 2023

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AE 23.3.0 crashes when opening mp3 file, also Premiere Pro don't open mp4 files?? Mov type files work well in both applications.

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New Here ,
Apr 21, 2023 Apr 21, 2023

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Correction:

AE 23.3.0 crashes when opening MP4 file, also Premiere Pro don't open mp4 files?? Mov type files work well in both applications.

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Community Expert ,
Apr 21, 2023 Apr 21, 2023

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Do the same MP4 files play in other software on your computer?

 

Marek Mularczyk
Adobe Certified Expert and Instructor

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New Here ,
Apr 24, 2023 Apr 24, 2023

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Yes, the mp4 files in question work well in the Final Cut Pro application.
A more detailed explanation below in Nishu's answer.

Br, Seppo

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Adobe Employee ,
Apr 21, 2023 Apr 21, 2023

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Hey there Seppo29014114wyrb,

 

I'm sorry to hear about the crash! Does this happen with all MP4 files or just specific ones? And where did you get the footage from? To better help you, could you share your system specifications like CPU, GPU, RAM, and OS version?

In the meantime, have you tried resetting your preferences? Here's a helpful link to guide you through the process: https://community.adobe.com/t5/after-effects-discussions/faq-how-to-reset-trash-preferences-in-after... Give it a try and let us know if it makes a difference.

Looking forward to helping you out!

 

Thanks,

Nishu

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New Here ,
Apr 24, 2023 Apr 24, 2023

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Hi Nishu,

 
Now I found the guilty, but not the reason. Only mp4 files from my DJI Mavic Pro drone cause AE and Media Encoder to crash and Premiere Pro to freeze, but mp4 files from other cameras and applications work fine.
This is a new feature for the Adobe applications in question, previously those drone mp4 files have worked fine.
MP4 files from my DJI Mavic Pro drone work fine in Final Cut Pro application.
 

I have:

2,2 GHz 6-ytiminen Intel Core i7

-Radeon Pro 555X, 4 G Intel UHD Graphics 630, 1536 Mt

-16 Gt 2400 MHz DDR4 , 12 Gt to Adobe applications

- macOS 13.3.1 (22E261)

 

Thanks,

Seppo

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Adobe Employee ,
Apr 27, 2023 Apr 27, 2023

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Hi Seppo29014114wyrb,

 

Is this issue occurring with a specific MP4 file? If that's the case, I recommend transcoding the file using HandBrake or a similar tool. If you're able to open the file in Final Cut, you can use that for transcoding as well. Sometimes, media files can become corrupted, causing applications to malfunction.

I hope this helps!

 

Thanks,

Nishu

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New Here ,
Apr 28, 2023 Apr 28, 2023

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Hi Nishu,

 

This problem occurs with all mp4 files I shoot with the DJI Mavic drone. All other mp4 files work fine.
This problem did not occur until two months ago, everything was working fine.

Yes, this can be handled by first translating with FCP, but it is quite slow in the long run.

 

Thanks,

Seppo

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Adobe Employee ,
Apr 28, 2023 Apr 28, 2023

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Would you be comfortable sharing a sample file that replicates the issue? If you'd prefer not to share it publicly, you can send it to me via direct message.

Looking forward to your response.

 

Thanks,

Nishu

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New Here ,
Apr 29, 2023 Apr 29, 2023

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I made a very small mp4 file for this. Also this little file causes my AE to crash.

 

Thanks,

Seppo

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Adobe Employee ,
May 03, 2023 May 03, 2023

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Hi Seppo,

 

Recording it on the phone might not work. Would you consider uploading the actual file to Creative Cloud and sharing the download link with us?

 

Thanks,

Nishu

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New Here ,
May 03, 2023 May 03, 2023

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I just sent the file to Creative Cloud, not sure if I did it right.

 

Thanks,

Seppo

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Adobe Employee ,
May 04, 2023 May 04, 2023

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Did you send it via DM? It seems I didn't receive it. Could you please try sharing the link again?

Looking forward to your response.

 

Thanks,

Nishu

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New Here ,
May 04, 2023 May 04, 2023

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Hi Nishu,

 

Sorry, I don't understand what is "via DM"?
Can I send a file as an email attachment?

 

Personal information removed by Mod.

 

Thanks,

Seppo

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Adobe Employee ,
May 05, 2023 May 05, 2023

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Hi Seppo,

 

Sorry for all the trouble. When you open my profile, you'll see a button that says "Send a message" (screenshot below). Click on it, and you can send me a direct message (DM).

If you'd like, you can reach us by phone or chat for 1 to 1 support: https://helpx.adobe.com/contact.html 

Please note that I removed your email address from your comment, as sharing personal information in the community is prohibited.

nishu_kush_0-1683298666684.png

Thanks,

Nishu

 

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