Skip to main content
L
Lyhrus
Inspiring
December 4, 2019
Answered

MacOS Catalina: AE 2020 freezes when exporting to MediaEncoder

  • December 4, 2019
  • 4 replies
  • 3917 views

I recently updated to MacOS Catalina. Since then AE2020 stops the rendering export while loading Media Encoder 2020 when it comes to load the "ImporterQuicktime.bundle". A message pops up "Adobe Media Encoder has encountered an unexpected error and cannot continue".

 

I uninstalled the 2020-versions of AE and AME, reinstalled the 2019-versions – same problem, so it has to do with Catalina and maybe something concerning Quicktime. The problem only occurs during the rendering export from AE to Media Encoder. Opening Media Encoder as a stand alone instead works fine. I noticed that "ImporterQuickTime.bundle" seems to be the last element in the row to be loaded.

 

I would appreciate any advice or suggestion. Thanks.

    This topic has been closed for replies.
    Correct answer Lyhrus

    I also chattet with an expert from Adobe.

    • He told me to delete all Adobe related stuff (see below). Which I did, but the issue was not solved.
    • Then he asked me to create another user account on my Mac to test it there. The problem did not occur again. So my main account seemed to be corrupted during the update from macOS Mojave to Caralina.
    • The Adobe expert recommended to contact the Apple support to merge the two admin accounts.
    • But I preferred to format my Mac which I use to do from time to time anyway. The issue was solved by that.

     

    Here comes the list of things I was to told to delete by the Adobe expert:

     

    For Mac :

     Delete all the files and folders named Adobe or * marked below:

    ~ Files / Folders ~

    /Applications/Adobe*

    /Applications/.AdobePatchFiles* (hidden, use Go > Go to Folder command)

    /Applications/Utilities/Adobe*

    /Library/Application Support/Adobe*

    /Library/Application Support/FLEXnet Publisher/*

    /Library/Preferences/com.adobe*

    /Library/Preferences/FLEX net Publisher/*

    /Users/[user]/Library/Application Support/Adobe*

    /Users/[user]/Library/Caches/Adobe*

    /Users/[user]/Library/Caches/com.adobe*

    /Users/[user]/Library/Preferences/Adobe*

    /Users/[user]/Library/Preferences/com.adobe*

     Please delete all * marked or files named adobe.

     

    Once the files are cleared, download & install creative cloud desktop app from the link below :

     https://creative.adobe.com/products/creative-cloud

     

    4 replies

    B
    bryanc68188929
    Participating Frequently
    January 27, 2021

    This happens to me every time a new version of ME comes out. I delete these folders and uninstall and reinstall and uninstall and reinstall a bunch and eventually it works out (or at least it has so far). I've never had to go so far as to completely reformat the computer/make a new account. But as I do this ritual AGAIN (because it keeps happening) I'm wondering if there's a better solution out there? All of the options seem extreme or not especially effective. Is Adobe doing anything to address this issue?

    N
    Nick Clement
    Participant
    April 7, 2020

    Same, ditched 2020 and went with AE 2019 which you can get from the CC installer. AE2020 seems flaky. 

    [abuse removed by moderator]
     
    nishu_kush
    Community Manager
    nishu_kushCommunity Manager
    Community Manager
    December 4, 2019

    Hi NUMOON,

     

    Thanks for reaching out. We would be happy to assist you with the Media Encoder freeze issue.

    Are you having this issue while exporting a particular project or all of them? Also, please share your system specifications (CPU, GPU and RAM).

    Looking forward to your reply.

     

    Thanks,

    NKush

      L
      LyhrusAuthor
      Inspiring
      December 4, 2019

      Hi NKush, thanks for your reply. I had the issue with several projects, I tried that out, too. Meanwhile I created a second admin account and retried the export there using a dummy project – and it worked fine. So it has something to do with the admin account which seems to be corrupted during the update to macOS Catalina 10.15.1.

      MacBook Pro (Late 2013)

      16GB RAM

      Quadcore Intel Core i7

      NVIDIA GeForce GT 750M 2GB VRAM

       

       

       

      L
      LyhrusAuthorCorrect answer
      Inspiring
      December 6, 2019

      I also chattet with an expert from Adobe.

      • He told me to delete all Adobe related stuff (see below). Which I did, but the issue was not solved.
      • Then he asked me to create another user account on my Mac to test it there. The problem did not occur again. So my main account seemed to be corrupted during the update from macOS Mojave to Caralina.
      • The Adobe expert recommended to contact the Apple support to merge the two admin accounts.
      • But I preferred to format my Mac which I use to do from time to time anyway. The issue was solved by that.

       

      Here comes the list of things I was to told to delete by the Adobe expert:

       

      For Mac :

       Delete all the files and folders named Adobe or * marked below:

      ~ Files / Folders ~

      /Applications/Adobe*

      /Applications/.AdobePatchFiles* (hidden, use Go > Go to Folder command)

      /Applications/Utilities/Adobe*

      /Library/Application Support/Adobe*

      /Library/Application Support/FLEXnet Publisher/*

      /Library/Preferences/com.adobe*

      /Library/Preferences/FLEX net Publisher/*

      /Users/[user]/Library/Application Support/Adobe*

      /Users/[user]/Library/Caches/Adobe*

      /Users/[user]/Library/Caches/com.adobe*

      /Users/[user]/Library/Preferences/Adobe*

      /Users/[user]/Library/Preferences/com.adobe*

       Please delete all * marked or files named adobe.

       

      Once the files are cleared, download & install creative cloud desktop app from the link below :

       https://creative.adobe.com/products/creative-cloud

       

      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices