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Error Retrieving Frame

New Here ,
Feb 12, 2024 Feb 12, 2024

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Show Event massage - Error Retrieving Frame. Please Solve This Problem as soon as Possible

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correct answers 1 Pinned Reply

Adobe Employee , Feb 12, 2024 Feb 12, 2024

Does the problem happen with every .mxf, or just this one?

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Adobe Employee ,
Feb 12, 2024 Feb 12, 2024

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Does the problem happen with every .mxf, or just this one?

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New Here ,
Feb 12, 2024 Feb 12, 2024

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Problem with every .mxf File

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Adobe Employee ,
Feb 12, 2024 Feb 12, 2024

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Strange. 

You say every .mxf file; do you mean every .mxf file from that same source, or does the same thing occur when using a new .mxf file, that PPro (or AME) have rendered? 

Did previous versions of PPro not encounter any problems, with the same .mxf files?


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New Here ,
Feb 12, 2024 Feb 12, 2024

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I have used past 6month this project and same file format (mxf) no problem.
Problem start when working yesterday.

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Adobe Employee ,
Feb 12, 2024 Feb 12, 2024

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>I have used past 6month this project and same file format (mxf) no problem.

It's good that you've used the same file format for the past six months...have you been using this same file, during that same time? 


>Problem start when working yesterday.


Ok, what changed about your system, yesterday? 

 

Can you provide an example file? I sent you a link to some private upload space.

 

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Contributor ,
Feb 12, 2024 Feb 12, 2024

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I had a bunch of those in a project I just finished. Ran chkdsk on my array and it found errors.  I deleted the file, ran repair, then re-uploaded the file from the chip. Worked fine.

 

Has me worried about my 5-drive array that's 4 years old, though. Want to switch to M.2 but too expensive for now.

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New Here ,
Feb 12, 2024 Feb 12, 2024

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I Don't change anything, problem start in autometicaly

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New Here ,
Feb 12, 2024 Feb 12, 2024

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Same file same project i used my 2nd windows computer no problem. Problem with Mac M2

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New Here ,
Feb 12, 2024 Feb 12, 2024

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Can you provide an example file?

Ok

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Adobe Employee ,
Feb 13, 2024 Feb 13, 2024

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I Don't change anything, problem start in autometicaly

 

Something must have changed, or you would have always had this problem. 🙂

 

I can't get the file you provided to misbehave.

 

Can you provide a project containing a sequence that references this media, as well as the output preset (.epr file) in use when you do encounter errors, using this media? 

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New Here ,
Feb 13, 2024 Feb 13, 2024

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Please check Now..

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Adobe Employee ,
Feb 13, 2024 Feb 13, 2024

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Got the .epr file, thanks!

In other "good" news, I got the .mxf to start encountering frame substitution recursion...

Do other .mxf files, created using the same workflow as this one, also exhibit the same behavior?

 

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New Here ,
Feb 13, 2024 Feb 13, 2024

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Yes 

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New Here ,
Feb 13, 2024 Feb 13, 2024

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I have uninstall premiere pro then Reinstall But same problem

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Adobe Employee ,
Feb 13, 2024 Feb 13, 2024

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Cool!

Could you provide all available details about how these problematic .mxf files are being created? 

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New Here ,
Feb 13, 2024 Feb 13, 2024

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Camera - Canon XA70

Format - XF-AVC

1920*1080 / 50fps

shutter speed - 1/60

Bit rate - 45mbps

 

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Adobe Employee ,
Feb 13, 2024 Feb 13, 2024

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Confirming: Every single piece of media that matches that description worked fine in previous versions of PPro, but now all display similar behavior?

Do you import the media directly from a camera card structure, or do you move the .mxf files to other directory structure(s), first?

Do you use PPro's Media Browser to import the media?

 

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New Here ,
Feb 13, 2024 Feb 13, 2024

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Do you import the media directly from a camera card structure, or do you move the .mxf files to other directory structure(s), first?

First Card copy in my External SSD then SSD to import my project.

 

> Do you use PPro's Media Browser to import the media?

No. I just drag and drop

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Adobe Employee ,
Feb 13, 2024 Feb 13, 2024

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Thanks for the detail! 

It may not make any difference, but Media Browser supports additional metadata from card-based file structures (when available), including spanning clips (>4gb). Drag-n-drop import misses that information (which means it's not likely to be involved).

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New Here ,
Feb 13, 2024 Feb 13, 2024

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So you tell me what to do now. Please help me I am having a lot of trouble.

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Adobe Employee ,
Feb 13, 2024 Feb 13, 2024

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For now I would recommend moving back to whichever version of PPro you were using, when these files displayed no issues.

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Contributor ,
Feb 14, 2024 Feb 14, 2024

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If you reinstall Premier or move back to a previous version and the issue persists, the problem has to be corruption in the media file that's dropping frames. I cured it by deleting the file, running chkdsk with repair (windows), then re-importing the file and it worked fine.  I'm sure theres a disk check utility for Mac that can repair a corrupt sector.  Run that and see if it reports any disk errors, then run the repair and impot again.

 

In rare cases a cosmic ray can corrupt a bit on a disk, causing it to work one day and then not the next, or the disk surface starts to fail for no good reason.  SSDs are not impervious to glitches either. Since it worked for a while then quit, the original on the card is probably OK.  Hope you haven't wiped the card yet.  (I always back them up to another drive before wiping a card.)

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Explorer ,
Mar 01, 2024 Mar 01, 2024

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Hello, had the same issue with converted .mxf files.

 

Here is what our strategy was that seems to fix that issue:

1. Shift+Premier - delete cache files.

2. Do not open projects, just Premier and delete   All cache files through preferences

3. The most important: Delete the local user account Windows cache by the folowing steps:

Initial Steps (Enter Recovery Environment):

  1. Enter Recovery Environment (If you are unable to get into the recovery environment via a menu, you can turn off your system during the initial boot when the Windows logo is on the screen and the dots are circling. Do this at least twice and you'll see the message "Starting Automatic Repair").
  2. Once the recovery environment loads select "See advanced repair options", then "Troubleshoot", then "Advanced options".

Method #1 (Via Command prompt - assumes basic command prompt knowledge):

  1. Click "Command Prompt".
  2. Change directory to your boot drive if necessary (for example, type c: and press <ENTER>)
  3. Type "CD %windir%\system32\config\systemprofile\appdata\local\microsoft\windows\caches <ENTER>
  4. Type "DIR <ENTER>" and make sure you are in the right path. You should see one or more .db files -- usually just cversions.3.db. If there are no files in this directory see the addendum below.
  5. Type "DEL *.* <ENTER>"
  6. Reboot and test

Method #2 (Via Safe Mode and File Explorer - may require adjusting permissions):

  1. Click "Start-up Settings" and "Restart" to reboot the system and get the option to enter Safe Mode.)
  2. At the Startup Settings screen press "4" to boot in Safe Mode.
  3. Log into your administrator-level account.
  4. Open File Explorer and browse to %windir%\system32\config (example: c:\windows\system32\config)
  5. Gain access to systemprofile (you may be able to just double-click it to gain access)
  6. Drill down to %windir%\system32\config\systemprofile\appdata\local\microsoft\windows\caches
  7. Delete all files inside caches
  8. Reboot and testFinally, create NEW Premier Project and import old project assets (sequence by sequence).

Hopefully, these steps will help.

 

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