Frame.io uploading in wrong aspect ratio

[Ramoses]

• Issue - frame.io will upload and render in the wrong resolution (export as 1920 x 1080px with stretched image, when the right resolution should be 1080 x 1920px). When not using frame.io Adobe Premiere will export in the right resolution. When I tried uploading the 4th version this bug started, after this frame.io was rendering and uploading in the right resolution.
• Adobe Premiere Pro version number: 23.0.0 (Build 63)
• Operating system - 
  Windows 10 Pro
  Version 21H2
  Installed in ‎22/‎07/‎2020
  OS Compilation 19044.2130
  Windows Feature Experience Pack 120.2212.4180.0
  
• System Info: CPU, GPU, RAM, HD:

  • CPU Intel Core i5-9400F 2.9 GHz 9MB Cache

  • GPU and Driver Version GeForce GTX 1660 Super 6GB G6 Ghost OC (Driver 516.93)

  • RAM 32GB Kingston Value 16GB DDR4 2400MHz

  • Hard Drive SSD Western Digital WD Green 480GB SATA M.2 2280.

• Video format: Since I used my Canon EOS Rebel SL3 with the EOS Webcam Utility inside my OBS, I'm not quite sure which is the format, so here is one of the files that were used.
• Workflow details: the project consists in only one sequence with no multicam, used 1 caption track that was generated with the Speech to Text (that was edited), 9 video tracks and 8 audio tracks. Here is the screenshot.
• Steps to reproduce -
  1 - Select the only sequence in the project "Liberdade de Expressão"
  2 - Go to the "Atlantos" team and upload the selected sequence with the following settings: name "Liberdade de Expressão"; preset "Web 1080"; range "Whole Sequence"; render to "H:\Drives compartilhados\[#]Diretoria de Marketing\Histórico de Posts\11 - Novembro"; and select the tree options ("Export markers as comments", "Keep rendered file" and "Auto-version").
  3 - Wait for Adobe Media Encoder to open, render the file and frame.io upload it.
• Expected result - both uploaded and internal file as 1080 x 1920px resolution.
• Actual result -  both uploaded and internal file are being rendered and uploaded as 1920 x 1080px with stretched image as you can see in this link.

[Kevin-Monahan]

Hi Ramoses,

Sorry for the issue. Thanks for the info you already provided. Please use the template to fill in the details for the engineering team: How do I write a bug report?

Thanks,
Kevin

[Ramoses]

Updated

[Warren Heaton]

It sounds like your "web 1080" preset sets the frame size to 1920-by-1080 with the "Scaling" set to "Stretch to Fill".

Try "Match Source - Adaptive High Bitrate" instead.  

When exporting, make note of what the Preview area looks like.  If you see pillarboxing in the Preview (that is, 9-by-16 scaled to fit 16-by-9 with black on both sides), then you're going to see that in the exported movie file.  Also, if you see stretching in the Preview, then you're going to see that in the exported movie file.

Premiere Pro Export window with Preview tab showing vertical video and pillar boxed video.

[Ramoses]

Hi, thanks for the reply. The problem resides in frame.io, not in the rendering itself. If I don't use frame.io my rendered video will be ok, the resolution will match 1080 x 1920px. And as you can see I already use in this screenshot, I'm using the right preset in the export area. Yet, again the problem is not within Premiere Pro, but with frame.io, the most confusing part is that out of the moon it started to render in the wrong resolution, nothing was changed in the settings.

[Ramoses]

Any solutions?

[Warren Heaton]

I tried to repoduce that you are experiencing and could not.  The picture always looks correct.

Start a chat with FrameIO support directly to try to nail down what's happening so that yoir uploads appear as you expect.

[InstaFinanzas]

That's an issue I'm having with my clients too

And just like you say, it happens with Frame IO as exports in Premiere work just fine 

I just export and send them the final version using another app 

[Warren Heaton]

Hi @InstaFinanzas 

Can you post a screenshot or share a project (even without the media attached)?

I upload 16-by-9, 1-by-1, 4-by-5, and 9-by-16 to Frame seceral times a week and it alwayss displays as expected.

-Warren

[InstaFinanzas]

I'm happy it works as expected for you, what if instead you share your settings and we take note 🙂 

[Warren Heaton]

I have posted screenshots.  Please scroll up.