video is muted after exporting, a bunch of files are missing

[Denis Lee 01]

I tried exporting a video after all the editing, and there were 50% of the clips muted, scattered around the entire video. I tried rendering and replacing the audio track, but nothing seems to be helping. 

Then I tried resyncing with the clips that I have manually, but the same problem happens. After that, Premiere Pro tells me that there are a ton of missing files, which I have no idea how to locate. The path is non-existent in my computer. 

Now I'm just left with a dead video timeline with a bunch of pre-rendered WAV. audio files scattered across the entire video. 

Adobe team, please get in touch with me, your software is messing up my entire work. 

[Ann Bens]

Variable framerate is know to cause issues.

If the footage is variable framerate convert to constant framerate with Handbrake or Shutter Encoder before bringing into Premiere.

If you are using a Nvidia card with the current (551.61) studio driver, roll one driver back.

[Denis Lee 01]

I'd like to know when do i convert to constant framerate? If it is before, then there is not a fix right? I've finished the entire editing of the video inside of Premiere Pro now. 

[Ann Bens]

You can do a Replace Footage, but probably need to do some tweaking afterwards.

[Kevin-Monahan]

Hi @Denis Lee 01,

Thanks for filing your bug. Please let us know if transcoding the media helps solve your issue. I hope so! Let the community know.

Adobe team, please get in touch with me, your software is messing up my entire work.

If transcoding the media does not help, you can contact us anytime. To contact Adobe Support, do the following: 

1. Make sure to sign in to your Adobe account. Allow popups and cookies on your browser. You may be unable to see the chat window if using a VPN.
2. Click here: https://helpx.adobe.com/contact.html?rghtup=autoOpen. This will automatically open the chat window.
3. Type "Agent" in the chat box to be connected to a live agent.
4. When you get an agent, ask to be connected to the video queue. These agents are specially trained to handle digital video and audio issues.

I hope they can help you. Let us know what they say so that the community can stay informed and help others who are having trouble with the same situation.

Thanks,
Kevin

[Denis Lee 01]

Can I know how do I do that? If possible, could you list the instructions? This is already hurting my entire project, I can't risk anymore mistakes made to it. 

[Denis Lee 01]

I've just RE-SYNCED everything from scratch, exported the video and same issue, no audio whatsoever. Agents are not available on Sundays. I need to get this video done, what do you think I should do? I'm really upset, and blaming the entire thing on Adobe's software. I did not pay for these type of service...

[Kevin-Monahan]

Hey, there @Denis Lee 01,

Thank you for writing in. Yes, sorry that the support team won't be back in the office until tomorrow at 7 am PST. I apologize for that. I have a few things you might try if you have not already done so.

1. Corrupt Sequence. Create a new sequence with the same settings. Copy and paste the contents of your current sequence into a new blank sequence. Is your audio working correctly now?
2. Corrupt Project. Create a new project. Import the contents of your previous project into a new one. Create a new sequence. Copy and paste the contents of your last sequence into a new sequence. Is the sequence playing back audio now?
3. Reset Options. Launch the app with the Shift key held down and get the Reset Options dialog box. Choose to reset preferences (note: you may lose customizations) and delete the media cache. Are things working correctly now?

Sorry for the frustration. I hope we can help you.

Thanks,
Kevin