Hi all,
I just wanted to report a bug and share the workaround our organisation has used at the moment.
A colleague had an ongoing project in Premiere Pro V22.1.2 and our IT department recently rolled out Premiere Pro V23.5 (Build 56) to us.
Upon upgrading the project a HEVC MP4 file that worked and rendered fine in both export and timeline in the 2022 version would now no longer render producing the red triangle of doom with continuous 'error retrieving frame' messages. Exports would just produce a black video.
We tried all the recommended fixes
- Held alt-shift on start up and reset plugins and preferences
- Deleted media cache
- Tried the file on another workstation away from the original project/machine
- Switched between software/hardware rendering
- Adjusted video preview in sequence settings etc
- Tried different driver updates on the GPU card including roll backs.
None of the above worked.
The workaround for this was to simply change the extension from .MP4 to .MTS.
The footage now renders and exports fine without any error messages.
Is this a bug or can it be explained why this makes a difference?
I even hashed the MP4 file against the MTS file to confirm the binary contents have not been changed which was correct.
Is this a known issue?
Thanks,
(Just to add that transcoding the file prior to ingesting into Premiere Pro also resolved the issue but this isn't optimum for a file that worked in an older version of Premiere Pro and also compared to a simple extension change that was more time efficient)
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