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1

Error desconocido

Community Beginner ,
Feb 14, 2024 Feb 14, 2024

Hola comunidad, como andan? Desde hoy temprano premiere se me venía trabando con los medios que cargué, siempre trabajo con el mismo tipo de formato de medios (.MOV) pero en esta ocasion le constaba cargarlo, después de varios crasheos, desde hace horas al abrirlo queda la pantalla de inicio, pero queda congelado ahí unos segundos sin lograr cargar nada, ni configuraciones, plugins y demás, se cierra y me salta un cartel de "error desconocido" ya probé eliminar cache, reinstalarlo, ponerle versiones anteriores y volviendo a actualizar, pero nada, alguno podría ayudarme a encontrar la solucion? Si necesitan mas info, diganme, es la primera vez que publico por acá, gracias y saludos! 

TOPICS
Crash , Error or problem , Freeze or hang
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Adobe Employee ,
Feb 14, 2024 Feb 14, 2024

Hey there, @kevv_ph,

Thanks for writing in. What is the codec inside the .mov wrapper? Is it H.264, ProRes, or some other codec? Please let us know.

 

Thanks,
Kevin

Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
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Community Beginner ,
Feb 14, 2024 Feb 14, 2024

Es H264, nunca tuve problema desde hace 2 años que vengo trabajando, pero intenté  de todo y aún así no lo puedo solucionar 

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Adobe Employee ,
Feb 14, 2024 Feb 14, 2024

Hi @kevv_ph,
I noticed that my .mov wrapped H.264 files were also acting non-performantly in one of my projects. Can you test in a new project or the beta with the same media? Do you have the same issue? Let me know.

 

Thanks,
Kevin

Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
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Community Beginner ,
Feb 14, 2024 Feb 14, 2024

Directamente no me carga el apartado para elegir proyectos, intenté abrir otros, pero tampoco me deja, también instale versiones anteriores, no hubo caso, y al intentar actualizar de nuevo, tampoco, solo me dice "error desconocido", "error de inicializacion", también instalé la versión Beta de Premiere Pro y Media Encoder, pero ninguno de los dos funciona, los demás programas de Adobe están en su última actulización y/o Beta, pero andan perfectamente. 

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Adobe Employee ,
Feb 14, 2024 Feb 14, 2024

If you disconnect the media drive, can you launch the projects with the media being offline?

 

Thanks,
Kevin

Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
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Community Beginner ,
Feb 14, 2024 Feb 14, 2024

No, no me deja hacer nada, solo se queda congelado en el inicio donde tendría que cargar para que abra el programa, pero solo se congela y se cierra automaticamente. 

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Adobe Employee ,
Feb 15, 2024 Feb 15, 2024

Hi @kevv_ph,

Thanks for trying that. If you can't open a project with media offline, that is a telltale sign of something wrong with this project file. Do you have any working backups or Auto Save versions of the project file you can try? Let me know. I hope we can help you.

 

Thanks,
Kevin

Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
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Community Beginner ,
Feb 15, 2024 Feb 15, 2024

Es que directamente no me abre el programa, solo queda iniciando sin cargar nada, te dejo adjutado unas capturas de pantalla para que veas lo hace directamente, porque no me abre nada, ya restauré caché, saqué plugins y nada, la verdad es que tengo que entregar varios trabajos y que no esté funcionando hace que me intente resolver en otro programa como Davinci Resolve, y no conozco el programa para poder trabajar, entonces me atrasa todas mis entregas. 

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Adobe Employee ,
Feb 16, 2024 Feb 16, 2024

Hi,

Try pressing Shift and launching to get the Reset Options dialog box and reset preferences. Any luck? Let me know.

 

Thanks,
Kevin

Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
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Community Beginner ,
Feb 18, 2024 Feb 18, 2024

Fue lo primero que hice cuando me apareció ese error, después de intentarlo varias veces, aún no tengo suerte, no anda. 

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Adobe Employee ,
Feb 20, 2024 Feb 20, 2024
LATEST

HI @kevv_ph,

Sorry about that. Thanks for your answer. At this point, please contact assisted support for continued assistance with this issue. 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

Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
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