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Error retrieving frame **** at time **

Explorer ,
Apr 16, 2019 Apr 16, 2019

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I am trying to footage taken at a recent event that I shot with one camera, I imported it into premiere pro cc 2019 and then exported it only to get this error message every few seconds.

 

"Error retrieving frame **** at time **:**:**:** from the file"

 

 

The footage was shot on a C300 at 24 fps, in full HD, the sequence is 24 fps 1920x1080 which is a match./

it's only when I try to export it out that I start getting the error.

 

Please help.

 

 

Thanks

 

H&M

 

 

included is a screen capture (hope it helps)

 

 

Screen Shot 2019-04-16 at 08.12.07.png

 

 

 

 

 

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correct answers 2 Correct answers

LEGEND , Apr 16, 2019 Apr 16, 2019
Moderator Note: There are two potential answers to an "Error Retrieving Frame" error.  Issue 1: Error Retrieving Frame **** at time **. (Usually occurs with .mxf files) Answer: "Move the footage to a dedicated, internal Media drive." Issue 2: Error Retrieving Frame (Usually occurs with underpowered computer systems and H.264 variable frame rate files). Answer: Do one of the following Choose Project Settings > General and select "Software Only." Create a proxy for the file. Trans...

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Explorer , Apr 16, 2019 Apr 16, 2019
Thanks, Jim, I already have a dedicated media disk and a back up for that too, but you are right its best not to mix anything else with it.

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Community Beginner ,
Jul 16, 2021 Jul 16, 2021

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By "ERM" I meant "ERF", i.e. Error Retrieving Frame.... Just tried again, shifting all files to a new area on the HD, rendering the sequence, even tried using the previews, no way. 24 botched exports so far. Using Media Encoder the rendering doesn't even finish, it just "fails" at a random point. Exporting directly from Premiere Pro I do get an output, but it's full of faulty green frames, unusable.

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New Here ,
Apr 30, 2019 Apr 30, 2019

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I am experiencing same problem.  Updated and suddenly my project is freaking out on export.  Stopping on frames.  Strangely, it only happens on some sequences.  I have 1920x1080 sequences and also Instagram size sequences with the same content inside each.  It freaks out on the 1920x1080 size and not the the others.  Why?  It does seem to be the same series of clips that are making it buggy, but those clips are just ProRes files that were working fine the other day and still sometimes work fine now.  No idea how to troubleshoot it.  This is seriously not cool Adobe.

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Explorer ,
May 01, 2019 May 01, 2019

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Hi Evan,

Have you tried (just for a test.) both footage on separate/independent timelines to see then if the errors are still present?

Maybe this could show if frame size mixing is causing it, for others though I have heard that mixing cameras (even with the same frame rate & settings) are causing ERM's and then there are those getting the errors by using a particular video format (in my case .MXF)

As a last resort try to export your timeline as an .XML and open it up in DaVinci Resolve (It's free and great if Adobe is not working.) then you can colour adjust there (It's not that hard!) then export it as pro res,r MP4, etc, from there.

There are hundreds of youtube tutorials out there that can walk you through this process in minutes, not the perfect solution I know but what can you do when Adobe won't acknowledge the problem or even attempt to explain why it's happening.

Adobe if you are reading this please come back and explain what is causing these ERM bugs and why it seems particularly connected to Prem Pro cc 2019?

Screen Shot 2019-04-16 at 08.12.07.pngScreen Shot 2019-04-14 at 19.11.30.png

I have used my primary media disk as well as backup disks sourcing media/backups testing if it were the drives causing the problems, but it didn't matter as the error kept replicating.

Hope it helps.

M

ps. are there any others out there who have encountered the ERM (Error Retrieving Media) bug and if so under what conditions.

Thanks.

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Community Beginner ,
May 01, 2019 May 01, 2019

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I'm working from a server and the other 2 editors are not having this problem. This is the first time Ive opened this project on a brand new computer and am getting this ERM bug. Its a duplicated project from the other editor who is not having this problem. Because its on a server Im not sure I can do any of the fixes people are suggesting as it would change the source file for everyone. Its working off newest Adobe and reading 1920x1080 files, all MXFs. Really strange

Screen Shot 2019-05-01 at 11.38.26 AM.png

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Participant ,
May 07, 2019 May 07, 2019

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I'm having this issue too. Curious what you all are exporting TO. I have Prores HQ masters that I am making some changes too and exporting out new ProRes HQ masters. On export I get the error retrieving frame thing, unpredictably. But if I export to something else (like say cineform) and then convert that to ProRes, it works fine (obviously not ideal).

I'm on Windows 10, premiere cc 2019 (13.1.2), exporting to ProRes HQ

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New Here ,
May 08, 2019 May 08, 2019

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I am having this same "Error retrieving frame" problem as well. Multiple attempts to export the sequence produced the same multiple errors at the same places in the sequence. Curiously, I noticed that every error happened right before a dissolve. Just for kicks, I removed the dissolves and the sequence exported perfectly with no errors.

So is Premiere looking ahead to the dissolve and stumbling, sort of like what I do when I look around while on the treadmill?

It's obviously not acceptable that I can't have dissolves, so some help from Adobe would be most welcome. I've only been using Premiere for a week, but this is the first time this has happened.

My specs:

Premiere CC 2019, latest version

MacPro5,1 (2010 8-core)

macOS High Sierra

16 GB RAM

Media are ProRes 422 QT files on a dedicated external RAID.

***EDIT***

I just re-encoded the clips from the error log. Good new clips. Different location on disk. Same error.

Folks, it ain't the media. It's something to do with those dissolves.

Also, I have tried switching between "Mercury Playback Engine GPU Acceleration (OpenCL)" and "Mercury Playback Engine Software Only". There is no difference. Same error both ways.

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Participant ,
May 08, 2019 May 08, 2019

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I'd agree with you about the dissolves, except I had the same issue and no dissolves... but exporting to a different codec worked for me.

Smells like a BUG...

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New Here ,
May 08, 2019 May 08, 2019

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UPDATE:

I tried another export, with the only changed variable being that I rendered all the dissolves and checked the "Use Previews" box in the Export window. The export finished with no problems whatsoever. So it's still like Premiere is dropping the ball when it sees an upcoming unrendered dissolve.

It's definitely not a solved issue for me. I still think I should be able to export regardless of whether or not things are rendered.

Thanks to everyone for sharing your issues, and to Adobe for hopefully fixing this bug.

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Explorer ,
May 08, 2019 May 08, 2019

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We're currently having the same issue as well.  We've tried switching from OpenCL to Software Only and that didn't work.  We're also working directly off a server over 10Gb copper.  This only came up after updating to the latest version of Premiere Pro CC 2019.

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Adobe Community Professional ,
May 08, 2019 May 08, 2019

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anyone tried cleaning media cache? from both premiere pro and AME side

try out manually deleting media cache as well...check your scratch disks location

if so, I guess it might be a problem in render files, anyone tried deleting the render files?

that happens especially when migrating from older version projects to newer version ones

when any rendering was done before...

also check here: How to fix issues that cause errors when rendering or exporting

and Jim Simon's bible: Unofficial Premiere Pro Troubleshooting Guide

switching renderers to software only solved such issues for some users as well

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Participant ,
May 09, 2019 May 09, 2019

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Yes tried all of that and my project has no render files. Also tried with gpu acceleration on and off in both project and ame. Also tried export from ame and direct from premiere. Tried replacing media files with new ones. Tried moving entire project to new drives, SSD, raid, hdd. Same error

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Adobe Community Professional ,
May 10, 2019 May 10, 2019

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I thin best is to contact Adobe Care so that they have remote access over your system

as this is the best way they can monitor what's happening, and reply us back here please

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Community Beginner ,
May 10, 2019 May 10, 2019

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I have the same error retrieving frame problem with PPCC 13.1.2.  I have a project with three cameras (all Canon XF305 with identical settings).  Each camera shot a two act play (not recording between acts), so I have six folders with the sequential .mxf files.  These are stored on an internal SSD with the entire Canon file structure intact (per an earlier recommendation from an Adobe representative at NAB.)  Of the six videos, only one of them has this problem.  I record dual slot, so I have two “independent” recordings of both acts, and each recording of the problem video has the same error retrieving frame problem.

I have cleared the caches, I have renamed the folders, and nothing solved the problem.  Running PPCC 12.1.2 using the exact same files produces no problem.  The error retrieving frame problem occurs only between about 17 minutes to about 40 minutes, and always occurs on the same frames (on either recording).

Prior to this project, I edited two other projects, each shot by the same three cameras, with each project being two act plays with each act being the same approximate how long.  I did not have a problem with any of those clips.

The Adobe tech suggested renaming files and folders, which did not resolve the problem.  But I did find a work around.  Renaming individual files (201.mxf became 201A.mxf, 202.mxf became 202A.mxf, etc.) broke the association between the sequential files so that PPCC sees them as individual clips.  As individual clips, PPCC did not produce the error retrieving frame problem.  So, I went into my three camera video sequence from which the multi cam sequence was created and dropped the fourteen different clips into another video track, aligning the first one with the "bad" hour long clip.  This got me by for this project.

After a long time tonight chatting with an Adobe tech, I gave him the link to this forum and said he would report the issue to the Adobe team.

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Explorer ,
May 11, 2019 May 11, 2019

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I'm having exactly the same problem. I get the red error box bottom right.

This is on i9 Windows 10 Pro system on internal SSD drive, duplicated on an external HD, and the problem occurs on both - but it's not possible to predict when it will happen - and it is simply not reliably reproduceable.

The trigger (for me) is adding a new effect to a clip on the timeline - up pops the error as soon as I try and play. Remove the effect or the clip, and the error goes away. Add the clip back and then the effect (it doesn't seem to matter which effect) the error comes back.

BUT … eventually PPCC suddenly starts using a LOT of CPU time, even when nothing is happening … and then, trying to play the timeline, everything is running very slow … no video is rendered and eventually the program crashes.

If I restart from the last save, and go through EXACTLY the same actions that led to the problem, everything is absolutely fine.

Trying to look closely at the system when all this happens (which is usually after several hours of working with PPCC) it looks as though there's something in the program tying up more and more system resources. I suspect that the missing frame error is simply because PPCC cannot find the time to retrieve it.

I also think that this must be a bug that was introduced in the last update, as it has only just started since this latest update. As a programmer, it feels something like a memory leak problem.

Sadly, I'm not able to complete and send the error report that pops up - but a bit more info - in Task Manager I see the Premiere ProCC, sub tasks of After Effects CC, Adobe Dynamic Link Manager, Premiere Pro CC and Team Projects Local Hub.

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Explorer ,
May 12, 2019 May 12, 2019

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Further update - I can confirm that this happens fairly reliably after about 6 hours of constant editing. The video I have has 8 video tracks (most are 4k), 9 audio tracks (mix of stereo and mono), with a couple of clips with AfterFX compositions.

I've tried experimenting saving when the error occurs, then reloading - all is fine. So it's not something intrinsic to the edit itself.

I haven't yet tried REVERTING when the problem hits, nor have I rolled back to the previous version. However, I've never had this problem with >8h edit sessions on this project with the previous version.

I'm now saving, shutting down and reloading every hour or so.


I'm running PPCC 13.1.1 (the latest that CC gives me, although I see from the site that 13.1.2 is supposed to be available).

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Explorer ,
May 15, 2019 May 15, 2019

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Update on our end.  We're running 13.1.2.

We're exporting to ProRes 422 HQ with most, if not all media being ProRes 422 HQ.  If we do a match source, then we get those errors.  If we choose to export to an H264 mp4, then we don't get the errors.  If we export to ProRes 4444, then we don't get the errors either.

There seems to be an in our case in which selecting Match Source causes an issue.

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Participant ,
May 15, 2019 May 15, 2019

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This matches my experience. ProRes HQ source to ProRes HQ output. 13.1.2

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Explorer ,
May 15, 2019 May 15, 2019

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The current work around is go to ProRes 4444, then re-export to ProRes HQ.  It's not ideal, but we get less errors that way.

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New Here ,
Jun 04, 2019 Jun 04, 2019

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I've got the exact same problem as everybody else and have just used josephp2618680's solution of exporting the file as a ProRes4444 instead of using "Match Sequence Settings" (ProRes 442 HQ, in this case) - and it's worked!!

So it must be a problem with matching the sequence settings on export. Which is ...er... Not Very Helpful, really!!!

(Thanks josephp2618680 !!)

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New Here ,
Jun 07, 2019 Jun 07, 2019

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This seems to have resolved the issue for me. I had been exporting H264 previews of a project using multiple ProRes 422 prerenders from After Effects. When I went to export a ProRes 422 master, I started getting ERF errors on those prerenders. Really scary that it didn't stop the export, it just replaced those frames (though it did provide error messages), giving me a bad export. The workaround of exporting to a ProRes 444 avoided the error. I then just pulled that into after effects and rendered out the 422 deliverable file I needed.

I have to say, in both Premiere and After Effects, Adobe products are no longer bullet proof on exporting. Failed exports are one thing. But unpredictable exports is completely unacceptable in a professional product. I've been using Adobe products since the early 90s, including After Effects from the beginning. This never happened until they rebuilt their preview architecture. Now it's a real crap shoot.


Sadly, I am working to translate my workflow over to Davinci as I no longer feel confident in the products, certainly for Premiere/editing work.

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New Here ,
May 21, 2019 May 21, 2019

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I found a solution that worked.

Premiere stores cache per project, so no matter what you do the same will happen.

How to Fix It:

Go to file, save as copy(save a copy) make this your main project.

Import the file again and it will not have any frame substitution.

Let me know if this worked for you.

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Explorer ,
May 21, 2019 May 21, 2019

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Sorry, R_BRONNER, that didn't work for me. For me, closing PP down and then reopening it fixes it, provided that I haven't saved after the error.

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Explorer ,
Jun 10, 2019 Jun 10, 2019

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Having the same issue here. ProRes 422 HQ source and export. If I have an illustrator file in the timeline but disabled, I get the error. If I remove the unused AI file, it's good.

Except for the sequence I originally got the error on... even after removing the AI files, that particular sequence gives me the error. If I go frame by frame on the output, however, there are no black or duplicated frames.

Is everyone checking the output to make sure it's actually creating a bad export?

I'll try emptying the cache and restart, see if that helps the one sequence.

Cheers,

Harry

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Explorer ,
Jun 10, 2019 Jun 10, 2019

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No joy with the restart.

I tried the 444 workaround, and while it does export error free, when I play back the .mov file, I get a weird glitch on a all the dissolves: the incoming clip's frames are overexposed and contrasty during the dissolve, then snap back to correct exposure when the dissolve ends. The outgoing clip ends without fading to black. This happens in dissolves between motion footage and stills. Dissolves between stills seem fine.

Very obvious and jarring.

If I render the sequence first, it still does this in 444.

If I export an H.264, it's perfectly fine.

One more data point. One more error.

C'mon Adobe, you can do better. We are all on the hook for $22 per month minimum for the rest of our lives. Spend a few bucks. Solve this problem. Don't hire the cheapest programmers. Throw us a solid.

Please.

H.

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Explorer ,
Jun 10, 2019 Jun 10, 2019

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It's really astounding. CEO makes $22MM per year, and we can't make a product that... just... works.

It was better in 1997.

H.

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