error retrieving frame

[DTH35493170fvus]

Mine is a new MAC Studio M1 Ultra and i have premiere pro V24.1.0
Whenever i import a multicam recorded file which is a .mov file ,its always showing error retrieving frame **** at time ****. 
Due to this error am not able to export my video through Media Encoder.
i also tried moving the source file to system harddrive, also tried clearing the media cache files aslo tried changing the location directory for media cache files.
also am not able to change the renderer to software only beacuase that option is not editable for me.

Have attached a Screen Shot for reference

Does anyone knows how to resolve this issue.
Please HELP.

[Kevin-Monahan]

Hi @DTH35493170fvus,

Thanks for the notes. It sounds like you are having performance issues. Can you tell us a bit more about your computer? How much RAM do you have? What kind of drives are you running for your media drive? Do you have a separate drive for media cache files? How are these drives connected to your Mac? Are they connected to the high-speed ports? We also want to hear more about your .mov-wrapped files. Which camera shot these files? Or did the files not come from a camera? Let us know. That is also an important detail. You can also check if the proxy workflow might work better. I hope we can help you. Sorry for your issues.

Thanks,
Kevin

[DTH35493170fvus]

Dear sir,
My Ram size is 64GB,  my media cache files are stored in my internal drives. These video files are shot in PTZ camera and recorded in ProRes 4K Video Recorder- Desktop HDR-80 (in .mov format). I even tried Creating proxies ,but still it's not working- not able to edit and export.

[Kevin-Monahan]

Hi @DTH35493170fvus,

Thanks for the info. How many streams of 4K? What kind of proxies? Are your proxies showing as attached in the Project panel? Where are your media files stored? Also internally? Something odd is going on here. I hope we can help. Sorry, I don't have an immediate solution. Perhaps upload a sample file I can pass along to engineering if it's not too much trouble. I hope I can help you.

Thanks,
Kevin

[DTH35493170fvus]

we are doing multi track recording total of three tracks. proxies are getting attached to the project but when exporting the same error is reporting. my media files are stored in my system /Users/sp-dth1/Documents this is the file path. you want the output sample file or the raw file...??