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Any video I upload gets the 'audio playback failed' error message (and says Premiere Pro could not start audio playback errror code 1609891836) when you click play. The app doesn't recognise audio in any of my videos and wouldn't even play. Please see attached image. Can you please help me troubleshoot?
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Hi, I had the same problem and I solved it. I hope you can do it the same way I did:
If you go to Preferences -> Media Cache, I discovered that the cache was being stored on my "(D:) drive" but my "(D:) drive" was full. In that case, I think premiere prioritized the image because there wasn’t enough space to import the sounds. My solution? As absurd as it sounds... was to delete the games. I managed to free up 130GB of disk space, and when I reopened Premiere, the error "1609891836" stopped appea
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Hi @TLWestgate68 and @TLWestgate68,
i have heard that this error is triggered because the drive where your media cache is saved is full. You might first note the media cache's location and delete any files stacking up there. You can even press Shift at launch and delete all the media cache from the Reset Options dialog box. See if deleting items on the media cache drive (including the current and recent media cache files) might help squash this bug. Let me know!
Thanks,
Kevin
updating status
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Hi TLWestgate68,
We're sorry to hear about this. Let us know the exact version of Premiere Pro & After Effects that you are using. Could you please also share a download link for one of the sample mp4 media with which you are experiencing this issue? It will help us to diagnose the issue properly.
Thanks,
Sumeet
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Hi @TLWestgate68 and @TLWestgate68,
i have heard that this error is triggered because the drive where your media cache is saved is full. You might first note the media cache's location and delete any files stacking up there. You can even press Shift at launch and delete all the media cache from the Reset Options dialog box. See if deleting items on the media cache drive (including the current and recent media cache files) might help squash this bug. Let me know!
Thanks,
Kevin
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Hello @TLWestgate68,
Thanks for reporting the issue. Have you tried what @jsgibson09 suggested? Check that out. Please also furnish the team with more information. See, How do I write a bug report?
I hope we can help you with this shortly. Sorry for the hassle.
Thanks,
Kevin
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Hello, upon opening a new project with all my usually default settings, I attempted to import a clip and the audio will not show up on the timeline. I've checked to make sure the proper audio track is enabled yet still the issue persists. I tried playing the clip in the source monitor and I get an error message "premiere pro could not start audio playback. (Error code: -1609891836).
The only good news is that its the same error code every time I try (the last issue I had resulted in several diffrent error codes showing up each time it failed). Ive ensured that my audio settings are normal and correct, Ive also watched the clips on my pc to make sure they have the audio, which they do. I have searched high and low across the web and forums here but I havent seen anything that will help, though I've tried several solutions.
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Hello @jsgibson09,
Thanks for filing the bug report. I'm Kevin from Adobe Support. I am one of the moderators here.
The team would like to help you with the bug but may need more information from you to reproduce it. See: How do I write a bug report?
I hope the team can help you with this soon.
Take Care,
Kevin
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Hi,
Matt from Adobe here, can you provide an example file so a bug can be generated? I will send you a private message if you cannot share a file publicly.
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Do you mean the file that I am trying to export, as in the clip itself, or a file showing the error that has occrued? I've provided a screenshot of the issue occuring but I can also send you the file in question.
- Adobe Premiere Pro version number: 24.4.1 (Build 2)
- Operating system - Windows 11
- System Info: CPU, GPU, RAM, HD:
CPU: 11th Gen Intel(R) Core(TM) i5-11400 @ 2.60GHz 2.59 GHz
GPU: NVIDIA GeForce 1660 Super (Driver Ver. 31.0.15.5222)
RAM: 16GB
Hard Drive: (Project files save to drive with 290GB space & exports go to HDD w/ 3.72TB avail.)
- Video format: copied as is from video clip's properties screen.
- File Path: Y:\Party Wolf Media\Party Wolf Podcast\ClipsReels\wine review.mp4
Type: MPEG Movie
File Size: 277.54 MB
Image Size: 1920 x 1080
Frame Rate: 47.71
Source Audio Format: 48000 Hz - Compressed - Stereo
Project Audio Format: 48000 Hz - 32 bit floating point - Stereo
Total Duration: 00:01:26:06
Pixel Aspect Ratio: 1.0
Alpha: None
Color Space: Rec. 709
Color Space Override: Off
Input LUT: None
Video Codec Type: MP4/MOV H.264 4:2:0
Variable Frame Rate Detected
- File Path: Y:\Party Wolf Media\Party Wolf Podcast\ClipsReels\wine review.mp4
- Workflow details: Brand new project with only two clips in the library. Havent actually begun working because of audio issue.
- Steps to reproduce - Step 1, start new project. step 2) flip sequence for vertical video. step 3) import clips, step 4) drag clip to timeline. step 5) wonder where the audio went.
- Expected result - see both audio and video show up on the TL
- Actual result - Only video shows up on the TL
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"Do you mean the file that I am trying to export"
The file you are attempting to IMPORT that is causing the bug. So I can try and reproduce the issue on my end. If I na not reproduce the error internally, we can not attempt to debug it, and provide a fix.
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Hi, I have also encountered this issue. I've exported a ProRes MOV with audio from AE. When I try to import this MOV into PR, I get an error message when I attempt to play it in the source monitor. Additionally, if I drag and drop this MOV into the PR timeline, only the video track is included; the audio is missing. However, when I play this MOV in VLC, the audio works. I've never encountered this issue before, so it seems related to the new updates, as I am now on the newest version of PR 24.4.1 and AE 24.4.1.
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Ok, the issue is resolved on my end. It was just that my cache disk was full. After freeing some space, everything was working as expected.
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I checked my cache and the drive I use is a drive with over 3TB of space. I cleacred the cache anyway just to check and the issue is still persisting.
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Hi @jsgibson09,
Is it possible to share a file with the team so that they can inspect it? Feel free to PM me a link if you'd like to keep it out of the public eye.
Thanks,
Kevin
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Does this work?
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No, sorry, I didn't receive that @jsgibson09 - Try uploading to Creative Cloud, DropBox, or Google Drive and PM me the link.
Cheers,
Kevin
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I am having the same issue. I tried uninstalling and reinstalling, changing the format of the video, tried on an m2 macbook pro and an m3 macbook pro and same issue.
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Whatever happened, corrupted my Premeire file. Once I cleared the cache, made some room on my external drives (both my storage drive as well as the seperate drive I use for cache files), it seems to be working. Creating a copy of the Premiere file did not work, nor did "save as." I had to start completely over.
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I have tried to send a direct message to Kevin-Monahan with a google drive link, I've also tried uploading both the mp4 file and the adobe project file to my creative cloud but it says that it doesnt support the file type. I was out of town for a week and had hoped that maybe there would be more than this to go off of. but right now im paying for a product that hasnt been able to be fully utilized in months. I would really like some actual help.
Someone tell me EXACTLY where AND how to send them the files to check on please.
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Hello @jsgibson09,
I apologize, but I never received that file. I just checked again.
Thanks,
Kevin
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@Kevin-Monahan How do I actually upload/send the file. When I select "Insert Video" here, it wants me to add a video URL.
At one time, you mentioned uploading it to creative cloud, however I've never used creative cloud for storage (I have a dozen cloud accounts already) so I actually dont know how to use it. I went to the website and tried to drag the file over to my folder and got an error "Can't upload 1 item[s]. Only .psd, .ai, .xd file formats are supported."
Detailed instructions on how to get the video to you would be greatly appreciated.
(Note: I am able to use the same files on another machine that I found. Windows 11 laptop with half the power and even less than half the space as my PC.)
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Hi @jsgibson09,
See if these instructions help you: https://helpx.adobe.com/creative-cloud/help/share.html.
Cheers,
Kevin
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@Kevin-Monahan those instructions contain how to share a file already in the CC. As I stated previously, I cannot get files to upload.
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Hi everyone,
Ive tried everything mentioned in this thread yet i still cant get any results.
Was just wondering if anyone has any idea as to why.
Running latest versions of all software with 450gb free in the cache location.
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"Ive tried everything mentioned in this thread"
Did you clear your Media Cache and let it rebuild? Is the drive with Media Cache have sufficient space? If there is not enough free space (if the drive gets full) it will affect playback.
According to those screen shots you posted, If I were you I would uncheck "Attempt to force hardware to document sample rate" and see if that helps.
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I found the error... I tried everything you said before and it didn't work.
The problem lies in the sequence and the format in which it comes pre-configured when you simply drag a file from after, or some other MOV and create the sequence from the file.
Just go to the sequence settings, and in the video preview tab, change the codec to h.264 (it should probably be in pro res).
I hope it works for you like it worked for me.