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Export causes "Media Encoder update is available", though already updated

Sep 9, 2010 6:00 AM

Summary: Export from within Premiere Pro CS5 ver 5.0.2 produces the dialog "Media Encoder update is available", even though the updater has already been run without error and reports "no updates available". Media Encoder version is 5.0.1. The export itself runs OK after dismissing the dialog.

 

Details: I updated Premiere Pro CS5 Production Premium from 5.0.1 to 5.0.2, using Adobe Updater. Running updater again (from either Premiere Pro or Media Encoder) produces a dialog:

 

Adobe Applications Manager: "Your applications are all up-to-date."

 

However each time I try to export a video (AVCHD 1080i/30 from Canon HF100), Premiere Pro gives this dialog:

 

Dialog: Adobe Premiere Pro

"An Adobe Media Encoder update is available for this version of Pemiere Pro. To download the latest update, please run the Adobe Updater from the Help menu or visit http://www.adobe.com/go/updates"

 

Media Encoder help/about says: Version 5.0.1.0 (64-bit)

 

Adobe Production Premium CS5, updated to 5.0.2

Windows Home Premium 64 bit

Motherboard: EVGA P55 FTW

CPU: quad-core Intel i7-860 @ 3.8Ghz, hyperthreading on, RAM: 8GB DDR3

CPU cooler: Noctua NH-D14

System disk: 300GB Velociraptor, 10k rpm SATA

Data disk: 2 x 1.5TB Barracuda, 7200 rpm SATA, RAID 0

Video: EVGA nVidia GeForce GTX-275 896MB, driver: 8.17.12.5721

Network: AT&T 6 megabit DSL (6 megabit down 512 kilobit up).

Media player: WMP 12.0.7600.16415, VLC 1.0.5

Browser: Chrome 6.0.472.55, IE 8.0.7600.16385, FireFox 3.6.8.

 
Replies 1 2 Previous Next
  • Currently Being Moderated
    Sep 10, 2010 7:25 AM   in reply to joema3

    We have the same issue on 2 out of 3 workstations.

     

    Any news on a fix?

     
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  • Currently Being Moderated
    Sep 10, 2010 11:11 PM   in reply to Frank_xrx

    I'm getting this too.  I'd like to know if Adobe is aware of the problem and working on a fix or not.

     
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  • Currently Being Moderated
    Sep 11, 2010 7:41 AM   in reply to MobyTrix
     
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  • Currently Being Moderated
    Sep 11, 2010 9:04 AM   in reply to joema3

    Someone on the Adobe Media Encoder team is looking at it.

     
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  • Currently Being Moderated
    Sep 12, 2010 2:46 AM   in reply to Todd_Kopriva

    Good news because I'm experiencing the same problem.

     

    Hope it doesn't take too long.

     
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  • Currently Being Moderated
    Sep 13, 2010 1:18 AM   in reply to joema3

    We haven't seen this exact error, and are looking into it.  I can share that we did run into a rare case where updater did not work the first time it ran.  It would say that it updated AME, but if you run the updater again, it would want to update AME again.  That happened to only one of our testers a few times and was random and not easy to reproduce.

     

    The solution was to run the updater a 2nd time.  That fixed it for him every time. I don't know why on some machines it required it to be ran a 2nd time, but in no case did we experience this problem after running the updater a 2nd time.

     

    We are trying to get a downloadable patch posted as well.  Once that's up, users can run the downloadable patch which should not have this problem.

     

    For now, I would like to know if running the patcher a 2nd time solves the problem for you or not.  If you continue to run into this problem, we should have a downloadable patch available for you run which should hopefully solve this issue.

     

    AME QA team

     
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  • Currently Being Moderated
    Sep 13, 2010 2:30 AM   in reply to joema3

    I have the same problem.


     
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  • Currently Being Moderated
    Sep 14, 2010 4:29 AM   in reply to joema3

    Hello,

     

    I have the same problem. Adobe Premiere Pro 5.0.2. I just do normaly, click EXPORT > Media.

     

    I get that message that says an update is avaiable, I click ok. Then the normal window appears. I click Queue, the window disappears, I see the "exporting prject" loading windows and ... that's all. Adobe Media does not load.

     

    Any ideas?

     
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  • Currently Being Moderated
    Sep 14, 2010 11:36 AM   in reply to BigPET

    I have some questions for everyone experiencing this problem:

     

    1. BigPET stated that when he tries to queue an export from Premiere Pro to Adobe Media Encoder, AME does not launch.  Does anyone else experience this problem?
    2. In the list of Formats in the Export Settings dialog in Premiere Pro (File > Export > Media, click on Formats), is MPEG2 MXF listed?  This is a new format provided by the Premiere Pro 5.0.2 update.  The presence of this format tells us if particular files for Premiere Pro were updated.
    3. Same question as #2, but for AME.
    4. Are the applications installed at the default location?  ( C:\Program Files )  If not, where are they installed at?
    5. How did you install Premiere Pro?  Did you start with the trial version before getting a serial number?  Did you download it or did you have the physical discs?  Is a part of the Production Premium or Master Collection suites, or do you only have Premiere Pro?

     

    Thanks for your patience while we untangle this problem.

     

    -=TimK

    -=Adobe After Effects/Adobe Media Encoder QE

     
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  • Currently Being Moderated
    Sep 14, 2010 11:39 AM   in reply to Tim Kurkoski

    The program is installed in E:\Program Files.

     

    Don't have enough space on C.

     

    I found a fix around this. I just manually open Media Encoder. I still get that "update is available message"... but when I click the QUEUE button to export the settings to Media Encoder, media encoder is already open and it recieves the "whatever is requied to recieve"... so I can start the encoding.

     
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  • Currently Being Moderated
    Sep 14, 2010 11:53 AM   in reply to Tim Kurkoski

    Hi,

    I'm experiencing the exact same issue.

     

    2. MPEG2 MXF is available in Premiere Pro

    3. MPEG2 MXF is available in AME

    4. No, D:\Program\Grafik\Adobe

    5. Never installed trial. Have the physical discs and updated to 5.0.1 and then 5.0.2 through update notifications. I have all of the Production Premium installed.

     

    Thanks,

    Magnus

     
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  • Currently Being Moderated
    Sep 14, 2010 9:49 PM   in reply to joema3

    Thank you for your patience and feedback as well as installation info.

    We are still looking into this issue, but we do have a solution for you. 

     

    To solve this issue, you can put a shortcut of AME application in PPro folder and then PPro can find AME and launch it without errors reported in this thread.  Follow these steps:

     

    1.       Using Explorer, go to the folder 
    C:\Program Files\Adobe\Adobe Media Encoder CS5\

     

    2.       In that folder, you should find the AME application called
    “Adobe Media Encoder” or “Adobe Media Encoder.exe”

     

    3.       Right click on that file and select “Create Shortcut”. 
    A shortcut of that file will be placed in the same folder. 
    The shortcut file will be called “Shortcut to Adobe Media Encoder.exe”

     

    4.       Copy the shortcut to your PPro folder. 
    Most users who have this issue have installed PPro to a different folder rather than the default installation location.  Example: copy the above shortcut you created to E:\Program Files\Adobe\
    Adobe Premiere Pro CS5\

     

    5.       Rename the shortcut from “Shortcut to Adobe Media Encoder.exe” to “Adobe Media Encoder”.  If you have elected to show the file extension, it may have .lnk at the end of the file which should remain.

     

    6.       If PPro is open, close it and re-launch it.  You should now be able to launch AME from within PPro without an update reminder or other errors. 

     

    That should do it. 

    Please do let us know if this solution does or does not work for you.

     
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  • Currently Being Moderated
    Sep 15, 2010 12:10 AM   in reply to Nariman Sodeifi

    These specific steps worked; however, can you comment on why AME is installing in a different directory then I told that application to install it too? There are residuals of AME in the location I instructed it to install too. It is quite possible that a C:\.. path is hardcode in the installation file is the root of this issue, as the reference to the application in my registry is NOT pointing to the location it is actually installed.

     
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  • Currently Being Moderated
    Sep 16, 2010 4:33 PM   in reply to joema3

    We did test patching with Premiere installed to a non-default path. We also tested exporting to AME with Premiere installed to a non-default path as well as exporting to AME after patching. The app passed all those tests.

    The hole in our test plan was that we didn't install to an alternate path *and* patch *and* export from Premiere in the same test. Of course, the bug was hiding in the confluence of those two conditions. One of the great challenges of testing software is deciding which combinations of conditions to test--you don't have to go very deep before the number of tests mushrooms out of control. That said, this is one combination that should have been covered, and you can rest assured that it will be in the future.

     
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  • Currently Being Moderated
    Sep 16, 2010 4:55 PM   in reply to Mark Mapes

    Mark, thanks for that explanation.  I was not affected by this, but like information about how such things come about.  For me it builds credibility.

     
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  • Currently Being Moderated
    Sep 17, 2010 3:20 PM   in reply to Mark Mapes

    Mark - thanks for the explanation. I understand the challenges with QA efforts and appreciate the hard work you are doing on this.

     
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  • Currently Being Moderated
    Sep 17, 2010 3:27 PM   in reply to chadcarrington

    Here's a new Technical Support KB (knowledgebase) article about this, which summarizes Nariman's workaround:

    http://kb2.adobe.com/cps/868/cpsid_86850.html

     
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  • Currently Being Moderated
    Sep 22, 2010 12:40 PM   in reply to Todd_Kopriva

    the steps suggested in the article are not working .it doesn't happen until the product is not updated. after update the issue is there. premiere pro is installed in D drive. haven't tried installing it in default location yet. please suggest something.

     
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  • Currently Being Moderated
    Sep 22, 2010 12:49 PM   in reply to parvesh.kumar

    All Adobe programs really like being on C:\, though the actual folder does not seem to matter.

     

    Good luck,

     

    Hunt

     
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  • Currently Being Moderated
    Sep 22, 2010 1:00 PM   in reply to parvesh.kumar

    Please doublecheck that the shortcut's name is simply "Adobe Media Encoder". When I create a shortcut in Windows 7, its default name is "Adobe Media Encoder.exe - Shortcut,", so I have to strip off ".exe - Shortcut".

     

    If the shortcut name is correct and you're still running into this problem, a second partial workaround is to manually launch AME before exporting from PPRO. You will still encounter the prompt to update AME, but clicking OK in that dialog allows you to proceed. When you click Queue in the Export Settings dialog, your sequence should be added to AME's queue.

     
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  • Currently Being Moderated
    Sep 22, 2010 1:20 PM   in reply to Mark Mapes

    This is excellent to see all you Adobe people getting involved in sorting issues out via these forums.

    I know this belongs on another thread, but I am just loving PPro CS5 especially after the 5.0.2 update fixed my speed and lag issues.

    Great work - keep it up!

     
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  • Currently Being Moderated
    Sep 22, 2010 5:30 PM   in reply to joema3

    I tried the recommended ‘fix’ by creating a short cut of Adobe Media Encoder on my C: drive and copying to Premiere application folder on my D:  drive per the instructions and I still receive the ‘warning message’ . An Adobe tech told me ‘ Adobe does not support applications that are not installed on the default folder(C: Drive)’  I responded then why did CS5 installer allow me to install on another drive.

    Like an earlier post I believe something is left in the registry pointing to the C: drive.   However even thought I receive the warning message The Media Encoder  window is displayed after I click OK to the message and the Encoder exports my sequence.

     
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  • Currently Being Moderated
    Sep 22, 2010 8:15 PM   in reply to Todd_Kopriva

    The knowledgebase article steps worked for me to solve my problem.

     

    I hope that a future bugfix will solve this behavior.  My C drive is an SSD and not large enough to install all my apps -- that's what my 2T D drive is for.  It is normal for people to choose a different install location than the C: drive.

     
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  • Currently Being Moderated
    Sep 22, 2010 9:30 PM   in reply to donboner@ameritech.net

    > An Adobe tech told me ‘ Adobe does not support applications that are not installed on the default folder(C: Drive)’

     

    Please send me the case number for your support case so that I can see who told you this and make sure that this technician is given proper information.

     

    My email address is kopriva -at- adobe -dot- com.

     
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  • Currently Being Moderated
    Sep 22, 2010 11:20 PM   in reply to Todd_Kopriva

    Bad News. I still am getting the message.  I followed this thread and tired each of the workarounds, make a shortcut and place in Premiere directory and pre-launch AME.

     

    My Entire Production Premium is installed on C: in the default locations:C:\Program Files\Adobe\....

     
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  • Currently Being Moderated
    Sep 23, 2010 6:22 AM   in reply to Todd_Kopriva

    case #181781010 

    When the Support tech  told me thant I asked if he had anything in writing that stated ' CS5 is not supported unless it is installed on the default drive'.   He replied that it was an 'internal document and he could not send it'.  I told him I did not believe him and that he was just making that up/

     

    Thanks for looking into the mater

    Don

     

    l

    Inducted into The Southern Legends Entertainment & Performing Arts Hall of Fame 2002

     
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  • Currently Being Moderated
    Sep 23, 2010 9:20 AM   in reply to Andy Urtu

    AndyUrtu: If you have Production Premium installed to the default location, then you're running into a different issue. Please contact me directly (mapes@adobe.com) so we can troubleshoot what's going on in your case.

     
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  • Currently Being Moderated
    Sep 23, 2010 3:52 PM   in reply to Mark Mapes

    Don,

     

    Using the case number that you gave, I was able to look up your case in our system. Looking at the notes for the case, it appears that the technical support agent that you talked to thinks that you're going to try to reinstall to the default location (C:\ drive) and then report back. Is that not your understanding?

     

    We certainly do support installing to drives other than C:, but this particular issue sems to be about a bug that makes that not work properly without a workaround. So, I would also recommend trying to install to the default location if the workaround isn't working for you.

     
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  • Currently Being Moderated
    Sep 25, 2010 4:37 PM   in reply to Todd_Kopriva

    I do not enough room to install CS5 on my C: drive.  I will await a fixed app.

     
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  • Currently Being Moderated
    Sep 25, 2010 5:11 PM   in reply to donboner@ameritech.net

    Don,

     

    Not having enough room on your C:\ can cause, or lead to, other problems. A good cleaning might solve a few other issues, or keep you from encountering them. Also, at about 70% of capacity, performance of a HDD begins to deteriorate, and can go way down quickly.

     

    Good luck,

     

    Hunt

     
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  • Currently Being Moderated
    Nov 17, 2010 12:40 AM   in reply to Bill Hunt

    I have the same problem (no room on my C and the error). What does “about 70% of capacity, performance of a HDD begins to deteriorate” mean?

     
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  • Currently Being Moderated
    Nov 17, 2010 2:25 AM   in reply to Brit.b

    HD Tach D.jpg

     

    As you can see, when the disk is filled around 50%, performance starts to decrease, at around 70% performance is down by nearly 20% and continues to decline to around 50% of the performance with a relatively empty disk.

     
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  • Currently Being Moderated
    Nov 17, 2010 11:38 AM   in reply to Harm Millaard

    My C drive is about 75% present full. My G partition (on the same disc) is about 65% full. CS5 is on this drive. My D drive that has all previews and related Premiere files (a 150 gig raptor) is about 55% full. The E drive that has all raw video files (on a 500 gig SATA 2) is about 60% full, and the O drive (an older SATA) with older video files is about 30% full. Does this sound OK? Should I move more older files to the O drive? It "continues to decline to around 50% of the performance with a relatively empty disk" Is it actully better with a more full disc?

     
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  • Currently Being Moderated
    Nov 17, 2010 12:04 PM   in reply to Brit.b

    NEVER partition a disk. Partitioning is a practice from the last century, when prices for HDD's were € 1,800+ for a 36 GB disk, not with current € 44 prices for a 1 TB disk. Partitioning only causes wear-and-tear, earlier disk failure and decreased performance, none of which you want.

     

    The fuller the disk, the worse the performance. If you approach anything over 50% fill rate, start considering adding disks to your system.

     
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  • Currently Being Moderated
    Nov 17, 2010 2:55 PM   in reply to Harm Millaard

    Thanks, I'll take your advice on the next computer build...and begin to move more files onto the comparatively free O drive.

     
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