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After Effects CC stopped working with QuickTime files

Jul 15, 2013 3:39 PM

yikes.png

 

I can not reliably use QuickTime (Animation or ProRes codec) in my timeline. I also can't export to QuickTime. I believe accepting the latest update to CC or my system software initiated this problem. I did not have this problem last week. I have converted all of my source QTs to .PNG sequences and .AIFs as a work-around.

 

System Details:

CS 6 CC | Mac OS 10.8.4 | MacPro5,1 | 96 GB Ram | PROJECT & MEDIA drive: Mercury Accelsior > 500 MB/s read/write | CACHE drive: Mercury Accelsior > 500 MB/s read/write | Nvidia Quadro 4000 Mac | CUDA Driver: latest update.

 

Troubleshooting Info:

• I've read this article: http://blogs.adobe.com/aftereffects/2011/02/troubleshooting-quicktime- errors-with-after-effects.html

• I don't have Blackmagic or Aja, but I do have Nvidia Quadro 4000 Mac with the latest Nvidia and Cuda drivers. I'll try uninstalling... but I may want to raytrace in the coming days.

• I've trashed the 12.0 folder and rebooted many times

• repaired permissions

• Multi-threding on/off doesn't matter

 

update

 

• "QT32Server process" appears then disappears Activity Monitor when I try to render ProRes (output module fails...)

• No firewall

• Uninstaled Nvidia driver. Restarted. Same problems.

 

and then

 

• Created a fresh admin user. This seems to work for now: I can read and write QTs through AE again. I'll update if there are any changes.

 

update again

 

Once again, I  can not import ProRes QTs into AE CC. Making a new user only worked for 2 launches. The only software I used with this system/new user was Adobe AE CC, PS CC, and Safari.

 

 

Any suggestions?

 

 

Best,

 

 

Benjamin

Branched to a new discussion.
 
Replies 1 2 Previous Next
  • Currently Being Moderated
    Jul 15, 2013 1:32 PM   in reply to Benjamin Goldman

    Benjamin,

     

    Assuming you've updated the OS and all drivers on your system and done all of the following:

    http://helpx.adobe.com/x-productkb/multi/startup-screen-hangs-premiere -after.html

     

    It's probably best to look at the crash logs for QT32Server. Look at recent logs here:

    /Users/<username>/Library/Logs/DiagnosticReports

    *The user Library folder is hidden by default on 10.8: http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-f iles.html

     
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  • Currently Being Moderated
    Jul 15, 2013 1:55 PM   in reply to Benjamin Goldman

    don't have any 3rd party QT stuff that I know of

    Why don't you check to be sure? What is in your /Volumes/<volumename>/Library/QuickTime folder?

     

    Your crash log indicates that the crash begins on a request to CoreAudio, the OS audio component. This is similar to other crashes in QT32Server we've seen with the Blackmagic drivers.

     

    What audio devices do you have installed? Are there any virtual audio drivers present, such as SoundFlower? SoundFlower has been known to crash QT32Server; check for an update.

     
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  • Currently Being Moderated
    Jul 15, 2013 2:19 PM   in reply to Benjamin Goldman

    Nothing here stands out to me, but you should proceed with the troubleshooting as originally recommended:

    http://helpx.adobe.com/x-productkb/multi/startup-screen-hangs-premiere -after.html

    "Remove all third-party QuickTime importers and exporters from the Library/QuickTime directory and restart the application."

     

    Just move them to a folder on the desktop and reboot. If it fails to help, put them back. If it helps then start putting them back one-by-one, then start AE and test, until you find the culprit.

     

    Interesting to note that all of those components were installed in 2009. Since you're running 10.8, that implies you've upgraded your OS. My opinion, which is not technical fact, is that OS over-installs carry risk due to built-up crud in the system and that formatting the OS drive before an upgrade is generally the better way to go.

     

    A good start would be to visit your Preferences folder and start clearing out old data. Like above, you can move files to the desktop temporarily in order to test if they are affecting the problem, and if they aren't you can put them back. Start with the Adobe files, of course, but also target QuickTime-related files.

     
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  • Currently Being Moderated
    Jul 15, 2013 4:46 PM   in reply to Benjamin Goldman

    Benjamin Goldman wrote:

     

    I do not have QuickTime problems with the same computer using AE CS6

    Yes, that's also been the case for other users with QuickTime problems in After Effects CC. At the same time, most people are using QuickTime in AE CC with no problem.

     

    This is a confluence of a change in QT32Server between AE CS6 and CC, and an undiagnosed condition on your computer that engages the crash. Our engineers are investigating the problem but the solution is non-obvious. Troubleshooting the problem on your computer may lead you to a solution and may also give us more clues as to the problem. (For example, we helped a user isolate the problem to the Blackmagic drivers. We are working with Blackmagic to investigate that cause.)

     

    Have you tried moving the QuickTime components, or the files in your preferences folder, as per my previous suggestions?


    Can you post a system info report from the computer? This will show all of the audio (and other) devices available, and might help us sniff out the culprit. Applications > Utilities > System Info.app, then File > Save.

     
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  • Currently Being Moderated
    Jul 15, 2013 5:49 PM   in reply to Benjamin Goldman

    Thanks. Nothing's standing out here. The (LED) Display Audio device is the only non-standard item I see, though not one I would normally suspect.

     

    A couple of troubleshooting shots-in-the-dark:

    1. If you unplug this monitor, does the problem still occur?
    2. In AE's Preferences > Audio Hardware, what is the default device? If you change this, does the problem still occur?
    3. Open Audio MIDI Setup.app in Applications > Utilities. Which device is set as your default output? If you set a different device as the default, does the problem still occur?

     

    Let us know where you get with the other troubleshooting steps.

     
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  • Currently Being Moderated
    Jul 16, 2013 9:51 AM   in reply to Tim Kurkoski

    Just to chime in with a "me too" here. I am having these same problems.

     

    Deleting the AE CC prefs seemed to help for a day or so, then I am back to the same thing. In the middle of a session, AE will suddenly stop working with all of my QuickTime files.

     

    I've been following along with this thread hear trying to diagnose the issue with no luck so far.

     
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  • Currently Being Moderated
    Jul 16, 2013 10:05 AM   in reply to harryfrank

    Harry, to validate that you're in the same boat as Benjamin, please verify for me that:

    • No AJA or Blackmagic hardware or drivers are installed
    • AE CS6 does not have problems working with QuickTime files on the same computer
    • You've attempted the troubleshooting referenced in posts #1 and #2 of this thread

     

    Please post your last crash log for QT32Server and a System Info report. Also, please post a screenshot of Activity Monitor after a reboot and launching AE. Benjamin, please do the same.

     
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  • Currently Being Moderated
    Jul 16, 2013 10:16 AM   in reply to Tim Kurkoski

    Yes, yes and yes.

     

    As mentioned, I trashed the prefs which was some time late last week. I thought this was the solution until late yesterday the same problem occured. It happens randomly while either interacting with AE or rendering. So, my ability to read or write QuickTime just "stops" and only restarts when I quit AE and re-launch it.

     
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  • Currently Being Moderated
    Jul 16, 2013 10:23 AM   in reply to harryfrank

    As mentioned, I trashed the prefs which was some time late last week. I thought this was the solution until late yesterday the same problem occured. It happens randomly while either interacting with AE or rendering. So, my ability to read or write QuickTime just "stops" and only restarts when I quit AE and re-launch it.

    We've seen in other cases of this problem that trashing the prefs helps temporarily. The problem appears related to audio devices or drivers, and trashing your prefs will reset the values used in AE's Audio Hardware prefs. That seems to delay the problem until the trigger occurs. (We're still investigating what the trigger is.)

     

    Your crash log and system info will help us compare and isolate, and potentially find a solution faster. If you do not want to post the files publicly, you can send it to kurkoski -at- adobe -dot- com.

     
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  • Currently Being Moderated
    Jul 19, 2013 9:20 PM   in reply to Tim Kurkoski

    Hi there,

     

    I'd like to chime in and say that I'm have very similar issues with QT ProRes 4444 footage in AE CC.

     

    Here's a link to my latest crash report:

     

    https://dl.dropboxusercontent.com/u/5473641/Adobe%20QT32%20Server_2013 -07-19-225348_Grahams-Mac-Pro.crash

     

    What seems to be triggering it for me is having After Effects and Premiere open at the same time.

     

    Here's the error I'm getting when I open Premiere up while After Effects is open and I switch back to After Effects and sometimes when I render out .movs:

     

    Screen Shot 2013-07-19 at 10.37.29 PM.png

     

    I was also getting the error the OP posted.  Restarting seems to fix both issues temporarily and if the error has already happened and I shut down AE and reopen, all of my ProRes 4444 clips disconnect.  This will also sometimes disable the output device (BM Decklink Studio 2) and make the card unavailable in AE prefs.  This seems to be a BM driver issue.

     

    I've uninstalled and reinstalled the BM drivers twice, reset prefs, etc.

     

    MacPro 4,1

    10.8.4

    latest CUDA and Blackmagic drivers

     
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  • Currently Being Moderated
    Jul 22, 2013 10:14 AM   in reply to Graham Hutchins

    Thanks for the info, Graham. Could you also post or send me your computer's system info report? (I describe how to generate the file in post #8 of this thread.)

     

    Your crash matches that of all the other cases, so what we need to do is collate your system data with others to look for the common factor.

     

    A reminder to Harry and anyone else out there reading this that if you are experiencing the same problem (and most specifically if your crash report matches the ones Graham and Benjamin have posted) that we want to look at your data, too.

     

    A couple of other questions I haven't asked on this thread but have been relevant in a few cases:

    • Do you have any screen capture or audio capture software installed? SoundFlower has been known to cause this problem. iShowU is also a culprit because it installs the SoundFlower component.
    • Do you have the multiprocessing preference in AE enabled when this problem occurs? If so, does turning it off make the problem go away?
     
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  • Currently Being Moderated
    Jul 22, 2013 3:57 PM   in reply to Benjamin Goldman

    Thanks for the update, Benjamin.


    The two key things to look for here are:

    • QT32Server is not running at the time of the errors (check Activity Monitor)
    • The crash log shows the last request was a call to CoreAudio

     

    These identifiers are consistent and specific to the problem we're chasing.

     
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  • Currently Being Moderated
    Jul 23, 2013 8:23 PM   in reply to Tim Kurkoski

    Hi Tim,

     

    Quick update.

     

    I noticed that I had a media streaming utility, AirParrot (similar function as Apple's AirPlay), installed on my machine.

     

    Quick uninstall and reboot later and the "reading frame from file" from ProRes media error seems to be gone as well as the issues I was having rendering ProRes outputs.

     

    We'll see if it comes back, but I'm hoping this fixed the issue, at least for me.

     

    Cheers.

     
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  • Currently Being Moderated
    Jul 24, 2013 1:44 PM   in reply to Graham Hutchins

    [Re-post after branching]

    Hey Graham- Thanks for the update and glad you got positive results. This matches what we suspect, that the presence of other audio devices contribute to QT32Server failing. Let us know if anything changes.

     

    Benjamin- Have you had a chance to troubleshoot with the monitor?

     

    RE: the QT Player problem, what's memory usage on the machine? Do you have multiprocessing enabled in AE? When QT Player is open, does it have a file open? Is it a file referenced by the open AE project? What codec are these files?

     

    Sorry to repeat myself, but this smells like a new forum thread. [Branched the relevant post. Benjamin previously replied: In a rendering, tweaking marathon for delivery. Awaiting progress bar now, and will unplug my monitor and thoroughly reinstal after delivery.]

     
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  • Currently Being Moderated
    Jul 26, 2013 9:25 PM   in reply to Tim Kurkoski

    Aaaaaaand. . . it's back.

     

    Reading from and rendering to a prores file has caused the same "reading frame from file" error.

     

    Premiere was also open at the time.  Shut down Premiere and restarted AE CC and could then render.

     

    Any timeframe that we might expect a bug fix?

     
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  • Currently Being Moderated
    Jul 29, 2013 12:07 PM   in reply to Graham Hutchins

    We've made some good progress on this problem in the past week. Thanks everybody for your patience. My next task is to write up our findings and explain what's going on in detail, which will be posted on the blog: http://blogs.adobe.com/aftereffects

     

    Until then, a couple of questions for anybody experiencing the problem:

    • Most of you have remarked that the problem will go away for a while and come back. When it comes back, we want to know if the last action you took in AE was to switch from AE to the Finder or another application. There's a chance that this problem is triggered when you leave and re-enter AE while it is running.
    • Do you enable Video Preview in AE's preferences? This usually applies if you have a Blackmagic, AJA, or other hardware, but AE can also use FireWire DV (standard-def only) devices. If you do enable this preference, regardless of which hardware you use, please tell us.

     

    Graham Hutchins wrote:

     

     

    Any timeframe that we might expect a bug fix?

    I'll have more information in the blog post.

     
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  • Currently Being Moderated
    Jul 29, 2013 4:06 PM   in reply to Tim Kurkoski

    I have a new request for anybody experiencing this problem: troubleshoot your QuickTime components. We would like to know if these are related to the problem.

     

    1. Go to the Library/QuickTime folder on your OS hard drive (the root of the drive, not the Library in your System or user folders).
    2. Take a screen shot of this folder for me.
    3. Move half of the files in this directory out to a folder on your desktop.
    4. Reboot, launch After Effects CC, and try to work with QuickTime files as you normally would: import, play back, and render. (Note that you may have removed some codecs in the previous step, so some files may not work.)
    5. If the problem still occurs, move the other half of the QuickTime component files and reboot.
    6. If the problem goes away, move the files back into the Library/QuickTime folder one by one, reboot and test again.
    7. When the problem happens, the last component you restored is a culprit. Remove it, but continue to test the rest of the files. There may be more than one culprit.

     

    Please post your results back to this thread, including the screen shot you took in step 2.

     

    Thanks much.

     
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  • Currently Being Moderated
    Jul 31, 2013 2:22 PM   in reply to Tim Kurkoski

    Big update here, guys. I have a proposed solution for this problem, relative to my last post:

     

    1. Go to your Library/QuickTime folder.
    2. Move the file named DVCPROHDVideoOutput.component to your desktop.
    3. Start After Effects CC and test using QuickTime files again.

     

    If this works, I would like to know if the Date Modified value for your copy of DVCPROHDVideoOutput.component is 2007 or 2009.

     

    If it doesn't work, please proceed with the troubleshooting described in my last post, including the screenshot of your Library/QuickTime folder. It's very possible that other components could cause the issue. This is the only one we have confirmed.

     

    Please post back with your results. Thanks.

     
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  • Currently Being Moderated
    Jul 31, 2013 2:40 PM   in reply to Tim Kurkoski

    After a couple weeks without the problem, it cropped up again. Found this post, and I think the DVCPro thing fixed the problem for me!

     

    DVCPROHDVideoOutput.component dated 2009

     
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  • Currently Being Moderated
    Jul 31, 2013 4:14 PM   in reply to Benjamin Goldman

    Hello,

     

    My team and I have been following this thread - we've been having very similar issues. Namely the 86::2 error and "MooV file is damaged or unsupported."

     

    We had these issues on two machines from the first time we ran Ae CC and Pr CC early last week and were on OS 10.7.5. So we did a clean install and upgraged to Mountain Lion.

     

     

    System Info: CS 6 | FCP 7 | 2x2.93 GHz 6-Core Intel Xeon | 64 GB 1333 MHz DDR3 ECC | NVIDIA Quadro 4000 2048 MB | OS X 10.8.4 | Latest CUDA drivers | AJA KonaLHi drivers 10.4.4 (we have moved back from 10.4.5 upon reccomendation from AJA tech support.)

     

    The second machine is the same as above, but with 20 GB of ram.

     

    (Red Giant plugins were installed after the crashes on the clean install)

     

    We are networked with an XSAN.

     

    On my machine, the first listed above, I seem to have stemmed the issue in Ae by uninstalling Premiere. Without Premiere none of the problems in AE occur.

     

    On my clean install the timeline of app installation went: first FCP, then Ae, then Pr. When I installed Premiere the problems arose again, 86::2 error and MooV error and the issue still arrises on the 20 GB machine when switching between Ae and Pr.

     

    I hope that makes sense.

     

    We will troubleshoot the Quicktime files tomorrow. I hope this can be helpful!

     

    Thanks.

     

    Adobe Crash Report Links:

     

    https://dl.dropboxusercontent.com/u/8857265/Adobe%20Troubleshooting%20 -%20Reports/Adobe%20QT32%20Server_2013-07-31-150909_Edit-TWO.crash

     

    https://dl.dropboxusercontent.com/u/8857265/Adobe%20Troubleshooting%20 -%20Reports/After%20Effects_2013-07-31-154601_Edit-TWO.crash

     

    https://dl.dropboxusercontent.com/u/8857265/Adobe%20Troubleshooting%20 -%20Reports/After%20Effects_2013-07-31-155938_Edit-TWO.crash

     
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  • Currently Being Moderated
    Jul 31, 2013 4:16 PM   in reply to Tim Kurkoski

    Tim, while writing my post, we tried your fix. It did not work. We have the 2009 QT component.

     

    Thanks.

     
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  • Currently Being Moderated
    Jul 31, 2013 5:15 PM   in reply to JayEmZee

    JayEmZee,

     

    The crash logs you posted are for two different problems.

     

    The QT32 Server crash is the issue we're talking about on this thread.

     

    The After Effects crash is a different issue. The log shows Red Giant Colorista is causing the crash. Please start a new thread for this problem.

     

    Can you confirm that the QT32 Server crash happens without the DVCPROHDVideoOutput component present? As opposed to the AE/Colorista crash. We need to be very specific here. If necessary, please uninstall Colorista to remove it from the equation.

     

    -=Tim

     
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  • Currently Being Moderated
    Jul 31, 2013 5:47 PM   in reply to Benjamin Goldman

    Benjamin Goldman wrote:

     

    Strangly, in The Activity Monitor, Adove QT32 Server shot up to 99% CPU usage when the first render started, then tapered off to 3% and now sits at 0.2%. Is this normal?

    Normal? Probably. Chatted about it with one of the developers here, and our assumption is that it's normal for any process to consume a few extra cycles on startup and then cool back down. In this case, it's very likely that QT32 Server is simply a conduit between AE and whatever thread QuickTime has spun up to handle the compression, thus it doesn't consume much processing power by itself.

     

    Also, good suggestion for JayEmZee about making sure the component file actually gets removed. The Library/QuickTime folder is a protected location, so you can copy out freely but writing and removing files requires an admin password. I've been typing my password a lot today...

     
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  • Currently Being Moderated
    Aug 1, 2013 7:54 AM   in reply to Tim Kurkoski

    Yes it was removed.

    Lib:QT Folder_No DVCPROHDVidOutcomp.jpg

     
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  • Currently Being Moderated
    Aug 1, 2013 8:40 AM   in reply to Tim Kurkoski

    And Red Giant was never installed on the machine that we removed the QT component from. That report was from a second machine. Image was too big before, sorry.

     

    Lib:QT Folder_No DVCPROHDVidOutcomp.jpg

     
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  • Currently Being Moderated
    Aug 1, 2013 10:12 AM   in reply to Tim Kurkoski

    After fully troubleshooting the codecs  and moving the the  DVCPROHDVideoOutput.component to an external folder then moving the original .component to the trash from the QT Lib folder and emptying the trash we haven't been able to replicate the error.

     

    Thank you!

     
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  • Currently Being Moderated
    Aug 1, 2013 11:48 AM   in reply to JayEmZee

    Thanks for the followup, JayEmZee. Good to know this worked for you.

     
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  • Currently Being Moderated
    Aug 1, 2013 2:06 PM   in reply to Tim Kurkoski

    I'm having the same problem, but I do have an AJA card. Should I start a new thread or should I post my details in this one?

     
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  • Currently Being Moderated
    Aug 1, 2013 2:13 PM   in reply to tmpst01

    tmpst01 wrote:

     

    I'm having the same problem, but I do have an AJA card. Should I start a new thread or should I post my details in this one?

    Does removing the DVCPROHDVideoOut component solve the problem for you?

     

    If not, please start a new thread. We had early suspicions that older AJA drivers (pre-10.4.5) could cause the same problem, but there was no evidence to support this theory. If you have elimiated the DVCPROHDVideoOut component, please start a new thread with the following information:

    • The version of AJA drivers that you have installed, and whether you have updated to 10.4.5.
    • A screenshot of your Library/QuickTime folder.
    • The most recent crash report for QT32 Server from /Users/<username>/Library/Logs/DiagnosticReports.

     

    *The user Library folder is hidden by default on 10.8: http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-f iles.html

     
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  • Currently Being Moderated
    Aug 2, 2013 3:07 PM   in reply to Benjamin Goldman

    I've had this same error off and on. It all had to do with ProResLT media. Today it didn't "fix itself" so I tried reinstalling the quicktime proapps codecs: http://support.apple.com/kb/DL1396   This FIXED IT! Hopefully it stays working.

     
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