1 2 Previous Next 63 Replies Latest reply on May 18, 2016 5:53 AM by Szalam Branched to a new discussion.

    AE CC: Will no longer collect files

    undefinedcreative Level 1

      Never ran into this before, started with the most recent update.
      Whenever I try to collect files, it inevitably gets to:

       

      After Effects warning: The file...... could not be found.

       

      Then it ends collecting, so whatever is beyond that file is never copied. Incredibly frustrating. I thought at first it may be file names, long paths, etc. but right now I'm looking at a problem with a file named IMAC.png that resides in /(Footage)/Source/images/ - so that can't be it.

       

      I have a RAID setup that I work from, so I also tried collecting to the desktop. Same thing.

       

      Any thoughts appreciated.

      Thanks!
      Maria

       

       

       

      AE 12.2.1.5

      10.9.1 Build 13B42

      2x2.93 6-Core Xeon

      20GB RAM

        • 1. Re: AE CC: Will no longer collect files
          Formatik Mediaontwerp Level 1

          I have the exact same problem.. And it is frustrating as hell because it won't allow me to archive my work correctly.

          • 2. Re: AE CC: Will no longer collect files
            undefinedcreative Level 1

            Formatik - are your specs anything like mine? Are you working on drives other than where the app is installed?

            I'd love to at least have a direction to try... right now I'm out of ideas

             

            I agree, it's frustrating as hell, because I'm now archiving 50GB projects that ought to be 10GB.

            • 3. Re: AE CC: Will no longer collect files
              Formatik Mediaontwerp Level 1

              Im on a macbook pro retina 2012, 4 core i7, 512 GB flash drive with 16Gb's mem. I use external thunderbolt Drobo's for storage. But active projects are on my main drive. Latest version mac OS and AE. But i don't think it has anything to do with system specs. I've had this problem since installing AE CC.

               

              The thing is that inside of AE i have no missing media, even when consolidated or whatever. But still, when collecting it often says 'The file ... could not be found.'. It's driving me nuts. If i manually collect a project i will make mistakes and maybe leave a file or two out because i imported something from a different location. Collecting a project is absolutely essential if i want to keep everything in order.

               

              And it's totally random, sometimes it works.. most times it will not. I've reinstalled CC multiple times, i've even formatted my main drive in between. To no avail.

               

              I have no clue whatsoever.

              • 4. Re: AE CC: Will no longer collect files
                undefinedcreative Level 1

                Yep. Exactly – no missing footage in project. I even tried to "reload" the file it stops on. I had a hunch that it may be a question of drives, but knowing that you're working on local makes that irrelevant.

                 

                Wish someone from Adobe would chime in....

                • 5. Re: AE CC: Will no longer collect files
                  danielsiegl

                  Same Problem here!

                   

                  Server / Network / doesn't matter.

                   

                  Filenames like BG01.psd in folder "_footage" wtf!?

                   

                  AE 12.2.1.5

                  OSX 10.9.2

                  MacPro 5,1 2x 2.66ghz 6core

                  24Gig Ram

                  • 6. Re: AE CC: Will no longer collect files
                    Szalam Adobe Community Professional & MVP

                    undefinedcreative wrote:

                     

                     

                    Wish someone from Adobe would chime in....

                    This is a user-to-user forum where people help out in their spare time. We are fortunate that Adobe employees come in here occasionally, but we can't count on it. If you want official Adobe support, there is an official customer support option available to you. Agents can even connect to your computer to help diagnose issues!

                    • 7. Re: AE CC: Will no longer collect files
                      undefinedcreative Level 1

                      Szalam, any idea HOW to get the offical customer support option? Poked around on the site and all I can find is the forum, the bug report and feature request. No actual "get help from a human" link. Could just be me, but it's not too obviously placed.

                      • 8. Re: AE CC: Will no longer collect files
                        Szalam Adobe Community Professional & MVP

                        undefinedcreative wrote:

                         

                        Szalam, any idea HOW to get the offical customer support option? Poked around on the site and all I can find is the forum, the bug report and feature request. No actual "get help from a human" link. Could just be me, but it's not too obviously placed.

                        At the bottom of most pages on Adobe.com there is a link to "Contact Adobe". It takes you here.

                        • 9. Re: AE CC: Will no longer collect files
                          Chad - Yeah Haus

                          Just an FYI, I chatted w/ adobe and theyre aware of the issue and their engineers are working on it. One thing we figured out was that if I removed any WAV file and any non-ProRes quicktimes it went through the collect process. So basically I converted my footage to ProRes and converted my WAV files to AIFFs and it collected successfully. 

                           

                          I know this isnt a good solution for anyone with alot of quicktimes in their projects, but it worked for now. 

                           

                          I hope that helps you until they fix the issue.

                          Chad

                          • 10. Re: AE CC: Will no longer collect files
                            Todd_Kopriva Level 8

                            Who, exactly, did you chat with at Adobe? This is not a familiar issue to me.

                            • 11. Re: AE CC: Will no longer collect files
                              Chad - Yeah Haus Level 1

                              Hi Todd,

                              I dont recall his name, I used the 'chat with an agent" feature on the Customer Care page. He helped me remove the WAV's and Quicktimes, had me try collecting again.... and then mentioned to convert any QT's to ProRes.  I only had one Animation codec w/ alpha and I converted that to ProRes4444+ and it worked for me. I'm paraphrasing but at the end he said "we're aware of the issue, and our engineers are working on it". 

                               

                              Chad

                              • 12. Re: AE CC: Will no longer collect files
                                undefinedcreative Level 1

                                Thanks Chad. Doesnt do mu for me since 90% of the project I need to reduce is all over the map in terms of codecs....

                                Though if Todd isnt aware of the issue, this may hang around for a while

                                • 13. Re: AE CC: Will no longer collect files
                                  Todd_Kopriva Level 8

                                  Chad,

                                   

                                  Please give me the case number for your interaction with Adobe Technical Support. It is important that I know who you were talking with. There are no bugs in our system that resemble the information that you provided.

                                   

                                  I don't doubt that something that you did helped you to get past your problem with collecting files, but I am very skeptical that it had anything to do with removing all WAV files and transcoding all QuickTime files to ProRes.

                                   

                                  I want to get to the bottom of what the actual problem is, and a first step is finding out who among our Technical Support staff gave you that information and what they're basing it on.

                                  • 14. Re: AE CC: Will no longer collect files
                                    undefinedcreative Level 1

                                    Hey Todd, I've been testing this on my system since I've had a number of projects to collect for clients this week. There seems to be no logic to it. One project I was able to copy to desktop and collect to desktop and it worked fine (after not collecting off the RAID drives.) Thought that may just have to be the procedure from now on, but then the next project (a much more complicated one, of course!) didn't work regardless of where it was or where I tried collecting.

                                     

                                    Where should do I go from here – contact support?

                                     

                                    Thanks!
                                    Maria

                                     

                                    PS: this is slowly killing me

                                    • 15. Re: AE CC: Will no longer collect files
                                      Todd_Kopriva Level 8

                                      Yes, if you contact Technical Support and ask to be escalated to the tier 2 agents in the professional video queue, they should be able to work with you to isolate your issue.

                                      • 16. Re: AE CC: Will no longer collect files
                                        Nicolas Mermet

                                        Just went through a very helpful interaction with adobe support in live chat for the same problem.

                                        I had been plagued for weeks with giant ae projects collects that would hang on a random psd file everytime, after copying it to the target directory.

                                        These settings solved the issue completely for me:

                                        in the collect window, select "for all comps" rahter than all

                                        make sure the "obey proxy settings" is checked.

                                        Voila, no more fail (for me at last)

                                        It was not clear where the hang came from - it seems either AE or PSD were creating proxies that were not visible to the user (these projects contained many giant, multilayered psd comps with video layers). These proxies seemingly were breaking the collect process.

                                        • 17. Re: AE CC: Will no longer collect files
                                          Nicolas Mermet Level 1

                                          the problem came back today... With the same settings I cannot collect files (that were collecting perfectly fine yesterday eve). Argh!!! Only thing I can think of is that I am using one of apple's fusion drives. could that be it ? Some file caching shenanigans ?

                                          • 18. Re: AE CC: Will no longer collect files
                                            undefinedcreative Level 1

                                            Nope, didnt work

                                            I'll be calling support on Monday.

                                            • 19. Re: AE CC: Will no longer collect files
                                              Formatik Mediaontwerp Level 1

                                              The only way it works for me, is to restart in mac repair mode (command + R) in reboot. Use disk manager to repair disk and file permissions. After that AE collected files normally again.

                                               

                                              After some time i get errors again. And when i repair both the drive and file permissions it works again. This should not happen.

                                              • 20. Re: AE CC: Will no longer collect files
                                                Rick Gerard Adobe Community Professional & MVP

                                                I had this happen a long time ago and it was some 3rd party software that was fouling up permissions all over the place. I can't remember what it was, but that's the first place I would look.

                                                1 person found this helpful
                                                • 21. Re: AE CC: Will no longer collect files
                                                  Nicolas Mermet Level 1

                                                  mmh, I went through repairing permissions last week, resetting manual permissions on target folders and it did not help for me. - but it would seem that the real problem is on the new files copied by AE - AE interrupts right after copying a file to the target directory that it then can not find. So it seems either AE is writing files with a permission issue at a random time, or the filesystem is doing something to the files as soon as it is copied and AE looses them. The simple fact that it is completely inconsistent (fail on a different file each time, once in a blue moon will collect without issues) is very puzzling.

                                                  • 22. Re: AE CC: Will no longer collect files
                                                    simontubbs

                                                    Hi All, I was experiencing the same issue on a MacBook Pro (2011) 2.2 ghz Quad-core i7, 8GB 1333 Mhz DDR3 on OSX Mavericks 10.9.2 and using After Effects CC 12.2.1.5 however I found a work around - I was collecting from a project/ assets stored on an external firewire HD, trying to collect to my local HD. I found that if I collected to the same firewire (where the original assets are stored) and then copied the collected folder over to the internal HD it worked fine. It's defintely a bug - possibly a permissions issue bug - but this worked for me.

                                                    • 23. Re: AE CC: Will no longer collect files
                                                      undefinedcreative Level 1

                                                      simontubbs, nicolas and everyone else who mentioned permissions issues: sounds like that is the problem. So far, I tried fixing permissions, no luck with that. I also tried copying to local drive, collecting from same drive to same drive to other drive, in just about every combination.

                                                       

                                                      But, what seems to work fine is collecting the same files on my laptop!

                                                      • 24. Re: AE CC: Will no longer collect files
                                                        JMDesignco

                                                        I'm having the same issue.

                                                        • 25. Re: AE CC: Will no longer collect files
                                                          brischitta

                                                          I installed CC after Effects this week on a new one of these a week ago.

                                                          I have a project on the desktop and I am collecting to it, except I am not because everytime I try

                                                          it bails at a different psd file and bombs.

                                                          You Adobe people HAVE to figure this out.

                                                          Thx,

                                                          Birgit

                                                          Screen Shot 2014-03-23 at 5.40.02 PM.png

                                                          • 26. Re: AE CC: Will no longer collect files
                                                            Rick Gerard Adobe Community Professional & MVP

                                                            We need more info than just the os version? What is the file structure? What is your version of AE down to the last decimal point? What changed?

                                                            • 27. Re: AE CC: Will no longer collect files
                                                              brischitta Level 1

                                                              Hi Rick,

                                                              Thanks for the email. Maybe it would be easier to discuss over the phone?

                                                               

                                                              Birgit

                                                              {Phone number removed by Forum Host}

                                                               

                                                               

                                                               

                                                              From Forum Host Andrew Yoole:

                                                               

                                                              Please don't post personal phone numbers in the forum (if you know what's good for you and your personal security!)

                                                               

                                                              If you require personal interaction by phone to resolve an After Effects issue, I strongly recommend you call Adobe Customer Care in your region.

                                                               

                                                              Otherwise, please provide substantive system and (in relation to this thread) file structure information if you seek assistance from other members of this Forum.

                                                              • 28. Re: AE CC: Will no longer collect files
                                                                Rod_Miranda

                                                                I also keep getting the same error after updating to CC (CS6 used to do be fine). Extremely annoying!

                                                                • 29. Re: AE CC: Will no longer collect files
                                                                  simontubbs Level 1

                                                                  Not everyone has posted their OS version, but from what I can see most are on Mavericks. I think it's more of a Mavericks issue than an Adobe issue. That said afetr a bit of experimenting collecting the files to where the original AEP is stored on the same HD seems to work for me.

                                                                  • 30. Re: AE CC: Will no longer collect files
                                                                    Rod_Miranda Level 1

                                                                    I'm on Mavericks and after a few attempts I've found a work around the issue.
                                                                    Once I get the error, I close the project, open it again and before collecting it I

                                                                    search and open that especific file in the Project panel, just to tell AE "Hey, this

                                                                    file DOES EXIST." I then run collect again and it works!

                                                                     

                                                                    Not a great solution (and sometimes AE finds a second "missing file" and I

                                                                    have to repeat this procedure for both), but at least it works until they fix it

                                                                    in a future update.

                                                                    • 31. Re: AE CC: Will no longer collect files
                                                                      benjamin black

                                                                      I've found that deleting any Quicktime or C4D files in my AE scene fixes the problem. Could this be related to the other

                                                                       

                                                                      Quicktime issues that AE CC is experiencing?

                                                                      • 32. Re: AE CC: Will no longer collect files
                                                                        Bjenkt

                                                                        I'm having the same problem and it's absolutely killing me having to do silly hours just to manually collect files. The problems started after upgrading to Mavericks. I also purchased a new Macbook Pro with Mavericks pre- installed and hope that I had made a duff upgrade on my other workstation  but the problems persist.

                                                                        In my case It seems like it stops when encountering a mov file (Prores so no funky codecs) but it's very erratic and doesn't consistently do it at the same file so I've ruled out corrupt files.

                                                                        Somethings definitely broken and I believe Mavericks is the culprit here and I hope there's a fix coming out to rectify this problems VERY soon.

                                                                        • 33. Re: AE CC: Will no longer collect files
                                                                          r.seemueller

                                                                          I'm also having the same problem.  It seems to happen often with illustrator documents broken into layers.  If I import the whole document as one footage element, it then works.  However, that being said, it does happen to other files too and those I can't work out any sort of rhyme or reason.  It's absolutely killing my productivity and is a serious, serious problem as far as I'm concerned.

                                                                           

                                                                          For what it's worth, I'm on Mavericks and have a separate "Projects" drive from my applications drive.  I'm also running Adobe CC.  Any other specs that are needed, just let me know.

                                                                          • 34. Re: AE CC: Will no longer collect files
                                                                            jessepelkey

                                                                            Hey everyone:

                                                                             

                                                                            So, we have been having this issue in our studio, and one of our designers figured out why this is happening. I've tested it several times, and it seems to be the issue.

                                                                            When you are collecting your files, DO NOT MOVE THE MOUSE. I know how ridiculous this sounds, but it works every time. Just hit enter with the keyboard, and step away. All should be well.

                                                                             

                                                                            <soapbox>

                                                                            The bigger question is this: Why? I remember when Adobe wasn't bloatware, and everything worked, and worked fast. It seems that as machines get faster, software gets slower and buggier, with Adobe being one of the biggest culprits. How about this, Adobe. Make your bloatware for people who want all the bells and whistles, and then make a streamlined professional version, with only essential tools so I spend more time getting the job done, and less time wrestling with the toolset. This seems like it would make sense given your new subscription-based business model, and relatively easy to implement. Innovation is fine, but not at the expense of productivity. In other words, make me love your software again, please.

                                                                            </soapbox>

                                                                            • 35. Re: AE CC: Will no longer collect files
                                                                              LittleBigBang

                                                                              Wow. This totally worked. Crazy.

                                                                              • 36. Re: AE CC: Will no longer collect files
                                                                                llombardia Level 1

                                                                                We're also having this issue. To date:

                                                                                • I've been told that permissions where the collections are being written need to be read/write not just for owner and group; but also for everyone (that is, 777) so I modified the launched-user UMASK so that files and folders created by user launched threads are created with the required permissions.
                                                                                • Permissions for the Adobe folder in ~/Documents also apparently has to have the same wide-open permissions
                                                                                • Have spent over an hour and a half with Adobe support working on this issue, ultimately sending them a copy of the After Effects project that refused to respond to any remediation
                                                                                • Cleared caches
                                                                                • Cleared preferences (altering the default preferences to allow scripts to write to the network caused workstations that previously were able to collect to lose that ability; but that option is necessary in order for our Qube render farm to receive work from the artists)
                                                                                • Have found that some workstations are able to collect certain projects that error out on the majority; but have been unable to identify what the difference is, as the plugins used are the same, across the board
                                                                                • The Adobe support case is 0185837757
                                                                                • The artists that I support are on the verge of demanding we revert back to CS5. This has become a huge political hot potato at my work!



                                                                                • 37. Re: AE CC: Will no longer collect files
                                                                                  brendancoots

                                                                                  jessepelkey wrote:

                                                                                   

                                                                                  Hey everyone:

                                                                                   

                                                                                  So, we have been having this issue in our studio, and one of our designers figured out why this is happening. I've tested it several times, and it seems to be the issue.

                                                                                  When you are collecting your files, DO NOT MOVE THE MOUSE. I know how ridiculous this sounds, but it works every time. Just hit enter with the keyboard, and step away. All should be well.

                                                                                   

                                                                                  This totally works. Why, Adobe, Why? What an embarrassment.

                                                                                  • 38. Re: AE CC: Will no longer collect files
                                                                                    orthanc28

                                                                                    HI Guys, I stumbled on this problem just a few hours ago and what worked for me is to SAVE the collected files in the same location/hard drive as the files that AE can't locate. Well, it worked for me anyways. Still a PIA and adobe should fix this issue.

                                                                                    • 39. Re: AE CC: Will no longer collect files
                                                                                      falldowngoboom

                                                                                      HAH! The "DON'T TOUCH THE MOUSE" trick did it!! What a bug. Thanks so much for figuring it out jessepelkey!

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