6 Replies Latest reply on Jan 3, 2015 9:14 AM by clauderozsa

    Don't understand the cc cleaner tool

    clauderozsa Level 1

      Good morning and happy new year.

       

      I must be the dumbest people here but I tried to follow the cc cleaner tool process explained here and I'm at a loss and stopped before making a fool of myself.

       

      I went through the process 1 and 2 ie. I have a disk repair and an external disk backup of my system driver. (I use Win 7 Ultimate fully updated). My projects are NOT on the system drive as well as all the clips I use .

       

      question : Will CC cleaner delete on the system drive any information related to my projects? I need a precise answer: No or Yes. The "perhaps", "maybe" etc evavive answers are not acceptable in such situations.


      In  the step 2 of the help file I uninstalled with Win 7 uninstall manager different elements from CC and CS 6 that either I have no use of or that I wont use anymore as I want to stick to the latest version of CC which are PPro, AE  and Mediaencoder for the moment.


      We arrive to step 3 and there I just don't understand why I should have to uninstall programs I uninstalled in the previous step. Will that step totally erase the whole programs of CC for example, or will it just clean remaining items or directories specifically related to for instance Prelude CC 2014 ? Can't people who write these messages in their scripts be once and for all precise in their wording saying what will be done?!

       

      In this present instance I need to make a clean re-install of Mediaencoder CC as there has been most probably a problem during the recent update although it was completed without any error messages; I can't anymore re encode a project although I have not changed a line of it! The program stops suddenly and reboots my computer. I have not changed anything in the computer as well and the hardware is not the cause of the problem as it is only Media encoder which provokes the crash when it did not before the update.

       

      This will be probably considered an ill mannered way of presenting my problem by I'm sorry to say that one cannot work cautiously enough and I don't want to see weeks of work erased and not usable even with backups because a user manual is not clear and precise in its wording. This infuriates me and I wish to know where I set foot!

       

      Again sorry for my bad temper but really this is stressing.

      Thanks in advance for your help

      Claude

        • 1. Re: Don't understand the cc cleaner tool
          David__B Adobe Employee

          Hi Claude,

           

          I had several thoughts when reading your post. Please read my entire reply before attempting anything. I'll try to address all of your questions and let you know what I would do in your situation. I might also have a few more questions for you.


          You asked: Will CC cleaner delete on the system drive any information related to my projects?


          None of the project files themselves get deleted when using the cleaner tool, however changes to the product installations could impact your ability to open or work with your current projects. Updates or third party add-on's for example get affected with reinstallation. What version of Premiere Pro are you running currently? Do you have any third party plug-ins or hardware you using in conjunction with Premiere Pro? Do you know what version of Media Encoder you were using successfully before the recent update and you started having problems?

           

          You said: In  the step 2 of the help file I uninstalled with Win 7 uninstall manager different elements from CC and CS 6 that either I have no use of or that I wont use anymore as I want to stick to the latest version of CC which are PPro, AE  and Mediaencoder for the moment.


          I would probably have focused on just Media Encoder if possible but whats done is done. Maybe you did?

           

          You said: We arrive to step 3 and there I just don't understand why I should have to uninstall programs I uninstalled in the previous step. Will that step totally erase the whole programs of CC for example, or will it just clean remaining items or directories specifically related to for instance Prelude CC 2014 ? Can't people who write these messages in their scripts be once and for all precise in their wording saying what will be done?!

           

          The cleaner tool removes the same directories as the standard uninstaller. However the uninstaller is definitely the preferred method as it is done in conjunction with OS and the registry versus scripts which don't. The cleaner tool is generally used when the standard uninstall method fails but you always want to try that first. The fact that one is using the cleaner tool in the first place is typically done because there is some kind of uninstall problem. The cleaner tool fails in some cases (damaged OS permissions for example). The steps in the kb does give instructions for doing the same thing different ways but are given this way intentionally for the best chance of success. When using the cleaner tool it does give feedback about changes made after being used.

           

          Other thoughts:

          - When using the Media Encoder are you using an unmodified preset from the product installation?

          - Does specifying a different output location, i.e. drive and directory make any difference?

          - What is codec in question, do you get the same issue with a different codec?

          - Do you have the latest version of Quicktime installed?

          - Does the same behavior happen for all projects?

          - You might want to post the question in the Premiere Pro and Media Encoder forums too.

           

          Best,

          - Dave

          • 2. Re: Don't understand the cc cleaner tool
            clauderozsa Level 1

            Hi David,

            First happy new year. Secondly thanks for a reply which shows I was read...

            Let's review your remarks and questions.

             

            A/ it can be useful for you to know my pc configuration, I should have put it in my question:

            More details about my computer

            ComponentDetailsSubscoreBase score
            ProcessorIntel(R) Core(TM) i5 CPU 760 @ 2.80GHz7.3
            5.9
              Determined by lowest subscore
            Memory (RAM)8.00 GB7.5
            GraphicsASUS HD7950 Series7.9
            Gaming graphics6559 MB Total available graphics memory7.9
            Primary hard disk49GB Free (286GB Total)5.9
            Windows 7 Ultimate

            System 
            ManufacturerSystem manufacturer
            ModelSystem Product Name
            Total amount of system memory8.00 GB RAM
            System type64-bit operating system
            Number of processor cores4
            Storage 
            Total size of hard disk(s)5123 GB
            Disk partition (C:)49 GB Free (286 GB Total)
            Disk partition (D:)185 GB Free (488 GB Total)
            Disk partition (E:)233 GB Free (2795 GB Total)
            Disk partition (F:)646 GB Free (646 GB Total)
            Disk partition (G:)40 GB Free (244 GB Total)
            Disk partition (H:)40 GB Free (199 GB Total)
            Media drive (I:)CD/DVD
            Disk partition (M:)33 GB Free (466 GB Total)
            Graphics 
            Display adapter typeASUS HD7950 Series
            Total available graphics memory6559 MB
                  Dedicated graphics memory3072 MB
                  Dedicated system memory0 MB
                  Shared system memory3487 MB
            Display adapter driver version13.152.0.0
            Primary monitor resolution1920x1080
            Secondary monitor resolution1360x768
            DirectX versionDirectX 10
            Network 
            Network AdapterRealtek PCIe GBE Family Controller
            Notes 
            The gaming graphics score is based on the primary graphics adapter. If this system has linked or multiple graphics adapters, some software applications may see additional performance benefits.

            My project is on driver G, my clips are on D, E and G, with a majority of them on G; Cloud CC 2014 is on Driver C with Windows 7

            B/What version of Premiere Pro are you running currently? Do you have any third party plug-ins or hardware you using in conjunction with Premiere Pro? Do you know what version of Media Encoder you were using successfully before the recent update and you started having problems?

             

            I use exclusively since I took the subscription to Cloud CC, the latest versions, I check updates or upgrades every week and of course get notification also by the automatic Cloud manager of any new version. My last update was done on the 30th of December 2014. So yes I run with the most recent programs; the problems occurred just after! And got aggravated yesterday for no reason when Media encoder and Premiere Pro did not recognized MP4 format clips with an error message that the format was not supported!!! I hope Adobe did not decide to abandon this format, because it would put my 2 projects in full jeopardy!

             

            Before the last update I had no problems. I have uploaded on Vimeo a provisional encoded file (see

            with password rja404177 .

             

            I decided  to separate my project in two master projects concerning each of them the 2 parts of the video, with different names as to make the projects less heavy to manage by the computer and also easier to correct or change some of the effects controls especially the use of the curves RGB effect. I have a problem of getting an even colorimetric view between three different sources of files and cameras, one source is analog, the others HD and one of the latest has been more or less over exposed, so I check every clips with the YCscope and RGB parade and Vectorscope ( there could be a problem of color broadcast due to the red of the cliffs). Just imagine what would happen If I had to do it again! The full video is 1h10 minutes long! The video here corresponds to the first master project before the division in two parts. As I use nested sequences I have transferred in the master sequence here the 3 first sequences of the film (Titles, Las Vegas to Lee's Ferry, 1st day on the river).

             

            Yes I have Video Copilot addons but which are not used in the project as well as Red Giant Universe Premium also not used here. In fact I seldom use special effects in these projects as they are kind of documentary on my raft trip down the Colorado in 1995 updated with films of two friends done 2011 and 2013. The only effects used are Cross dissolve and the Slide push one twice in the project for the last one. I use otherwise the default controls of scale and opacity if necessary. Soundwise, my tracks are declared 5.1 and used in conjunction with Audition CC (I've been a user of this last program for many years since it's creation by Syntrillium under the name CoolEdit Pro before Adobe acquired it!)

            May I add that I'm not a novice with computers although an old froggy of 73!LOL! I began using computers in 1972 besides my job of Financial Analyst. I developed software in APL+ for stocks buy and sell decision making and created in France the first financial database in 1978 I was considered at that time like a perfect crazy guy in my business, good to be put in an asylum!!!. Since then I must say I had a good laugh! Try to prevent a trader to use a computer and databases nowadays and you'll see the speed at which he will throw you out of the window!

             

            C/I would probably have focused on just Media Encoder if possible but whats done is done. Maybe you did?

             

            Yes you're right I sort of thought of Media encoder first, but revised my way of dealing with the problem thinking that may be the installation had not been done correctly although no problem occurred during the update. I always update one program at a time waiting it to be fully completed before clicking on the install button of the next one.

             

            D/ about the two methods of uninstall.

            You say "The cleaner tool removes the same directories as the standard uninstaller. However the uninstaller is definitely the preferred method as it is done in conjunction with OS and the registry versus scripts which don't. The cleaner tool is generally used when the standard uninstall method fails "

             

            May I say I'm not sure this is the right way to do from the user viewpoint. It is misleading. I'm again neither a professional in development although I mentioned what I did when I was not retired, and not a professional in Video editing etc.. I just address the problem from the user's point of view. If Adobe thinks that the Management panel solution is the best solution to have all the files eliminated let's stick to it. In fact one can see by using the CCleaner program that it does not eliminate all the register's problems after having uninstalled a program. So perhaps then it is justified to use also the Adobe CC Cleaner device. Then may I suggest that the phrasing of the step 3 be changed to make the user understand its real purpose. From what you say one induces that they are complementary. This should be perfectly clear in the user's brain.  When I tried to find answers to my problems on the forums it showed many times that people did not really understand what would happen, how the device was going to work. That's why I insisted in my question on the "precise, yes or no " etc.. answers required. I can dedicate time to such questioning, I doubt a professional having to deliver a final product under contract has time to make hypothesis on this matter if it occurs to him such mishaps....

             

            E/ miscellaneous questions:

             

            Yes I use the default format proposed by Media encoder H.264  preset : Match source high bitrate which matches my project's settings. It worked three times before the update without an hitch. Why should not it go on like that?

             

            The encoded files are saved either on the driver of the project file, or on the E external driver to make sure I do not erase the final encoded file by mistake. Poirot's little grey cells are a little bit rusty nowadays!

             

            I had no problems before the update by working like that.

             

            I did not try a different codec before the last event which is the impossibility of using my MP4 clips. By the way the projects contain also AVI uncompressed (codec UYVY) files (My quicktime version is also updated) and the native files of my Canon Legria AVCHD camera (AVC format) and  I used the AVI uncompressed format because I wanted to derush my analog files to eliminate any shots which were of poor quality. I use for this a small software: AVI Cutty which works only with AVI uncompressed files. So I used Media Encoder to pre encode my analog files in this format first; It separate automatically my videos in clips more or less corresponding to scenes. Again I had no problem since I began to use Adobe software more than a year ago with CS5.5 and then with CC 2014 since last September as a yearly subscriber.

             

            Both projects have the same problem.

             

            I checked the Windows task manager while encoding and I observed this:

            a/ the crash occurs randomly in time.

             

            b/ it seems that each time the encoding passes on a cross dissolve section (I'm not certain of that it can be also the changes in the curves RGB effects settings from one clip to the other.) the CPU usage curve reaches a peak around 95 to nearly 100%. I suppose the crash occurs when the 100%+ is reached.

            c/I've checked my system driver's integrity, there is no problem here. I did the same for the memory which is ok too.


            d/ No I did put the question on other forums because I did not find the right place to put it.

            I do my best not to pollute other forums with non related questions.

             

            e/ As for the recognition of the MP4 files, other programs like the Windows mediaplayer recognize them so it's not a question of corrupted files.

             

            f/ I've just checked with the reinstalled media encoder. I did not re-encode but I do not get any more messages that the MP4 format is not recognized! Thank god! Remains to test the re-encoding itself and PP when the installation is over.

             

            Well I hope this long answer gives you a better idea of what is going on. I'm finishing right now the re installation of PP AE Media encoder and Audition and will come back to you with the results.

             

            Thanks again

            Best

            Claude

            • 3. Re: Don't understand the cc cleaner tool
              clauderozsa Level 1

              Hi again;

               

              I've checked PP AE and Media Encoder:

              PP Media Encoder and AE recognize the MP4 format files.

              When launched Media encoder about 5 to 10 minutes after the beginning of the encoding provokes   a hard reboot without blue screen of my PC.... I used the same settings and the same project.

               

              I've made a new memory check: ok

              a Chksdk of the system driver: ok

               

              Will have now a chk of the drivers containing the projects and clips, although if there was anything wrong, they could not be loaded and read either by PP or Media encoder.

              Can't understand what is wrong.

               

              Claude

              • 4. Re: Don't understand the cc cleaner tool
                David__B Adobe Employee

                Hi Claude,

                 

                Thanks for all the info. Sorry to hear you're still having difficulties.

                 

                I wouldn't actually advise not installing all updates at they become available rather I would wait until you finish any current projects you are working on. The reason I say this is I've heard of updates causing issues in some cases. I know that seems kind of counter-intuitive.

                 

                Additional troubleshooting:

                - If you attempt to export only a small portion of your project using the workarea does that fail?

                - With so much being tied to the G drive I was wondering if 40GB was getting used up on export. Did you have a chance to try exporting to a different drive?

                - I'd also make sure any anti-virus or security software is turned off when exporting, try with only Premiere Pro open.

                 

                With the computer restarting after 5-10 minutes it kind of sounded like it might be some kind of heat issue. I was wondering if it might be some kind of motherboard safeguard. If its a system you built yourself you might want to blow out your fans and heat syncs with canned air and check the temps in the BIOS.

                 

                The only other thought I had, which is kind of out of leftfield, try using MSCONFIG > Boot tab > Advanced options button > and set it to only use a single processor. You'll have to reboot for it to take affect. See if fails with that configuration.

                 

                I'd also recommend phoning into our tech support early next week if you're still having difficulties.

                 

                - Dave

                • 5. Re: Don't understand the cc cleaner tool
                  clauderozsa Level 1

                  Hi Dave,

                   

                  About the updates, now it's too late as it is impossible to go backwards as you know!

                   

                  I tried yes to export sequences by sequences as for instance my first act consists of 3 of them . I'll try again, I thought to do so because I wanted to make sure it was not a specific clip involved, but as said the moment and place of the crash is totally random.

                   

                  I also used different export locations to have more space although the estimate resulting file should be around 2.5GB .My E driver has 229 GB free space. Unless you think I should transfer the "The corridor of time ACT 1 Acheve .prproj" file on E to make the test?

                   

                  Is it safe to turn off Antivirus, spyware off in these times (especially end of year) with all the mad guys going around on the web? What about Win defender too? I lowered the security level on Windows but I'm still a bit shy about going lower?

                   

                  Yes I have a few weeks ago completely un-dusted the computer, I do it regularly and there is a temperature surveillance active all the time.

                   

                  I'll try to reboot with one processor, but could not it be worse considering that already with 4 cores the system fails and reaches at times 95 to 100% usages?

                   

                  I'll call on Monday, the US tech. In Paris they don't support PP by phone and the chat is always a problem for unknown reasons on my PC.

                   

                  I'm  going also to make a test on my laptop. I'm finishing to copy all the files needed on two external ones; I'll just have to relocate the clips for the project to find them which is not too much of a problem. If it

                  works then it should point out to either Windows or a hardware problem on the desktop. I did noy say so but of course all my external drivers are not on at the same time. Actually are permanently active C, D, E, F, G which are located on 2 internal drivers and one external. (C & F disk 0, D-G-H disk 1 and E is an external driver). The others are backup drivers seldom on. One is being dedicated to Windows backup and nothing else I try to regularly update the backup for possible problems.  The other 2 contain all my downloaded software, Videos tutorials or videos original files from my trips. As you may have noticed I'm rather an organized kind of chap, although I'm sure it can be bettered. Especially on the use of Premiere and Adobe suite. I'm in this field rather new and learn step by step. In the past I used Ulead MediaStudio Pro and Avid Studio which are of a completely different nature.

                   

                  Claude

                  • 6. Re: Don't understand the cc cleaner tool
                    clauderozsa Level 1

                    Hi again,

                     

                    I've succeeded to encode the whole first act in two videos, one with the first 2 sequences the second with the third one.

                    It remains to add both videos to make one but for that I've got the tool and should not loose in quality.

                    Conclusions and suggestions:

                    A/ Obviously with my PC configuration a 30 minutes video to encode with multiple tracks and some very complex shots ie. the passage into the rapids with complex colors but also a lot of movement is very demanding on the processors. I watched carefully its usage on the task manager and it is obviously then that the CPU is solicited at 80 to 99%. On the calm waters stretches it varies between 20 and 40-50% at the maximum, the increase being proportionate to the complexity of colors.

                     

                    B/ Also a way to diminish the stress on the processors is to pre encode all the sound tracks

                     

                    C/ With my configuration to use a master sequence where are nested the different parts of the video is non manageable. After doing the A and B steps above, I tried to encode the Master of the third sequence and the PC crashed 5 minutes later. Obviously (I may be wrong in my interpretation) but nesting the third sequence into the Master demands an extra work and power to the processor which logically makes extra demands to see what is the sequence and transfer it to the master and then to the encoder.

                     

                    Remains to apply the same method to the second act which is 40 minutes plus long and try to cut it into primary "salamis"!!!!LOL!

                     

                    Thanks David for your help. If you have any suggestions or comments, please let me know here or in private. Also what you think of the editing done and the whole videos when I'll post them on Vimeo would be interesting to know.

                     

                    Best

                    Claude