0 Replies Latest reply: Apr 16, 2015 5:30 PM by Todd_Kopriva RSS

    FAQ: What information should I provide when asking a question on this forum?

    Todd_Kopriva Adobe Employee

      When asking a question on the Premiere Pro user-to-user forums, you can make it easier for folks to help you by proactively providing the answers to the following questions:

       

      • What version of Premiere Pro? Include the minor version number (e.g., Premiere Pro CC 2014.2 (8.2)).
      • Have you installed the recent updates? (If not, you should. They fix a lot of problems.)
      • What operating system? This should include specific minor version numbers, like "Mac OSX v10.9.5"---not just "Mac".
      • What kind(s) of source footage? When telling about your source footage, tell us about the codecs, not just the container types. For example, "H.264 in a .mov container", not just "QuickTime".
      • If you are getting error message(s), what is the full text of the error message(s)?
      • What were you doing when the problem occurred?
      • Has this ever worked before?
      • What other software are you running?
      • Do you have any third-party effects or codecs installed?
      • Tell us about your computer hardware. Be especially certain to tell us about your GPU, any third-party I/O hardware (e.g., AJA, Matrox, Blackmagic, MOTU) and the type of media drives you are using.
      • What kind of GPU do you have installed, including make, model number, and GPU driver?
      • Are you using Mercury Playback Engine GPU Acceleration?
      • Do you still have the issue when choosing Project Settings > General > Renderer > Mercury Playback Engine (Software Only)?
      • Does the problem only happen with your final output, with previews, or both?

       

      Screenshots and sample movies are often very useful in showing exactly what you're seeing, and can thus make getting an answer faster and easier.

       

      Also, please do everyone a favor and check the Premiere Pro FAQ list and also do a quick Premiere Pro Community Help search to see if your question has been addressed already.