Premiere Troubleshooting

Troubleshooting common Premiere Pro problems

Export Issues

  •   When exporting, you receive an "Unknown Error."
  • Save your project, quit Premiere, and restart the computer. 
  • If that doesn't work:
    • Export to the desktop first.
    • Copy the file to the SAN after export.
    • Delete the original file off the desktop and empty the trash.  Do not leave media on the computer itself.

Media Caching

  •   No audio when playing back clips.
  • Save the project and quit Premiere. 
  • Navigate to Xsan/Users/Undergrads/[username]/Adobe Media Cache. 
  • In this folder, there are two subfolders, Media Cache and Media Cache Files. Open each folder, select all items inside (there will be hundreds or thousands in each), and delete all the files. 
  • Relaunch the Premiere project.

Offline Files

  •   Files are offline.
  • If you've already left the Link Media window, close the project without saving and reopen.
  • Open the project. In the Link Media window, each file will display the last known file path to the right of its name.  The two most common offline file paths are as follows:
    • NO NAME/...
      • You didn't correctly ingest the footage from your SD card to the SAN.  It's still on the SD card, so you should try to ingest again.
      • If you don't have your SD card anymore, you'll likely have to reshoot.
    • /Users/[username]/Documents/...
      • You didn't correctly ingest the footage from your SD card to the SAN. The footage was ingested to the machine's local hard drive instead of the SAN
        • Return to the workstation where you originally ingested your footage. 
        • Find your clips in the folder referenced by the Link Media window and copy them to the SAN. 
        • Return to different workstation, and when prompted to relink your media, direct it to the files you just copied to the SAN

Keywords:Premiere, export, media cache, offline   Doc ID:96716
Owner:Peter S.Group:CommArts Instructional Media Center
Created:2019-12-18 11:37 CSTUpdated:2022-01-03 09:51 CST
Sites:CommArts Instructional Media Center
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