- Troubleshoot issues in an open project
- Troubleshoot issues opening a specific project
- Troubleshoot issues opening any project
This document can help you resolve errors that occur when you open or work in Adobe Encore. Errors can manifest themselves in many ways, including (but not limited to) the following:
- An error occurs when you perform a certain action in Adobe Encore, such as importing a file or previewing a project.
- A project file does not open or opens incorrectly.
- An error occurs when you open a project in Adobe Encore.
A damaged project may be caused by corrupt elements in the project or its assets or by problems between Encore and the system. Occasionally, a project can be damaged beyond repair and you must re-create it. However, the steps in this troubleshooting guide can help you repair your project by identifying potential problem areas and how to fix them.
To benefit most from this document, perform the tasks of each relevant section in order. Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem. Keep track of the tasks you perform and the results of each, including errors or other problems. Adobe Technical Support can use this information to better assist you, should you need to contact us.
Note: The procedures in this document are based on the default interface of Windows. If the interface is customized, some procedures will vary.
Some of these procedures require you to locate hidden files and hidden folders. Some procedures require you to locate files by their full file names, which include extensions (for example, example_filename.ini). By default, Windows Explorer doesn't show hidden files, hidden folders, and file name extensions that it recognizes.
If you experience issues while working in a project, then try the following troubleshooting tasks. Before you complete these tasks, make a copy of your project and troubleshoot this copy instead. That way, if you determine that completing a section did not fix the issue, you can return to the original project with all its settings intact.
Note: Testing a project may require burning a DVD. Use a rewritable DVD (DVD-RW or DVD+RW) to avoid wasting DVD media. You can also choose to burn to an image or folder instead, although you may need additional software to test playback.
Working with subtitles can be very memory-intensive and can cause errors and performance issues. Try the following troubleshooting steps to determine if subtitles are causing the issue:
- Ensure that all subtitle bounding boxes are within the video frame.
- Turn off Faux Bold and Faux Italic formatting.
- Choose a simple font such as Arial or Times New Roman.
- Reduce the font size.
- Delete one or more subtitle tracks.
If you transcoded assets in the project using the Transcode Now command, deleting the transcoded reference files may solve the problem.
Important: Before you delete any transcoded reference files, right-click each asset in the Project panel and choose Revert To Original. You should also make sure you have removed all motion menu elements and settings as described in troubleshooting task 4 below, "Remove motion menu elements and reset their associated settings."
To delete transcoded files:
If overrides are not used correctly they can create conflicts in the DVD navigation that can produce errors. You should remove all overrides in the project as described below, testing after each step to see if the problem recurs. If the problem does not recur after clearing overrides on a particular asset type, one of the overrides on that asset type is probably the cause. Reset the overrides one by one, testing after each, to determine which override is causing the problem.
Note: If an end action is not set for a particular asset, the Override field in the Properties panel will be greyed out. If you select multiple assets, some that have end actions and some that don't, the Override field will be accessible.
To quickly remove all overrides:
To determine if motion menus are causing the problem, remove motion menu backgrounds, animated buttons, and transitions, and then reset the Duration and Loop settings.
To remove motion menu backgrounds, animated buttons, and transitions:
If removing motion menus elements and settings fixes the issue, reapply them one by one, testing each time, to determine which asset or setting is causing the problem.
Individual media files may cause the problem in your project. To determine if an individual file is causing the problem, unlink all of the files, and then relink them one at a time to see if one of them re-creates the problem.
To unlink media files:
Individual asset types may cause the problem in your project. To determine if an asset type is causing the problem, delete them from the project and then re-create them one at a time to see if one of them re-creates the problem.
To determine if individual asset types are causing the problem, remove them from the project and then build to DVD. If the build is successful, that asset type may be causing the error. Re-create the problem assets or troubleshoot problems in these asset types as follows:
If a particular file format is causing the issue, this may indicate there is a problem with the software used to create the file. These problems might include incorrect settings, incompatible audio or video codecs, or outdated software.
To troubleshoot file formats:
Build the project to DVD.
- If the build fails, the problem may be the AVI file. If you've used a third-party capture card with a proprietary digital video codec, re-export the file from the video editing application (for example, Adobe Premiere Pro) as a standard Microsoft DV AVI.
- If the build is successful, import additional file formats (for example, WAV, PSD, or MP3) to the new project from the original (problem) project, and then build to DVD with each new type. Import files from different locations on the computer until you can verify whether a certain file type or disc location causes the build to fail. Problem file types may include the following:
- MOV: Re-create these files or convert them to DV AVI files.
- MP3: Convert these files to WAV files.
- MP4: Re-create or recapture these files.
- MPEG-2: Re-create these files if the bitrate is too low.
- Multiplexed MPEGs: Demultiplex the files or export them again from your video editing application as two separate files (elementary streams: M2V and WAV). If you're working with high-definition footage, recapture the files.
- PSD files: resave these files with a different file name. Do not embed a color profile and save it as an 8-bit, RGB file.
- WAV: Transcode these files if they're labelled N/A in the Transcode Settings column.
Open Adobe Encore, and then open your project from within Adobe Encore (rather than double-clicking the project file to start the project and Adobe Encore ). If the project opens correctly, there may be any issue with Windows file associations.
To check the file associations:
Try to reproduce the problem by testing with another or a new Encore project.
- If the new project doesn't open, then the problem you are experiencing is not specific to that project. Continue with the troubleshooting tasks in the "Troubleshoot issues opening any project" section below.
- If the new project opens, then the original project may be damaged and may need to be re-created. However, continue troubleshooting with the next task in this document to try to resolve project-specific issues.
Damaged cached media files may cause issues. Delete these file to force Encore to re-create them the next time the project needs them.
To delete cached media files:
Note: The mlf.cache.v10 file (media cache internal project file) contains information about the location and type of assets in the project.
Make sure that the project file and all associated files (that is, preview files and source files) are unlocked and on local disks to which you have both read and write access. If you are using assets located on an external drive, move them to an internal drive instead. Make sure that you are not trying to access files that are within compressed folders.
You can also try logging into your system as an Administrator. Contact your network administrator for help.
If you have determined that Adobe Encore will not open any project, then try the following troubleshooting tasks.
Some problems may be caused by a damaged Preferences file.
To automatically re-create the Adobe Encore <version number> preferences file:
Note: This procedure will not re-create the preferences for workspaces, zoom levels, or default library items. To do so, manually re-create the Adobe Encore <version number> preferences files.
To manually re-create the Adobe Encore <version number> preferences files:
Try opening the project in a new user account to see if the issue is related to the project or is an issue with the existing user account. If you can open the project in a new user account, settings in the existing user account may be corrupt. For information on creating a new user account, see Windows Help or contact you network administrator.