What's covered

This document can help you resolve problems that occur when you export projects to DVD or Blu-ray disc from Adobe Encore CS3. These problems can manifest themselves in many different ways, including (but not limited to) errors, freezes, and Adobe Encore CS3 unexpectedly quitting. If Adobe Encore CS3 returns an error message, search the Adobe Support knowledgebase for specific solution information before performing the tasks in this document.

To get the most from this document, perform the tasks in order. 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: To avoid wasting DVD or Blu-ray discs while you perform the tests described in this document that involve writing the project to DVD or Blu-ray disc, select Test Before Writing in the Make DVD or Blu-ray disc Disc dialog box before you export the project to disc. When you click Build, and Test Before Writing is selected, the application performs a test pass before writing to disc. If the test is successful, Adobe Encore CS3 writes to the disc. If the test fails, Adobe Encore CS3 returns an error message that gives you more information about why the test failed.

Initial troubleshooting

The tasks in this section can help you resolve the most common problems.

Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem.

1. Make sure that the system meets the minimum requirements.

To work successfully with Adobe Encore CS3, the system must meet the minimum requirements. If you typically work on large, complex projects, the system may benefit from enhancements such as additional RAM and hard-disk space. If you use a third-party analog-only or analog/DV capture card, make sure that the system also meets the requirements specified by the capture card manufacturer. The minimum system requirements for Adobe Encore CS3 are:

  • Intel-based Apple Macintosh, desktop, iMac or MacBook Pro
  • Mac OS X v.10.4.9
  • 1 GB RAM
  • 2.5 GB of available hard-disk space (5 GB free space required during installation)
  • 1,280 x 960 video display with 32-bit color adapter
  • SuperDrive for installation and DVD burning. Blu-ray burner required for creating Blu-ray discs.
  • QuickTime 7.1.2 software required for multimedia features
  • Internet or phone connection required for product activation
  • Broadband Internet connection required for Adobe Stock Photos* and other services

* Online services, including, but not limited to, Adobe Stock Photos and Adobe Acrobat Connect, may not be available in all countries, languages, and currencies. Availability of services is subject to change. Use of online services is governed by terms and conditions of a separate agreement and may be subject to additional fees. For details, visit the Adobe website at www.adobe.com.

2. Make sure you use transcoding presets.

The DVD specification doesn't allow bitrates over 9.8 Mbps for video and audio combined. The Blu-ray specification doesn't allow bitrates over 48 Mbps for video and audio combined. Using a custom transcode setting can set a bitrate that is higher than the maximum allowed and may cause an error.

To make sure that you're using transcoding presets:

  1. Select an untranscoded file in the Project panel and choose File > Transcode Settings to view the Transcode Settings list.
  2. Check the Transcode Settings list to make sure you have selected one of the transcoding presets installed with Adobe Encore CS3.
  3. Click OK.

3. Transcode project assets before you try to build a DVD or Blu-ray disc or folder.

Right-click the asset icon in the project, and then choose Transcode Now. If the error occurs during transcoding, there may be a problem with that particular media asset. Re-create the asset, and then replace the old version with the new version in your project.

Determine whether to troubleshoot the system or the project

If the initial troubleshooting tasks do not solve the problem, then this section can help you determine if the problem is caused by conflicts associated with file types or assets used in the project, or by a problem with the DVD or Blu-ray disc drive or another system-related issue.

4. Test the DVD or Blu-ray disc drive.

You can test the DVD or Blu-ray drive by building a simple project using the source files on the Training DVDs. Then choose File > Build > Disc to build a DVD or Blu-ray disc.

5. Disable autoplay for DVD or Blu-ray discs.

The autoplay feature may conflict with Adobe Encore CS3 and lead to errors.

To disable autoplay:

  1. From the Apple menu, choose System Preferences.
  2. Click CDs and DVDs.
  3. Select Ignore from the drop-down menu for all options.
  4. Close the System Preferences dialog.

6. Try burning a DVD or Blu-ray disc in another application.

If you are unable to burn a DVD or Blu-ray disc in another application, the DVD or Blu-ray drive or associated drivers may be causing the error. Contact the manufacturer for support information about the DVD or Blu-ray drive. You can also build an Image from Adobe Encore CS3 and use another DVD or Blu-ray burning application to test that image.

7. Close any other DVD or Blu-ray disc applications.

If other applications that access the driver for the DVD or Blu-ray drive are running at the same time as Adobe Encore CS3, they can conflict with Adobe Encore CS3 and cause errors. Close any other DVD or Blu-ray disc applications and restart the computer before building the project to ensure that they are not interfering with Adobe Encore CS3.

If closing other applications and restarting the computer does not work, remove other DVD or Blu-ray disc burning applications and restart the computer. (Removing the applications may be necessary to remove conflicting drivers.)

Troubleshoot hardware and system problems

The following procedures will help you isolate possible conflicts with hardware devices, system settings, or with other applications on the system.

8. Make sure that you use the correct DVD or Blu-ray disc type.

DVD or Blu-ray drives only support the disc formats for which they are designed. For more information about the disc formats your DVD or Blu-ray drive supports, contact the manufacturer.

Certain DVD or Blu-ray drives may not work well with some brands of DVD or Blu-ray media, and some brands may not work as well with Adobe Encore CS3 as they do with other applications. You can check the compatibility of different brands of DVD or Blu-ray discs and drives on the Video Help website at www.videohelp.com/dvdmedia.

9. Completely erase all DVD or Blu-ray discs before building your project.

If you use a rewritable DVD or Blu-ray disc, use a third-party utility to perform a full erase of the disc before you build the project.

10. Make sure that the project size does not exceed the disc capacity.

If the project is larger than the maximum capacity of the DVD or Blu-ray disc you use, you won't be able to export it to DVD or Blu-ray disc. You can check the capacity of the disc in the Build panel in Adobe Encore CS3.

11. Update the firmware for the DVD or Blu-ray disc drive.

Contact the manufacturer to ensure that you are using the most recent firmware.

12. Try building the project using a lower write speed.

Choose a lower speed from the Write Speed menu in the Build panel.

13. Disable any additional DVD or Blu-ray drives.

If additional DVD or Blu-ray drives are connected to the computer, they may cause errors in Adobe Encore CS3. Disconnect any additional DVD or Blu-ray drives before building the Adobe Encore CS3 project to ensure that they aren't interfering with the drive you use.

14. Run Encore with the Login Items disabled for the user account.

To disable nonessential extensions located in the user accounts Login Items folder, press Shift while you restart the computer. Pressing Shift disables any applications that are in the Login Items folder.

15. Run Encore while no other applications are running.

To maximize available RAM and reduce the chance that another application may conflict with Encore, force quit open applications, and then restart Encore.

To force quit open applications:

  1. Choose Force Quit from the Apple menu.
  2. In the Force Quit Applications dialog box, select an application, and then click Force Quit.



    Note: Don't select the Finder, which is the core Mac OS X component.



  3. Click Force Quit again when Mac OS X returns the alert "Do you want to force [application] to quit?"

Restart Encore, try to re-create the error, and continue as follows:

  • If the error doesn't occur, the application you selected in step 2 conflicts with Encore.
  • If the error occurs, repeat steps 3-4; or, if you've quit all open applications, proceed to the next task.

The following demonstration illustrates how to force quit an application.

 

Troubleshoot the project

Certain file types and assets may return errors in Adobe Encore CS3. The following procedures will help you isolate possible conflicts associated with file types and assets.

If you haven't done so already, perform troubleshooting tasks 1-4, then perform task 14, "Run Encore with the Login Items disabled for the user account.," and task 15, "Run Encore while no other applications are running" before you proceed with the tasks in this section.

16. Troubleshoot file formats used in your project.

  1. Create a new project.
  2. Import a DVD or Blu-ray-compliant AVI file that you created and then add it to a new timeline.
  3. Build the project to DVD or Blu-ray disc.
    • 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, reexport the file from the video editing application (for example, Adobe Premiere Pro) as a standard Microsoft DV AVI for DVD or Microsoft AVI for Blu-ray.
    • 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 or Blu-ray disc 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 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.
  4. Once you find the problem element, replace it in the original project.

17. Troubleshoot assets used in the project.

  1. Create a copy of the project:
    1. Close the project.
    2. Locate the saved project file on the computer, and then copy the project file and the project folder to a new location.
    3. Record the name and location of the original project file and project folder, and then rename them.
    4. Move the new copies to the same location as the original project file and project folder.
  2. Remove individual assets to determine if one is causing errors.



    Note: Problem files may include the following:
    • MOV: Re-create these files or convert them to 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.
    • Playlists
    • Chapter playlists (version 2.0 only)
    • Slideshows (version 2.0 only)
    • Assets that use overrides



    1. Open the new copy of the project.
    2. Remove background video or video buttons from the menu(s), and then build to DVD or Blu-ray disc. If the build is successful, one or more of the animations may be causing the error.
      • If the menu loop duration is very short, add a second to it and try again.
      • Reimport, relink, or retranscode the video background or buttons.
    3. Remove links to audio files from the menus and then build to DVD or Blu-ray disc. If the build is successful, audio files may be causing the error. Reimport, relink, or recreate the audio files.
    4. Remove the timelines from the project and then build to DVD or Blu-ray disc. If the build is successful, timelines may be causing the error. Re-create the problem timeline or troubleshoot problems in the timeline. To troubleshoot problems in the timeline:
      • Repeat step 1 to create another copy of the original project.
      • Check the timeline for markers that are within several frames of the beginning or the end of a video clip, or for an individual marker inadvertently left behind when you trimmed a video clip. Delete or move the markers.
      • Build to DVD or Blu-ray disc.
      • If the problem persists, delete a track of subtitles and then build to DVD or Blu-ray disc.
  3. Once you find the problem element, replace it in the original project:
    1. Delete the copy of the project.
    2. Rename the original project file and project folder to the original name you recorded in step 1.
    3. Open the project and remove or replace the problem element.

For more extensive information about troubleshooting projects, see "Troubleshoot damaged projects in Encore CS3 on Mac OS" (TechNote kb401283).

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