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. These problems can manifest themselves in many different ways, including (but not limited to) the following: errors, freezes, and Adobe Encore unexpectedly quitting. If Adobe Encore 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 writes to the disc. If the test fails, Adobe Encore 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, 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 are:

  • Intel Pentium 4, Intel Centrino, Intel Xeon, Intel Core Duo or compatible processor with SSE2 support
  • Microsoft Windows XP with Service Pack 2, Windows Vista Home Premium, Business, Ultimate, or Enterprise (certified for 32-bit editions only)
  • 1 GB of RAM minimum
  • 2.0 GB of available hard-disk space (5 GB free space required during installation)
  • 1,280 x 1024 minimum monitor resolution with 32-bit color adapter
  • DVD-ROM drive required for installation. DVD Burner or Blu-ray burner required for creating discs.
  • QuickTime 7 software required for multimedia features
  • Internet or phone connection required for product activation
  • Broadband Internet connection required for Adobe Stock Photos* and other services
  • Microsoft DirectX-compatible sound card (multichannel ASIO compatible sound card for surround sound

* Online services, including, but not limited to, Adobe Stock Photos and Adobe 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.

  3. Click OK.

3. Install the latest driver for the display card or adjust the display settings.

Contact the display card manufacturer to obtain the latest driver.

Certain display cards may work better if you decrease the hardware acceleration and then restart Windows, or if you change the color depth of the monitor to 16-bit display mode. For instructions, see Windows Help.

4. 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, 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.

5. 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.

6. Disable Windows AutoPlay for DVD or Blu-ray discs.

The Windows AutoPlay feature may conflict with Adobe Encore and lead to errors. For more information about disabling Autoplay, see Windows Help.

7. 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 and use another DVD or Blu-ray burning application to test that image.

8. 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, they can conflict with Adobe Encore 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.

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.

9. 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 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.

10. 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.

11. 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.

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

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

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

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

14. 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. Disconnect any additional DVD or Blu-ray drives before building the Adobe Encore project to ensure that they aren't interfering with the drive you use.

15. Disable startup items and services.

Antivirus software, firewall software, anticrash software or other applications and services that are typically loaded when Windows starts may interfere with the DVD or Blu-ray burning process. You can temporarily disable non-essential startup items and services from loading by using the Windows System Configuration Utility.

To disable startup items and services:

  1. Quit all applications.
  2. Do one of the following:
    1. In Windows XP, choose Start > Run, type msconfig in the Open box, and then click OK.
    2. In WIndows Vista, choose Start, type msconfig in the Search box, and then press Enter.
  3. On the Startup tab, click Disable All.
  4. Select startup items that are essential for testing the problem (for example, any capture card related files or utilities such as the DigiCtrl service required by the Matrox RTX10 and RTX100 cards). If you are unsure if an item is essential, leave it selected.
  5. On the Services tab, select Hide All Microsoft Services, and then click Disable All.
  6. Click OK, and then click Restart.
  7. Once Windows has restarted, right-click and close or disable any items in the Notification area.

If you are completing these steps as part of task 19, you can return to that task to finish the remaining steps. Otherwise, continue with the steps below.

Then, try to re-create the problem:

  • If the problem no longer occurs, one of the startup items conflicts with Adobe Encore. Re-enable startup items one at a time, restarting each time until you determine which item conflicts with Adobe Encore. Contact that item's developer to see if an update is available.
  • If the problem recurs, startup items are not the cause of the problem and you can reenable them using the steps below.

To re-enable startup items:

  1. do one of the following:
    • In Windows XP, choose Start > Run, type msconfig in the Open box, and then click OK.
    • In WIndows Vista, choose Start, type msconfig in the Search box, and then press Enter.
  2. On the General tab, select Normal Startup.
  3. Click OK, and then click Restart.

16. Disable the IMAPI CD-Burning COM Service. (Windows XP Only)

Note: In Windows Vista, the IMAPI service is implemented differently and is not loaded as a background service.

If Adobe Encore returns an error that indicates the DVD or Blu-ray drive is in use by another application, disable the IMAPI CD-Burning COM Service.

Note: Disabling the IMAPI CD-Burning COM Service disables the ability to natively burn CD-R/RWs in Windows XP.

To disable the IMAPI CD-Burning COM Service:

  1. Choose Start > Settings > Control Panel, and then double-click Administrative Tools.
  2. Double-click Services.
  3. Right-click IMAPI CD-Burning COM Service and choose Properties.
  4. Choose Disabled from the Startup Type list.
  5. Click Start, and then click OK.

Try to export an Adobe Encore project to DVD or Blu-ray disc. If you're able to do so without error, you can reenable the IMAPI CD-Burning COM Service. To reenable the IMAPI CD-Burning COM Service, repeat steps 1-5, but choose Automatic from the Startup Type list in step 4.

17. Switch the DVD drive controller to DMA Mode.

DMA (Direct Memory Access) and PIO (Program Input/Output) are used for data transfer. Drives that are set to use PIO instead of DMA require more CPU cycles and transfer data more slowly than drives using DMA. By selecting DMA for the DVD or Blu-ray disc drive, you may increase the drive's performance and reduce the likelihood of errors.

Note: DMA must be enabled in the system BIOS before you can complete this procedure. See the computer or motherboard documentation for additional information.

To select DMA for the DVD or Blu-ray drive:

  1. Do one of the following:
    • In Windows XP, choose Start > Settings > Control Panel, and then double-click Administrative Tools.
    • In WIndows Vista, choose Start > Control Panel, and then double-click Administrative Tools.
  2. Double-click Computer Management.
  3. Expand System Tools, and then click Device Manager.
  4. Expand IDE ATA/ATAPI Controllers.
  5. Double-click an IDE controller.
  6. On the Advanced Settings tab, choose DMA If Available from the Transfer Mode list.
  7. Click OK.
  8. Repeat steps 5-7 for each IDE controller in the IDE ATA/ATAPI Controllers list.

18. Refresh the DVD drivers list in the Windows registry.

Note: This task applies to DVD drives only. If your issue is related to a Blu-ray drive, skip this task.

Installation of other DVD or Blu-ray and CD-burning applications may alter the drivers list in the Windows registry. Refreshing this list may resolve problems accessing the DVD or Blu-ray drive from Adobe Encore.

Disclaimer: The registry contains system-related information that is critical to your computer and applications. Before modifying the registry, be sure to make a backup copy of it. Adobe doesn't provide support for problems that arise from improperly modifying the registry. Adobe strongly recommends that you have experience editing system files before you modify the registry. For information on the Windows Registry Editor, see the Windows documentation or contact Microsoft Technical Support.

To refresh the DVD or Blu-ray drivers list in the Windows registry:

  1. Remove Adobe Encore.

  2. Do one of the following:
    • In Windows XP, choose Start > Run, type regedit in the Open box, and then click OK.
    • In WIndows Vista, choose Start, type regedit in the Search box, and then press Enter.
  3. Select the HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E965-E325-11CE-BFC1-08002BE10318} registry key.
  4. Choose File > Export, enter a name and location for the backup registry key, and then click Save.
  5. In the right panel of the Registry Editor, select the LowerFilters line and press Delete.
  6. Select the UpperFilters line and press Delete.
  7. Close the Registry Editor.
  8. Restart Windows.
  9. Reinstall Adobe Encore.

  10. Restart Windows.

Note: If this solution doesn't resolve the problem, you can restore the DVD or Blu-ray disc drivers list in the Windows registry by double-clicking the registry key you exported in step 4 and restarting Windows.

19. Reinstall Adobe Encore in Diagnositic mode.

Device drivers and software that loads automatically with Windows (for example, screen savers and virus protection utilities) can conflict with the Encore installer and cause problems in Encore. To prevent conflict, reinstall Encore while Windows is in diagnostic mode. In diagnostic mode, nonstandard device drivers and startup software are disabled.

Note: The following troubleshooting steps will revert the system to Normal Startup conditions (all services and startup items turned on). If you have previously customized your system startup you will need to implement those changes again.

To install Encore in diagnostic mode:

  1. Log on to the system with an Administrator account and insert the Encore installation DVD into the DVD-ROM drive.
  2. Copy the Adobe Encore folder on the installation DVD to the desktop.

  3. Disable startup items by following steps 1-7 in task 15, above .

  4. Start the Encore installer (Setup.exe) in the Encore folder, and then follow the on-screen instructions.

  5. Restart the system after you install Encore.
  6. When the System Configuration Utility Window appears, select Normal Startup and restart the system a final time.

Troubleshoot the project

Certain file types and assets may return errors in Adobe Encore. 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 15, "Disable startup items and services," and task 19, "Reinstall Adobe Encore in Diagnostic mode," before you proceed with the tasks in this section.

20.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. When you find the problem element, replace it in the original project.

21. 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 back 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.

22. Troubleshoot end of file error

The end of file error can occur when the video and audio assets on a timeline are not of the same duration. If assets in the project are transcoded with non-Adobe software, re-transcode them using Encore to ensure they fully comply with the DVD/Blu-ray specifications.

For more extensive information about troubleshooting projects, see "Troubleshoot damaged projects in Adobe Encore on Windows" (TechNote kb402296).

This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported License  Twitter™ and Facebook posts are not covered under the terms of Creative Commons.

Legal Notices   |   Online Privacy Policy