Troubleshooting & help

Download & install

How do I download and install Media Encoder?

You can download Media Encoder from the Creative Cloud apps catalog. You'll need to sign in with your Adobe ID and password to complete the download. For more information, including how to install older versions or check for updates, see Download and install Creative Cloud apps.

Why won't Media Encoder install?

For solutions to a "failed to install" error, see Error: "Failed to install" Creative Cloud desktop app. To resolve other download, installation, and update issues, see this download and install troubleshooting guide.

Can I download a trial copy of Media Encoder?

Yes! You can download trial versions of any Creative Cloud app from the Creative Cloud apps catalog. You'll need to sign in with an Adobe ID and password to download a trial. For detailed instructions, see Download and install a Creative Cloud trial.

How do I retrieve my Adobe ID or password?

Read these simple solutions to common Adobe ID and sign in issues to regain access to your account.

Can I install Media Encoder on another computer?

You can install Media Encoder and other Creative Cloud apps on up to two computers. If you want to install it on a third computer, you'll need to deactivate it on one of your previous machines. Learn more about activating and deactivating Creative Cloud apps.

Account management

How can I change my password?

Sign in to your Adobe accounts page with your current Adobe ID and password. From there, click the Security & Privacy tab, and then click Change under Password. For more information on changing your password and other account information, see Manage your Adobe ID account.

How can I change my credit card info?

How do I upgrade or change my membership?

Switching Creative Cloud plans is easy. Follow these step-by-step instructions to upgrade or change your plan.

My trial expires soon. How do I convert it?

Converting your trial to a paid membership is easy. Follow these step-by-step instructions to upgrade and start your membership.

How do I cancel and what happens to my files?

If you cancel your membership, you still have access to Creative Cloud member free benefits and any files you saved to your device. You won't have access to apps or most services and your cloud storage will be reduced to 2 GB. Learn how to cancel different types of Creative Cloud memberships and understand the Adobe subscription terms.

Export video

Can I export from Premiere Pro without disrupting my work?

Yes. In Premiere Pro, click Queue, rather than Export, in the Export panel. This prevents Premiere Pro from locking up while you export. Watch this short video tutorial to learn more on using Media Encoder as a background media exporter for Premiere Pro.

How do I export a video to YouTube?

Choose YouTube as the publish destination on the Publish tab in the Export Settings dialog box. Watch this quick video tutorial to learn the full publish to YouTube workflow.

Can I export a video to Twitter?

Yes. Choose Twitter as the publish destination on the Publish tab in the Export Settings dialog box. Watch this short video tutorial to learn the full publish to Twitter workflow.

How do I update my export settings in Media Encoder?

Choose Edit > Export Settings to open the Export Settings dialog box. Follow these instructions to fine tune your export settings.

How do I render at maximum depth when encoding and exporting?

Select Use Maximum Render Quality or Render at Maximum Bit Depth in the Export Settings dialog box. Learn more about how to enable and use maximum bit depth settings.

Common issues

Why does my video have red frames when I export from Premiere Pro?

There could be a problem with the way the footage was encoded. When Media Encoder encounters frames that cannot be decoded, it inserts red frames in their place. Learn more about fixing red frames in your Premiere Pro export.

Why do I have duplicate frames after exporting my H.264 footage?

Your version of Media Encoder might be out of date. If you have a Creative Cloud subscription that includes access to Media Encoder, learn more about downloading updates for your app.

Why can't I export DNxHD MXF files to Premiere Pro or After Effects?

A few factors could be triggering this behavior. Try updating encoding presets, adjusting file formats, or installing Media Encoder on another machine to solve this problem.

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