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Kevin Monahan
April 2, 2015 at 9:37 pm in reply to: Graphics Issues on Macbook Pro related to NVIDIA drivers?

Hi Rob,
For now, switch the Mercury Playback Engine to OpenCL if possible. NVIDIA drivers and OS X Yosemite are not working well together at this time with GPU intensive applications like Premiere Pro.

New drivers were released yesterday, but I haven’t tested them yet.

Thanks,
Kevin

Kevin Monahan
Support Product Manager—DVA
Adobe After Effects
Adobe Premiere Pro
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Kevin Monahan
April 2, 2015 at 9:35 pm in reply to: Problems with importing a big image.

Hi Dan,
Are the frame dimensions over 4000 x 4000 pixels? Try reducing graphics to less than that in size.

Thanks,
Kevin

Kevin Monahan
Support Product Manager—DVA
Adobe After Effects
Adobe Premiere Pro
Adobe
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Kevin Monahan
April 2, 2015 at 9:34 pm in reply to: Very STRANGE desynch with Audio…

Hi Michele,
[Michele Poggi] “*video directly captured from a console: 29,97fps”

Your captured video says it’s 29.97 fps, but it might have a variable frame rate. Variable frame rate is not supported, so many people transcode VFR footage in Handbrake or the like. Can you try that?

Thanks,
Kevin

Kevin Monahan
Support Product Manager—DVA
Adobe After Effects
Adobe Premiere Pro
Adobe
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Kevin Monahan
April 2, 2015 at 9:21 pm in reply to: FCP 7 Editors…need not apply!

[Andy Field] “(FCP7 or Premier exclusive editors need not apply)”

Bad spellers and those with little attention to detail, please apply!

Kevin Monahan
Support Product Manager—DVA
Adobe After Effects
Adobe Premiere Pro
Adobe
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Kevin Monahan
April 2, 2015 at 9:15 pm in reply to: OT: So what will be the next cool conference?

[Steve Connor] “There are some of us here that use BOTH PPro and FCPX :)”

That’s pretty smart!

Kevin

Kevin Monahan
Support Product Manager—DVA
Adobe After Effects
Adobe Premiere Pro
Adobe
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Kevin Monahan
April 2, 2015 at 9:07 pm in reply to: OT: So what will be the next cool conference?

I really, really liked AE World this year. PPro World was also worthwhile. May not be your cup ‘o tea on this forum, however. 😉

Kevin Monahan
Support Product Manager—DVA
Adobe After Effects
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Kevin Monahan
March 24, 2015 at 5:21 am in reply to: Disassociating email with CC

HI Todd,
Please contact our support representatives here: https://helpx.adobe.com/contact.html

Thanks,
Kevin

Kevin Monahan
Support Product Manager—DVA
Adobe After Effects
Adobe Premiere Pro
Adobe
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Kevin Monahan
March 19, 2015 at 6:36 pm in reply to: Is there any hope for premiere on new mac pro?

Hi Ross,
What is the string for the crashed thread? I can see if there’s any existing bugs in our database.

Usually, this problem can be fixed by adjusting permissions of all Adobe folders as outlined in my blog: https://blogs.adobe.com/kevinmonahan/2014/09/10/premiere-pro-cc-freezing-on-startup-or-crashing-while-working-mac-os-x-10-9-and-later/

Other users have reverted to Premiere Pro CC.0 (8.0) with no issues. You do have to export a XML from the current version to continue a project in an earlier version, however.

Thanks,
Kevin

Kevin Monahan
Support Product Manager—DVA
Adobe After Effects
Adobe Premiere Pro
Adobe
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Kevin Monahan
March 9, 2015 at 10:34 pm in reply to: Replace with AE comp Raw footage importing as still frame

Hi Rob,
We were just discussing this issue at the tech meeting this morning. I agree that this should work as expected. Though I’m not sure how long it would take for a fix, I urge all others experiencing this issue to file a feature request here: https://adobe.ly/feature_request

Thanks,
Kevin

Kevin Monahan
Support Product Manager—DVA
Adobe After Effects
Adobe Premiere Pro
Adobe
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Tweets by kev_mon
Kevin Monahan
March 9, 2015 at 10:29 pm in reply to: OT-ish. Software Support – what are your expectations?

Hello Simon,
Thanks for bringing up the topic.

Unfortunately, I really should not weigh in on comparing the Adobe support experience with our competitors. That would be unsavory since I’ve worked directly with some pretty great people at these other companies and have a lot of respect for them.

Although we all provide support slightly differently, I’m sure that we are all working hard in trying to improve the customer support experience for all of our respective products. It’s never easy, that much I’m sure is true.

From my perspective, I think that communicating directly with customers is important, especially if you can turn that interaction into an item that gets fixed or improved. This is something I’m doing constantly.

[Simon Ubsdell] “Shame that my experience of contacting Adobe Support has been … consistently less than great.”

I’m sorry to hear that, especially because I have a lot of confidence in our team both here in the U.S. and abroad. In the future, feel free to share any negative support experiences you may have via email kmonahan {at} Adobe {dot} com and I’ll do what I can to correct the situation.

For others, when contacting support for digital video issues, make sure you are routed properly. After connecting, ask the agent for the “video queue.” They are the ones with the specialized knowledge, not the baseline Creative Cloud agents, who you may get off the bat.

Adobe Support: https://helpx.adobe.com/contact.html
Available only M-F 7AM-7PM PST

Thanks,
Kevin

Kevin Monahan
Support Product Manager—DVA
Adobe After Effects
Adobe Premiere Pro
Adobe
Follow Me on Twitter!

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