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Video preview broken with new Adobe CC2015 After Effects

 
Post new topic   This topic is locked: you cannot edit posts or make replies.    Matrox MXO User Forum Forum Index -> MXO2 Family and Mojito MAX with Adobe CC 2015 (Mac)
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Jim Blokland
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 7

PostPosted: Thu Dec 03, 2015 4:45 pm    Post subject: Video preview broken with new Adobe CC2015 After Effects Reply with quote

Hello:

It was working with the 4.6 drivers until the latest update to After Effects. Can you look into this?

Thanks, JIM.
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Matrox_Support_Sam
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Joined: 04 Jul 2005
Posts: 6879

PostPosted: Fri Dec 04, 2015 2:37 pm    Post subject: Reply with quote

Hi Jim,

What is the Adobe version you updated to? 2015.1?

What is the issue you are seeing?

Can you try uninstalling and reinstalling the Matrox software after having updated Adobe apps?
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Sam
Matrox Video Technical Support
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Jim Blokland
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 7

PostPosted: Fri Dec 04, 2015 4:25 pm    Post subject: Reply with quote

Hi Sam:

Not sure the CC version #, but it's the latest/greatest one that was just released. I already tried the uninstall/reinstall. No luck. The MX02 doesn't show up on the Mercury Transmit list.

Best, JIM
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Matrox_Support_Sam
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PostPosted: Fri Dec 04, 2015 4:37 pm    Post subject: Reply with quote

Please verify the version of Adobe CC 2015 update. We have not yet certified the latest Adobe CC2015.1 release. We will verify this on our end.
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Sam
Matrox Video Technical Support
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Jim Blokland
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 7

PostPosted: Fri Dec 04, 2015 4:43 pm    Post subject: Reply with quote

Hi Sam:

It's After Effects CC2015, version 13.6.

Thanks, JIM.
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Jim Blokland
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 7

PostPosted: Fri Dec 04, 2015 4:48 pm    Post subject: Reply with quote

Specifically: 13.6.0.165
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Matrox_Support_Sam
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Joined: 04 Jul 2005
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PostPosted: Mon Dec 07, 2015 11:02 am    Post subject: Reply with quote

We have verified Adobe After Effects latest update (13.6.0.165) with 4.6.0.0006 drivers under Yosemite 10.10.5 OSX and we are able to using Matrox Player under Transmit.

Do you have other versions of Adobe on the system?

Did you uninstall Matrox before installing Adobe latest updates?

Can you try a Matrox manual uninstall?
Firstly, perform a manual uninstall of Matrox software drivers. Follow instructions below:

*** Manual Verification of Uninstall for MXO2 on MAC ***

After the Matrox MXO2 driver has been uninstalled using the Matrox MAX Uninstaller application, it's possible that some files are not removed. This can cause problems. Ex: When installing the Matrox MXO2 driver, you get an error message saying that the driver can't be installed because a MXO2 driver already exists. The solution is to check for any traces of Matrox files not removed from your system and remove them manually. Below is a procedure to remove all traces of the MXO2 driver off your system. This procedure applies to Matrox Mojito MAX as well.

1. In MAC_HD_Name/System/Library/Extensions, delete all files that begin with: com.matrox

2. Delete all files that begin with com.matrox in the following 3 folders found under: MAC_HD_Name/library:
/PreferencePanes
/LaunchAgents
/QuickTime

3. Delete the following 2 files found under: MAC_HD_Name/library:
/Application Support/Final Cut Pro System Support/Plugins/Matrox Enabler.txt
/Receipts/Matrox*.vpg

4. In Finder, click the GO menu then press and hold the ALT/Option key on your keyboard. You should now see the Library folder appear in the list of paths of the menu. Click on Library and release the ALT/Option key. You will automatically be taken to the hidden Library folder: MAC_OS_HD/Users/username/Library
Next, delete these files & folders:
/Preferences/com.matrox.vpg.Matrox MXO2.plist (file)
/Applications Support/Compressor/Matrox MAX H.264 Settings (folder)
/Applications Support/Compressor/Settings/Matrox MAX H.264 Settings (folder)

5. In Finder, click on the Go menu, then click on Go to Folder (Shift+Cmd+G).
Type: /usr/libexec and delete any files that begin with com.matrox
Type: /tmp and delete the file named: Firmware Updater.app

6. Open Mac->Applications and delete the Matrox MAX Utilities folder

7. Launch the MAC System Preferences and delete the Matrox Utilities green icon

8. Launch the MAC Network Preferences and remove any Matrox network items

9. Empty the MAC Trash

10. Reboot MAC and Repair MAC Disk Permissions.

Note: If any files cannot be removed because the process might is in use then go through the procedure once again in Safe Mode.

To start up into Safe Mode:
http://support.apple.com/kb/PH18760 (works for all MAC OS versions)
http://support.apple.com/en-ca/HT201262 (more details)
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Sam
Matrox Video Technical Support
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Jim Blokland
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 7

PostPosted: Tue Dec 08, 2015 5:01 pm    Post subject: Reply with quote

Hey Sam:

Did the manual uninstall, then reinstalled -- still no Matrox in the Video Preview settings. I'll try uninstalling AE and then uninstall/reinstall Matrox then reinstall AE -- is that the best order?

It was updated automatically. Strange that it won't work, when it worked fine on the previous version of AE. And you've got it working at your shop?

Thanks, JIM
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Matrox_Support_Sam
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Joined: 04 Jul 2005
Posts: 6879

PostPosted: Tue Dec 08, 2015 5:18 pm    Post subject: Reply with quote

That is very strange. Yes it is working here. Matrox should always be uninstalled first and installed last.

Please try these steps:
- uninstall Matrox software
- uninstall Adobe AE
- install Adobe AE
- install Matrox software

There is also the Adobe cleaner tool which some users have used: https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html
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Sam
Matrox Video Technical Support
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Jim Blokland
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 7

PostPosted: Tue Dec 08, 2015 5:26 pm    Post subject: Reply with quote

Thanks for the info and advice Sam. I'll give it all a try and let you know.

Best, JIM
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Jim Blokland
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 7

PostPosted: Tue Dec 08, 2015 6:54 pm    Post subject: Reply with quote

Hi Sam:

Well, the uninstall of AE seems to have done the trick. The Matrox is previewing properly now, with both AE and Media Composer!

Thanks for the support getting it working again. I really appreciate it.

Best, JIM.
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Matrox_Support_Sam
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Posts: 6879

PostPosted: Wed Dec 09, 2015 9:20 am    Post subject: Reply with quote

Great to hear Jim! Please let us know if you need further assistance in the future.
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Sam
Matrox Video Technical Support
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