Compressor freezes on launch

Question

Level 1

59 points

Compressor freezes on launch

Hi There,

I've been using Compressor for years without issue but all of a sudden, Quicktime crashed when checking a .mov I was about to compress. Then when I opened Compressor it froze and now freezes each time showing the Compressor about screen (see attached image).

I've read lots of posts/info on this (most seem old) but am still struggling after:

Verifying that Pro Video Formats is installed
Launched Compressor in another user account
Removed the Compressor folder from /Application Support
Removed the Q Master folder from /Application Support
Ran the Compressor Repair Utility (removes prefs etc)
Removed Compressor and reinstalled
Checked the system disk (restarted holding CMD+S then ran fsck -f)
Restarted after each test above
Launched Final Cut Pro X and can import movies and play them without issue

I've recently run the following updates:

SendToX 1.0.74 update on August 2
Security update 2017-003 on July 21
iTunes update 12.6.2 on July 21
Safari update 10.1.2 on July 21
Logic Pro X update 10.3.2 on July 19

Does anyone know a fool-proof way of uninstalling and reinstalling Compressor and components or fixing this issue?

My Mac seems fine and I can use Final Cut Pro X and Adobe CC apps without issue.

Any help would be much appreciated.

Cheers

Ben

System:

Compressor 4.3.2
OSX 10.11.6
2013 Mac Pro, 64GB Ram, Dual D700

Compressor, Other OS, 10.11.6

Posted on Aug 7, 2017 5:47 PM

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Answer 1

cmscss Author

Level 1

59 points

Aug 8, 2017 3:20 PM in response to Russ H

Thanks Russ, have tried your suggestion but no luck, it just freezes on launch, shows the about compressor screen (see attached) and force quit shows the app not responding (see attached).

Also, I initially launched Compressor after the reinstall/restart without Suitcase and QuicKeys (or any other app) open and have tried launching in a different user account again.

Is there anything else I can do? I'm totally stuck!

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Answer 2

cmscss Author

Level 1

59 points

Aug 7, 2017 6:10 PM in response to cmscss

Tried to add the following to the original post but the forums state I don't have permission to update it...

How it happened:

Exported a mov from Premier Pro
Opened the exported Premier Pro mov from the desktop in Quicktime
Quicktime crashed
Launched Compressor
Dragged the Premier Pro mov into compressor, sorted the settings
Clicked 'Start Batch' and Compressor crashed
Now Compressor freezes on launch (and shows the about screen, see attached)

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Answer 3

cmscss Author

Level 1

59 points

Aug 8, 2017 1:54 PM in response to Russ H

Thanks for the reply Russ, much appreciated.

Yes, trash was emptied for all folders removed from /Application Support so very unsure what's going on, hence me also checking the disk just incase.

Thanks for the link to the link to FCS Remover, will try that now.

I'm thinking that I should:

Run the remover tool
Delete FCP, Compressor etc apps
Empty the trash
Restart
Reinstall FCP and Compressor

Would you do anything differently?

Cheers

Ben

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Answer 4

Russ H

Level 7

22,432 points

Aug 8, 2017 6:45 PM in response to cmscss

How are you launching Compressor? As a stand-alone application? Or through FCP?

This ordeal started with a single file that is apparently incompatible with Compressor. Only reason I can think of why the app would crash/hang os if it's still trying to open that file.

Russ

edit: Just to add, I've not run into anything like this before.

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Answer 5

cmscss Author

Level 1

59 points

Aug 8, 2017 7:03 PM in response to Russ H

Thanks for the reply Russ, I haven't run into anything like this before either.

I don't use FCP so I run Compressor from /Applications/Compressor. I use Compressor because of better control over web compression compared to the Adobe product.

The file was definitely compatible with Compressor, it was a prores 422 .mov file - I export these from Premiere Pro literally 1000s of times per year (without issue so far).

The screenshot from the first post shows a file because that was the first time the problem occurred. Since performing all the steps above however, Compressor doesn't load (or try to load) a file. This can be seen in the latest screenshot, note the 'Add File' button.

Oh well, guess I'm stuffed!

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Answer 6

Russ H

Level 7

22,432 points

Aug 9, 2017 4:09 AM in response to cmscss

Don't think I can add anything useful to what you've already tried.

Try Twitter…seriously, Apple Support on Twitter. If they can help, they'll initiate a DM discussion.

Good luck. Post back and let us know.

Russ

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Answer 7

cmscss Author

Level 1

59 points

Aug 24, 2017 1:58 PM in response to cmscss

I had to erase and install my OS to get this working. If anyone knows how to fix, please post so nobody else has to go through days of setup and Dropbox syncing!

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