Compressor: Troubleshooting basics

Resolution

Confirm versions

1. Update to the latest software versions.
   Choose Software Update from the Apple () menu and make sure that you have the most recent updates for your versions of Compressor, QMaster, QuickTime, and other important system files. Installing the latest updates ensures that your software has the latest improvements and enhancements.
2. Check compatibility and driver versions for third-party devices.
   If you're using a third-party capture card, storage system, input device, or something else, check the support area on the manufacturer's website to be sure that you're using the latest version of the relevant driver or other software for your device.

Confirm your computer's name in Sharing

A Computer Name and a Local Hostname must be populated in the Sharing pane in System Preferences (even if sharing is not enabled for any services).

1. Choose System Preferences from the Apple () menu.
2. Click Sharing.
3. If the Computer Name field is blank, enter a name.
4. Click Edit.
5. If there is not a name in the Local Hostname field, enter a name.

Delete the User Preferences

You can resolve many issues by restoring Compressor back to its original settings. This will not impact your project files. To reset your Compressor user preference settings to their original state:

1. In the Finder, go to ~/Library/Preferences (where the tilde (~) represents your Home folder).
2. Remove the following files from the Preferences folder:
   • com.apple.Compressor.CompressorSharedService.plist
   • com.apple.compressor.Compressor.plist

Note: This will not delete any custom settings that you may have created. Custom settings are stored in ~/Library/Application Support/Compressor.

Clear the QMaster cache

You can sometimes resolve issues with batch processing by clearing the QMaster cache.

1. Quit Compressor and Batch Monitor.
2. In the Finder choose Go > Go to Folder.
3. In the dialog that appears, type the following path: /var/spool/qmaster/
4. Click Go.
5. Drag the contents of /var/spool/qmaster/ to the trash.
6. Restart your computer.

Repair File Permissions

1. Close all the files and applications that you have open.
2. Open Disk Utility (located in the Utilities folder in Applications) and select your startup disk in the list on the left.
3. Click First Aid.
4. Click the Repair Disk Permissions button.

Remove and reinstall Compressor

To reinstall Compressor effectively, you need to remove the application, its receipts and associated files, then install Compressor and use Software Update to install additional updates. Follow the steps below to completely reinstall a fresh copy of Compressor. Note: Make sure that you have the installation discs for the application that Compressor was bundled with and the serial number handy before starting this.

1. Use Finder to remove the following listed items:
   • /Applications/Apple Qadministrator.app
   • /Applications/Apple Qmaster.app
   • /Applications/Compressor.app
   • /Applications/Utilities/Batch Monitor.app
   • /Library/Application Support/Apple Qmaster (the folder)
   • /Library/Frameworks/AECore.framework
   • /Library/Frameworks/Compressor.framework
   • /Library/Frameworks/MediaServerAPI.framework
   • /Library/Frameworks/Qmaster.framework
   • /Library/Logs/Qmaster (the folder)
   • /Library/PreferencePanes/Apple Qmaster.prefPane
   • /Library/Receipts/Compressor.pkg
   • /Library/Receipts/ProMediaIO.pkg
   • /Library/Receipts/Qmaster.pkg
   • /Library/Receipts/Qmaster_Frameworks.pkg
   • /Library/StartupItems/Qmaster (the folder)
2. In Finder, choose Go > Go to Folder.
3. Type the following path:
   /usr/sbin/
4. Click Go.
5. Locate the following items from that Finder folder, and drag them to the Trash:
   
   • qmasterca
   • qmasterd
   • qmasterprefs
   • qmasterqd
6. In Finder, choose Go > Go to Folder.
7. Type the following path: /var/spool/qmaster/
8. Click the Go button.
9. If there are any folders inside the qmaster directory, drag them to the Trash.
10. If you have Motion installed, drag it from the Applications folder to the Trash.
11. From your install disc, reinstall Compressor and Apple Qmaster (and Motion, if applicable).
12. When finished, use Software Update (under the Apple () menu) to update your software to the latest version.