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Compressor 4.1: Basic troubleshooting

Symptoms

If Compressor 4.1 isn't performing as expected, try these basic troubleshooting steps to help isolate and resolve the issue. These general steps aren't meant to be comprehensive or address any particular issue.

Other articles describe what to do if Compressor 4.1 opens to a gray window or you need to troubleshoot distributed processing or enable additional Compressor instances.

Resolution

Before starting, you should make a backup of your custom settings, located in Library/Application Support/Compressor/Settings/ in your home folder.

  1. Restart your computer

    Restarting your computer resets Compressor-related system resources. It's the simplest thing you can do to troubleshoot Compressor issues.

  2. Review the product documentation

    Review Compressor 4 Help to learn whether the behavior you're experiencing is normal and expected.

  3. Verify that your computer meets the system requirements for Compressor 4.1

    Your computer must have an OpenCL-capable graphics card or Intel HD Graphics 3000 or later. For more information, review the Compressor technical specifications and graphics card compatibility information.

  4. Make sure that Compressor is up to date

    If you're actively working on a transcoding project, avoid updating Compressor 4 until you're finished with the project. If you don't want to wait, make sure that you have a backup of Compressor 4 and your custom settings and layouts. You'll then be able to restore these items if the Compressor update doesn't resolve the issue.

  5. Verify that the ProApps QuickTime codecs are installed

    Learn how to install the ProApps Quicktime codecs.

  6. Make sure that you're following the tips for transcoding media files in Compressor

    For more information, see Compressor 4.1: Transcode files.

  7. 7. Test by signing in to another user account

    Learn how to isolate an issue by using another user account.

  8. Remove the Compressor folder

    Before removing the Compressor folder, make sure that you have a current backup of your Compressor custom settings, located in Library/Application Support/Compressor/Settings/ in your home folder.

    1. In Compressor, choose Compressor > Preferences (Command-Comma), then select My Computer.
    2. Make sure that “Allow other computers to process batches on my computer” is turned off.
    3. Quit Compressor.
    4. Hold down the Option key and choose Go > Library from the Finder menu bar.
    5. The Library folder will open. Open the Application Support folder, then drag the Compressor folder to the Trash.
    6. Restart your computer.
    7. Open Compressor.
    8. If you turned off “Allow other computers to process batches on my computer” in a previous step, return to Compressor preferences and turn it back on. Then close the preferences window.
  9. If you previously used Compressor 4.0.x or 3.5.x on this computer, remove the Apple Qmaster folder

    You may have an Apple Qmaster folder if you used an earlier version of Compressor on this computer. Follow these steps in OS X Mavericks:

    If you previously used Compressor 4.0.x on this computer:

    1. Quit Compressor 4.1.
    2. Hold down the Option key and choose Go > Library from the Finder menu bar
    3. The Library folder will open. Open the Application Support folder, then drag the Apple Qmaster folder to the Trash.
    4. Restart your computer.

    If you previously used Compressor 3.5.x on this computer:

    1. Quit Compressor 4.1.
    2. From the top level of your hard disk, open the Library folder, then open the Application Support Folder. Drag the Apple Qmaster folder to the Trash.
    3. Restart your computer.
  10. Reset Compressor preferences

    Before resetting your preferences, take note of your current Compressor 4 preferences. Resetting the preferences causes each preference to return to the default setting. Also make sure that you have a current backup of your Compressor custom settings, located in Library/Application Support/Compressor/Settings/ in your home folder. Refer to the Compressor preferences overview for more information about these settings.

    Follow these steps in OS X Mavericks:

    1. Quit Compressor.
    2. Create a new folder on the desktop, and give the folder a name you'll remember, such as "Compressor 4 Preferences."
    3. Hold down the Option key and choose Go > Library from the Finder menu bar.
    4. The Library folder will open. Open the Application Support folder, then drag the Compressor folder to the folder you created in step 2.
    5. Return to the Library folder and open the Preferences folder. Drag the following files to the folder you created in step 2:
      • com.apple.Compressor.plist
      • com.apple.Compressor.plist.lockfile
    6. Open Compressor and try to reproduce the issue. If the issue is resolved, you can return to the desktop and drag the folder you created in step 2 to the Trash.
  11. Remove Compressor

    Before removing Compressor, make sure that you have a current backup of your Compressor custom settings, located in Library/Application Support/Compressor/Settings/ in your home folder.

    Follow these steps in OS X Mavericks:

    1. Go to your Applications folder or choose Go > Applications from the Finder menu bar.
    2. Locate the Compressor application and drag it to the Trash.
    3. Hold down the Option key and choose Go > Library from the Finder menu bar.
    4. The Library folder will open. Open the Application Support folder, then drag the Compressor folder to the Trash.
    5. Return to the Library folder and open the Preferences folder. Locate these files and drag them to the Trash:
      • com.apple.Compressor.plist
      • com.apple.Compressor.plist.lockfile
  12. Reinstall Compressor

    After removing Compressor 4, reinstall it from the Mac App Store or from a backup.

    Reinstalling from the Mac App Store

    1. Open the Mac App Store.
    2. Click Purchases in the Mac App Store toolbar.
    3. If you're asked to sign in, use the Apple ID that you used to purchase Compressor 4.1.
    4. Look for Compressor in the list of purchased applications. If you don't see Compressor in the list, make sure that it's not hidden.
    5. Click the Install button next to Compressor to download and install the application.

    Reinstalling from a backup. If you're reinstalling (restoring) a copy of Compressor 4 from a backup, choose from these options:

    When you open the restored application for the first time, you may be required to sign in with the Apple ID that you used to purchase the application.

Last Modified: Jul 24, 2014
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  • Last Modified: Jul 24, 2014
  • Article: TS3894
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