Get help with Compressor 4.2 or later

If Compressor 4.2 or later isn't performing as expected, try these basic steps to help isolate and resolve the issue.

Before you begin

Before starting, you should make a backup of your custom settings, located in Library/Application Support/Compressor/Settings/ in your home folder. Then, use these steps to help isolate and resolve Compressor-related issues. These general steps aren't meant to be comprehensive or address any particular issue.

1. Restart your computer

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

2. Review the product documentation

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

3. Check system requirements

Verify that your computer meets the system requirements for Compressor. 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. Update your software

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.

If you can't successfully update Compressor using Mac App Store, see this article.

5. Verify that Pro Video Formats is installed

Compressor uses Pro Video Formats. Learn how to install Pro Video Formats and make sure this software is up to date.

6. Check your transcoding steps

Review the documentation to be sure that you're correctly transcoding media files.

7. Isolate issues with another user account

Try reproducing the issue using a different user account on the same computer. If you can't reproduce the issue, there may be software installed in one user account that introduces the issue.

8. Remove the Compressor folder

Try removing the Compressor folder to resolve the issue. Before removing Compressor, back up your Compressor custom settings (located in Library/Application Support/Compressor/Settings/ in your home folder).

  1. In Compressor, choose Compressor > Preferences and then click My Computer.
  2. Make sure that “Allow other computers to process batches on my computer” is turned off.
  3. Quit Compressor.
  4. In the Finder, hold down the Option key and choose Go > Library.
  5. From the Library window that appears, 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. Remove the Apple Qmaster folder

If you previously used Compressor 4.0 or 3.5 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 to remove the Apple Qmaster folder.

If you previously used Compressor 4.0 on this computer:

  1. Quit Compressor.
  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 on this computer:

  1. Quit Compressor.
  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

Try resetting Compressor preferences to resolve the issue. 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 back up 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 to reset Compressor preferences:

  1. Restart your computer.
  2. In Finder, hold down the Option key and choose Go > Library. 
  3. In the Library folder that appears, open the Application Support folder. Then drag the Compressor folder to the Trash.
  4. Return to the Library folder and open the Preferences folder. Locate these two files:
    • com.apple.Compressor.plist
    • com.apple.Compressor.LSSharedFileList.plist
  5. Drag the files above to the Trash.

After resetting Compressor preferences using the steps above, open Compressor and try to reproduce the issue.

11. Remove and reinstall Compressor

Try removing and reinstalling Compressor to resolve the issue. Before removing Compressor, back up your Compressor custom settings (located in Library/Application Support/Compressor/Settings/ in your home folder).

Uninstall Compressor

  1. In Finder, choose Go >Applications.
  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. From the Library window that opens, 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.LSSharedFileList.plist

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

Reinstall Compressor from the Mac App Store

  1. In Finder, choose Go > Applications, then open Mac App Store app.
  2. Click Purchases in the toolbar.
    If you're asked to sign in, use the Apple ID that you used to purchase Compressor.
  3. 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.
  4. Click the Install button next to Compressor to download and install the application.

Reinstall Compressor from a backup

If you're reinstalling Compressor 4 using 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.

Learn more

These articles also contain helpful information related to Compressor.

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