Debugging Cantemo Portal Adobe Panel

Debugging from Portal

The Cantemo Portal log can be very useful for debugging Adobe Panels for us. It will contain information on the requests that Premiere is making to Portal.

If there are no logs being created it could be:

  • Panel is configured wrongly, check the server address and whether you are using http or https.
  • Portal is not running - check by using a web browser to connect.
  • There is a networking problem between the Premiere workstation and the Cantemo Portal server. You should be able to do DNS lookups, ping the server and traceroute effectively from the workstation.

There are logs:

  • Check that the NLE plugin is installed and running, otherwise the panel will be creating 404 errors as the panel will request resources not available normally.
  • Check that the NLE plugin is the correct version (it is distributed with the panel). Always try and keep the panel and plugin of the same version.
  • Check that the panel as a valid Token, otherwise authentication errors will occur. This should show in the Portal logs.
  • If using the Cantemo Agent, check that it is running and configured correctly with the same credentials the panel is set to.

See if the panel loads up in Premiere

When Premiere is open with the panel installed, it should show up under Extensions > cantemo. If either of those is missing or greyed out then it shows that the panel is not installed correctly.

# Try restarting the Premiere # Create a new project and see if it exists. # If it still doesn’t show follow the instructions in “Using the Adobe framework for Panel debugging information ” below.

If the panel doesn’t show it is usually a problem with the panel version being incorrect for the version of Premiere. Try installing the latest panel. In rare cases it’s because the code where there panel reads from has been modified. Reinstall the panel.

Panel is there but blank.

  • This usually indicates a problem with the code inside the panel - a bug or some incompatibility.
  • It can also happen because the panels actually have access to a global code namespace and they can clash - so check if there are other panel extensions installed.
  • Following the instructions for “Using the Adobe framework for Panel debugging information ” below.

Importing media problems.

  • Check the file permissions on all shared storages that the panel is importing from.
  • Check the NLE plugin is correctly configured with shared storages.
  • Cantemo Agent Should be installed and running.
  • Cantemo Agent Has it’s own log files. Have a look at the Cantemo Agent preferences for where it is logging and enable debug logs. Retry the operation that is failing and see the logs.
  • Have a look around that time in the Portal log file. You might see errors as the Agent talking to Portal.

Exporting problems.

If the problem that you are experiencing is when exporting * Check the NLE plugin is correctly configured with shared storages. * Cantemo Agent Should be installed and running. * Cantemo Agent Has it’s own log files. Have a look at the Cantemo Agent preferences for where it is logging and enable debug logs. Retry the operation that is failing and see the logs. * Have a look around that time in the Portal log file. You might see errors as the Agent communicates with Portal. * Check that Adobe Media Encoder is exporting files to the correct place, it should be the watch folder as configured in the Cantemo Agent..

Log files with useful debugging information are created for each of the applications supporting CEP extensions. The platform-specific locations for the log files are as follows:

OSX: /Users/USERNAME/Library/Logs/Cantemo

Win: C:\Users\USERNAME\AppData\Local\Temp

Logging levels can be modified as per the following levels:

  • 0 - Off (No logs are generated)
  • 1 - Error (the default logging value)
  • 2 - Warn
  • 3 - Info
  • 4 - Debug
  • 5 - Trace
  • 6 - All

The LogLevel key can be updated at the following location (The application should be restarted for the log level changes to take effect):

  • Win: regedit > HKEY_CURRENT_USER/Software/Adobe/CSXS.6
  • Mac: /Users/USERNAME/Library/Preferences/com.adobe.CSXS.6.plist

For example of Mac, in the terminal do:

defaults write com.adobe.CSXS.6 LogLevel 6

Panel Installation paths

The panels are installed usually:

OSX: /Library/Application Support/Adobe/CEP/extensions

Win: c:\Program Files (x86)\Common Files\Adobe\CEP\extensions

Adobe Media Encoder

Install Adobe Media Encoder (AME) of the correct version for the version of Premiere you are using. Open and close Adobe Media Encoder before using the Cantemo Panel.

i.e. if you are using Premiere Pro CC 2014, you must install the panel for that and install Adobe Media Encoder CC 2014 and Extension Manager.

Where we look for Adobe Media Encoder presets.

The transcode presets that are listed in the Cantemo Panel are sourced from different places depending on which version of Adobe Premiere Pro you are using. We don’t support betas and alpha version of Adobe Premiere Pro or any other Adobe Product at this point in time.

Adobe Premiere Pro CC

This means the 2013 addition of Adobe Premiere Pro CC, internal Adobe version number up to 7.2.2):

OSX: ~/Library/Preferences/Adobe/Common/AME/7.0/Presets/PresetTree.xml

Win: %APPDATA%/Roaming/Adobe/Common/AME/7.0/Presets/PresetTree.xml

Adobe Premiere Pro CC 2014

This means the version internally know as 8.x released in 2014:

OSX: ~/Library/Preferences/Adobe/Common/AME/8.0/Presets/PresetTree.xml

Win: %APPDATA%/Roaming/Adobe/Common/AME/8.0/Presets/PresetTree.xml

Adobe Premiere Pro CC 2014 with AME build 8.0.1 build 21 and above

If you have upgraded you will need to open and close Adobe Media Encoder again:

OSX: ~/Documents/Adobe/Adobe Media Encoder/8.0/Presets/PresetTree.xml

User presets.

If the user has their own presets stored in Adobe Media Encoder these are stored in the PresetTree.xml as UserPresets>PresetsUIItem>SubList>PresetsUIItem>ProxyPreset.

We parse those and the are shown at the front of the list.

Reporting Errors to Cantemo

Installation errors of the Panel

When installing the panel you might encounter problems. To help us debug it is important that we not only know the error message but also the versions of software that you have installed.

  • What version of the Adobe software that you are hoping that the panel will installed to. i.e. “Adobe Premiere Pro CC 2014 8.0.1”.
  • Extension Manager version.
  • Premiere Pro Version.
  • Adobe Media Encoder Version.
  • Panel version. (and the installer name)
  • Operating System version
  • The error message that Extension Manager reports - a screenshot is handy here.
  • Panel doesn’t show up in the Adobe Application.
  • Report the same software as for installation errors.

Panel not working properly.

Consider going through the knowledge base, then report the versions as above plus:

  • Portal logs.
  • Cantemo Agent Logs.
  • Any console.log from relevant places.