Firefly Video Generation Always Fails (“Something went wrong”)

For a long time, your platform was generating kids-related learning videos without any problem. We are working exclusively in the children’s education domain, and our work depends on creating such videos for small kids learning purposes.

However, suddenly, without any clear prior notice, your platform stopped generating these videos due to some new rules. Because of this unexpected change

• Our work has been delayed

• We faced serious issues with client timelines

• There is no proper support email ID

• We did not receive prompt or timely responses

• Your support response time is extremely slow and unprofessional

If your platform can no longer generate kids-related educational content, then it is not useful for our work.

Therefore, we request you to:

Initiate a full refund immediately, and

1. Clearly inform us about the refund process.

The overall experience with your service has been very poor, especially due to delayed responses and sudden rule changes. This has directly affected our professional work.

Please treat this matter as urgent and respond at the earliest.

Hi @office_5968,

Thanks for bearing with us. I tried that last prompt and it also failed for me and I am not sure why. I will ask for this to be looked at.

    droopy

Earlier, the same tool successfully generated many videos for us using similar prompts, including prompts that contained words like kids and children. Those videos were generated without any issues and are already in use.

However, now the system is throwing an error every time, even when the prompt is reduced to just a few neutral words. This is happening even with fully generic, compliant prompts that contain no restricted or sensitive terms.

Because this worked earlier and is consistently failing now, it does not appear to be a prompt issue. It seems more likely that there has been a recent system level change, moderation update, or a technical problem causing the generation to fail.

As advised earlier, I have completely removed the words child, kid, children, and any related terminology.

I am currently using a fully generic prompt with no age, relationship, or sensitive context, for example:

2D cartoon animation in Indian style. Two cartoon characters walking side by side on a sunny pathway. One character is taller, wearing casual clothes. The other character is shorter, wearing a bright outfit and carrying a backpack. Colorful buildings, trees, soft morning light. Cute, simple, friendly animation.

This prompt does not include any references to children, school, caregiving, or prohibited content.

Since similar prompts have generated successfully in the past, it seems there may be another underlying issue (such as a recent policy change, moderation sensitivity, account restriction, or system error) rather than the prompt itself.

Could you please check if there are any current limitations or flags on the tool or account that might be preventing generation?

Hey @office_5968 

As mentioned previously remove the word(s): child, kid, children, kids.
Adobe and other generative tools will not generate images of children. 

You may need to create several videos.

Cheers

Nate

This is my script. Please check it and suggest a solution.
I have been trying to fix this issue since yesterday but haven’t been able to resolve it.
Kindly help me as soon as possible. 

create a fully cartoon-style 2D animated nursery rhyme video.
Show 5–6 cute Indian nursery kids (boys and girls mixed) in a bright, colorful classroom or home-style setting. All characters should be soft, chubby, big-eyed, and 100% cartoonish (not realistic).
Only kids are present in the scene; no teacher or adult characters.

:musical_note: Rhyme:
“Mother helps me every day,
Mother loves me in every way.

Actions
– kids act out daily help actions like carrying a school bag, tying shoes, or pretending to eat food
– gentle hand movements with smiling faces
– kids place hands on their chest or give air hugs
– smile, soft clap, joyful nodding, and small happy jumps
loving, playful, and cheerful expressions

Use soft Indian-accented kids’ voices with a sweet singing tone and gentle background music.
Singing should be slow, clear, and one line at a time for easy repetition by preschool children.
Use bright pastel colors, smooth animation, and a fun, happy, nursery-friendly vibe.

Hey @office_5968 

Based on what I can see in the prompt: consider removing the word child.
Cheers
Nate