Photo to Video on Firefly

This appears when I download a photo to convert into a 5 second video - "Some items are hidden when frames are in use, because they don't support frames. To use hidden items, remove all frames."

There seems no way to remove all frames. All my photos appear in the frame but not on the large screen. When I put in the AI description the video is produced showing only the AI version of the description -not the original photo. I have wasted all my credits trying to get it to work but only I success which I tried the same photo a second time and the same warning came up and it did not work. When I go on to the help it always says I am on the wrong country setting although I always open Firefly through my Creative Cloud account and all my photos are done on Photoshop. I have used the YOUTUBE videos and they all show the way i am using it. I also resize my photos o fit the criteria.