Known Participant

Answered

Corrupt Adobe Stock video file

Forum|Forum|8 years ago
May 18, 2018
3 replies
1114 views

I purchased a 4K video file today for a project, #141064422 from © vchalup on Adobe Stock. Tried downloading 4 times, each time it came in corrupt. Please help as this project is due tomorrow.

Correct answer Sheena Kaul

Sheena,

I never did the file to download correctly. I had to find a different solution. Can you please credit my account $214.24?

Scott

Hi Scott,

Please Contact Customer Care for the refund requests.

You may also refer Contact Support FAQ: Unable to reach support through the "Contact US" link in case you face troubles reaching support.

Regards,

Sheena

L

loose1d

Participating Frequently

Same file, Same issue. Was there ever a resolution to this.?

Abambo

Community Expert

Sure. Adobe did test the file, and it looks that it's working fine. Same file, same issue is from time to time not the same issue. You should describe exactly what the size of the downloaded file is (it may be a download issue) and what the error message from the computer is (it may be a missing CODEC).

This said, it may well be the same issue... and then it is important to document with more information.

ABAMBO | Hard- and Software Engineer | Photographer

L

loose1d

Participating Frequently

read the original post. I downloaded the file a bunch of times as well. The file doesn't play. It's 121 meg and is a quicktime movie. The codec must be different that all the other adobe stock clips because all the others play fine.

Sheena Kaul

Legend

Hi Scott,

I got the file checked with the product team here and it appears that the file is working absolutely fine and has no issues.

While checking the same, we observed that we had to test it on a machine that can play the 4K video, which is generally higher in configuration from the normal machines that we use.

Kindly try to use the file on a high configuration machine and let me know if that works.

Regards,

Sheena

S

scottskajaAuthor

Known Participant

Hi Sheena,

I am working on a high configuration computer. It is an iMac Retina 5K 2017 4.2 GHz Intel Core i7 with 64 GB of memory. I work with 4K files regularly with no issue. On this particular project I've even downloaded other Adobe Stock 4K video files and edited them with no issue.

Did you try downloading the file in the same manner that a customer would? (i.e. not on your computer that is tied to your servers)

One thing I'm seeing that might shed some light is that a 4K file of that length should be in the 1GB range in file size. When downloading the #141064422 4K file, the download progress window in Safari states the file is 124.6 MB. That seems wrong. In addition download times vary from a minute to hours on the 4 attempts I've made to download.

S

scottskajaAuthor

Known Participant

I just tried it again as my deadline is looming. The file downloaded at an unlikely 124.6 MB.

When I try to open it with QuickTime, I get an error that states:

The document "AdobeStock_141064422.mov" could not be opened. This file isn't compatible with QuickTime Player.

When I import it into Premiere (v12.1.1, build 10) it shows in the Source monitor as black video with a few pixels of noise at the top.

Sheena Kaul

Legend

Hi Scott,

I'm getting this file checked by the team here and will be updating you as soon as I hear back from them.

Allow me sometime.

Appreciate your patience.

Regards,

Sheena

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.