Not able to import videos from Stock

Question

Hi there,This is the prompt I get in PrP after trying to right click and import a video from my Libraries pane. What gives?In AE, the same video won't import to the project (just does nothing after right click_"add to project")  but I can drag it to the project pane but only empty video with color bars and label of title of asset (below). Very weird.Frustrated if I can only download from assets from website and have to import. Defeats the purpose of Adobe Stock and synced Libraries. PrP 2008OS High SierraThanks in advance,Pete O'Neill

WendellaBee · Accepted Answer

FYI to those following this thread. I was tracking a Stock issue for another customer with another application where he had issues with search. The customer had accented letters and apostrophes in his user profile.

I messaged EditorPete and asked him to edit his profile in account management, removing the apostrophe from his name and any other special characters in his address if they existed. He then signed out of Stock and Creative Cloud and signed back in. EditorPete messaged me that this resolved his issue.

I have escalated this issue to the teams that could assist in resolving this issue and am working to get this on their backlog for a future fix. In the meantime removing punctuation or special characters from the customer profile seems to have fixed his issue.

EBQ

EditorPete · Answer

Thanks for sending to AE team...I cannot preview videos in project either, just bars like my attachment...matter of fact, I cannot search Adobe Stock within AE either under my Libraries. Weird thing is....images work fine. I still can't search through AE, but libraries show up and I can use images, previews and licensed.

Thanks,

Pete

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