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Veronique S.
Participating Frequently
Sep 2, 2022 10:43 AM UTC
Answered

"there was a problem loading this video"

Dear Adobe Team,

Previewing my Adobe Express video works.  However, when I try to share my video and create a link, I do get a link but I get an error message when i try to run the video: "Sorry we couldn't load this video". 

 

I tried duplicating the project so that I would get a new link, but I still run into the same issue then.

 

I followed advice I read in another post by trying Chrome Incognito and I still have the same problem.  Opening in Edge however does not cause an issue and then the video link works. 

 

My question is now, how do I get to work this in my Chrome again? As I am sharing the project with colleagues who all work in Chrome?  

 

I deleted cookies and erased history... that did not solve it either.


Thanks for your response,

Veronique 

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Amitej S
Amitej SCorrect answer
Community Manager
Sep 2, 2022 2:10 PM UTC

Hi @Veronique S. 

 

Thank you for providing such a thorough explanation and for sharing the actions you took. It seems to be a browser-specific issue, and this type of error generally arises due to the following reasons: An installed plugin or chrome extension, An outdated Chrome Browser or any changes in the browser settings.

 

You can try

  • Disabling or removing any installed Plugins or Extensions.
  • Restore Chrome to Default Settings
  • Update the Chrome Browser

You may also try restarting the chrome browser and the system after performing the mentioned alternatives.

 

Let us know if it helps,

 

Regards,

Amitej

 

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2 replies

Amitej S
Community Manager
Amitej SCommunity ManagerCorrect answer
Community Manager
Sep 2, 2022 2:10 PM UTC

Hi @Veronique S. 

 

Thank you for providing such a thorough explanation and for sharing the actions you took. It seems to be a browser-specific issue, and this type of error generally arises due to the following reasons: An installed plugin or chrome extension, An outdated Chrome Browser or any changes in the browser settings.

 

You can try

  • Disabling or removing any installed Plugins or Extensions.
  • Restore Chrome to Default Settings
  • Update the Chrome Browser

You may also try restarting the chrome browser and the system after performing the mentioned alternatives.

 

Let us know if it helps,

 

Regards,

Amitej

 

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    Veronique S.Author
    Participating Frequently
    Sep 5, 2022 12:06 PM UTC

    hi @Amitej S ,

     

    Thank you so much for the offered options to try!  I tried the first 2 bullet options (extensions, default settings) and restarted the PC, I still had the same issue however.  When I updated my Chrome Browser - that solved it!  I was able to run the video.

     

    For anyone who has the same issue, this is how you update your Chrome Browser:  Click the three dots in the top right corner of Chrome. Click Settings > Help > About Google Chrome. Chrome will be forced to manually check for an update.

     

    Kind regards,

    Veronique 

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