I keep getting an error whenever I try to create a video from an image. 

Image-to-Video Generation Error Report

Issue Summary

I am consistently experiencing an error when trying to generate a video from an uploaded image in Adobe Firefly.

The image uploads successfully and all video generation settings can be configured normally. However, after starting the generation process, Firefly fails to process the request and displays the following error message:

“Unable to load. We are unable to process this request. Please correct it and try again.”

The issue occurs repeatedly and prevents me from generating an image-to-video animation.

Environment

• Platform: Adobe Firefly

• Feature: Generate Video / Image-to-Video

• Browser: Google Chrome

• Device: Desktop computer

• Interface language: Turkish

Video Generation Settings

The settings visible when the error occurred were:

• Model: Kling 3.0

• Resolution: 720p

• Aspect Ratio: Vertical 9:16

• Frame Rate: 24 FPS

• Duration: 8 seconds

• Audio: Disabled

• Seed: 95514

• Input: Single uploaded image used as the first frame

The generation request also shows that 160 credits would be used.

Prompt Used

The prompt begins with:

Create an 8-second image-to-video animation using the uploaded image as the strict first-frame reference.

The instructions then request that the original composition, lighting, background, surface, decorative objects and product remain consistent with the uploaded reference image.

The prompt itself does not appear to contain unusual or prohibited instructions. It is a standard product/lifestyle image animation request.

Steps to Reproduce

1. Open Adobe Firefly.

2. Go to Generate Video.

3. Select the Image-to-Video workflow.

4. Upload a source image as the starting frame.

5. Select Kling 3.0 as the model.

6. Set the resolution to 720p.

7. Select Vertical 9:16.

8. Set the duration to 8 seconds.

9. Leave audio disabled.

10. Enter an image-to-video animation prompt.

11. Click Generate.

12. Wait for Firefly to process the request.

Actual Result

Instead of generating the video, Firefly displays an error screen with the following message:

“Unable to load.”

Followed by:

“We are unable to process this request. Please correct it and try again.”

No video is generated.

The error does not clearly indicate whether the problem is caused by:

• the uploaded source image,

• the Kling 3.0 model,

• the prompt,

• the selected duration or resolution,

• an account or credit-related issue,

• or a temporary Firefly server/API problem.

This makes it difficult to identify what needs to be corrected.

Expected Result

Firefly should successfully process the uploaded image and generate an 8-second vertical image-to-video animation using the selected Kling 3.0 model.

If the request cannot be processed because of a specific technical limitation, content restriction, unsupported image property or model constraint, Firefly should display a detailed error explaining the exact reason.

Frequency

The issue occurs consistently when I attempt to generate a video from an image, rather than as an isolated failure.

Repeated attempts produce the same or similar processing error.

Additional Information

The source image itself is successfully recognized by Firefly and appears correctly in the Frames section before generation.

The interface also accepts the prompt and generation settings without showing any warning before the request is submitted.

This suggests that the failure occurs during the actual video-processing/generation stage rather than during image upload or prompt entry.

I have attached a screenshot showing the exact error message, selected model, video settings and uploaded image state.

Request for Investigation

Could you please investigate whether this issue is related to:

• Kling 3.0 image-to-video processing,

• Adobe Firefly's integration with Kling,

• temporary server-side generation failures,

• image validation,

• account-specific generation restrictions,

• credit processing,

• regional availability,

• or any unsupported combination of 720p / 9:16 / 8-second generation settings?

It would also be helpful if you could provide the underlying error code or a more specific explanation of why the request is being rejected.

At the moment, the generic “Unable to process this request” message does not provide enough information to troubleshoot the problem.

Thank you.