Veo 3.1 repeatedly fails with generic “Can’t load” message

Thank you for the thoughtful response and for outlining the additional tests. I’m using Chrome on Windows, and the issue is occurring with this specific reference-image workflow rather than simply being a prompt or credit issue.

Since submitting the original report, we have completed several additional diagnostics:

• Tested both PNG and JPEG versions of the reference image.
• Tried both Frames and Images reference modes.
• Removed all visible branding, text, lyrics, dialogue, and complex instructions.
• Simplified the prompts to basic image-to-video movement.
• Created new projects and sessions.
• Signed out and back in.
• Refreshed and restarted the browser.
• Tested in a separate Adobe account.
• Generated new master images and attempted the same workflow with alternate reference images.
• Confirmed that some images and prompts have generated successfully, while others now fail with the same generic “Can’t load” or “generation image does not meet guidelines” result.

The problem is that our project is a continuity-sensitive children’s animation production. We are not trying to create a single complex video. We are producing short, reference-led 16:9 scenes that must preserve the established characters, clothing, environment, lighting, camera direction, and exact first and last frames from one shot to the next. Lowering the resolution would not be a meaningful solution for this project because it would create a lower-quality asset that still would not satisfy the production requirements.

We have also tested alternative generation paths to keep the project moving. Kling can produce some usable results, but it does not preserve the characters and scene continuity reliably enough for the locked sequence. We are now testing Ray as another fallback, but it costs approximately 400 credits for a five-second scene. Those alternatives are costing substantially more than the project would require if Veo were functioning normally.

That creates an important limitation on further troubleshooting: each additional test is no longer free diagnostic work. Testing Kling, Ray, alternate reference images, and repeated Veo generations consumes production credits while producing assets that may not be usable in the final project. We are trying to diagnose the issue responsibly, but we cannot continue spending hundreds of credits simply to determine whether the failure is account-specific, reference-workflow-related, or occurring in the generation service.

We can test a completely different reference image and a no-reference generation if those tests can help isolate the issue. However, could you please confirm whether those tests can be evaluated or credited without requiring us to spend additional production credits? At this point, the evidence suggests that the failure may be occurring within the reference-image workflow, account/session state, or generation service rather than being caused by prompt complexity, image format, or insufficient credits.

If possible, I would greatly appreciate a backend review of the account, the affected project/session, and the reference-image generation pathway. We can provide screenshots and examples of both successful and failed attempts. Our goal is simply to restore the Veo workflow so we can complete the project using the intended production method rather than continue incurring credit costs for substitute models.  Really appreciate any guidance that you could offer, thank you very much!

Hi ​@Peaceful_inventor5fe2,

Hi, thank you for providing those details and the troubleshooting steps you've already completed. I understand how frustrating it is to repeatedly encounter a generic "Can't load" message, especially after testing multiple reference image formats, simplifying prompts, and exhausting the standard troubleshooting options.

Based on your description, you've already ruled out many common causes by:

• Testing both PNG and JPEG versions of the reference image.
• Removing visible branding, text, lyrics, dialogue, and complex instructions.
• Trying both Frames and Images reference modes.
• Creating a new project/session and signing out and back in.
• Refreshing and restarting the browser session.

To help us investigate further, could you please provide:

• The browser and operating system you're using.
• Whether the issue occurs with all reference images or only this specific image.
• Whether you can successfully generate videos without using a reference image.
• A screenshot of the error message, if available.

From the information provided, it appears the generation is failing before a usable video is returned, which may indicate an issue with the reference-image workflow, account/session state, or the generation service itself rather than available credits or prompt complexity.

As an additional test, please try:

• Generating a video with a completely different reference image.
• Generating a video without any reference image.
• Testing in an incognito/private browser window or a different supported browser.
• Trying a lower resolution setting, if available.

Regards,

Tarun