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Lysanne5E26
Participant
November 8, 2023
Question

actually, I feel quite f****ed by Adobe support

  • November 8, 2023
  • 1 reply
  • 315 views

It's a bit ridiculous to be directed here by a chat bot... but, so are those big companies these days, though I really feel a bit underwhelmed, having a really expensive full Adobe subscription. Even SAP has better support.

So here's what: I have a Premiere project, fully comlete, but want to work on it to replace some things. When I open the project, Premiere tells me it's old and needs to be converted, so I do (otherwise it just results in opening an empty project). However, the timeline is completely empty, like there is no project.

I'm quite devastated, this is an important project for our band, and I feel completely broken by Adobe.

And It feels even more ridiculous to pay ~100 € a month without real support. My hate goes beyond.

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    1 reply

    Kylee Pena
    Community Manager
    Kylee PenaCommunity Manager
    Community Manager
    November 8, 2023

    Hi there, I'm sorry to hear this. I can imagine how frustrating it must be. 

     

    I've seen this issue happen once before, so I have two suggestions for you to try. It sounds like you're opening a project from a previous year release in a newer release -- like 23.4 to 24.0. When we change the number before the dot, there are some under-the-hood code changes that require the conversion upward.

     

    A: Make a copy of the original project on your disk (name it something so you know it's a copy) and try to open that. I don't think this will work, but it's simple, so why not.

     

    B: If not, I'm sure this will work. Open the newer version of Premiere Pro and create a new, blank project. Go to File > Import. Find the project you want to open on disk, and click Import. You can select "Import Entire Project" and it should bring all the original contents into your new project. Now you can save your new project in the updated format.

     

    Let me know if either of these work. If not, reply back here and I'll see it. I'm also interested in getting a copy of your project file (file only, no media) via email to look and see if I can reproduce this issue to fix it, if you're willing. 

     

    Don't worry, we'll get you sorted. 

    Kylee Peña | Sr. Product Marketing Manager - Professional Editorial
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