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Hello @Kem36035839muln,

I appreciate you posting your question here. Issues like this can be handled by assisted support. To contact Adobe Customer Service, please do the following: 

1. Make sure to sign in to your Adobe account. Allow popups and cookies on your browser. You may be unable to see the chat window using a VPN. 
2. Click here: https://helpx.adobe.com/contact.html?rghtup=autoOpen. This will automatically open the chat window. 
3. Type "Agent" in the chat box to be connected to a live agent. 
4. When you get an agent, ask to be connected to the video queue. These agents are specially trained to handle digital video and audio issues.

I hope they can help you. Let us know what they say so that the community can stay informed and help others having trouble with the same situation.

Thanks,
Kevin