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eddelage
eddelage
Participant
May 14, 2021
Question

Premiere 2021 Update RUINED my caption workflow + AWFUL customer service

  • May 14, 2021
  • 1 reply
  • 540 views

I am a longtime Adobe Cloud customer. We switched to Teams a few months ago.

 

The idea is a good one but it has been nothing but bugs and issues (profile issues, unability to invite specific collaborators to projects etc). We've spent many hours on the phone with many different reps and didn't solve any of it. We were told we'd get a refund but again nothing happened.

 

The latest issue has to do with captions. The 2021 update wiped out our SCC captions from the hundreds of timelines we have in several projects, with no way to even see where they went.

 

Also when re-importing captions into these timelines, we now get a bunch of bugs such as seeing two sets of captions in the viewer but only one caption track in the timelines, the inability to bring in pieces of different SCC files into a single timeline. Hundreds of hours of work GONE and no way to fix it at the moment.

 

I just called custumer service and got hung up on. I called again and left and call back number. I received a call a few minutes later and then got placed on hold for over ten minutes with nothing happening. This is unacceptable and so frustrating.

 

PLEASE FIX CAPTIONS IN PREMIERE 2021 ASAP!!! We pay close to $150/month for this. Your products and customer service are not worth that. Far from it.

 

[Moderator note: as you are using the

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1 reply

Warren Heaton
Community Expert
Warren HeatonCommunity Expert
Community Expert
May 14, 2021

Hello eddelage:

 

Creating captions is a huge time investment.  I completely understand your frustration.

 

Do you know how to install older versions of Premiere Pro via Creative Cloud Desktop?  Use the "Other Version" option to roll back to a prior version.  You probably noticed that Premiere Pro prompts you to save an updated version of your project file in Premiere Pro 2021, leaving your prior project file intact.  Hopefully there's an older version that corresponds to your orignal .proproj files that are known to have captions working as expected.

 

 

You can keep multiple versions of Premiere Pro installed while you figure this out - hopefully sooner than later.

 

As this is just a forum for community support, please be sure to submit this issue to the Premiere Pro Adobe Video & Audio Apps UserVoice page: https://adobe-video.uservoice.com/forums/911233-premiere-pro

 

 

 

 

    eddelage
    eddelageAuthor
    Participant
    May 14, 2021

    Ok thank you for the quick response. I think I can restore the software to the 2020 version but I couldn't find a way to restore the project files to before we opened them with the 2021 version. How do restore these "team" project files? 

    U
    Adobe Employee
    Udo_Pawlik
    Adobe Employee
    May 14, 2021

    Hi,

    I'm a quality engineer working on Team Projects and I can confirm the behavior you're seeing where an .scc file appears to lose it's file type association between the 2020 (Type: Scenarist Closed Caption File) and 2021 (offline) versions. So, yes, there are definitely issue here and I'll log a bug and let you know when we have addressed them.
    Oddly enough, I'm able to restore the captions in PPRO_2021 to the new 'Caption track' by dragging the 'offline' .scc file back onto the timeline.

    In the meantime if you want to revert back to the 2020 version, you can restore previous versions of a Team Project via the Media Browser: View versions of team projects

     

    I'm also interested in the other issues you mention (profile issues, inability to invite specific collaborators to projects etc) and I'd like to work with you to get them addressed. Feel free to send me a DM or email for any of your Team project related concerns or issues.

     

    Best,
    Udo


    Udo Pawlik | Sr Software Product Quality Specialist | Adobe | upawlik@adobe.com

     

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