I keep getting an error when I try to add a video to my PDF

Question

Hello. I am trying to add a video to my PDF, and I keep getting an error was encountered. I have followed the proper steps but it continues to give me an error. I open a PDF file (have tried several different ones just in case one was corrupted). I then go to Tools, and add Rich Media, and then select video. From here I drag my mouse on the page to draw a box where I want the video to appear. When the next box pops up, I select a MP4 video file that is saved on my computer on my desktop. When I do this I get a black box with a little prompt at the top that says activate. When I click on this, it says connecting, but then just times out and gives me an error everytime. Am I doing something wrong here? I looked online and these are the steps that I am told to follow. I have tried several different videos (including those with a small file size) but nothing works. HELP PLEASE!!! Thank you.

Meenakshi_Negi · Answer

Hi Scott31579524htti,

Thank you for reaching out, and sorry about the trouble caused.

Please create a test PDF or blank PDF and try adding the video. See if you still get the error. Use the steps suggested in the following help document: https://adobe.ly/4fUQuts.

If the issue still occurs, please share the screen recording of the complete steps used. Confirm if it happens with a particular video you are trying to add or any video. Please collect the logs for the issue using the diagnostic tool and share the log ID.

Let us know if you need any help.

Thanks,

Meenakshi

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