Aero not displaying images in some installs of Aero

Report · Oct 19, 2022

Second post - first was marked as spam. Briefly, sysadmin at a university. Aero on some lab machines will not display an imported image, just a placeholder frame with position controls. On our office machines we can create a file with an image (jpg, png) and it works fine. On the lab machines this image won't display in edit or preview, but does when viewing through the shared QR code.

Windows 10 (Active Directory bound), Aero version 0.18.4(#243). Graphics card (functioning) Geforce GTX1060, (non-functioning) Geforce 730. I did update graphics drivers, uninstall and reinstall, including removing both Aero folders under appdata\roaming.

Attachments show file on phone, but missing image in Aero.

Report · Oct 19, 2022

So, will try to be as specific as possible. I am a sysadmin at a University. We have lab device licenses of CC running in computer labs (Windows 10, Active Directory logins).

On my (and the faculty who is teaching the course using Aero) office desktop machines, also Active Directory bound, Aero (version 0.18.4 (#243) seems to be working ok. The bug in question is that when we import an image (jpg or png) in the lab machines, the image does not display. The object is in the scene and selectable, but the image does not show in the editor or preview modes. It DOES show when we share, create link, and open the QR codes on the phone.

The display is 1920x1080. The video cards are Nvidia GeForce 730. I have uninstalled and reinstalled the graphics driver on the lab machine, uninstalled and reinstalled Aero, including deleting the preferences folders in C:\Users\<username>\AppData\Roaming\Adobe - both Adobe Aero and Aero folders - before reinstalling.

Files containing images that do display created on my office machine (GeForce GTX 1060, if this is relevant) will open on lab machines, but not display the image in edit or preview mode. I am not an Aero expert - acting as support here - but I can't find any preference or setting that would cause the images to be invisible.

(The images are samples from the Photoshop Classroom in a Book series - what I had handy!)

Attached are two rough images - the image displaying properly on my phone with the QR code, and a shot of the image being invisible in the Aero app. Help appreciated, the faculty member is trying to use this as a class project!

Report · Oct 19, 2022

Me replying to myself. Just realized the cards in the lab machines don't meet the base requirements of a 1060 - they're smallish 730s (lab budgets are tight!) However, we successfully ran a class in there with Aero last spring on an older version. Did the graphics hardware requirements and/or tests for such increase significantly recently?

I'm going to try installing an older version from the CC app on my 1060 machine and the lab machine and test 1060->lab machine to see if that sheds light on our situation. Insight would be appreciated though!

Report · Oct 20, 2022

I am able to use Aero assets, 3D objects - airplane, animated 3D characters. I can see the character animate and can control it. However, when I import my own assess (e.g., PNG) I can't see them - I only see a frame around the object - see picture below. This happens on all assest I import.

Report · Oct 24, 2022

Hi @twist0105 , so yes, we did bum the desktop requirements for the latest release to a minimum of Nvidia 1060(for windows) last week: https://helpx.adobe.com/aero/system-requirements-macos-windows.html If I can offer any further assistance in any way, please let me know of feel free to PM me, our education users are important to us and I want to find you a solution if possible. Thanks!

Report · Oct 25, 2022

Hi Mark, by chance, do you have suggestions for how we can proceed. We currently have multiple courses impacted by this issue. Please let us know. Thanks!

Report · Feb 22, 2024

@markhellar
I've also same issue..

My System Configuration:

Intel i5 8th Gen Processor
NVIDIA Geoforce 940mx Graphic Card
16GB RAM

Report · Mar 14, 2024

Hello! I am having similar issue. My Png file does not display in the viewport( despite the visibility turned on in the scene menu)

How can i resolve this? does the png need to have a specific file size?

My project is very small and it shouldn't require much ram but in any case does the GPU computing of a computer make a difference and potentially solve this issue? ( I am using adobe beta aero on my 2020 M1 8gb Mac)

I am on 2020 mac with M1 chip 8 Gb