Remove Background for Video is Greyed Out

[marykn]

I have a 1.2 second clip that I am trying to remove the background of and when I upload it on the web app on my laptop (Mac OS 10.15.7, Firefox 123.0 [64-bit]) the Remove Background feature is greyed out. I have tried re-uploading it to no avail. I have tried waiting a few minutes to see if it just needed more time to process to no avail. I closed the project, exited the app, and re-opened the project, but a loading circle appears in the upper right hand project window and remains circling indefinitely. I tried signing in and re-uploading the video on a different browser (Chrome 121.0.6167.139 (Official Build) (x86_64)) and the exact same thing happened. I pay for this service so it is not blocked b a paywall. Please advise.

[hkdee]

I have been using adobe express to remove video background. But sometimes the feature doesn't even have an option to select it (Check image)
Tried changing browsers but still doesn't work
Help please!

[taralynne_3283]

I'm having the same issue. I just signed up for this feature. But it's greyed out and won't let me use it. What's the point of paying for something that doesn't work. Has someone figured out how to get it ungreyed ?

[thejanebradbury]

Had the video finished uploading? How large is the video? And have you done the usual clearing out of cookies/chache because honestly, that fixes a myriad of niggles! I do mine every couple of days and it really does keep issues to a minimum. 

One other thing, it might be that the service as a whole was experiencing an issue at the time you were working which has since been resolved. It is often worth quickly checking https://status.adobe.com/ to see if there's anything going on. 

[hkdee]

Yes, the video finished uploading. It is a 30 sec video. Trying clearing cookies and cache still not working

[thejanebradbury]

And just to be clear, you have been able to do this until today? Have you tried a different video in a new project, to see if that works?

[hkdee]

Ye it worked fine for last 3 months & approximately 25-30 videos of 30-40 sec duration. Also tried a different video but didn't work

[Glenn 8675309]

How long on the videos people are having problems with?  Telling me "it worked in the past" doesn't answer my question.

[Amy36825772ntpm]

I'm currently attempting to remove the background of an 8 second clip. The original video is appx 15 seconds. I don't know the exact date of when it stopped working. I've used this feature in the past with videos as long as 45 seconds without issue. It would probably fall within the time span of a month since I used it last. I can assure you that it a) it did work then and b) now does not work. AE has had plenty of bugs since I've been using it (about 6 months) and it's stability is questionable at times. It's reasonable for myself, and others commenting on this issue, to expect any bug to be addressed in an efficient manner. 

[Amy36825772ntpm]

Just a quick correction. The clip size I'm currently working with is 0.8 second clip, 696kb.

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community">

[David Baxter]

Hi @hkdee 

Does the same issue occur if you create a duplicate of the file with the issue?
Would it be possible to share a duplicate of a file with the issue here so we can attempt to recreate the issue from our side?

Thanks,
Dave 

[sander_9239]

When I want to remove the background of an uploaded mp4 file, the remove background button is greyed out. A couple of days ago it was working!

I'm paying for this service and I really need this feature.

[dangerous_0493]

I cannot remove the background from tiktok videos anymore. Was this feature removed by Adobe?

[Abhi.G @ ADBE]

Hi,

We've deployed a fix for this issue. Could you please try now? Be sure to reload your browser tab if you already have Express open (for mobile, restart the app).

Also note that it is expected that the Remove background button will be temporarily disabled while the video is uploading/processing. The fix addresses the case where the button would remain disabled indefinitely.

Abhi G

[dangerous_0493]

It's working now thanks.

[sander_9239]

It is working now! Thank you.

[chaimaa.7]

Hi @sander_9239, we are here to help.

Had the video finished uploading? How large is the video? And have you done the usual clearing out of cookies/cache?  

Please let us know if that helps, if not, can you provide more details about the issue so we can investigate more and help you?

Thanks^CA.

[Highness]

Hello, for some reason starting today, I'm no longer able to the remove background of videos.  I was able to do so yesterday, but now it's no longer an option on any browser (I've tried 3 different browsers all updated).  However, it is the advertised Feature of Premium Membership.  Please let us know if you're removing the Features that we are paying for.  Thank you

[Andrew_ __~-€=====8]

Having same issue on the app as well. This is incredibly annoying. Zero communication...

please tell us either way so we can unsubscribe 

[thejanebradbury]

Hello @Highness and @Andrew_ __~-€=====8 I can't reproduce the problem in either Chrome and Windows app this morning. Both show the Remove background when a video is selected. Do you see the option, or is it that the option is greyed out, or is it not working when you click to use it?

[Highness]

Not an option for me...  I hope they're able to fix it.  @thejanebradbury 

[aaaandrewdna]

still not working.

[Marius_Bsch]

Same here. Not working no matter what I try. Video won't even upload anymore, no matter how small the file size.

[David__B]

Thanks for testing in different browsers. I tested and wasn't able to reproduce the issue either.
Does working in incognito mode in Chrome make any difference? 

https://support.google.com/chrome/answer/95464

[Devin Lester]

I am now having the same problem described. Video (12 seconds, 2000px approx) uploads and processes. Remove background icon becomes available. Once clicked its processes endlessly and doesnt produce a removed background. 

This is happening on the website and ios mobile app.