Animation character problem unable to create

[Tumusiime_Maxwell1935]

Hello adobe I have been unable to create animation characters with my voice it keeps telling me internal server error for 2days now can I be assisted please 

[Tarun Saini]

Hi 

@Tumusiime_Maxwell1935

,

Thanks for reaching out! We're sorry to hear about this. Could you please let us know the make and model of your device? Have you tried reinstalling the app and restarting the device to check if that helps?

Regards,

Tarun

[Tumusiime_Maxwell1935]

It's a Samsung A15 and all it's soft ware is updated but I have tried
restating it nothing

[Tumusiime_Maxwell1935]

It's a Samsung A15

[animal_4242]

I'm having the same issues with the animation. It loads for long and then says "Timeout error loading quick action. Try again later" whats wrong pls.

[David__B]

Hi @Tumusiime_Maxwell1935 a 

and @animal_4242

I've reported the issue to our developers

Thanks,
Dave

[Emily31685603gyf1]

Hi @Tumusiime_Maxwell1935! I am on the Adobe developer team. I'm sorry that you are having this issue. A few questions for you:
a) are you accessing the feature using the mobile app or mobile web browser?
b) are you recording your voice or uploading a file to create the animation?

I see some logs that could match with yours which mention an "unsupported media type", so I am trying to understand if that could be related. Additionally, it would help to have the email address associated with the account you are using - feel free to private message that to me if you prefer. 

[Tumusiime_Maxwell1935]

Mobile app and I have tried both recording and browsing nothing is going through 

[zekwekwe_5231]

I'm using the web browser interface plus I'm uploading voice over file from my laptop.

[Tumusiime_Maxwell1935]

It's been days if it's not back and running am cancelling my subscription coz it's useless if I can't make wat I want

[Emily31685603gyf1]

@Tumusiime_Maxwell1935 I'm sorry this is so frustrating! I am scouring your logs and I see a few different types of failures, which makes it hard for me to exactly diagnose what is going on. If you could try the following steps, that would help:
- log out and back into the app 
- take a screen recording of your use of Animate Characters

- include the screen recording in your next reply

If that is impossible, if you could at least confirm what the failure looks like for you (is it still the INTERNAL_SERVER_ERROR in your original screenshot, or is it failing in some different way?). Thanks!

[sans_4063]

Sorry i'm from México and i'm going through the same problem, this is the error that pops up when i try

 

 

[Emily31685603gyf1]

@sans_4063 Can you please direct message me the email address associated with your Adobe account so that I can find your corresponding logs? Thank you!

[Emily31685603gyf1]

Thanks @Tumusiime_Maxwell1935 and @sans_4063. Your reports helped point us towards the source of the problem, and while we now see the area where it's happening, we need a bit more time to figure out the right fix. We are prioritizing this problem and will report back when we have a solution. Thank you!