stuck at "gathering data"

[Jason31905849elyt]

To finalize my movie I hit "download." But then it gets stuck at "20% Gathering Data." How can I get past this. I want to be done with it.

[Tarun Saini]

Hi Jason,

We're sorry to hear about your experience. Please let us know which browser you are using. Is it happening with all formats or just with video? Have you tried using the other suggested browsers (Safari, Microsoft Edge, and Google Chrome) to see if it makes a difference?

Such problems can also be fixed by clearing the browser's cache and cookies. Please check this link for more info on how to clear cache and cookies from the browser: https://support.google.com/accounts/answer/32050

Let us know if that helps.

Regards,

Tarun

[toddh57132253]

I'm having the same issue. I've tried Windows 10 and 11, Edge and Chrome. Two different computers.

[Abhi.G @ ADBE]

Hi @toddh57132253 

I've sent you a DM for follow up.

Abhi G

[Ritchie2879]

January 2024

I am having the same issue. The browser doesn't seem to matter. I tried to clear my cache and cookies in Edge. My video still won't get past the Gathering Data stage.

[Ritchie2879]

I spent over a month putting this video together. I don't want to have to recreate the video in another Adobe program at this point. I won't meet my deadline.

[toddh57132253]

There is an undocumented picture limit in the program. I believe they told me 200. I split my project into two separate projects, each under 200 pictures, they rendered fine. Then I combined those two videos into one video.

[Ritchie2879]

How do I split the video into parts without having to recreate any of it?

[toddh57132253]

I duplicated the main project. Split the first copy and deleted the 2nd half of it. Split the 2nd copy and deleted the first half. Rendered each half as separate projects. Then brought the two new videos together in a project and combined them into one.

[Ritchie2879]

Thank you. I am going to try that.

[toddh57132253]

I hope it works for you! I understand the stress you're feeling right now.

[Ritchie2879]

It is working. I am cutting the video up into separate files. Hopefully when I combine them, the video will download.

[Lyn_D]

Hi @Jason31905849elyt and @Ritchie2879,

Thank you for your patience.

I am following up on this as our engineering team worked on fixing this bug some time ago and wanted to know if it's working for you now!

Please let me know if this is resolved for you, too, as I'm here to help and to get you back on track. 🙂

I'm looking forward to hearing from you.

^Lyn

[bigaband]

I'm having the exact same problem....

[Nathan295206338h72]

I'm having the same issue so it is not yet resolved. I'm going to try what they suggest: splitting the one project into multiple and then merging them, but it's an unfortunate and time-consuming additional step to simply download the file.

[Tarun Saini]

Hi @Nathan295206338h72,

We're sorry to hear about the issue you're seeing. Could you please share your files with us via private message so we can investigate further?

Regards,

Tarun

[Kyle3718325852zh]

Hi, I am having this same problem.  I really don't want to have to separate into separate projects.  I've sunk over two months into this to create a meaningful slide show honoring the life of a pet we recently lost and it's really important to me to please get this fixed.  Can someone from Adobe please contact me at danismarandis @ gmail . com and help me please.  Thank you.

[Tarun Saini]

Hi 

@Kyle3718325852zh

,

We're sorry to hear about that. Could you please share the project URL with us here or through a private message?

We're here to help, just need some info.

Regards,

Tarun

[RSuleri]

https://new.express.adobe.com/id/urn:aaid:sc:EU:7626054b-58bf-5424-950e-07148d556fe0?category=search

[David__B]

Hi @RSuleri

Thank you for sharing the product URL. Just to confirm, can you not download your project because it is stuck on the gathering data screen?

Thanks,
Dave