Unsupported video

[allyson_6744]

I have a video that I am trying to remove the background from, but I keep getting the error "Remove background is supported for video under 2 minutes. Please try again with a different media." but it's not 2 minutes long. I am on a desktop and have signed out and back in, and cleared cache, etc. Suggestions?

[Amitej S]

Hi @allyson_6744, welcome to the Adobe Express community!

Could you please let us know the format of the video you’re trying to upload? Also, have you tested with other videos to see if the same error occurs? If you try uploading the same video from a mobile device, does it work there?

If possible, could you share the video with us so we can check it on our end?

Your observations will help us assist you better.

Thanks!

[allyson_6744]

It is an MP4 file, the same as all others I have uploaded with no issues. The video is on an sd card, not my phone. I can't share the video as I am a teacher and it has a student on it. 

[allyson_6744]

I also tried shortening it to a minute to see if timing is the actual issue, but I get the same error. 

[Tarun Saini]

Thanks for your response @allyson_6744,

Please try moving the video from your SD card to your phone’s internal storage and then upload it again; it could be an issue accessing files directly from SD cards.

Regards,

Tarun

[allyson_6744]

Except all of the videos I upload are from the SD card, so that can't be the issue. 

[Tarun Saini]

Thanks for your response @allyson_6744,

Were you able to upload this video before, or is this the first time? Did you try using the other suggested browsers (Safari, Microsoft Edge, and Google Chrome) or incognito mode to see if it makes a difference? 

Also, try clearing the browser's cache and cookies, and restarting the browser and try again. For more information on how to clear cache and cookies check this link- https://adobe.ly/4a5ipUF and how to use incognito mode- https://adobe.ly/4a2UzZV 

If that doesn't help, I'd recommend reaching out to and working with our support directly as a next step. They can be reached here: https://adobe.ly/46nAe1h 

Regards,

Tarun

[allyson_6744]

Uploading the video is not the issue, and I have cleared the cache and cookies, as well as signed out and back in. Per my initial request: 

I have a video that I am trying to remove the background from, but I keep getting the error "Remove background is supported for video under 2 minutes. Please try again with a different media." but it's not 2 minutes long.

[Tarun Saini]

Thanks @allyson_6744,

I understand you’ve already mentioned that you can’t share the video, but without having access to it, we won’t be able to investigate further. If there’s any way you could share it with us privately, that would be really helpful.

Also, I'll try to check internally. Can you share your Adobe ID with me via private message?

Regards,

Tarun

[allyson_6744]

I messaged my ID

[Tarun Saini]

Thank you. I'll keep you updated once I hear back from the team.

Regards.

Tarun