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AE 24.1.0 Error Importing GLB files

Community Beginner ,
Feb 21, 2024 Feb 21, 2024

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I teach a High School Animation course and I gave an assignment to use the new 3D features in AE, but when the students drag a GLB file into the project they get an error that AE cannot import the file. I work on the exact same PC specs as the students and the import has worked as expected from day one of public release and the issue cannot be replicated.

 


System info:
    Application: After Effects v24.1.0.78
    OS: Windows v10.0.19045, RAM: 15.94 GB GB, CPUs (logical): 16

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Import and export

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correct answers 2 Pinned Replies

Adobe Employee , Feb 21, 2024 Feb 21, 2024

Hi @Marc5FF8

 

That sounds frustrating. A few questions: 

  • Are the student versions of AE running in AE Administrator mode? 
  • Are they for sure on the same version of AE as you are? If they are in 24.0, then the import will not work. 
  • Have y'all tried multiple files? 
  • Can you download the After Effects Beta app from the Creative Cloud Desktop App onto one of these machines and try it there? The Beta app is a separate app than release so it won't mess with your current install of AE. 
  • Can you pl
...
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Adobe Employee , Mar 08, 2024 Mar 08, 2024

Users are experiencing errors and auto-app close when importing glb files from Cloud-based accounts like Google Drive, OneDrive, and Dropbox. 

The current workaround is to either move files to a local drive or to run AE in Admin mode. 

We are currently investigating. 

Status Investigating

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Adobe Employee ,
Feb 21, 2024 Feb 21, 2024

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Hi @Marc5FF8

 

That sounds frustrating. A few questions: 

  • Are the student versions of AE running in AE Administrator mode? 
  • Are they for sure on the same version of AE as you are? If they are in 24.0, then the import will not work. 
  • Have y'all tried multiple files? 
  • Can you download the After Effects Beta app from the Creative Cloud Desktop App onto one of these machines and try it there? The Beta app is a separate app than release so it won't mess with your current install of AE. 
  • Can you please share the file or files that won't import? Feel free to DM me. 
  • Can you please share the GPU info: i.e.
    • What kind of GPU?
    • What Driver version are you using?
    • If you open up Device Manager, do you have an integrated GPU in addition to another GPU?


I hope we can get you back on track,

Dacia

- Dacia Saenz, AE Engineering Team
- Dacia Saenz, AE Engineering Team
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Community Beginner ,
Feb 22, 2024 Feb 22, 2024

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That sounds frustrating. A few questions: 

  • Are the student versions of AE running in AE Administrator mode? 

                        No, students are not set as admin accounts on the netwrok.

  • Are they for sure on the same version of AE as you are? If they are in 24.0, then the import will not work. 

                        Yes, verified and even uninstall/reinstall of AE to make sure they had the latest version

  • Have y'all tried multiple files? 

                        Yes, I gave them three GLB files to choose from.

  • Can you download the After Effects Beta app from the Creative Cloud Desktop App onto one of these machines and try it there? The Beta app is a separate app than release so it won't mess with your current install of AE. 

                        I will try this today, but I did uninstall/re-install several times.

  • Can you please share the file or files that won't import? Feel free to DM me. 
  • Can you please share the GPU info: i.e.
  • What kind of GPU?

                       GeForce 1660ti (low end I know but it does work ok for me)

  • What Driver version are you using?

                       551.52

  • If you open up Device Manager, do you have an integrated GPU in addition to another GPU?

                       No Integrated GPU's

 

I was testing this morning, and I was able to import GLB files when I log in, but not when they do although I am not sure that is consistent without further testing.

 

Is the import and use of GLB/GLTF files in AE dependant upon having admin priviledges assigned to the user's Windows User Account?

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Adobe Employee ,
Feb 22, 2024 Feb 22, 2024

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Awesome thanks for your quick response. 

We recently had a similar report where a user was not able to access the 3D tools because his account was not set to Admin. 

As soon as they switched his account to Admin, he was unblocked from the workflow. 

Is there any way you can change one of the student computers to let AE run in Administrator mode and see if that resolves your issue? 
There may be a bug here where some of the 3D processes require read / write access to the disk that restricted accounts cannot accomplish. 

 

Thanks,

 

- Dacia Saenz, AE Engineering Team

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Community Beginner ,
Feb 22, 2024 Feb 22, 2024

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I am investigating the User Account possibility with our Tech department. If it is a folder that requires special permissions, do we know what folder that might be and can I simply modify permissions to said folder?

 

Also I am attaching a screenshot of the import error even though it appears to be a generic import failure.

 

AE Error.jpg

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Community Beginner ,
Feb 22, 2024 Feb 22, 2024

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It appears as if it is a GoogleDrive/Windows/AE permissions issue. My students are required to work from GoogleDrive, but they will have to use only local 3D files for this to work. When I move the file from GoogleDrive to a local drive location, the import works as expected.

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Adobe Employee ,
Feb 22, 2024 Feb 22, 2024

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Everything works on a restricted account as long as they are working locally??? 
Dios Mio! 

 

This issue continues to create more tangles. 

Ok... so was there a permission issue with Google Drive in general on the computers or specifically with After Effects? 

 

I can't answer the question about the read / write folder just yet. Devs are investigating. It would be something deep in the rendering pipeline though and needs to be changed on our end for sure. 

Thank you for sharing the screenshot though. That is helpful. I hate to take up more of your time, but if you could just help me understand your students set up a little more re: Google Drive and AE, I would greatly appreciate it. 

Por ejemplo, the glbs are in a folder on Google Drive but how are they trying to import it into AE? Drag and Drop from the Browser? (that doesn't work for me) or do they have the Google Drive app on their computer that syncs their files from the browser to the machine? 



Thanks so much,

Dacia

- Dacia Saenz, AE Engineering Team

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Community Beginner ,
Feb 22, 2024 Feb 22, 2024

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Tangled indeed lol

 

At the moment it appears as if the import issue is related to how our network priviledges work with both the GoogleDrive app and the AE 3D pipeline specifically. Every other file type imports as expected even if it lives in GoogleDrive.

 

So my basic setup is that I create a shared folder in GoogleDrive for each student. They are given files in that folder when needed. This way the files travel with them in the cloud and both myself and the student retain access to their location. On the in-class PC's we run the GoogleDrive app so that cloud files are synced to the local machine.

 

The GoogleDrive app works as expected for all other Adobe Applications as well...it seems to be only the 3D pipeline that causes issues with local users that DO NOT have admin rights on the network.

 

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Adobe Employee ,
Feb 23, 2024 Feb 23, 2024

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@Marc5FF8 You are my hero, sir! 

I really appreciate your time and all of the info you gathered for us. I'm working on mirroring a similar set-up on my end today and hope to hit the issue. Extra Bonus Points for confirming that other files import with a hitch! 

I'll tag back in as soon as I get some more intel. In the meantime, I'm thrilled y'all are unblocked. 
I'd also like to reach out to you privately and see if you would be open to sharing some feedback about your students experience. 

 

Thanks again, 

- Dacia Saenz, AE Engineering Team

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Community Beginner ,
Feb 23, 2024 Feb 23, 2024

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I will know within the hour if using the GLB files from the local drive solves the issue for all of the students. It would be great if we could eventually get to the root cause, rather than a work around.I would be happy to chat and share my thoughts!

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Community Beginner ,
Feb 23, 2024 Feb 23, 2024

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Confirmed. The GLB files import perfectly when importing from a local drive location by a non-administrator user. However, when the file lives in Google Drive (via the GoogleDrive App), a non-administrator user account cannot import GLB files into AE.

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Adobe Employee ,
Mar 08, 2024 Mar 08, 2024

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LATEST

Users are experiencing errors and auto-app close when importing glb files from Cloud-based accounts like Google Drive, OneDrive, and Dropbox. 

The current workaround is to either move files to a local drive or to run AE in Admin mode. 

We are currently investigating. 

- Dacia Saenz, AE Engineering Team
Status Investigating

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