Frame.io in after effects on creative cloud included plan. "unsupported account"

[lorilinstruth]

I'm trying to use Frame.io in the panel in AE, but end up going around in circles. When I click to log in with my adobe ID, it seem like I can log in, but then I get a message saying something about "unsupported account" and there's a button to click to go to a "v4 comments panel." I click that button and nothing happens. WTF? 

It does seem that I'm logged in though, I can click to see my account info and can start to create a new project, but when I try to confirm the new project, the dialog box just doesn't close and no project is created. Am I doing something wrong, or is this frame.io panel just broken?

[nishu_kush]

I reached out to the After Effects product team. The After Effects panel is designed to work only with Frame V3 projects. It could be that you have a mix of Frame V3 and V4 projects. Try this: Click the icon in the upper left of the panel, and then browse to accounts by clicking on the chevron next to the name of the account. Select one of the accounts that's not under the Unsupported accounts. Check out the screenshot for reference.

Let us know how it goes.

Thanks,
Nishu

[lorilinstruth]

Thanks so much for this! I have never actually used frame.io before, so I don't have any projects yet at all. I just logged in with my adobe ID.  If I look at my account info in the frame IO window, it does say it's a "v4" account. Can I make a v3 account?

[nishu_kush]

I couldn't find anything on that either. You might need to contact Frame io for help on this. 

Let us know how it goes.

Thanks,
Nishu

[lorilinstruth]

This seems a bit odd to me, since Frame.io is supposedly included in my Creative Cloud subscription. You would think that it would be possible to just log in with my Adobe ID and use the service, especially since it's a new account and I don't have any previous projects, v3 or v4. I literally can't use the service at all.

[tonyr90017502]

This is INSANE! I upgraded to v4, which works in Premiere Pro, but now the move is permanent which means I can no longer use frame.io in After Effects. I'll either have to keep a browser open and keep cross-referencing the time codes, or "fake" it by copying timecode into AE, adding markers and copy+pasting the feedback so I can see it in the app while I'm working. Adobe owns frame.io, why can't they figure out the integration and get v4 working with AE?

[lorilinstruth]

Hi tonyr90017502, do you know if it's still possible to create a V3 account for Frame.io? I was on the website and couldn't find a way to do it. 

[Emmanuel226229222me1]

this is what they replied (which I find absolutely unacceptable) Hi Emmanuel, thanks for reaching out, happy to help!

After Effect is not supported in V4 accounts. I'd definitely submit it as a Feature Request!

You can do this by clicking the lightbulb icon in the lower left and selecting "Submit a Feature Request". Our Product Team loves to hear what our users would like to see in Frame.io in the future.

[nishu_kush]

That's not what I'd like to hear. Sorry about that. I'll let the devs know about it. Also, you can create a feature request here so that others can vote.

Thanks,
Nishu

[real_5081]

Why don't Adobe teams communicate BEFORE rolling out changes? From a user point of view it literally feels like you guys are trying to throw a spanner in the works and we just want things to run smoothly so we can do our jobs. It wasn't broken before, so I shouldn't have to keep wasting time googling how to fix the thing Adobe changed for no reason. I simply don't understand the thinking

[real_5081]

That's just pathetic. I'd love to know who is in charge of this mess

[real_5081]

Surely you get all your ducks in a row and make sure it works fully across your apps before pushing users to upgrade? Upgrades should improve the user experience.  

When will frame V4 work properly with AE?

[nishu_kush]

Hi all,

We've filed a ticket so that the product team can look into it.

Changing thread status to Investigating.

Thanks,

Nishu

[nishu_kush]

Hi there,

The product team is looking into it. I am merging your post with the main thread.

Thanks,
Nishu