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ANNOUNCEMENT
Avoid Phishing: 3 Easy Ways to Identify Adobe Staff
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Unable to import MP4 (H.264) files after updating to After Effects 17.0.5
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After Effects 17.0.5 is now live!
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Adobe Enables e-Learning for Schools Impacted by COVID-19
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shivangi_gupta | Adobe Employee , Apr 07, 2020

We have received several reports where some individuals in the community are posing as Adobe Employees. These individuals are falsely representing who they are to gain your trust, and possibly access to your computer or personal information by offering to help troubleshoot issues.

 

Here are 3 Easy ways you can identify Adobe Staff:

➊ All Adobe Staff have a RED ADOBE BADGE below their profile picture and an Adobe logo after their username. This staff badge is visible on Adobe Staff profile pages, original posts and reply threads. 

 

➋ Genuine Adobe emails are always __________@adobe.com

 

➌ Adobe Staff will never ask you to share your passwords or sensitive information in the Adobe Community. Adobe employees will always direct you to communicate through an official Adobe channel to set up support sessions.

 

Report abuse or suspicious behavior to: phishing@adobe.com

 

Phishing Infographic_Easy ways to identify Adobe Staff.jpg

RameezKhan | Adobe Employee , Mar 23, 2020

After updating to After Effects 17.0.5, some users have reported that After Effects is unable to import H.264 and H.265 files.

It looks like there is some confusion around this issue and I'd like to provide more clarification:

  • H.264 and H.265 import support haven't been removed. This is a bug and we're working on it.
  • For now, I'd recommend that you reinstall After Effects 17.0.4 (steps provided below).
  • If you don't want to reinstall After Effects 17.0.4, you can transcode the files using Adobe Media Encoder into a different format.

 

In order to help our teams fix this quickly, we need your help. Please provide the following information so that I can take it to the engineering teams.

  • What version of Premiere Pro are you currently using, the one which does import footage?
  • What version of After Effects were you using before you updated to 17.0.5?
  • Where do you store your footage? On a networked drive like a NAS or locally?
  • Would you be able to share your System Information file and some sample media files with us? If so, please follow these steps to obtain the System Information file:

 

macOS:
Follow the steps given in this article: https://support.apple.com/en-in/HT203001


Windows:
1. Hold the Windows key and press R to open the Run window
2. Type msinfo32 and click OK
3. From the System Information window, go to File > Save
4. Save the file as .NFO

 

After collecting the System Information file, upload it to a cloud sharing service like Google Drive, Dropbox or Adobe Creative Cloud Files and share the URL in the comments below.

 

Here is how you can reinstall After Effects 17.0.4.

 

Reinstalling After Effects 17.0.4 from the CC desktop appReinstalling After Effects 17.0.4 from the CC desktop app

 

Original community discussion: https://community.adobe.com/t5/after-effects/can-t-import-videos-after-updating-to-17-0-5-build-16/td-p/10990351?page=2

 

Thank you for your patience and cooperation.

Rameez Khan

Community Manager and Social Support Strategist, After Effects

RameezKhan | Adobe Employee , Mar 16, 2020

After Effects 17.0.5 is now available for download from the Creative Cloud desktop application. It's a bug-fix update and is recommended for all users. For more details, visit the fixed issues page.

dave_m_k | Adobe Employee , Mar 12, 2020

UPDATE (March 19)

 

Thanks for your patience. We've been busy processing your requests.

We've started notifying schools who are eligible and have been provisioned successfully. We're hoping to complete the current set of requests soon.

We'll update this post soon. However, we also received many requests, where the information provided was duplicate, incomplete, or incorrect; it's taking us a bit longer to go through such requests.

 

We really appreciate your patience, please bear with us as we work through all the requests.

-----------------------------------------

With rising health concerns, many schools are moving to online learning. We’re giving our global K-12 and higher ed institutional customers the ability to request “at-home” access for students & faculty. Learn more: https://theblog.adobe.com/adobe-enables-distance-learning-globally-schools-impacted-covid-19/

Adobe Employee , Apr 07, 2020

We have received several reports where some individuals in the community are posing as Adobe Employees. These individuals are falsely representing who they are to gain your trust, and possibly access to your computer or personal information by offering to help troubleshoot issues.

 

Here are 3 Easy ways you can identify Adobe Staff:

➊ All Adobe Staff have a RED ADOBE BADGE below their profile picture and an Adobe logo after their username. This staff badge is visible on Adobe Staff profile pages, original posts and reply threads. 

 

➋ Genuine Adobe emails are always __________@adobe.com

 

➌ Adobe Staff will never ask you to share your passwords or sensitive information in the Adobe Community. Adobe employees will always direct you to communicate through an official Adobe channel to set up support sessions.

 

Report abuse or suspicious behavior to: phishing@adobe.com

 

Phishing Infographic_Easy ways to identify Adobe Staff.jpg

Adobe Employee , Mar 23, 2020

After updating to After Effects 17.0.5, some users have reported that After Effects is unable to import H.264 and H.265 files.

It looks like there is some confusion around this issue and I'd like to provide more clarification:

  • H.264 and H.265 import support haven't been removed. This is a bug and we're working on it.
  • For now, I'd recommend that you reinstall After Effects 17.0.4 (steps provided below).
  • If you don't want to reinstall After Effects 17.0.4, you can transcode the files using Adobe Media Encoder into a different format.

 

In order to help our teams fix this quickly, we need your help. Please provide the following information so that I can take it to the engineering teams.

  • What version of Premiere Pro are you currently using, the one which does import footage?
  • What version of After Effects were you using before you updated to 17.0.5?
  • Where do you store your footage? On a networked drive like a NAS or locally?
  • Would you be able to share your System Information file and some sample media files with us? If so, please follow these steps to obtain the System Information file:

 

macOS:
Follow the steps given in this article: https://support.apple.com/en-in/HT203001


Windows:
1. Hold the Windows key and press R to open the Run window
2. Type msinfo32 and click OK
3. From the System Information window, go to File > Save
4. Save the file as .NFO

 

After collecting the System Information file, upload it to a cloud sharing service like Google Drive, Dropbox or Adobe Creative Cloud Files and share the URL in the comments below.

 

Here is how you can reinstall After Effects 17.0.4.

 

Reinstalling After Effects 17.0.4 from the CC desktop appReinstalling After Effects 17.0.4 from the CC desktop app

 

Original community discussion: https://community.adobe.com/t5/after-effects/can-t-import-videos-after-updating-to-17-0-5-build-16/td-p/10990351?page=2

 

Thank you for your patience and cooperation.

Rameez Khan

Community Manager and Social Support Strategist, After Effects

Adobe Employee , Mar 16, 2020

After Effects 17.0.5 is now available for download from the Creative Cloud desktop application. It's a bug-fix update and is recommended for all users. For more details, visit the fixed issues page.

Adobe Employee , Mar 12, 2020

UPDATE (March 19)

 

Thanks for your patience. We've been busy processing your requests.

We've started notifying schools who are eligible and have been provisioned successfully. We're hoping to complete the current set of requests soon.

We'll update this post soon. However, we also received many requests, where the information provided was duplicate, incomplete, or incorrect; it's taking us a bit longer to go through such requests.

 

We really appreciate your patience, please bear with us as we work through all the requests.

-----------------------------------------

With rising health concerns, many schools are moving to online learning. We’re giving our global K-12 and higher ed institutional customers the ability to request “at-home” access for students & faculty. Learn more: https://theblog.adobe.com/adobe-enables-distance-learning-globally-schools-impacted-covid-19/