Animate crashes everytime I try to import a mp4 video

[Rin269714879dyn]

I have attempted every method I have looked online for, but none of them have seemed to work. I tried uninstalling and reinstalling, downgrading to an earlier version, and cutting up the video into smaller chunks, but it always goes white screen. This itself is only 45 seconds, so I know it is not the length. 

[kglad]

all mo4's or just a particular one?

[Rin269714879dyn]

This is all mp4's, I tested a few others and they do the same.

[kglad]

reset your animate preferences 

[Rin269714879dyn]

I just tried that and it didn't seem to work either.

[kglad]

did you see a preference actually be reset?  

if yes, i don't know anything else you can do other than a clean reinstall:

uninstall animate, including preferences, per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

[Rin269714879dyn]

Yeah, that's what I did and it's the same. Thank you for trying though.

[kglad]

when you installed animate, ame was installed too, correct?

[Rin269714879dyn]

Yeah, Media encoder was installed too.

[kglad]

did you see your preferences were actually reset?

[Rin269714879dyn]

Yeah, I did again just to make sure and it still stops responding when I import.

[kglad]

you saw, eg a keyboard shortcut was reset

[Rin269714879dyn]

Oh, yeah I checked and all my shortcuts were reset.

[kglad]

thank you for that info.

contact adobe support via chat so they can check your computer.  there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

[Rin269714879dyn]

Alright, I'll be sure to contact them. Thank you for your help and patience.

[kglad]

keep us updated, if you have time.

[Rin269714879dyn]

Quick update: I chatted with an agent for a few hours and he couldn't really seem to get what was going on either, so he mailed my problems to a different team which I'll chat with tommorow. 

[kglad]

thanks for the update.  (and hoping this gets fixed...)