Timeline and stage shows empty when there are elements present

[zoel99055255]

Animate has recently started failing to import some H.264 videos as well as photos, and it won't even display a rectangle when drawn on the stage until selected and moved. When I import the videos to use as a guide for creating an animation over the top it sometimes doesn't bring in the file but sits there as if it's finished. Soemtimes it imports the video file but the layers still show as blank. With regards to the images not importing, it was happily pasting images from my clipboard up until yesterday afternoon when it just stopped all together and now won't paste anything from my clipboard.

The layers appear emtpy the whole time, even when there is something on the stage. 

No layers are turned off, not settings have been changed. I'm using the latest version, I've uninstalled the entire CC and run the CC cleaner tool and reinstalled but to no avail.

The first image I've attached is of a blue rectangle I drew on the stage. Not visible until I dragged it and now most of it is missing, and the layer is still showing as empty.

The second image is of a green rectangle I drew on the stage, somehow part of it is grey, most of it is missing and the layer is showing as empty again. (The lock and show/hide layer icons are greyed because my cursor was over them at the time, they are not turned on.) I'm at a loss!

Please help!

[kglad]

assign something custom (eg, shortcut), if nothing is custom now

reset all preferences (see page bottom), https://helpx.adobe.com/animate/using/set-preferences.html

confirm your custom setting was reset.

test.

if that fails to solve the problems, uninstall animate including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

restart your computer

suspend av

reinstall animate

test

[zoel99055255]

@kglad I have uninstalled Animate already, with all preferences, and restarted but to no avail.

What do you mean by suspend av?

[kglad]

av = antivirus.

if you followed all the steps IN THE SUGGESTED ORDER and that fails, what's your os version?

[zoel99055255]

Windows 10 Enterprise

Intel(R) Core(TM) i7-10750H CPU @ 2.60GHz 2.59 GHz

32.0 GB RAM

[kglad]

that's probably not compatible, but maybe adobe support can confirm or help.

using a browser that allows popups and cookies, contact adobe support by clicking 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

[zoel99055255]

It has worked for the entire 8 months I've owned it, up until yesterday when it just stopped importing things and having display errors...

[kglad]

contact support so they can check your os version etc

[zoel99055255]

Thank you I am talking with someone now. 

Thanks for your help!

[kglad]

you're welcome.

[zoel99055255 · Accepted solution]

Problem resolved through Adobe help centre. There seems to be a conflict within Animate and the video's settings that was causing Animate to corrupt. When we tested it in a previous version of Animate it actually crashed rather than corrupted which was helpful. Using a re-encoded video, I am able to work as per usual 🙂