Inspiring

Question

Bridge is not displaying thumbnails for Samsung S23 Ultra.

Forum|Forum|2 years ago
April 25, 2023
3 replies
4753 views

Bridge is not displaying thumbnails for Samsung S23 Ultra MP4 files.

I am at a total loss. Because of this, I have to manually rename my clips in Windows. That takes hours. The files do show in Premiere Pro. Very puzzling and indeed annoying.

Problem or error

A

alexander_ignatov

Participant

Hi all, after I bought my Samsung Galaxy S23 Ultra a year ago, I noticed the missing thumbnails, but I didn't give it much thought at the time. Recently I uploaded all of my stuff to my PC and external drive and once again I noticed that the videos made with my new phone don't have thumbnails anywhere, so I started searching on the web for a solution. Long story short:

- The problem is not Adobe.
- The problem comes from Samsung deciding to change the default format for video capturing from AVC (H.264) to HEVC (H.265) without notifying the users. H.265 has some pros like better quality and better compression, but the downside is it is still not fully supported by some softwares and even operating systems like Windows. So the lacking thumbnails come from the format with wich your phone captures the videos, no from the software you're looking them at.

Fortunately Samsung still gives us the option to change the format:
Settings > Apps > Camera > Camera Settings > (Videos) Advanced video options > (Video format) H.264 (most compatible)

Hope I helped. 🙂

Rahul Saraogi

Community Manager

Hello,

Thank you for reaching out to us.

Could you please share the following information with us to better investigate the issue?

1. Are you facing this issue for other video file formats?

2. Bridge and OS version?
3. If you can, could you please share some sample files with sharewithbr@adobe.com

Also, could you please follow the steps which @Ranjisha Sengupta has mentioned earlier and update if that resolves the issue for you?

We might reach out to you for further information.

Thanks,

Bridge Team

RoyhesseyAuthor

Inspiring

Thank you Rahul,

Yes I am facing this issue with video I took on a DJI Air 2s

and video taken with a Samsung S23 Ultra smartphone

all other formats view properly on Bridge.

Version 13.0.3.693

I have sent you an email with 2 files as you requested.

I have tried these files using Bridge on my laptop and still cannot see the previews.

I would appreciate any help.

Kind regards

L

Lumigraphics

Legend

Hello Rahul,

It is now 18 months and no resolution.

I have just purchased a new Windows computer and the problem still persists. Same on my laptop.

Do you have any news?

There are a number of different video codecs and Bridge (and Windows) does not support them all. You may need to change the settings on your phone or convert the files with an app like Handbrake to make them compatible.

Ranjisha Sengupta

Legend

Hi @Royhessey

Thanks for reaching out.

Which version of the application are you using? Since when are you seeing this issue?

Please go to View > Refresh and see if that solves the problem.

If that does not help, reset Bridge Preferences (reinstalling Bridge does not automatically wipe and reset Prefs.)

To reset Preferences:

Start Adobe Bridge and press Ctrl+Alt+Shift (Windows) or Command+Option+Shift (Mac OS) until the Reset Settings dialog box appears. Select all three options--Reset Preferences, Reset Standard Workspaces, and Purge Entire Thumbnail Cache--and click OK.

Let us know how it goes.

Best,

Ranjisha

RoyhesseyAuthor

Inspiring

Thank you Ranjisha. Version 13.0.3.693

I started Bridge and pressed CTRL ALT SHIFT (Windows) and the dialogue box did not come up.

I tried this many times.

Again many thanks, but the problem persists.

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