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.
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.
Thank you Ranjisha. Version 126.96.36.1993
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.
Adobe bridge 14 and 13 won't preview or play *mp4 videos taken with my Samsung Galaxy s23. It used to work and then it stopped working. It only can play several years older *mp4 files probably using different codec. See the screenshot.
- repeatedly reinstalling the bridge and installing bridge 13
- uninstalling all adobe apps from creative cloud and fresh installing bridge
- totally inept adobe tech support who would remotely desktop into my computer and just reinstalling it all over again and change permission for the apps. Totally useless.
It seems to be related to this issue:
but I can't use the workaround because I can't get the 2015 adobe premiere.
I would love to hear from real adobe tech support.
Adobe emailed me and created a ticket. They say I can call them and chat with them which led to nowhere.
the bottom of the email says:
We’ve found these self-help articles if you’d like more information about your issue:
Which is exactly the same link that I mentionned as a not working solution in my post!
At this point I really just want to confirm it is a bug in the software and I can't do anything to fix it on my side. The attached is a sample *mp4 file taken on Samsung Galaxy s23 ultra.
Can Adobe bridge work with this file or not?
Adobe emailed me and created a ticket. They say I can call them and chat with them which led to nowhere.By @Tomas32792461imtf
Can you confirm for us that it was really Adobe that emailed you? It might be, but it sounds very suspicious.
Adobe's email ends in .adobe.com.
Adobe does support by chat and by X (formerly Twitter).
Here is how to contact Adobe Customer Care: Try the link to auto-open the Chat:
If your browser blocks the Chat window, try the troubleshooting tips here:
You can also send a post through X (formerly Twitter) to @AdobeCare.
Do not reply to PMs, which are likely to be scammers.
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 email@example.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.
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.
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.
Thank you for sharing the information.
The mail you sent to us doesn't have the video files. Could you please resend the attachments?
Apologies for my delayed response. I have been overseas for the last 6 weeks.
The email I sent was rejected with the reply " The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly."
Anyway, here are the files for your perusal:
You can download the actual files by clicking the links above.