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Bridge is not displaying thumbnails for Samsung S23 Ultra.

Contributor ,
Apr 24, 2023 Apr 24, 2023

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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.Screenshot 2023-04-25 113436.jpg

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Adobe Employee ,
Apr 25, 2023 Apr 25, 2023

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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

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Contributor ,
Apr 29, 2023 Apr 29, 2023

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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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New Here ,
Oct 25, 2023 Oct 25, 2023

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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.

 

I tried:

- 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: 

https://helpx.adobe.com/uk/bridge/kb/preview-not-available-video-files-bridge.html

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.

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Community Expert ,
Oct 25, 2023 Oct 25, 2023

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@Tomas32792461imtf 

 

I've moved your post from Using the Community (for questions about the forums) to Adobe Bridge for you.

 

Jane

 

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Explorer ,
Oct 26, 2023 Oct 26, 2023

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It seems the team is aware of this issue. post your comments on this discussion
   Bridge is not displaying thumbnails for Samsung S23 Ultra.

 

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New Here ,
Nov 03, 2023 Nov 03, 2023

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UPDATE:
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:

quote
We’ve found these self-help articles if you’d like more information about your issue:
https://helpx.adobe.com/in/bridge/kb/preview-not-available-video-files-bridge.html

 

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?

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Community Expert ,
Nov 03, 2023 Nov 03, 2023

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quote

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.

  • What is the email address the email came from?
  • What is the phone number they gave you to call them?

 

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:
https://helpx.adobe.com/contact.html?rghtup=autoOpen  
Type "agent"

If your browser blocks the Chat window, try the troubleshooting tips here:
https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703  

You can also send a post through X (formerly Twitter) to @AdobeCare.

Do not reply to PMs, which are likely to be scammers.

Jane


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Adobe Employee ,
Apr 28, 2023 Apr 28, 2023

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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

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Contributor ,
Apr 29, 2023 Apr 29, 2023

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Thank you Rahul,

Yes I am facing this issue with video I took on a DJI Air 2s Screenshot 2023-04-30 103619.jpg

and video taken with a Samsung S23 Ultra smartphone 2n Screenshot 2023-04-30 104126.jpg

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

 

 

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Adobe Employee ,
May 04, 2023 May 04, 2023

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Hello Roy,

 

Thank you for sharing the information.

 

The mail you sent to us doesn't have the video files. Could you please resend the attachments?

 

Thanks,

Bridge Team

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Contributor ,
Jun 16, 2023 Jun 16, 2023

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Hello Rahul,

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:

Video shot on a DJI Air 2S Drone 

and

Video shot on a Samsung S23 Ultra Smartphone 

You can download the actual files by clicking the links above.

 

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Adobe Employee ,
Jun 21, 2023 Jun 21, 2023

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Hello @Royhessey 

 

Thank you for sharing the assets with us. We are able to reproduce the issue and added this in our engineering pipeline.

 

Thanks,

Bridge Team

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Contributor ,
Feb 25, 2024 Feb 25, 2024

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Hi Rahul, Any luck with this issue? 7 months have expired and the issue remains.

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Community Beginner ,
Apr 29, 2024 Apr 29, 2024

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A large collection of S21Ultra .mp4 videos needing to be renamed wouldn't show up in my Windows Explorer, so I rubbed my hands together maniacally knowing that I had the secret weapon with Bridge, but to my dismay, they also would not show in Bridge's thumbnail preview.

Oddly enough, .mp4 videos from other sources show up fine in the thumbnail previews, allowing me to quickly scrub and check the content. 

If Adobe engineers could crack the code, that would be grand.

Anyways, thanks for at least replying.





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Contributor ,
Apr 30, 2024 Apr 30, 2024

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I have been beating my drum about this problem for a long time. I am being charged good money for a product that does NOT work. Good luck with your endeavours.

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Contributor ,
Apr 30, 2024 Apr 30, 2024

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Wow Rahul!

How long do you need to fix this problem?

Should I move to outside Adobe products?

 

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