• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
1

Please Adobe Support, I need your help with Bridge not showing some file types as per my post in Apr

Contributor ,
Jun 19, 2023 Jun 19, 2023

Copy link to clipboard

Copied

Here is my original post:

 

Bridge is not displaying thumbnails for Samsung S23 Ultra.

 

This is happening on 2 different computers.

 

Previous Post made in April 

TOPICS
Problem or error

Views

263

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jun 20, 2023 Jun 20, 2023

Copy link to clipboard

Copied

Hi, @Royhessey according to this page https://helpx.adobe.com/camera-raw/kb/camera-raw-plug-supported-cameras.html

 

You need the following minimum ACR to view your files. I've copied and pasted the minimums for you in this chart.

2023-06-20_06-42-59.png

So, do you have the minimum software for your camera installed on your computers? If not, upgrade your ACR.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Contributor ,
Jun 20, 2023 Jun 20, 2023

Copy link to clipboard

Copied

Thank you, Gary. My current version of Adobe Camera Raw is 15.4 so I think I am really up to date. BUT, these are not still images, but rather mp4 video files. What has ACR got to do with Bridge? Do I need to change some ACR settings in Bridge?

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jun 20, 2023 Jun 20, 2023

Copy link to clipboard

Copied

Oh, you didn't say video thumbnails. There is a difference.

 

And with that, I really cannot help you as I've very limited experience with video and no experience with video other than that made from an iPhone and my Canon camera.

 

I wish I could help you, but I cannot. However, it might help other who can help you letting us know what your OS is (and what release).

 

Good luck, again I'm sorry I cannot help you.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Contributor ,
Jun 20, 2023 Jun 20, 2023

Copy link to clipboard

Copied

Thank you again, Gary. I actually did state that they were mp4 files in my original post.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Jun 21, 2023 Jun 21, 2023

Copy link to clipboard

Copied

Hello @Royhessey 

 

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

 

We have tried with the assets you shared in this post.

 

Thanks,

Bridge Team

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Contributor ,
Jun 21, 2023 Jun 21, 2023

Copy link to clipboard

Copied

Hi Rahul,

Further to this post I have copied the files in question to my wife's MacBook and viewed them successfully using HER Adobe Bridge Application.

Hope this throws some light on this problem.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Jun 21, 2023 Jun 21, 2023

Copy link to clipboard

Copied

Hello @Royhessey 

 

We really appreciate you taking out time and checking the issue on Mac.

 

We have checked the issue at our end and it seems it is Windows specific. We have already added this in our engineering pipeline.

 

Thanks,

Bridge Team

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Contributor ,
Jun 21, 2023 Jun 21, 2023

Copy link to clipboard

Copied

Now Rahul,

Don't you people at Adobe test these issues before releasing/upgrading software?

I find it amazing that a very common mp4 file created in a smartphone from the largest smartphone manufacturer was NOT tested in your labs as soon as this phone was released. It's now many months on and still no resolution. Wow, makes me think I need to change software houses.  Surely this issue has been raised before. This begs the question, how long is Adobe's "engineering pipeline"?

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
LEGEND ,
Jun 22, 2023 Jun 22, 2023

Copy link to clipboard

Copied

Whining about it won't get the problem fixed any faster. There are thousands of cellphone models and many more video configurations, and no they don't have a big enough team to test every combination of everything. Right now, Adobe developers are struggling with just basic features in Bridge 2023. It will be fixed when its fixed.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Contributor ,
Jun 22, 2023 Jun 22, 2023

Copy link to clipboard

Copied

LATEST

"Whining"? Easy to get personal. "Thousands of cellphone models"? I am paying good hard-earned money for the Adobe subscription and when something does not work I can rightfully point this out.

Good evening Lumigraphics!!

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines