Some MP4 thumbnails not shown in 2022 and 2023

[konrad79]

Thumbnails for my mp4-video files from Pixel 4 and Pixel 7 phones are not rendered/shown in Bridge 2023 and Bridge 2022 on Windows 11.

The files themself are playing back well in Windows 11.

But even imported in Adobe Premiere Elements, the files from Pixel 4 phones are audio only and the mp4 files from Pixel 7 are at least playable in PE.

Things I tried:
- "Purge Cache for Selection"

- Delete all files from AppData\Roaming\Adobe\Common\Media Cache Files

- Delete all files from AppData\Roaming\Adobe\Common\Media Cache

[Rahul Saraogi]

Hello,

Thank you for reaching out to us. To better investigate the issue, could you please share the following information
1. Are you facing the issue with the latest version of Bridge 2024?
2. Machine details
3. Please share the assets on which you are facing the issue with sharewithbr@adobe.com

We might reach out to you for further information.

Thanks,
Bridge Team

[konrad79]

1. Yes, Bridge Version 14.0.1

2. Windows 11 Pro 22H2 - 32GB RAM, i7-11700

3. You've got mail 😉

[Rahul Saraogi]

Thank you @konrad79 for sharing the details. We are able to reproduce the issue at our end with the asset you shared and added it to our engineering pipeline.

Thanks,

Bridge Team

[konrad79]

Is there already any time perspective in which version the bug will be solved?

[Mr Mikel]

Rahul,

The latest Bridge 14.1.2.300 on Windows 11 Pro 23H2 exhibits the same symptoms -- missing video thumbnails.

Interestingly, all the MP4 video thumbnails did initially display, then one day suddently started to go missing. Clearing the cache is ineffective in resolving the issue. 

Mike

[Mr Mikel]

Update -- I have discovered that "Purge cache for folder" (which I tried, unsuccessfully, multiple times) and "Purge cache for selection" have quite different behavior, beyond the obvious. "Purge cache for selection" resolved the missing thumbnail issue. To restore multiple missing thumbnails one must use Ctrl or Shift, but that is certainly a workable solution to restore thumbnails. Naturally, "Purge cache for folder" would be the better, and easier, solution, so I think this difference in cache clearing behavior is what needs to be addressed by engineering.