Thumbnails not appearing for all videos in bridge

[Tina28569729cvmo]

I've posted this before but got no answers. I'm trying again. In bridge some of my video thumbnails show some don't, I don't understand why this is happening.

Below is an image of what should be the thumbnails but there is only one showing. I can see on that file name that there is an .LS. between the filename and the mp4.

I make a lot of videos with my camera and I use them a lot in my work. So I would really like to understand what it is that is causing this issue.

I've done the following, cleared the thumbnail cache

cleared the thumnail cache and reset

Changed the default video programme from VLC to windows media.

uninstalled and reinstalled bridge

I can see thumbnails in explorer so they can be generated, i just can't see them in bridge. This is so infuriating.

Thanks

I'm at a loss to understand what is going on, this is really important for me to get this fixed.

[Tina28569729cvmo]

sorry forgot screenshot.

[Melankaya]

It makes me really sad that you haven't got any replies.

[Tina28569729cvmo]

Me too. I am coming round to thinking it's got something to do with my operating system and the graphics card. I have another computer with a better processor and graphics card and I don't get this issue. But the lack of responses here is depressing. Thanks for your time.

[swati1234]

Hi @Tina28569729cvmo 

Could you please share following details to help us investigate the issue:

- Bridge Version and OS version

- Was this working for you in any earlier version of bridge 
- Could you share a sample video to sharewithbr@adobe.com ; this will help us to reproduce and investigate the issue at our end.

Thanks,

Bridge Team

[Tina28569729cvmo]

Hello

I don't understand why you need a video when the screen shot tells you everything you need to know. Please tell me what difference a video would make and if it is necessary I'll make it. The screen shot is above in this thread.

I'm using windows 10 pro 10.00.19045

my processor is a i5-2500 cpu @3.3GHz

graphic card NVIDA GeForce GTX 1060

it was all working fine then it stopped. as the issue has been going on for so long and I have had NO replies to repeated requests for support, I don't know when it started now.

I have to say I am really dissapointed with the support I have been able to get for this issue. There is no way that I could find to contact adobe about this issue apart from this and this thread is very old. This issue has really set me back making some work because I have to move between bridge and explorer to find content to go back into photoshop and premire pro.

[Tina28569729cvmo]

bridge versions are the current version 2023 and 2022 I think, I'm not entirely sure now for the reasons above. it works fine on Windows 11.

[swati1234]

Hi @Tina28569729cvmo 

Could you share a sample video to sharewithbr@adobe.com ; this will help us to reproduce and investigate the issue at our end.

Thanks,

Bridge Team

[Tina28569729cvmo]

A video of what? the screen shot, which I posted above and am now copying in again, shows you what I see. A video is just more images of the same thing.

Are you asking for a screen recording, or do you want me just to point my mobile phone at the screen? again, it's vague and for no clear reason.

I am not doing anything except loading and exisiting smart collection which used to preview the videos and should still do, but it stopped. I''ve tried uninstalling  the latest version and added older versions, but it makes no difference.

Below is the screen shot, what more could you possibly learn from a video unless it shows you my settings. Are you asking for the settings?

I'd like a little more clarity from you in the hope that I can avoid support tennis.

Thanks

[swati1234]

Hi @Tina28569729cvmo 

A sample video file like PXL 20211119_143855911.mp4 <or anyother as per your screenshot>, so we can check if for these files thumbnails are not gettting generated at our end too.. or this is some system specific issue with your machine..

Thanks,

Bridge Team

[Tina28569729cvmo]

aaah, ok. sent.

[Melankaya]

Solved my problem by updating codec using klite codec software.... think you might have the same issue since it works on another PC, just not on one.