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Known Participant
April 3, 2025
Answered

P: Generative Extend Not Available (but i'm in the U.S.)

  • April 3, 2025
  • 4 replies
  • 5270 views

Upgraded to 25.2. Testing out "generative extend tool." When extend the clip, it won't let me and includes this popup that says "You're country doesn't support this purchase." But i'm in the U.S.....

 

Correct answer jonathan_9320
Log file created: 04/14/25 15:42:24
-------------------------------------
Ticks = 2516      <19576> <NvidiaEncoderV12> <5> Error loading Nvidia Encoder DLL
Ticks = 2516      <19576> <NvidiaEncoderV12> <5> Error loading Nvidia Encoder DLL
Ticks = 2891      <26572> <AnywhereLocalClient> <5> Local Hub HTTP port retrieved, port: 57682
Ticks = 6859      <19576> <CCFilesEOL> <5> Setting feature enabled: false, in app messaging enabled: false
Ticks = 7562      <30144> <EACL> <5> Connecting local hub to remote hub, requestID: "51d96ae5-520c-4ae9-a6af-59f435f19a3a", server: "https://cc-api-teamprojects.adobe.io:443", serverType: 2, user: "jmendoza@sandiaprep.org", machineID: "9840acb1-11e6-4bc8-a025-81a5b32fad18"
Ticks = 8094      <21192> <GPUFoundation> <5> Done loading modules, sec: 1.46568, device: OpenCL(0)
Ticks = 8094      <21192> <GPUFoundation> <5> Done loading modules, sec: 1.37943, device: OpenCL(1)
Ticks = 8297      <32600> <dvanet::HTTP> <4> Mismatched HTTP response, requestID: "d33539b4-6c08-49fe-9873-180ac00af50c", expected: "dvanet-d33539b4-6c08-49fe-9873-180ac00af50c-0f99835a-c9a1-4da4-990c-8812ce0f58ff-16", received: "JIqzZmVBmDd2zHu1B2pIhQ2QXefVqZ7P", corrected: "JIqzZmVBmDd2zHu1B2pIhQ2QXefVqZ7P"
Ticks = 8312      <21192> <EACL.CloudProjectsLogin> <5> Finished sending new access token to LocalHub, result: 0, requestID: "dvanet-51d96ae5-520c-4ae9-a6af-59f435f19a3a-0f99835a-c9a1-4da4-990c-8812ce0f58ff-9", duration: 0.347, httpStatusCode: 200, httpLibCode: 0, payload: "[{\"authorized\":true,\"connected\":true,\"forbidden\":{\"error_code\":\"\",\"message\":\"\"},\"lastAuthorizationStatusCode\":200,\"serverURL\":\"https://cc-api-teamprojects.adobe.io:443\",\"serverVersion\":\"2016.96.0.1295\"}]"
Ticks = 20922      <21192> <FE> <5> Windows system configuration, BIOSVendor: "American Megatrends Inc.", BIOSVersion: "ALASKA - 1072009", SystemManufacturer: "System manufacturer", SystemProductName: "System Product Name", OSVersion: "10.0.22621", OSIsWindowsServer: "False", IsRemoteSession: "False", IsRemotelyControlled: "False", PhysicalRAM-GB: "17.02", VDIPlatform: "Unknown"
Ticks = 116531      <13956> <TotalProject> <0> 0.0276187s \\?\C:\Users\Public\Documents\Adobe\Premiere Pro\25.0\Tutorial\Going Home project\Get Started.prproj
Ticks = 127516      <6372> <TotalProject> <0> 0.375254s \\?\C:\Users\Public\Documents\Adobe\Premiere Pro 2025\Learn Panel\payloads\en_US\dynamic\content\0e2d7f85-e90d-3af5-ac81-6aafaa1024c1\footage\GenerativeExtendLearnTutorial.prproj
Ticks = 130641      <20720> <AdobeOneVisual> <5> The call to the engine failed: -211746812
Ticks = 130641      <21192> <AdobeOneVisual> <5> The call to the engine failed: -211746812
Ticks = 130656      <25936> <AdobeOneVisual> <5> The call to the engine failed: -211746812
Ticks = 136922      <10628> <ExporterMPEG4> <5> Looking for H/W codecs for H.26x
Ticks = 136937      <10628> <H26xCodec> <5> Found H/W codec for H.264 - AMD H.264 Codec
Ticks = 137203      <10628> <H26xCodec> <1> Encoded using AMD H.264 Codec (H/W codec) for H.26x
Ticks = 137328      <10628> <H26xCodec> <1> Time taken for; video =181 audio=0 mux=65
Ticks = 137328      <10628> <ExporterHost::BeginThreadExport> <5> Exporter finished in : 0.420868 seconds. Result code: 0 Destination:C:\Users\jmendoza\AppData\Local\Temp\GenExtend\GenExtendTemp-b96fc4af-44b8-4822-a909-6fa5efe0cd47.mp4
Ticks = 141031      <26572> <RecoverableErrorProcessor.Error> <5> Error: https://video-v1.ff.adobe.io/v2/videos/extend RequestID: 103ade1b-ed97-4806-98a2-2c75e4590328 no more retries
Ticks = 141047      <26572> <dvacore.StructuredLogging> <5> Unrecoverable server error, url: "https://video-v1.ff.adobe.io/v2/videos/extend", remainingRetries: 10, requestID: "dvanet-103ade1b-ed97-4806-98a2-2c75e4590328-0f99835a-c9a1-4da4-990c-8812ce0f58ff-25", duration: 0.75, httpStatusCode: 403, httpLibCode: 0, payload: "{\"error_code\":\"access_error\",\"message\":\"Unauthorized to perform request.\"}"
Ticks = 148594      <35232> <GenExtend> <5> Paywall workflow completion status: 
Ticks = 150891      <27712 (Display Thread)> <panko> <4> DS::FindNearestMonitorIndexForWindow
{
inWindow_valid (bool): "false"
monitorCount (std::uint64_t): "2"
windowSize (StringValue): "{ Left: -30710; Top: -31925; Width: 671; Height: 371; }"
}
 
--------------------------------------
Log file closed: 04/14/25 15:45:03
 

4 replies

Participant
April 14, 2025

I have the same issue here. Hoping there is a fix.

Participant
May 9, 2025

Hi, did you find a solution ?

Adobe Employee
May 29, 2025

Hi @nathan_2494 @Daniel27572485gf20 ,

I hope you're doing well !

I wanted to check in to see if you're still experiencing the same issue. Can you please check now again.

Looking forward to your response !

Adobe Employee
April 11, 2025

Hi @jbw8161577 ,

Thanks for reporting the issue. To help us investigate further, could you please try reproducing the issue again and then share the Premiere Pro log file?

You can find the log file at the following path:: -

~/Library/Preferences/Adobe/Premiere Pro/25.0/logs/Premiere Pro Log.txt

Your help is much appreciated!

Known Participant
April 11, 2025

Redid it and the folder is empty.

Adobe Employee
April 11, 2025

Hi @jbw8161577 ,

It seems CreateLogFilesThatDoNotExist property is not enabled.

You can verify if the CreateLogFilesThatDoNotExist property is enabled by following these steps:

  1. Open Premiere Pro and press Command + Fn + F12 to bring up the console panel.
  2. Click the hamburger icon in the top-left corner on console panel and ensure Debug Database View is selected. (PFA screesnhot)
  3. Search for CreateLogFilesThatDoNotExist and set its value to true.
  4. Restart Premiere Pro. A log file should now be generated at the following path:
    ~/Library/Preferences/Adobe/Premiere Pro/25.0/logs/Premiere Pro Log.txt
Participant
April 10, 2025

we are unable to use the generative extend feature in premier pro, ive tried multiple machines and different account, it either tells us that we dont have access and to contact our admin (we are the admins) or it tells us that it isnt supported in our country and we are in the united states. 

Kevin J. Monahan Jr.
Community Manager
Community Manager
April 11, 2025

Thanks for the post, @jonathan_9320. I have seen this case elsewhere. I informed the product team already. I hope they will respond soon with a fix.

 

Thanks,
Kevin

 

Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
creative explorer
Community Expert
Community Expert
April 7, 2025

@jbw8161577 It might be a mismatch in your Adobe account's region settings. Double-check the country listed in your Adobe account profile on the Adobe website. If it's not set to the US, update it to reflect your correct location. After updating your profile, restart Premiere Pro and try using the Generative Extend tool again, as this should align your account information with your actual location and resolve the purchase restriction.

m
Known Participant
April 7, 2025

Checked. Definitely america.

creative explorer
Community Expert
Community Expert
April 8, 2025

@jbw8161577 I would Log-out of adobe. Clear the history, cache and cookies. And restart the computer, and check again. Maybe resetting everything will find it correctly?

m