“Review with Frame.io” Not working

[Jennifer_Lo97]

Hi everyone,

my team and I switched from Wipster to Frame.io because we found the native integration in Adobe Premiere Pro very useful. However, since the update to Frame.io version 4, the connection via “Window → Review with Frame.io” has stopped working – and this has been an issue since November.

I initially hoped that the problem would resolve itself when we updated to the latest Premiere Pro version in January, as we do every year, but unfortunately, it didn’t. Additionally, it no longer seems possible to downgrade Frame.io once it has been updated.

Frame.io now suggests using an external plugin from the adobe exchange website (https://exchange.adobe.com/apps/cc/202297), but it has received very poor reviews. After testing it ourselves, we found that CTRL + Z no longer works after installation – and I think nobody can live without that. 😉

I also attended an Adobe event in Cologne last week, where I was advised to seek help here in the forum. Has anyone else experienced this issue or found a solution?

Thanks in advance!

[R Neil Haugen]

Frame v4 has been problematic for a lot of users. V3 works as expected, but in V4 people have had issues with getting logged in correctly, let alone the other stuff like they can't get the comments made by their client to show in the Frame panel or at times on a timeline, things like that.

[Kevin-Monahan]

Hi @Jennifer_Lo97,

Thanks for the message. Your case looks very frustrating. Do you have a case open with https://adobe.ly/3Q4hivo support yet? You can contact them here: https://adobe.ly/3Q1mkZt. Feel free to PM me any case number, or details you would like me know. I hope we can help you find a solution here. I find it unacceptable that a shipping product that you are paying for needs to work as expected. I apologize for this situation.

Thanks,
Kevin

[Rach McIntire]

Hi @Jennifer_Lo97,

Thanks for the report.  What version of Premiere are you using?

The Frame.io support team will gladly assist you. Please go here for help. If you have time, let us know what they say.

[Jennifer_Lo97]

Hi @Kevin-Monahan,

Thank you for your quick response. I haven’t opened a case yet, but I will do so right away. I’ll get back to you once I have more details.

Thanks,

Jenni

[Jennifer_Lo97]

Hi @Rach McIntire ,

I’m using Premiere Pro 25.1.0. I believe this should be the latest version, except for the beta, of course. Thanks for the information! I’ll reach out to the Frame.io support team and will update you once I hear back from them.

Best regards,

Jenni

[Jennifer_Lo97]

Hi @R Neil Haugen,

Yeah, I’ve noticed similar issues. Unfortunately, downgrading to V3 isn’t an option anymore, which makes things even more frustrating. I will open a case with Frame.io, and I’ll update you as soon as I hear back from them.

Best regards,

Jenni

[Mazzo Media]

Just an FYI, version 4 doesn't use the "Review with frame.io" Panel. It's a broken peice of software that I can't belive made it out of beta testing. You access it now by grabbing the "Frame.io V4 Comments" extension in Creative Cloud.

[JonesVid]

Glad I spotted this post. I've just finished editing and producing a final export ...about to use Frame.io and not there in Premiere window anymore.

This explains it as Frame.io invited me to upgrade to version 4 end last year which I did. NOw I'm stuck like everyone.

This is not a good story and needs sorting out, particularly as I see the Adobe Exchange extension gets 1 star reviews.

I'll also raise a case I think.

[Jennifer_Lo97]

Update on the "Review with Frame.io" Issue

I contacted Frame.io support, and here’s what they told me:

They confirmed that there is currently no fix, but their product team is actively working on it. The integration is still in development, and they plan to release new features in future updates. However, they couldn’t provide a specific timeline. They assured me that my feedback has been forwarded to their product team.

They also acknowledged that the external plugin/extension is experiencing issues. I specifically mentioned that CTRL + Z no longer works after installing the new Frame.io plugin.

I really hope they won’t just focus on getting the plugin to work. Since Frame.io is natively integrated into Premiere Pro, I don’t think we should have to download an external plugin/extension for it to function properly.

At some point, I’ll also have to check if this issue is already fixed in the beta version. However, my team and I prefer not to update too quickly to new Premiere Pro versions, as we’ve had issues with bugs in the past.

I think the best thing we can do right now is raising more awareness about this issue. The more of us contact them, the higher the chances that this gets top priority.

I’ll keep you updated if I hear anything more.

[Jennifer_Lo97]

@Mazzo Media What do you mean by "doesn't use"? You can still access the panel in premiere, but it’s completely unusable because it no longer connects to the V4 Frame.io servers.😅

Yes, you can access Frame.io through the Creative Cloud extension, but that’s exactly what I meant in my original post when I referred to the "plugin"—it’s the same thing. Unfortunately, it’s not a viable option for us because CTRL + Z no longer works, and the extension has terrible reviews, as I mentioned.

[Jennifer_Lo97]

@JonesVid 

Oh man, that really sucks. I totally miss the comment function too, where you could easily see exactly where your client wanted changes on the timeline. Now I have to check each comment's timecode on the web version or download the markers, which sometimes don’t even show the full text. It’s so frustrating!

It’s really disappointing when updates break functionality, especially when the integration was working so well before. The fact that Frame.io invited users to upgrade to V4 without addressing these issues and without offering a way to revert back is very concerning.

The Adobe Exchange extensionis is far from ideal, and the 1-star reviews are a clear indication of that. Raising a case is a great idea—hopefully, the more of us who report this, the faster they’ll prioritize fixing it.

[Jennifer_Lo97]

Omg! I just checked the Beta version! It let me choose V4 Frame.io, and it looks like everything works again 🥹!!! So maybe we just have to wait for the next Premiere update—hopefully!

[JonesVid]

Well, I treied to raise a case with them - the chat agent asked for my email then it failed to respond. There was no engagement on what exact problems I was having

Who on earth runs this subsidiary Frame.io - its a disgrace. They need to go back to school to learn about Customer service !.

So - not able to raise a case and get a case refrence.

I think they have all gone home for the weekend and the office cleaner answered the chat ...

[Mazzo Media]

The Review Panel, "Review with frame.io" doesn't work at all with V4. The old Review Panel allowed you to see everything you have uploaded to frame.io, regardless of the project you currently have open. 

The new "extension" only shows you notes on the Sequence you've got selected. So, if you nest Sequences, use subsequences or have different cuts, it's completely useless. How this managed to pass testing is beyond me.

I'm extremely embarrassed at the university I teach at - I managed to get the entire department on-board with using frame.io since it was an easy way to get students to submit work.

[Odobe]

_

[Jennifer_Lo97]

@Mazzo Media Yeah, the plugin/extension is pretty much useless. I wouldn’t recommend using it.

I recently tested the Beta version of Premiere, and it looks like the integration is working again there! You can even see when your client draws on the video. From what I’ve seen so far, it actually looks a bit better than before. I haven’t tested it extensively, but the basic functions, like jumping to comments in the timeline, seem to work. Maybe you can convince your team to use the Beta, or—like me—you’ll have to hope they update this in the next 25.2 Version and hope they update soon.

[R Neil Haugen]

Thanks for posting, it's good to get some good news on this.

[Jennifer_Lo97]

@JonesVid 

I didn't have any issues with their support, but I totally get how frustrating that must be. They did tell me that they don’t issue case numbers, which is definitely not ideal. Hopefully, with enough people raising concerns, they’ll start prioritizing fixes. The good news is that in the Beta version of Premiere, the integration seems to be working again—so fingers crossed for the next update!

Maybe try again and ask for Ujjwal, he was pretty helpful when I reached out.

[JonesVid]

@Jennifer_Lo97

Thanks for all your feedfback and keeping us all updated on this

To be honest, I didn't have a problem at all with the individuals who were supporting em via email. They were all very responsive and informative as they could be.

The thing that I felt needs attention in Frame.io organisation is the following :

1. To present a more integrated support experience for Creative Cloud Customers (eg for Premiere Pro)

2. Better information flowing from Frame.io to Premiere pro users when updates are made etc.

3. Not tell us (invite us) to upgrade from one version to another with very shaky software. (V3 to V4 experience)

4. Have Case numbers assigned to Bug reports like any professional organisation should be doing if the problem can be replicated easily

I have fed this back to Frame.io on their feedback request

I'm using Frame.io at a fairly basic level so just need the Window back there in 25.1, 25.2 whenever it arrives.

I have the beta Premiere Pro downloaded already as I'm testing for a completely different problem, so will try the Frame.io Extension in that as you suggest.

[karan_9945]

Right now, the beta apps are not visible in creative cloud and there is no way to install them, i wanna try the review panel with premiere pro beta, since it is not working with current version

[R Neil Haugen]

How about a screengrab of your CC Desktop app? Unusual to not have the betas available.

[karan_9945]

[karan_9945]

not just me but many people are having this same problem, where its not showing beta apps.

[R Neil Haugen]

There's an arrow at the top of the menu selection area, right side ... which tells us there are more options out to the right that you can't see at the moment.

Try clicking the arrow to see what you're missing.

[karan_9945]

i did check that, there is nothing therer