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drjones6801
Participant
September 5, 2023
Answered

Frame IO Error

  • September 5, 2023
  • 5 replies
  • 7321 views

Was using the Review Panel and the Frame.io panel in Premiere for the first time (23.5.0). I could access my Frame.io account no problem directly from Premiere. All the files and folder structures appeared to be in order. However, when I logged into my existing account in the browser I realized it wasn't linked to my Adobe ID, so my space was capped at 2GB. I created the account before the Adobe aquisition, and haven't used it in almost 3 years. As far as I could tell the only way to fix the issue was to reassign my old account to a new password, and create a new Frame.io account using my primary email that is linked to my Adobe ID. I did that with no issues. However, now I get an error in the Frame.io panel in Premiere that reads:

 

Error

Something went wrong while loading the data. Please reload the extension and try again.

 

When I click 'Ok' the loading circle spins and never stops. Nothing happens. It just spins forever. I've restarted Premiere. I've restarted my computer. I've deleted the preferences and cache files. The problem persists. I've included a screenshot of the Error.

    Correct answer Neek Costaras

    I started a new project. Then opened the FrameIO panel. It worked. Then open up your original project and it should be good to go. I'm not too sure if this will always be the case. Will check my project again in the morning.

    5 replies

    S
    saudyhb
    Participant
    November 27, 2024

    Something similar happened to me, I recently updated to v4, and my extension stopped working (same error) on Premiere.

    I asked their support people, and they sent me the new "process" which is basically going to this link: https://exchange.adobe.com/apps/cc/202297
    install the extension, and then you will find it under "Window - Extensions -> Frame io Comments" on Premiere (when you restart the app) 
    (you should also see the "Preview" window, which would show you any drawing you made with your comment. 

    G
    george_3569
    Participant
    November 1, 2024

    This wrked for me: https://support.frame.io/en/articles/2816517-deleting-the-adobe-extension-s-cache-and-preferences

      Neek Costaras
      Neek CostarasCorrect answer
      Participant
      November 27, 2023

      I started a new project. Then opened the FrameIO panel. It worked. Then open up your original project and it should be good to go. I'm not too sure if this will always be the case. Will check my project again in the morning.

        D
        drjones6801Author
        Participant
        November 27, 2023

        Just a heads-up, when I tried again about 3 months later it did work. I'm not sure what changed. Perhaps when I updated the software it corrected the issue? I was nearly 2 full versions behind. I'm always at least 1 version behind. I'll let other people be the test subjects. I need to know my software will work. So if you're a bit behind, maybe update Premiere and try again. Otherwise if it's imperitive you get it to work I'd suggest uninstalling Premiere and reinstalling. Just make sure to get all your keyboard layouts, window layouts, etc.

          cloud 18c90358011
          cloud 18c90358011
          Participant
          November 27, 2023

          The same thing just happened to me now.

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