Frame.io extension doesn't work anymore

[Boris24127410m8ei]

Hello,
I've been having a problem with the Frame.io extension since today. It simply doesn't work anymore, and it's impossible to connect to the service via Premiere or After Effect.
An error message appears asking you to reload the extension and restart it.
Despite this, it doesn't work.
Am I the only one?
Thanks in advance for your help

[Kevin-Monahan]

Hello @Boris24127410m8ei,

Thanks for filing the bug report. Can you provide any other information? See: How do I write a bug report?

I notified the Frame.io team about this bug. I hope they will respond shortly.

Thanks,
Kevin

[Kevin-Monahan]

Did you update to the Beta version, perhaps?

Thanks,
Kevin

[Boris24127410m8ei]

Hello @Kevin-Monahan,

Thanks a lot for your answer.

here for further information:
- my computer system is OSX Sonoma 14.5 (MacBookPro M1 pro)
- the premiere version is 24.4.1 (build 2)
- on frame.io, I'm using version 4 (beta)
- the problem only appears in the Premiere and After Effect applications when launching the "review" tab and connecting to the service. I have no problem connecting to frame.io via the web browser.

No, I haven't installed a beta version of premiere. Can I install a beta version at the same time as a stable version?

[Kevin-Monahan]

Hi @Boris24127410m8ei,

Thanks for the added info. That was much appreciated! I will let the Frame.io people know. I believe you can file a bug in the app. Let me get the process over to you. Perhaps they can get a workaround for you. Let me check.

Yes, you can run Premiere Pro Beta next to the stable version side-by-side. I do.

I hope all is well with you today.

Thanks,
Kevin

[Kevin-Monahan · Accepted solution]

Hi @Boris24127410m8ei,

I have some information that may help:  The Freme.io team said that the panel doesn’t work with the beta. You'll need to downgrade to Frame.io V3 to use the panel. Stay tuned for the stable version. I hope the info helps. Since this is an issue with beta versions of our software, I'll move this post to the Discussions. Thanks for the post and I'm sorry for the frustration.

Thanks,'

Kevin

[Boris24127410m8ei]

thanks a lot for your help @Kevin-Monahan. I'll contact Frame.io team to help me to downgrade my account.

Best

Boris

[AndrewTheGreat]

@Kevin-Monahan I'm on the stable 24.5, not a Beta, and the panel doesn't work. Whenevery I try using it, I get this window:

Surely I trried starting a new project, saving, exitind, restarting the PC, cleaning the cache and so on, nothing helps.

The panel itself is 

[AndrewTheGreat]

Any news about this issue? Need the reviewing capability asap... @Kevin-Monahan 

[Kevin-Monahan]

No news. Stay tuned to the Frame.io website. They were referring to a "stable version" of Frame.io, not Premiere Pro, by the way. Sorry for the problem.

[AndrewTheGreat]

I've got a response from the Frame.io team. The bug was fixed for me, checked it already. Thank you for yout participation.

[rodrigodxb]

so now they "offcially" released V4 and yes Premiere Pro plugin does not work at all - great - welcome to adobe - worst updates on the software market - period 

[AndrewTheGreat]

@rodrigodxb 

What v4 are you talking about? The current version of Frame.io is:

And it works perfectly in the current version of Premiere Pro which is 25:

[rodrigodxb]

and no there is no working frame.io full plugin only a "commenting" plug in which doesn't work for us as it does create always new shares instead of giving the chance to add the sequence review to a revision share 

[Kevin-Monahan · Accepted solution]

HI @rodrigodxb,

Thanks for the message. I understand how frustrating it can be to encounter login issues, especially when you're in the middle of important work. This morning, Frame.io experienced an incident where users reported seeing an error message, "something went wrong," when attempting to log in.

The Frame.io team has already identified and resolved the problem. For any ongoing updates, you can always check the Frame.io status page. While the incident has been resolved, Frame.io engineers closely monitor the situation to ensure everything runs smoothly.

If you're still experiencing problems, please don't hesitate to email the Frame.io support team at support@frame.io. Once logged in, you should also be able to chat with the Frame.io support team from the browser. They'll be happy to assist you further.

Thank you for your patience and understanding, and we're sorry for the frustration. Please let us know if there's anything else we can help with! Take care.

Thanks,
Kevin

[28439390g3mg]

Hi, @Kevin-Monahan 

v4 does not have an integration with Premiere Pro so far - it says so on the update page of frame.io. 

[rodrigodxb]

It does - it is called comments, but you need to download at extensions and its very limited 

[AndrewTheGreat]

No IT does not

[rodrigodxb]

https://exchange.adobe.com/apps/cc/202297/frameio-v4-comments 

 

[kevinmtmt]

Oh great you now have a fancy new interface with new animations BUT you can't use it anymore in your editing software aka the whole freaking point of the service, thanks!

The fact that this whole thread is 4 months old and that they officially shipped it like it is now is concerning, not even speaking of the fact that now we have that pointless V4 Comments extension, what was the purpose of this ruinous revamp actually?

[abuse removed by moderator]

[Wiseguy_004]

I have the same issue as the peron who posted this thread. it's still not updated and i use the version feature of frame.io for my clients. it has become somewhat necceccary. what should i do? someone please help!

[nejak13915124]

Same here. My team's workflow is completely blocked. I tried re-installing both versions of Frame.io Extention. 
Nothing works.
Frame team, could you please share the latest news here? Should we expect Frame.io to work within Premier Pro 25 any time soon? So that I know what to communicate to my team.
Without this integration, it makes no sense for our team to pay for a tool 😞
Thank you.

[AndrewTheGreat]

I think you'd better email the frame.io team, they write back within a day. At least they may have some sort of a workaround already

[wallacew]

I picked the wrong time to try out Frame.io for storage of Premiere footage. Frame.io confirmed today that this isn't possible now unless you still have a legacy (V3) account, which they won't give me.

I got interested in Frame.io after reading Adobe's help about it and watching the Adobe 2023 masterclass about collaborative video editing, which shows video files in Frame.io being used as clips in Premiere Pro (watch starting at 5m46s).. But the built-in Frame.io panel in Premiere Pro 24 and 25 (non-beta) only showed errors and a spinning wheel. After a frustrating round of rapid but unproductive emails from support@frame.io, they confirmed that Frame.io currently lacks this feature for modern (V4) accounts, with no timeline for when it will return.

From support@frame.io: 

"The new Frame.io Panel in Premiere Pro can be found in the Adobe Exchange Marketplace as an add-on extension for Premiere Pro 25.0 or earlier. Once installed, go to the Extensions drop-down and select 'Comments' to open the panel."

"As of October 14th, we no longer allow new signups to the legacy version of Frame.io or facilitating downgrades from V4 to legacy Frame.io."

From a different customer support person later: "I can see that you're on a V4 account and with this version only the V4 Frane.io Comments panel works. With this new integration, you can only export, share and comment on the active sequence your working on in your Premiere Pro currently.... We are in the development phase at the moment, but we want to assure you that we will be updating and releasing new features and functionality as we go along."

May I ask the Adobe team to at least update the help pages accordingly to prevent other new users of Frame.io from falling into this trap? 

[AndrewTheGreat]

@Kevin-Monahan 

Adobe should react to this situation asap. This is literally a third-company sabotage