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

[jbw8161577]

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.....

 

[creative explorer]

@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.

[jbw8161577]

Checked. Definitely america.

[creative explorer]

@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?

[creative explorer]

@jbw8161577 Curious, where did you buy the Premiere Pro? Hopefully from adobe.com?

[Anil98A4]

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!

[jbw8161577]

Redid it and the folder is empty.

[Anil98A4]

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

[jbw8161577]

That worked. Here you go. 

[Anil98A4]

Thanks @jbw8161577 ,

Thank you for sharing the logs. Our team is currently reviewing them and investigating the issue. We’ll keep you updated and share our findings as soon as possible.

[steve_3132]

I'm having the same issue - I am not sure if its related but have used generative extend a few times before, and i had just uninstalled and reinstalled the creative cloud app to fix a reoccuring "Adobe Creative Cloud is missing or damaged" error I was receiving daily 

[Anil98A4]

Hi @jbw8161577 @jbw8161577 ,

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 !

[nathan_2494]

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

[Daniel27572485gf20]

Hi, did you find a solution ?

[Anil98A4]

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 !

[Daniel27572485gf20 · Accepted solution]

Hi, yes we still have the problem. Here is the answer I got from an Adobe Technical Support Consultant, Customer Care:

Regarding the issue with the user unable to use AI features in Premiere Pro, I’ve consulted with the dedicated team. They confirmed that Education plans do not include generative AI services, which is why the user is unable to access the AI features in Premiere Pro.

Thanks.

[jonathan_9320]

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-Monahan]

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

[Anil98A4]

Hi @jonathan_9320 ,

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

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

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

Your help is much appreciated!

[jonathan_9320]

[2025-04-11_13-24-53][24744][Info] [general] Instead of the WebView2 runtime in the system, UXP will use the WebView2 runtime in the folder: C:\Program Files\Common Files\Adobe\Microsoft\EdgeWebView
[2025-04-11_13-24-54][24744][Error] [general] Plugin com.adobe.dva.export.queue : Expected a width for the plugin icon
[2025-04-11_13-24-54][24744][Error] [general] The Host version is lower than what plugin: com.adobe.ccx.start is compatible with
[2025-04-11_13-24-54][24744][Error] [general] The Host version is lower than what plugin: com.adobe.ccx.start is compatible with
[2025-04-11_13-24-54][24744][Info] [general] Plugin com.adobe.substance-3d.viewer.ps : [v4] Using Default Value for Icon species
[2025-04-11_13-24-54][24744][Info] [general] Plugin com.adobe.substance-3d.viewer.ps : Scaled Icon : icons/dark@1x.png not found
[2025-04-11_13-24-54][24744][Info] [general] Plugin com.adobe.substance-3d.viewer.ps : Scaled Icon : icons/dark@2x.png not found
[2025-04-11_13-24-54][24744][Warn] [general] Plugin com.adobe.substance-3d.viewer.ps : Expected the icon to have a 1X scaled file
[2025-04-11_13-24-54][24744][Info] [general] Plugin com.adobe.substance-3d.viewer.ps : [v4] Using Default Value for Icon species
[2025-04-11_13-24-54][24744][Info] [general] Plugin com.adobe.substance-3d.viewer.ps : Scaled Icon : icons/light@1x.png not found
[2025-04-11_13-24-54][24744][Info] [general] Plugin com.adobe.substance-3d.viewer.ps : Scaled Icon : icons/light@2x.png not found
[2025-04-11_13-24-54][24744][Warn] [general] Plugin com.adobe.substance-3d.viewer.ps : Expected the icon to have a 1X scaled file
[2025-04-11_13-24-54][24744][Error] [general] Plugin com.adobe.substance-3d.viewer.ps : Expected 'host.app' to be premierepro
[2025-04-11_13-24-54][24744][Error] [general] Failed to parse the manifest.json file.
[2025-04-11_13-24-54][24744][Warn] [general] We are going to deprecate HostInfo API soon, please use HostApi instead.
[2025-04-11_13-24-54][24744][Info] [general] Debugger enabled for runtime group FirstParty on port: 9222 breakOnStart: no
[2025-04-11_13-24-54][24744][Info] [general] analyticsTracker_ is being accessed without setting
[2025-04-11_13-24-54][19096][Info] [general] analyticsTracker_ is being accessed without setting
[2025-04-11_13-24-55][19096][Default] [console] [UAB v2.18.0-8] sentry.io initialized...
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [AnalyticsCacheController] Initializing Analytics Cache Controller. The cache will be kept for 72 hours and the current time slot is 484555
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [AnalyticsCacheController] The maximum cache size is 1048576 bytes and the maximum batch size is 30
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [AnalyticsCacheController] There are 0 cache keys in the local storage, with a total of 0 events
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [AnalyticsCacheController] Flushing old cache keys. Current Time Slot: 484555
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [MainStore] Internet connectivity: ONLINE
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [Performance] 702 PERF - Start Screen Init start
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [StartScreen] CCX Start v8.0.0.78
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [StartScreen] [HostData] {
"Product": "premierepro",
"Product ID": "PPRO",
"Product Code": "PPRO",
"BuildNumber": "2",
"Version": "25.2.1",
"Platform": "Windows"
}}
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [Performance] 703 PERF - Sophia Init start
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [Performance] 706 PERF - Ututs Init start
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [Performance] 706 PERF - IMS Init start
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [Performance] 707 PERF - IMS.updateUserProfile start
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [Performance] 708 PERF - Locale Init start
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [Performance] 710 PERF - MainStore Init start
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [SophiaBase] Data Loader for Home: Use File Accessor to get data.
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [FileAccessorDataLoader] Data Loader for home: Get data using File Accessor.
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [SophiaBase] Data Loader for Utut: Use File Accessor to get data.
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [FileAccessorDataLoader] Data Loader for utut: Get data using File Accessor.
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [Performance] log perf event: time: 21 message: IMS.updateUserProfile
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [Performance] 728 PERF - IMS.updateUserProfile done: 21
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [Performance] log perf event: time: 20 message: MainStore Init
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [Performance] 730 PERF - MainStore Init done: 20
[2025-04-11_13-24-55][19096][Default] [console] Fri, 11 Apr 2025 19:24:55 GMT [HS] [Performance] 733 PERF - IMS.updateAccessToken start
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] log perf event: time: 1093 message: Received Recent Files.
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1093 PERF - Received Recent Files.
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] log perf event: time: 364 message: IMS.updateAccessToken
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1097 PERF - IMS.updateAccessToken done: 364
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] log perf event: time: 393 message: IMS Init
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1099 PERF - IMS Init done: 393
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] log perf event: time: 1102 message: UI Ready
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1102 PERF - UI Ready
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] log perf event: time: 427 message: Locale Init
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1135 PERF - Locale Init done: 427
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [FM Shared Settings Handler] Get data
[2025-04-11_13-24-56][19096][Error] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [FM Shared Settings Handler] Shared settings data is not available
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [FM Shared Settings Handler] Get data
[2025-04-11_13-24-56][19096][Error] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [FM Shared Settings Handler] Shared settings data is not available
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [SophiaBase] Received fresh data from CCXProcess for Home with path C:\Users\jmendoza\AppData\Roaming\Adobe\CCX Welcome\data\PPRO-25.2.1-en_US-9844efa8-d721-4b9d-b955-2e7272c6f8ca.json
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [SophiaBase] Setting data to the cache for Home
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [SophiaBase] Surface data {"surface":"CCX_Start_4.0_Whats_New","campaignId":103478,"url":"https://odin.adobe.com/content/dam/ccfirstmile/PPRO/en_US/componentWhatsNewToastal/Pr-GA-Sustained-W..."}
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [SophiaBase] Surface data {"surface":"CCX_Start_4.0_Home","campaignId":103358,"url":"https://odin.adobe.com/content/dam/ccfirstmile/PPRO/en_US/experienceHomeMx19/PrD-April-2025-GA-All-U..."}
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [SophiaBase] Received fresh data from CCXProcess for Utut with path C:\Users\jmendoza\AppData\Roaming\Adobe\CCX Welcome\learn\PPRO-25.2.1-en_US-d5093188-7cdc-4e2c-b17c-b5468bde306a.json
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [SophiaBase] Setting data to the cache for Utut
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [SophiaBase] Surface data {"surface":"CCX_Start_3.1_Tutorials","campaignId":103638}
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [SophiaBase] Surface data {"surface":"CCX_Start_3.1_Tutorials","campaignId":103638}
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Ututs] User has 15 web tutorials
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] log perf event: time: 446 message: Ututs Init
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1152 PERF - Ututs Init done: 446
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [FileAccessorDataLoader] Successfully read data from file PPRO-25.2.1-en_US-9844efa8-d721-4b9d-b955-2e7272c6f8ca.json and wrote response in C:\Users\jmendoza\AppData\Roaming\Adobe\CCX Welcome\data\clientLogs\PPRO-25-2-1-en_US-993D20D5800A430B9D7D1AABF72268DC.json
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [FileAccessorDataLoader] Successfully read data from file PPRO-25.2.1-en_US-d5093188-7cdc-4e2c-b17c-b5468bde306a.json and wrote response in C:\Users\jmendoza\AppData\Roaming\Adobe\CCX Welcome\learn\clientLogs\PPRO-25-2-1-en_US-FFBE1F53EBA14767B07B99394621E5AE.json
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] log perf event: time: 466 message: Sophia Init
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1169 PERF - Sophia Init done: 466
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Drover] CCX-Start-Drover : Home screen visibility set to visible without back button.
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1173 PERF - Shared Settings Init start
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [FM Shared Settings Handler] Shared Settings Handler initialized
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [FM Shared Settings Migrator] Migration of shared settings not needed
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [FM Shared Settings Handler] Loading User SharedSettings
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [FM Shared Settings Handler] Get data
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] log perf event: time: 23 message: Shared Settings Init
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1196 PERF - Shared Settings Init done: 23
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [AvatarDataLoader] Avatar Loader: Get data using File Accessor.
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [LicenseChiclet] NGL: Showing no chiclet.
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] log perf event: time: 1270 message: Interactive Ready
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1270 PERF - Interactive Ready
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] log perf event: time: 570 message: Start Screen Init
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [YukonParser] Content missing for the following properties: stage2.bottom.headerText
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [FMS] [UserIntent] User intent container: undefined
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [FMS] [UserIntent] User intent container: undefined
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1272 PERF - Start Screen Init done: 570
[2025-04-11_13-24-56][19096][Error] [console] [qd-1] Failed to create/get SAMAssetContext: TypeError: window.cdoHost.getUserAccessTokenSync is not a function
[2025-04-11_13-24-56][19096][Error] [console] [qd-1] Failed to create/get SAMAssetContext: TypeError: window.cdoHost.getUserAccessTokenSync is not a function
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1368 PERF - Late Loads start
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Analytics] analytics.ingest processing life cycle events 1
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Analytics] analytics.ingest life cycle events processed
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Drover] Analytics enabled state changed to false
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Analytics] analytics.ingest changed (mode: prod) to: disabled
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Analytics] analytics.ingest is disabled, clearing all cached events
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [AnalyticsCacheController] Local cache is fully cleared
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [AvatarDataLoader] clearInterval for avatarFetchInterval
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [AvatarDataLoader] Avatar Loader: Avatar file found and set using File Accessor. Path: C:/Users/jmendoza/AppData/Roaming/Adobe/CCX Welcome/avatar/assets/4843a7d4-30c3-455c-961b-9ee58612b81a.png
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [AvatarDataLoader] Successfully read data from file b3910358-d5f1-44a5-926d-117ac45d047d.json and wrote response in C:\Users\jmendoza\AppData\Roaming\Adobe\CCX Welcome\avatar\clientLogs\PPRO-25-2-1-en_US-2A4EA5EC3AD0427B9F12E90D2C4D1655.json
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] log perf event: time: 39 message: Late Loads
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1407 PERF - Late Loads done: 39
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] log perf event: time: 1407 message: All done
[2025-04-11_13-24-56][19096][Default] [console] Fri, 11 Apr 2025 19:24:56 GMT [HS] [Performance] 1407 PERF - All done
[2025-04-11_13-25-06][19096][Error] [console] [qd-1] Failed to create/get SAMAssetContext: SAM init timed out
[2025-04-11_13-25-06][19096][Error] [console] [qd-1] Failed to create/get SAMAssetContext: SAM init timed out
[2025-04-11_13-26-36][19096][Default] [console] Fri, 11 Apr 2025 19:26:36 GMT [HS] [IMS] User Profile changed
[2025-04-11_13-26-36][19096][Default] [console] Fri, 11 Apr 2025 19:26:36 GMT [HS] [Performance] 101053 PERF - IMS.updateUserProfile start
[2025-04-11_13-26-36][19096][Default] [console] Fri, 11 Apr 2025 19:26:36 GMT [HS] [LicenseChiclet] NGL: Showing no chiclet.
[2025-04-11_13-26-36][19096][Default] [console] Fri, 11 Apr 2025 19:26:36 GMT [HS] [Performance] log perf event: time: 3 message: IMS.updateUserProfile
[2025-04-11_13-26-36][19096][Default] [console] Fri, 11 Apr 2025 19:26:36 GMT [HS] [Performance] 101056 PERF - IMS.updateUserProfile done: 3
[2025-04-11_13-46-55][19096][Default] [console] Fri, 11 Apr 2025 19:46:55 GMT [HS] [IMS] User Profile changed
[2025-04-11_13-46-55][19096][Default] [console] Fri, 11 Apr 2025 19:46:55 GMT [HS] [Performance] 1320559 PERF - IMS.updateUserProfile start
[2025-04-11_13-46-55][19096][Default] [console] Fri, 11 Apr 2025 19:46:55 GMT [HS] [LicenseChiclet] NGL: Showing no chiclet.
[2025-04-11_13-46-55][19096][Default] [console] Fri, 11 Apr 2025 19:46:55 GMT [HS] [Performance] log perf event: time: 5 message: IMS.updateUserProfile
[2025-04-11_13-46-55][19096][Default] [console] Fri, 11 Apr 2025 19:46:55 GMT [HS] [Performance] 1320564 PERF - IMS.updateUserProfile done: 5

[Anil98A4]

Thanks @jonathan_9320  for sharing the log. However, I couldn't find any entries related to Generative Extend in the logs you provided. The current logs appear to be from log file name starting with "UXPLogs_".

Can you please verify, if the CreateLogFilesThatDoNotExist property is enabled by following these steps:-

1. Open Premiere Pro and press Ctrl + 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. 
3. Search for CreateLogFilesThatDoNotExist and set its value to true.
4. Restart Premiere Pro. A log file named "Premiere Pro Log.txt' should now be generated at the following path:
   <User Drive>:\Users\<username>\AppData\Roaming\Adobe\Premiere Pro\25.0\logs

Once you see log file at above path, please try Generative Extend again, and share the updated log file.

Thanks for your patience!

[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

[Anil98A4]

Hi @jonathan_9320 ,

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 !