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lisa24270157sbh0
Participating Frequently
July 18, 2023
Answered

Laptop can’t find video uploaded from phone even though synchec

  • July 18, 2023
  • 1 reply
  • 846 views

I have installed creative cloud on my phone and laptop & just started to use adobe rush on my phone. I can upload video clips from my phone to create a new video but on my laptop I can see the video has been created but it cannot find the individual clips from my phone. They come up as a red box with an exclamation mark inside. I have synched the phone and the laptop and both have the icon next to them to show that they are being saved to the creative cloud. I don't understand why I can't see the video clips on my laptop. Any help would be greatly appreciated. 

    This topic has been closed for replies.
    Correct answer Kevin-Monahan

    The issue started quite a few months ago though. It hasn't been a recent problem. It was before the summer. I phoned the helpline and had several people try to help but they never resolved it. I really want to be able to use the desktop version. Particularly as I now also have an issue with the mobile app that keeps shutting itself off. I think this is an issue that other people are experiencing from looking at the chat.

    someone in the helpline suggested that I had to upload all of the videos to my laptop as well as to my phone but I knew that couldn't be correct. 
    I will be very grateful if you can help to resolve the problem for me. Thank you 


    Hi @lisa24270157sbh0,

    That is a problem, indeed. I have a feeling that even though the phone indicates that sync is set up, your phone is not synching to Creative Cloud for one reason or another. That is likely the reason your computer is not finding the files. Do you have a robust wireless network to sync the files? Are any files being synched from the device to Creative Cloud at all? Have you tried signing out and signing back in to Creative Cloud on all devices and computers? Let me know.

     

    Thanks,
    Kevin

    1 reply

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    July 26, 2023

    Which Rush plan are you on, @lisa24270157sbh0? Let us know.

     

    Thanks,
    Kevin

    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
    L
    lisa24270157sbh0Author
    Participating Frequently
    November 23, 2023

    Hi

    I'm sorry but I'm not sure what you mean? I don't have a Rush plan? My plan is Creative Cloud All apps 100gb

      Kevin-Monahan
      Community Manager
      Kevin-MonahanCommunity Manager
      Community Manager
      November 28, 2023

      Hi

      My computer is Medion model E6435 Notebook PC. 
      My phone is an iPhone 12 Pro Max 


      Which version of iOS are you on with your iPhone, @lisa24270157sbh0? Is it 17.1?

       

      Thanks,

      Kevin

      Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
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