Red screen

[Jennifer31826147qlkt]

I have the dreaded red screen on all the media I tried to sync thru the cloud to my desktop from my phone. I wasn't able to access the media on my desktop - it shows the files but all of them have a red screen with an exclamation point.  The files are still on my phone in Rush and don't appear to be affected, but nor do they resync even if I make changes (I still get the red screen on the desktop). The cloud shows my files on the home page, but then when I go to files, it says I don't have any mobile projects or synced files. If I go back to home and click on a file, it says it is unavailable on the cloud. I don't get it, my first few projects worked fine. What am I doing wrong?

[Kevin-Monahan]

Hi @Jennifer31826147qlkt,

I read your report. Sorry for the hassle. Which subscription package do you have that includes Rush?

Thanks,
Kevin

[Jennifer31826147qlkt]

Kevin,

I have a student account with all the apps.  Also, my cloud storage has plenty of room.

[Kevin-Monahan]

Hi @Jennifer31826147qlkt,

I thank you for your response. I hope you're well today.

Thanks for the info about your subscription. You should not have problems syncing between your mobile device and your desktop computer, especially if it worked before. Has anything changed on your system since it last worked? Did you update your OS, for example?

I have run into similar issues when shooting a lot of 4K and assembling long sequences. That can sometimes take a day or two for all the files to eventually sync up. It can be really slow on a slow network. If you have access to a high speed network, that would help.

If this doesn't sound like your case, you can contact us directly for one-to-one support: https://helpx.adobe.com/contact.html

The chat pod is in the lower-right corner. Do be sure to ask for the "video queue" for help. That will help guide our team to the specialists that can help you troubleshoot directly. Please allow the digital video specialists to take over your computer to troubleshoot. Let us know what they say or do. I hope you can get assistance with this frustrating problem. Take care.

Thanks,
Kevin