Video image will not load - Android upload

[Andrea29581150996j]

Hello!

when I upload a 1080x1920 mp4 file to Rush (desktop), only the sound fully uploads. The accompanying image is only a black screen. File size doesn't seem to matter but for the record the current file is 470MB.

I'm using an Android device and downloading from Google Photos. This issue only began about six or seven months ago, to the best of my recollection, and I'm using the save devices. Help!

[Kevin-Monahan]

Hello @Andrea29581150996j.

Thanks for your message. You may be attempting to import a video file that Rush cannot understand. It might be HDR, for example. You might try adjusting camera settings to plain old H.264 and not H.264 with HDR. Let us know if that works. Sorry for the issue.

Thanks,
Kevin

[Andrea29581150996j · Accepted solution]

Hi Kevin! I ended up contacting Adobe support and the wonderful Mohammed said it might be a copy-and-paste issue wherein the entire file doesn't make it over to my desktop. He also suggested I run my files through Handbrake if I have the issue again. So far, so good! But I will keep in mind to not record to HDR moving forward. Thanks!