Videos will not open or load

[Allie31098884r91v]

My premier rush account will load, and open to the home page. But when I click on one of my video files, it takes me to a blank black screen and will not load. I have uninstalled and reinstalled, checked my storage, duplicated the videos, turned on sync, turned off sync......nothing is working! Please help I have over 25 videos I now cannot access because they will not open or load.  

[Kartika Rawat]

Hi there!

Sorry about the trouble. Which device are you using? Have you tried signing out and back into Creative Cloud? 

Let us know,

Thanks,

Kartika

[Allison313118239p8n]

I am using a dell. I have tried that, and it is still not working. It will boot up the app like it is going to work, I can see all video files, but it still will not let me open and edit them. 

[Kartika Rawat]

What's the source of the media files that are causing issues? Can you also share your system details (OS, CPU, RAM, GPU)? 

Thanks,

Kartika

[Kate313202355zjo]

I am having the same issue. When it saves to my computer it works. If I save it to my cloud it does not.

[Kate313202355zjo]

Not that I have the choice of where it saves.

[Kate313202355zjo]

Windows 10 11th Gen Intel(R) Core(TM) i7-11800H @ 2.30GHz 

16.0 GB RAM

OS is 19044.3208