It won't allow me to download 4k video assets once purchased

[Nicholas33013381rt8l]

It currently isn't allowing me to download 4k video assets for stock video purchases but I can get the 1080 versions just fine. Is there a solution to this or am I just stuck upscaling 1080 footage?

[Riya123]

hi @Nicholas33013381rt8l , could you please let us know what error you are seeing for 4k and if possible share a screenshot of the issue.

[Nicholas33013381rt8l]

There isn't an error code and it really isn't possible to screenshot it, the only way to describe it is when I click on downloading the 4k version it'll add it to my library but won't download it onto my desktop but when I choose the HD version it'll add it to my library and download it to my desktop. 

[Riya123]

If you have licensed 4k file , you should be able to download it again for free from license history option provided under your profile dropdown. Could you try and see if that works for you? Thanks

[Abambo]

It may well be a cache problem. Try what @Riya123 suggested, if that does not work, clear the cache and the proxies and try again. If that does not work try a different browser. 

From the user's point of view, there is no difference between downloading a 4k video or an hd video, except the size. As you have licensed the video, Adobe will allow you to download it.

[Nicholas33013381rt8l]

Tried both and it isn't allowing it to be downloaded at all on Chrome or safari after cache was cleared.