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Preview had the correct asset, but download, both 4K and HiDef, were black

New Here ,
Mar 19, 2024 Mar 19, 2024

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I downloaded Adobe Stock Asset #646290770 as a preview first. It worked well in the video so I licensed the 4K version. The Asset was 10s of nothing. So I licensed the HD version and the asset was also just 10s of black. How do I get the correct asset or get a refund?

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correct answers 1 Pinned Reply

Adobe Employee , Mar 20, 2024 Mar 20, 2024

Hello @anhutt, sorry for the poor experience with this type of asset. It might be possible to resolve the issue with an Apple ProRes codec for it to work on your device.

For a refund:
Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction. Also, if you don’t see the chat feature you may

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New Here ,
Mar 20, 2024 Mar 20, 2024

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Adobe Employee ,
Mar 20, 2024 Mar 20, 2024

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Hello @anhutt, sorry for the poor experience with this type of asset. It might be possible to resolve the issue with an Apple ProRes codec for it to work on your device.

For a refund:
Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction. Also, if you don’t see the chat feature you may need to accept all adobe cookies.

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Community Expert ,
Mar 21, 2024 Mar 21, 2024

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What is your OS? Did you try to play the video with VLC? This player plays virtually any video I have ever seen. https://www.videolan.org

ABAMBO | Hard- and Software Engineer | Photographer

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