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

[anhutt]

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?

[anhutt]

@Contributor1 

[Contributor1]

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.

[Abambo]

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