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Duration of downloaded HD video is significantly shorter than posted.

New Here ,
Jan 22, 2019 Jan 22, 2019

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The duration of downloaded HD video is significantly shorter than posted on the AdobeStock site.

Item: AdobeStock_145802704 is posted as :17 but downloaded as :02.

Has anyone on the forum had a similar experience?

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correct answers 1 Correct answer

Adobe Employee , Jan 23, 2019 Jan 23, 2019

Hi Pat,

The video is corrupted and is a loop for 17 secs for the 2 sec video so we'll process the refund for you for the same.

Let me know if you still have issues.

Regards,

Sheena

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Community Expert ,
Jan 22, 2019 Jan 22, 2019

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Let twaritar3263062​ or Sheena Kaul​ look into this and decide on what to do.

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Jan 22, 2019 Jan 22, 2019

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Hello P. C.,

Is this a video you uploaded to Stock via the contributor site or a video you have licensed or downloaded?

EBQ

EBQ

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New Here ,
Jan 22, 2019 Jan 22, 2019

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Hi EBQ,

This was video that I licensed and downloaded.

PJC

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Adobe Employee ,
Jan 22, 2019 Jan 22, 2019

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Hi P. C.,

I took a look and it appears that video on the site is the same 2 sec video you downloaded looping over the 17 secs. I'll look into this further. Sheena or Twarita will be able to help you regarding your license purchase.

EBQ

EBQ

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New Here ,
Jan 22, 2019 Jan 22, 2019

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Hi EBQ,

Thanks for your attention, that was my experience as well. I hope to hear from them soon.

PJC

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Adobe Employee ,
Jan 23, 2019 Jan 23, 2019

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Hi there,

I apologize for the trouble caused to you. Let me report the same to the product team and see if I can get the complete video for you.

Appreciate your patience for the same.

Regards,

Sheena

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Adobe Employee ,
Jan 23, 2019 Jan 23, 2019

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Hi Pat,

The video is corrupted and is a loop for 17 secs for the 2 sec video so we'll process the refund for you for the same.

Let me know if you still have issues.

Regards,

Sheena

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New Here ,
Jan 23, 2019 Jan 23, 2019

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Hi Sheena,

Too bad about the video but thanks for resolving the issue. I'll be on the lookout for the refund.

-PJC

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Adobe Employee ,
Feb 01, 2019 Feb 01, 2019

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Hi Pat,

Apologize for the delay in responding.

I got a response from the team that since this purchase was not directly through Adobe we won't be able to provide the refund for the same.

Kindly reach out to the reseller from whom you originally made this purchase.

Regards,

Sheena

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