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The members of this forum are not Adobe employees so we cannot help you with this problem. Use the Contact Us link at the bottom of this page to get help from Adobe:
here's how that conversation went:
Ok. I'll connect you to an agent who can pick up where we've left off.
You: okie dokie
Thank you for your patience. As checked you shared video file has not yet been successfully downloaded from Stock website. We will request you to try purchasing this asset once again after clearing your browser history.
You: so why can't after effects open it from the website?
and try to download it, it errors.
if you then pick the option to open in an adobe app such as after effects it errors and says it is damaged
Thank you for your time and patience Rebecca. Please try to download that file once again and then try to import. Please try these steps and let me know if issue still persists.
You: Yes, when I clicked License button I got the same error. I then clicked to have it open in Premiere Rush and was told there was and error, then tried to have it open in After Effects and was told the video has an error
Are you able to download it on your end?
and click the license for free option you will get this error
File uploaded successfully
You: If you click the option to open in After effects or Premiere pro app you will also get an error
I have checked and the file # 517992007 shows licensed under your account. However, we have been reported similar issue by other customer's. I would request you to please try after some time as there may be an unexpected maintenance going on for the Adobe Stock website.
You: all right. Could you check and see if you are able to download the file from your end?
You: ok. All cookies, cache, etc were cleared so that didn't fix it. But, I'll check back again in a few hours. Thank you for your time.
Not a very satisfying interaction - "try it again later" isn't really a solution...
Agreed, also the fact that they can't download their own stock products, even the free one?
If it's not still working later then I'll try support again to see if I can get a better response.
as it is a free asset, you could try it on your side. I tried on my iPad an I failed, but that could be the iPad. I even don't get a licence.
When I click the "License for Free" blue button (on my Windows PC), nothing happens - no error message, no download.
yea, I think it's a corrupted file that needs to be re-uploaded by the artist. But for some reason the adobe support doesn't want to hear that... they now want to remote to my computer to see it error
I apologize for the issues you are having with this file. We've received several reports that customers are not able to download videos in the vertical format and the engineering team is working to resolve this. Please choose another file, one that is not in the vertical format. You can omit vertical videos from your search results via the filters panel.