FILE #: 517992007 will not download and when I try to open with After Effects is says it is damaged

[StormGazerDesigns]

Three friends ride their electric bicycles up to the edge of a grassy hill and high five at sunset. Mountain bikers celebrate at sunset after a successful mountain biking journey in scenic Slovenia. 

By helivideo

https://stock.adobe.com/video/three-friends-ride-their-electric-bicycles-up-to-the-edge-of-a-grassy-...
FILE #:  517992007

When I click to download the video I receive an error. So I tried to have it open in the after effects app and it said the file was damaged 

[Jill_C]

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:

https://helpx.adobe.com/support/stock.html

[StormGazerDesigns]

here's how that conversation went:

Ok. I'll connect you to an agent who can pick up where we've left off.

Your estimated wait time is currently less than one minute.

We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.

You are now connected to Navneet, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

You:(10/26/22, 12:40:37 PM EDT): https://stock.adobe.com/video/three-friends-ride-their-electric-bicycles-up-to-the-edgeof-a-grassy-.... #: 517992007 When I click to download the video I receive an error. So I tried to have it open in the after effects app and it said the file was damaged

Navneet

Hello Rebecca, I'd be happy to help you today, let me first pull up your account information and access your details.

You:

error2.jpg

File uploaded successfully

error1.jpg

File uploaded successfully

Navneet 

We will be happy to help you with Stock query. It is taking longer, apreciate your patience.

You: okie dokie

Navneet

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.

12:48 PM

You: so why can't after effects open it from the website?

Navneet: 

Let me transfer you to a Technical Support specialist who can help better.

You: ok

Your estimated wait time is currently less than one minute.

Connecting you with a specialist as soon as possible.

Navneet has left the conversation.

You are now connected to Sandeep, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

Sandeep: 

Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

You: ok, if you go to this free adobe stock video https://stock.adobe.com/video/three-friends-ride-their-electric-bicycles-up-to-the-edge-of-a-grassy-...

and try to download it, it errors.

error2.jpg

File uploaded successfully

if you then pick the option to open in an adobe app such as after effects it errors and says it is damaged

error1.jpg

File uploaded successfully

Sandeep: 

Thank you for the information Rebecca. Please allow me a moment to check screen shot.

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?

Sandeep: 

Thank you for the information Rebecca. Yes I have downloaded the screen shot which you have sent me. We have a dedicated team for Adobe Stock, please allow me a moment to transfer your chat to the dedicated team they will assist you better?

You: ok...

Your estimated wait time is currently less than one minute.

Connecting you with a specialist as soon as possible.

Sandeep has left the conversation.

You are now connected to Sachin, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

Sachin: Hello Rebecca, I'd be happy to help you today, let me first pull up your account information and access your details.

You: So if you go to this free adobe stock video https://stock.adobe.com/video/three-friends-ride-their-electric-bicycles-up-to-the-edge-of-a-grassy-...

Read Entire Message

and click the license for free option you will get this error

error2.jpg

File uploaded successfully

You: If you click the option to open in After effects or Premiere pro app you will also get an error

Sachin:

Hi, thanks for your patience, I've reviewed your chat history. Please allow me a moment to check.

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?

Sachin:

I am not authorized to download the stock files, however I have been getting similar issues recently so it looks like there is a temporary issue going on with the website. You may try to clear cache and cookies of your web browser and try after some time. I will keep your case open and will follow up with you via email.

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.

Sachin: 

Thank you for contacting Adobe Support.

1:13 PM

[Jill_C]

Not a very satisfying interaction - "try it again later" isn't really a solution...

[StormGazerDesigns]

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. 

[Abambo]

@Jill_C,

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.

[Jill_C]

When I click the "License for Free" blue button (on my Windows PC), nothing happens - no error message, no download.

[StormGazerDesigns]

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

[WendellaBee]

Hi @StormGazerDesigns,

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.