We have licensed a video, downloaded it, and it a) does not play locally, b) is not recognized as a file by any program, including the Adobe suite. How do we get a file that does work? Where do we report this?
Sorry about your difficulties. Please contact Adobe customer care for this. Update this thread if you can't get satisfaction. Adobe customer care can be contacted here: https://helpx.adobe.com/contact.html - click the small callout at the lower right of the screen and type "agent".
(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703)
Could you please provide the file ID of the video? Our content team can review the asset and determine what the issue is however you should still contact customer care for additional assistance.