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Stock video wont open

New Here ,
May 08, 2020 May 08, 2020

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I have recently purchased and downloaded an adobe stock video. However, when I try and open the file I continually get an error message.  I have turned my computer and also ipad on and off however, it continually throws an error message.  My computer uses Windows10.  I need the video for an event tomorrow - can you tell me why it will not automatically open in quicktime?

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Adobe Employee ,
May 08, 2020 May 08, 2020

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Hi Leigh345,

Can you please provide the asset number for the file and also what program are you using to open it?

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New Here ,
May 08, 2020 May 08, 2020

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The order number is: Order number: ADB108581039AU  and file number is: FILE #:  339254705. I have the normal windows video program. However, I've also tried my ipad and it will not open on that either.

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Adobe Employee ,
May 08, 2020 May 08, 2020

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Hi Leigh345,

The Windows app may not be able to play the file due to a missing codec--this is a common problem. The file is a .mov file and can be played in Quicktime or Premiere Pro. You'll need an app that supports .mov files. If you aren't able to use the file and require a refund you'll need to contact customer care, https://helpx.adobe.com/contact.html, for assistance.

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