HD Stock Videos Licensing Errors

New Here ,
Apr 12, 2018 Apr 12, 2018

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Help! I'm trying to license 11 HD stock videos and suddenly the process stopped working. The first 7 downloaded fine, but none of the last four will download. I keep getting the error in the image. I've rebooted, logged in and out of my account, tried downloading from Chrome and Explorer browsers instead of through Premiere, everything I could think of short of resetting preferences/clearing caches.

I was just saying how slick this integration is with Premiere when the whole process stopped. It's very unlikely I'll use Adobe Stock again if it's this much of a PITA to get the assets when the job is approved. Can anyone please help?? Thanks, Brian

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Adobe Employee ,
Apr 12, 2018 Apr 12, 2018

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Hello Brian,

Please confirm that you are receiving confirmation messages for your purchases. If there is an issue you should receive a message regarding why the orders aren't going through. If you have further questions please contact Adobe Customer Support

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New Here ,
Apr 12, 2018 Apr 12, 2018

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Yes, I received confirmation emails for each of the successful licensing transactions. Then the licensing process just stopped working. Very strange and very annoying.

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New Here ,
Apr 12, 2018 Apr 12, 2018

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Also, I don't understand what you mean by contact Customer Support. That's how I got to this forum. It's the only option available through Customer Support that I've found so far. Is there live chat? I can't find it.

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Adobe Employee ,
Apr 12, 2018 Apr 12, 2018

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Hi Brian,

I'm sorry the hear that. I'm looking into your issue. I will send you a private message when I have more information.

EBQ

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Adobe Employee ,
Apr 13, 2018 Apr 13, 2018

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Hello Brian,

I was able to investigate your issue and have sent you a private message.

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