Re: Bridge Photo Downloader Not Working Properly

Rahul Saraogi · ‎May 14, 2024

Hello @nygal77 Thank you for reporting the issue. CF Express card not recognising in Adobe Photo Downloader when it is connected through a card reader is a known issue and it is added in our engineering pipeline. You can still access the contents of your CF Express card in Adobe Photo Downloader On Windows, enable auto play settings for Bridge <version>. Please check at Control Panel->Hardware and Sound-> AutoPlay for removable drive and Memory Card Windows->Search->AutoPlaySettings Directly connect your camera with CF Express card to the machine and access the contents of CF Express card in Adobe Photo Downloader Please let us know if that resolves the issue for you. Thanks, Bridge Team

Rahul Saraogi · ‎Mar 22, 2024

Hello, Thank you for reaching out to us. To better investigate the issue, could you please share the following information: 1. Bridge version on which you are facing the issue 2. Machine details 3. Video recording / screenshot of the issue 4. If possible, could you please share some sample files with sharewithbr@adobe.com We might reach out to you for further information, if needed but it would be helpful if you can share the asked information. Thanks, Bridge Team

Rahul Saraogi · ‎Feb 03, 2024

Hello, Thank you for reporting the issue with us. The issue was added in our engineering pipeline and we are actively investigating the issue for the upcoming Beta releases. Thanks, Bridge Team

Rahul Saraogi · ‎Dec 14, 2023

Hello @jo-annl48530853 Thank you for sharing the details. One of our team members will reach out to you with next steps. Meanwhile, could you please check and confirm if signing out from app and signing in again resolves the issue for you? Thanks, Bridge Team

Rahul Saraogi · ‎Dec 14, 2023

Hello @findcoop Thank you for reaching out to us. One of our team member will reach out to you with next steps. Meanwhile, could you please check and confirm if signing out from app and signing in again resolves the issue for you? Thanks, Bridge Team

Rahul Saraogi · ‎Dec 07, 2023

Hello @DVLOS Apologies for the inconvenience caused, but to better investigate the issue, could you please share the following with sharewithbr@adobe.com? 1. Are you available for a screen sharing session? If yes, could you please share your preferred time? 2. Can you please check if signing out and signing back in CCD and then launching Bridge is resolving the issue for you? 3. Machine details (hardware, os) 4. Have you recently installed or upgraded any software on your system. For e.g. VPN, any security software, etc. If yes, could you please check if disabling it is resolving the issue for you or not? 5. Are you managing softwares or your own or is their IT department handling it? 6. Since when you have started facing this issue? 7. Are you facing this issue on Bridge 2022, Bridge 2023 and Bridge 2024 all? Please mention the versions on which you are facing this issue 8. Please collect the logs using Adobe Log Collector tool 9. Are you trying to access the data on an external drive 10. In addition to the logs generated by Adobe Log Collector tool, please share the following Bridge specific settings Windows location Appdata - C:\Users\<username>\AppData\Roaming\Adobe\Bridge 2024 (all the content in this folder) Registry entry - Computer\HKEY_CURRENT_USER\Software\Adobe\Bridge 2024 Mac location Appdata - /Users/<username>/Library/Application Support/Adobe/Bridge 2024 (all the content in this folder) Registry entry - /Users/<username>/Library/Preferences/com.adobe.bridge14.plist Thanks, Bridge Team

Rahul Saraogi · ‎Dec 07, 2023

Hello, Thank you for reaching out to us. We really apologize for the inconvenince caused. To better investigate the issue, it is a request to all the users facing this issue to kindly share the following information at sharewithbr@adobe.com Can you please check if signing out and signing back in CCD and then launching Bridge is resolving the issue for you? Machine details (hardware, os) Have you recently installed or upgraded any software on your system. For e.g. VPN, any security software, etc. If yes, could you please check if disabling it is resolving the issue for you or not? Are you managing softwares or your own or is their IT department handling it? Since when you have started facing this issue? Are you facing this issue on Bridge 2022, Bridge 2023 and Bridge 2024 all? Please mention the versions on which you are facing this issue Please collect the logs using Adobe Log Collector tool Are you trying to access the data on an external drive In addition to the logs generated by Adobe Log Collector tool, please share the following Bridge specific settings Windows location Appdata - C:\Users\<username>\AppData\Roaming\Adobe\Bridge 2024 (all the content in this folder) Registry entry - Computer\HKEY_CURRENT_USER\Software\Adobe\Bridge 2024 Mac location Appdata - /Users/<username>/Library/Application Support/Adobe/Bridge 2024 (all the content in this folder) Registry entry - /Users/<username>/Library/Preferences/com.adobe.bridge14.plist Are you available for a screen sharing session? If yes, could you please share your preferred time? We might reach out to you to get more information but it would be helpful if you can share the asked details as early as possible. Thanks, Bridge Team

Rahul Saraogi · ‎Dec 07, 2023

Hello @John34113563fskn We are working on this issue but to better investigate the issue, could you please share the information asked in the earlier threads? Also, 1. Can you try signing out and signing in again through creative cloud desktop app and then launch Bridge? Please check if it resolves the issue for you? 2. We need to collect some logs from your system. Are you available for a screen sharing session? If yes, could you please share your preferred time? One of our team members will reach out to you with further guidelines. Thanks, Bridge Team

Rahul Saraogi · ‎Dec 06, 2023

Hello, We are actively working on this issue but to better investigate the issue, we need the asked information. 1. Are you facing this issue on Bridge 2022, Bridge 2023 and Bridge 2024 all? Please mention the versions on which you are facing this issue 2. Please collect the logs using Adobe Log Collector tool 3. Are you trying to access the data on an external drive 4. In addition to the logs generated by Adobe Log Collector tool, please share the following Bridge specific settings Windows location Appdata - C:\Users\<username>\AppData\Roaming\Adobe\Bridge 2024 (all the content in this folder) Registry entry - Computer\HKEY_CURRENT_USER\Software\Adobe\Bridge 2024 Mac location Appdata - /Users/<username>/Library/Application Support/Adobe/Bridge 2024 (all the content in this folder) Registry entry - /Users/<username>/Library/Preferences/com.adobe.bridge14.plist 5. Can you please check if signing out and signing back in CCD and then launching Bridge is resolving the issue for you? 6. Are you available for a screen sharing session? If yes, could you please share your preferred time? 7. Machine details (hardware, os) 8. Have you recently installed or upgraded any software on your system. For e.g. VPN, any security software, etc. If yes, could you please check if disabling it is resolving the issue for you or not? 9. Are you managing softwares or your own or is their IT department handling it? 10. Since when you have started facing this issue? Thanks, Bridge Team

Rahul Saraogi · ‎Dec 06, 2023

Hello @Jessica274900604ibj @jo-annl48530853 @defaultzc82n6gsi98q @David23363678ti1x - are you still facing this issue? We are actively working on this issue but to better investigate the issue, we need the asked information. Also, 1. Are you available for a screen sharing session? If yes, could you please share your preferred time? 2. Can you please check if signing out and signing back in CCD and then launching Bridge is resolving the issue for you? Thanks, Bridge Team

Rahul Saraogi · ‎Nov 30, 2023

Hello, Thank you for reaching out to us. To better investigate the issue, could you please share the ofllowing information 1. Are you still facing this issue? 2. Are you connected to the internet while opening Bridge? 3. At the time you are facing this issue, are you also facing the same when opening other Bridge apps like Creative Cloud Desktop? 4. Are you facing similar issue with older versions of Bridge and since when you start getting this error? 5. Please collect the logs using Adobe Log Collector tool 6. In addition to the logs generated by Adobe Log Collector tool, please share the following Bridge specific settings Windows location Appdata - C:\Users\<username>\AppData\Roaming\Adobe\Bridge 2024 (all the content in this folder) Registry entry - Computer\HKEY_CURRENT_USER\Software\Adobe\Bridge 2024 Mac location Appdata - /Users/<username>/Library/Application Support/Adobe/Bridge 2024 (all the content in this folder) Registry entry - /Users/<username>/Library/Preferences/com.adobe.bridge14.plist We might reach out to you to get more information. But to start with, it would be helpful if you can share the asked details at sharewithbr@adobe.com Thanks, Bridge Team

Rahul Saraogi · ‎Nov 29, 2023

Hello, Thank you for reaching out to us. We really apologize for the inconvenince caused. To better investigate the issue, it is a request to kindly share the following information at sharewithbr@adobe.com. You can upload/share the data using any hosting/file transfer service like OneDrive, WeTransfer, etc. 1. Machine details (hardware, os) 2. Have you recently installed or upgraded any software on your system. For e.g. VPN, any security software, etc. If yes, could you please check if disabling it is resolving the issue for you or not? 3. Are you managing softwares or your own or is their IT department handling it? 4. Since when you have started facing this issue? 5. Are you facing this issue on Bridge 2022, Bridge 2023 and Bridge 2024 all? Please mention the versions on which you are facing this issue 6. Please collect the logs using Adobe Log Collector tool 7. Are you trying to access the data on an external drive 8. In addition to the logs generated by Adobe Log Collector tool, please share the following Bridge specific settings Windows location Appdata - C:\Users\<username>\AppData\Roaming\Adobe\Bridge 2024 (all the content in this folder) Registry entry - Computer\HKEY_CURRENT_USER\Software\Adobe\Bridge 2024 Mac location Appdata - /Users/<username>/Library/Application Support/Adobe/Bridge 2024 (all the content in this folder) Registry entry - /Users/<username>/Library/Preferences/com.adobe.bridge14.plist We might reach out to you to get more information but it would be helpful if you can share the asked details as early as possible. Thanks, Bridge Team

Rahul Saraogi · ‎Nov 23, 2023

Hello @Ashwin33755825fhg5 Thank you for reaching out to us. We really apologize for the inconvenince caused. To better investigate the issue, it is a request to kindly share the following information at sharewithbr@adobe.com 1. Are you facing this issue on Bridge 2022, Bridge 2023 and Bridge 2024 all? Please mention the versions on which you are facing this issue 2. Please collect the logs using Adobe Log Collector tool 3. Are you trying to access the data on an external drive 4. In addition to the logs generated by Adobe Log Collector tool, please share the following Bridge specific settings Windows location Appdata - C:\Users\<username>\AppData\Roaming\Adobe\Bridge 2024 (all the content in this folder) Registry entry - Computer\HKEY_CURRENT_USER\Software\Adobe\Bridge 2024 Mac location Appdata - /Users/<username>/Library/Application Support/Adobe/Bridge 2024 (all the content in this folder) Registry entry - /Users/<username>/Library/Preferences/com.adobe.bridge14.plist We might reach out to you to get more information but it would be helpful if you can share the asked details as early as possible. Also, it is a request to update the thread if you have any update from your IT team. Thanks, Bridge Team

Rahul Saraogi · ‎Nov 23, 2023

Hello, Thank you for reaching out to us. We really apologize for the inconvenince caused. To better investigate the issue, it is a request to all the users facing this issue to kindly share the following information at sharewithbr@adobe.com 1. Machine details (hardware, os) 2. Have you recently installed or upgraded any software on your system. For e.g. VPN, any security software, etc. If yes, could you please check if disabling it is resolving the issue for you or not? 3. Are you managing softwares or your own or is their IT department handling it? 4. Since when you have started facing this issue? 5. Are you facing this issue on Bridge 2022, Bridge 2023 and Bridge 2024 all? Please mention the versions on which you are facing this issue 6. Please collect the logs using Adobe Log Collector tool 7. Are you trying to access the data on an external drive 8. In addition to the logs generated by Adobe Log Collector tool, please share the following Bridge specific settings Windows location Appdata - C:\Users\<username>\AppData\Roaming\Adobe\Bridge 2024 (all the content in this folder) Registry entry - Computer\HKEY_CURRENT_USER\Software\Adobe\Bridge 2024 Mac location Appdata - /Users/<username>/Library/Application Support/Adobe/Bridge 2024 (all the content in this folder) Registry entry - /Users/<username>/Library/Preferences/com.adobe.bridge14.plist We might reach out to you to get more information but it would be helpful if you can share the asked details as early as possible. Thanks, Bridge Team

Rahul Saraogi · ‎Nov 21, 2023

Hello @ttoomuch We really appreciate all your inputs and your help/inputs for debugging the issue. We are able to reproduce the exact issue in one of the scenario but with a minor different setting than the file which you have shared earlier. We are still trying to reproduce it with the file which you have shared. We are working on the issue and will share an update. Thanks, Bridge Team

Rahul Saraogi · ‎Nov 17, 2023

Hello @ttoomuch Thank you for taking out time and sharing the important infomation. We are looking into the issue and will share an update. Thanks, Bridge Team

Rahul Saraogi · ‎Nov 16, 2023

Hello @ttoomuch Thank you for sharing the details. We have received your email and investigating the use case you described. We might reach out to you to get more information, if needed. Thanks, Bridge Team

Rahul Saraogi · ‎Nov 16, 2023

Hello @PATRICIA2728411268hz Thank you for reaching out to us. To better investigate the issue, could you please share the following information: 1. Bridge version on which you are facing this issue 2. Video recording of the issue We may reach out to you to get more information, if needed. Thanks, Bridge Team

Rahul Saraogi · ‎Nov 15, 2023

Hello @ttoomuch Thank you for reaching out to us and apologies for the inconvenience caused. To better investigate the issue, could you please share the following information: 1. Batch rename settings file which you are using to rename the files. You can find the file here -> /Users/<username>/Library/Application Support/Adobe/Bridge 2024/Batch Rename Settings 2. Type and number of files on which you are facing the issue 3. Starting which version of Bridge you start facing this issue? We might reach out to you for further information, but it would be helpful if you can share the asked details here or with sharewithbr@adobe.com Thanks, Bridge team

Rahul Saraogi · ‎Nov 14, 2023

Hello @johnsoneric, Thank you for sharing the output templates. It seems, the shared templates were created by a non supported and older version of Bridge, as the latest versions support and expect some other format. We apologize for all the inconveniece caused to you. I tried to update these templates in the expected format. Could you please place the shared attached files in the output templates folder in mac and windows both and check if those are loading for you? If yes, please feel free to share the json files and I will convert them in the acceptable format. For other issues you reported, I will check them and connect within the team here. We will reach out to you in case of any update or information required. Thanks, Bridge Team

Rahul Saraogi · ‎Nov 14, 2023

Hello @johnsoneric Thank you for sharing the asked details and apologies for the inconvenience caused. We are investigating the shared information. Output templates not migrating from Bridge 2023 to Bridge 2024 (14.0.0.102) was a known issue and it is fixed with 14.0.1.137. You should now have an update option available in Creative Cloud to update the version of Bridge from Bridge 2023. Also, it would be helpful if you could share the output template on which you are facing the issue. Windows location Appdata - C:\Users\<username>\AppData\Roaming\Adobe\Bridge 2024 Registry entry - Computer\HKEY_CURRENT_USER\Software\Adobe\Bridge 2024 The screenshot of output templates which you shared over email has json files. Could you please share which version of Bridge you used to create those json output templates? Could you please share these files also? Thanks, Bridge Team

Rahul Saraogi · ‎Nov 14, 2023

Hello @PhotoSeb Thank yo for reaching out to us. To better investigate the issue, could you please share the following: Machine details (hardware + OS) Bridge 13 (2023) and Bridge 14 (2024) versions Please confirm that the issue you are facing with Bridge 2024 is not reproducible with Bridge 2023 Please confirm if a keyword, say, "Bird" is applied in Bridge 2024 on an asset and when you open the same asset in Bridge 2023, "Bird" keyword is not available for the same asset Please share the complete app data folder Win - C:\Users\<username>\AppData\Roaming\Adobe\Bridge 2024 Win - C:\Users\<username>\AppData\Roaming\Adobe\Bridge 2023 Mac - /Users/<username>/Library/Application Support/Adobe/Bridge 2024 Mac - /Users/<username>/Library/Application Support/Adobe/Bridge 2023 Registry entries Win - Computer\HKEY_CURRENT_USER\Software\Adobe\Bridge 2024 Win - Computer\HKEY_CURRENT_USER\Software\Adobe\Bridge 2023 Mac - /Users/<>/Library/Preferences/com.adobe.bridge14.plist Mac - /Users/<>/Library/Preferences/com.adobe.bridge13.plist Video recording of the issue Test files on which you are facing the issue Please share all the required details with sharewithbr@adobe.com We might reach out to you to get more information. Thanks, Bridge Team

Rahul Saraogi · ‎Nov 13, 2023

Thank you @konrad79 for sharing the details. We are able to reproduce the issue at our end with the asset you shared and added it to our engineering pipeline. Thanks, Bridge Team

Rahul Saraogi · ‎Nov 09, 2023

Hello @johnsoneric Thank you for reaching out to us. Apologies for the inconvenience caused. To better investigate the issue, could you please share the following information 1. Please confirm if the Bridge version is 14.0.1.137 2. Please confirm the old version i.e. Bridge 2022 or Bridge 2023 where you had created the contact sheet and it was not migrated to Bridge 2024 3. As you mentioned that even after copying the contact sheet, it is not coming up in 14. From which version of Bridge you are copying the contact sheet? 4. Please confirm if you got the option to migrate the preferences from old version of Bridge to Bridge 2024 4. Please share the the custom preset which is not migrated to Bridge 14 5. Please share the plist file located at /Users/<username>/Library/Preferences/com.adobe.bridge14.plist /Users/<username>/Library/Preferences/com.adobe.bridge13.plist /Users/<username>/Library/Preferences/com.adobe.bridge12.plist 6. Please share the log file /Users/<username>/Library/Application Support/Adobe/Bridge 2024/BridgeLog.log Please share all the details with sharewithbr@adobe.com We might reach out to you for further information or a screen sharing session. It would be helpful if you can share your preferred time slot so we will schedule the session accordingly. Thanks, Bridge Team

Rahul Saraogi · ‎Nov 09, 2023

Hello @troyjack Thank you for reaching out to us. Apologies for the inconvenience caused. To better investigate the issue, could you please share the following information 1. Please confirm if the Bridge version is 14.0.1.137 2. Please confirm if you got the migration the dialog while launching 14.0.1 for the first time and you choose to migrate the preferences from Bridge 13 to Bridge 14 3. Before installing 14.0.1, did you have any other version of Bridge 14 installed on the machine? 4. If you manually copy the preset from /Users/<username>/Library/Application Support/Adobe/Bridge 2023/OutputModule/ContactSheet/UserTemplate to /Users/<username>/Library/Application Support/Adobe/Bridge 2024/OutputModule/ContactSheet/UserTemplate then is it showing up in Bridge 2024? 5. Please share the the custom preset which is not migrated from Bridge 13 to Bridge 14 6. Please share the plist file located at /Users/<username>/Library/Preferences/com.adobe.bridge14.plist and /Users/<username>/Library/Preferences/com.adobe.bridge13.plist 7. Please share the log file /Users/<username>/Library/Application Support/Adobe/Bridge 2024/BridgeLog.log Please share all the details with sharewithbr@adobe.com Workaround: 1. Manually copy contact sheets from /Users/rsaraogi/Library/Application Support/Adobe/Bridge 2023/OutputModule/ContactSheet/UserTemplate to /Users/rsaraogi/Library/Application Support/Adobe/Bridge 2024/OutputModule/ContactSheet/UserTemplate OR 2. Take backup of Bridge 2024 plist - /Users/<username>/Library/Preferences/com.adobe.bridge14.plistand Bridge 2024 appdata /Users/<username>/Library/Application Support/Adobe/Bridge 2024 and delete both the files. Now relaunch Bridge 14.0.1, you will get the option to migrate the preferences. We might reach out to you for further information or a screen sharing session. It would be helpful if you can share your preferred time slot so we will schedule the session accordingly. Thanks, Bridge Team

Rahul Saraogi · ‎Nov 09, 2023

Hello, Thank you for reaching out to us. To better investigate the issue, could you please share the following information 1. Are you facing the issue with the latest version of Bridge 2024? 2. Machine details 3. Please share the assets on which you are facing the issue with sharewithbr@adobe.com We might reach out to you for further information. Thanks, Bridge Team

Rahul Saraogi · ‎Oct 15, 2023

Hello @andrewl97447952 Thank you for reaching out to us. With the information provided in the earlier thread, we were able to reproduce the issue and added it to our engineering pipeline. But it is still helpful if you can share the following information: System details Files present at this location with sharewithbr@adobe.com Mac - /Users/<UserName>/Library/Application Support/Adobe/Bridge <version>/Batch Rename Settings Windows - appdata/Roaming/Adobe/Bridge <version>/Batch Rename Settings Screen recording of the issue Locale of the system and Bridge Values of the registry entries - BatchRenameLastUsedPresetDisplay, BatchRenameLastUsedPreset Mac - /Users/rsaraogi/Library/Preferences/com.adobe.bridge14.plist Win - Open registry editor -> Computer\HKEY_CURRENT_USER\Software\Adobe\Bridge <version>\Preferences We might reach out to you for further information around the issue. Thanks, Bridge Team

Rahul Saraogi · ‎Oct 10, 2023

Hello @konrad79 Thank you for reporting the issue. We are able to reproduce it at our end and added it to our engineering pipeline. Thanks, Bridge Team

Rahul Saraogi · ‎Oct 09, 2023

Hello @Ciro32330216uywa Thank you for sharing the information. We are able to reproduce the issue with the batch rename settings you shared and added the issue to our engineering pipeline. Thanks, Bridge Team

Rahul Saraogi · ‎Oct 05, 2023

Hello @olivierMG Thank you for reaching out to us. To toggle caption in full screen, please press "C". If you want to change the shortcut, please use the Edit -> Keyboard Shortcuts option. Then search for the commad "Show / Hide Caption" and update it as per the need. Thanks, Bridge Team

Rahul Saraogi

Rahul Saraogi

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