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Unable to open media

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James Hoppe
Unable to open media
on Sep 11, 2014 at 4:31:47 pm
Last Edited By James Hoppe on Sep 11, 2014 at 10:00:06 pm

This is a repost from the Creative Cloud forum:
One of our users has an issue in Premiere Pro CC when opening SOME media files. If she disables the Cloud portion of the software the files open properly. Windows 7 Pro, the latest version of CC and Facilis media storage. Any ideas?

Note: It does NOT seem to be a codec issue or a problem with pulling the file across the fiber from the Facilis.

Here is a screenshot:



James Hoppe
WILX-TV
Engineering


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Angelo Lorenzo
Re: Unable to open media
on Sep 15, 2014 at 7:03:51 am

How is the "cloud" portion being disabled? Adobe apps don't rely on connectivity for functionality. Sounds like the Creative Cloud manager app might be triggering some sort of firewall issue; if it's reading a corrupt file, it might not be receiving all the data packets over the network. Have you had IT test it by disabling the firewall locally or over the fiber network?

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James Hoppe
Re: Unable to open media
on Sep 16, 2014 at 3:46:15 pm

The user is stopping the manager app in the task bar. The local firewall is completely turned off, which absolutely THRILLS Win7 of course.

What does the Cloud Manager do? Yesterday the user told it to NOT start with Windows and has had NO problems opening files.

James Hoppe
WILX-TV
Engineering


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