Project is taking a long time to load

[mint socket]

Hi all,

My issue started this morning while trying to replace one of the background assets. But as you see, it was still loading before it finally gave up and displayed the error message at the bottom.

I edited the recording to show the last 18 seconds.

Device: Samsung Galaxy A15
Assets: Linked assets from Photoshop
Connection: 5G
Current Mood: ☹️

[mint socket]

Same project on desktop without other cpu/memory-hogging apps running; same issue. I truncated the clip to < 20 seconds; it finally finished loading after ONE minute. The app crashed several times on mobile earlier.

[lyric mantle]

I'm sorry about this issue @mint socket and thank you (as always) for sharing the detail. I will share this with the rest of the team now

[weary siren]

@mint socket sorry you're having issues! Would you be willing to share the Express file with us to take a look? I'm curious about the linked assets used (how many, size, etc.). My e-mail is angutier@adobe if that works for you!

[mint socket]

Thanks, not a showstopper! I shared the mentioned project, plus a second one that seems to have the same issue. I'm on mobile and home wifi, but I still see the error message before the app crashes.

[weary siren]

Thanks @mint socket - I got both files and saw that when I first went to open them, they both got stuck in the loading screen (one for several minutes) but after refreshing the page - they both load normally.

One question - neither of these files seem to contain any linked assets. Were those removed?

[mint socket]

Thanks for investigating! The three background pieces in each scene in both videos are all linked assets I created in PS and imported via the library. I can tell by the linking icon in the corner when selecting them.

Here's what I see on the desktop when selecting the background assets.

[latent lodge]

hey @mint socket I'm on the express team, Thanks for sharing your project with me, I tried opening it and it loaded fine for me, are you using Chrome? I work on the timeline area of the product. Your project is AWESOME!! It's very creative and I'd love to pick your brain more in how you found the timeline experience to be. I noticed you timed a number of your assets on your second page of the project and would love to hear how that was for you.

[mint socket]

Thanks for checking! Yes, Chrome on the desktop, and everything had been loading for me, including mobile, before yesterday. Desktop finished loading after about a minute, while on mobile, it crashed after the error message appeared, as in my screen recording.

Thanks for the feedback. I'm happy to answer any questions.

[latent lodge]

Thanks @mint socket --- I'll reach out via email!

[mint socket]

I suspect it's the number of linked files (and file size?) in both projects. However, I would still like to hear about the findings and resolution options since I can't open them on my phone without the app crashing. Desktop still takes a while to open.

[latent lodge]

hey @mint socket can you try opening your project on mobile today? We released our official app today and I just tested it on my iPhone 12 mini and your project played back.

[mint socket]

The official app won't work on my phone until further notice. And yes, I tried opening the projects before replying this morning.
#1230636720756625438

[languid hinge]

Hey @mint socket! Me again 🙂 Can you try a few things for me in the beta app?

1. Can you try signing out of the beta app and signing back in; does your video start working?
2. Do any of your other video projects work? Is it just this one that's having playback issues?

Please give these a try in the beta app and not in your official app.

[mint socket]

I went through the steps, and both projects with linked assets are still not loading despite being on wifi. The other projects have no issue loading.

I'd happily share my library files for these or anything else that'll help.

[languid hinge]

Thanks @mint socket. FYI, we are working to hopefully get your device supported in the next week or two. I am hopeful this will allow you to migrate when ready and resolve your issues. Please stay tuned for further updates!

[mint socket]

Thanks! The update for the official app came through last night, faster than I expected. However, the same behavior persists in those two shared projects with linked assets, which is taking a long time to load (3 minutes and counting...) on desktop and, meanwhile, continuing to crash the app. I'm on wifi and the rest open fine.

I also logged out, cleared the app cache, logged back in, and it did nothing.

[languid hinge]

@mint socket glad to hear it came through! Would you mind sharing the project with my Adobe ID? [e-mail]

[mint socket]

Yep, done!

[languid hinge]

Thanks @mint socket! Will do some investigating; hope to get back to you with an update soon 🙂

[languid hinge]

hey @mint socket! Quick question, would you mind sharing your Adobe ID with me?

[mint socket]

Howdy. It's [e-mail]

[languid hinge]

thank ya @mint socket!