Photoshop.com does not process videos, Adobe tech support is useless

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  • Updated 7 years ago
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The people at Adobe feel that if they create a product like Photoshop.com and something goes wrong with the service, they do not have an obligation to answer my question or anybody's question.
The website is having problems processing videos it cannot possibly be my problem, but they refuse to tell me that there is a problem. I guess after dealing with them for 20 years I have come to expect such service. I was one of the first photographers to teach classes in Photoshop and I received no help from them in 1991 and so it continues.
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John Laferlita

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Posted 7 years ago

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John Laferlita

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Why is the processing of videos taking so long on the Photoshop.com website, like 12 hours to process a video when it used to take 1 hour.? This is the first time I have experienced this. The videos are all MPEG4. This just started happening this weekend

This reply was created from a merged topic originally titled
Photoshop.com website is really slow processing videos.
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Amreek, Employee

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Official Response
Hi John,

The videos that you upload on photoshop.com are processed by our servers for it to be play-able on the web.

Over the past few days there has been a surge in the no of videos being uploaded to photoshop.com which is causing a heavy load on these servers and hence the delay in 'processing' that you are observing.

Please be assured this is not a very regular occurrence. Once the entire queue will get processed things should be back to as it was.

Please let me know if you still see any issues.
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John Laferlita

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Thank you.
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Amreek, Employee

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Am glad i could answer
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Jan Fielding

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I uploaded too many videos by mistake and they have been processing for days. I would like to rectify the problem and delete them all so that I can do them one at a time. But when I try to delete them I get a message "I can not delete them while they are being processed". Surely there is a way to delete them and help with the backlog.
Thanks
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Amreek, Employee

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Give this a try

Add all your Processing videos to a new album. Delete the Album and Select "Also permanently delete all the items in this album from my library".

This should work.
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Jan Fielding

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Perfect, that worked, thank you very much. Can I also ask you what video format is the best one to use to upload video files to Photoshop.com so as to be processed the best and fastest?
Thanks again,
Jan
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Daniel Yang

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What video format(s) does photoshop.com recognize for uploading? I have a .wmv video that the upload wizard does not see.

Thanks,
Dan
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Amreek, Employee

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Following video formats are supported on photoshop.com

Video
AVI Movie (*.avi)
DV Stream (*.dv)
Flash (*.flv)
MPEG Movie (*.m1v, *.m2p, *.m2t, *.m2ts, *.m2v, *.m4v, *.mod, *.mp4, *.mpe, *.mpeg, *.mpg, *.mts, *.vob)
Mobile (*.3g2, *.3gp, *.3gpp)
QuickTime Movie (*.mov)
Windows Media (*.wmv)
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Daniel Yang

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At Photoshop.com. In one of my galleries. Clicked Upload. Clicked Choose files. No way to choose my .wmv file because it doesn't show up in the window. (using Windows 7)

Any other way to upload my .wmv video?

Thanks,
Dan
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Daniel Yang

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It was a Firefox 14.0.1 issue. I tried Internet Explorer and the .wmv file showed up in the Upload window. However, now it says it's "Oversized". :-(
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Amreek, Employee

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There is a limit to the size of files that can be uploaded from the web (200MB)

To upload files larger than that use the Express Uploader. You can find it here http://www.photoshop.com/tools#uploader

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