I was enhancing a .mov video when an update came in. I began the upgrade. when it completed, I tried to re-load the same .mov file and got
error loading 1 file:
The following files could not be loaded. Please ensure they are valid video or image files, or convert your file to one of our supported types.
You can find a full list of supported file types at our website: (link)
This message has happened for a few users, and is being looked into by the team, as in most cases it is incorrect, and the file is a supported file. The issue is more that the file path being accessed is invalid, blocked, or not being correctly read by the app. We have seen that if the file is moved to the local drive the video can be imported.
Can you grab the logs and send in to the support team for review? help@topazlabs.com
To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.
Here is a video to help with the steps of how to collect the logs.
