Product support
Media Organizer troubleshooting.
Start with a copy of the project and record the exact host, operating system, product version, and error message. Do not test destructive cleanup on the only production file.
01
The panel does not appear
Restart the Adobe host, confirm the product was installed through the official release channel, and verify that the host version is listed as supported in the release notes.
02
Activation does not complete
Check the service status, confirm that the key belongs to Media Organizer, and verify the device limit. Do not repeatedly submit a key when the service reports a network error.
03
Preview or organization fails
Save the project, run Preview first, read every warning, and reproduce the issue in a small project copy. Keep the original source media unchanged until the result is verified.
04
Prepare a useful support request
Include product version, Adobe host and version, macOS or Windows version, steps to reproduce, the exact message, and whether the issue also occurs in a blank project.
FAQ
Frequently asked questions
Should I test cleanup on my only project copy?
No. Use a duplicate project and preserve the original media until the result is verified.
What information should a support request include?
Include product version, Adobe host and version, operating system, exact steps, and the complete error message without exposing a licence key.
What should I do during a licensing outage?
Do not repeatedly reactivate. The planned client uses an offline token and grace state so a temporary outage does not immediately disable the product.