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AdminJeff A (Ch Quality Engineer, Adobe DVA)

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  1. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Do you recall if the Creative Cloud apps were installed using an earlier package from your IT department (e.g., an SDL package of Creative Cloud All Apps that contained a version of Character Animator 22.4 or earlier)? If so, we've heard of a related issue that upon updating to Character Animator 22.5 or later (i.e., the one that started including Starter mode), it incorrectly blocked access to Pro mode. The solution in that scenario was to create a newer SDL package of Creative Cloud All Apps that included a newer version of Character Animator (22.5 or later). Please check with your IT department to see if this might be a possible workaround. Thanks.

  2. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Do you have a sample .puppet file exported from the app (File > Export > Puppet) that reproduces this issue? Thanks.

  3. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Can you clarify where you're clicking them? From the app's Home screen? Or are you double-clicking a .puppet file from your desktop to import them?

  4. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Is that background part of the puppet's artwork? i.e., if you switch to the Rig workspace, is that same background appearing in the Puppet panel? if so, that background layer can be hidden by toggling its eyeball in the Puppet panel.

  5. 2 votes

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    In the Rig workspace, and the Controls panel in Layout mode, you should be able to drag a puppet layer onto one of the trigger icons in the Controls panel to use that layer's artwork as the icon.

  6. 3 votes

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Characterizer? From the File menu, choose Open Characterizer.

  7. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Are you on the latest version (22.5) of Character Animator? And are you on Windows or macOS?

    If you open Character Animator's Preferences dialog box, in the Audio Hardware section, do the settings look correct for Default Output, etc.? If you can change them, click OK, then change them back to the intended setting, does audio now play back?

  8. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    If you are in Starter mode (see the App mode button in the upper-right corner of the app window to see which mode you're in), Starter mode allows only importing of .puppet files.

    If you are in Pro mode, it should allow you to import .psd and .ai files.

  9. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Sorry that it's locking up. Can you provide some additional information, such as your OS version, version of Character Animator, and if there are any other apps running (especially if they can also play back or record audio)?

    Also, if you go into Character Animator's Preferences > Audio Hardware pane, are all the settings correct for what you expect your audio hardware to be?

    Thanks.

  10. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Also mention in the community forum if the issue started happening immediately after updating from an earlier version of Character Animator to 22.5, or if version 22.5 working fine but then stopped?

    if you go to the account page (https://account.adobe.com/), what does it show as "Your plan"?
    Are you using an individual, student, or work account?

    Thanks.

  11. 3 votes

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    If you select the puppet in the Project panel, the Properties panel shows the path to the source artwork file. Click the blue hyperlink, then select the replacement artwork.

    If you have a puppet track in the Timeline panel and want to replace it with a different source puppet from the Project panel, it's similar to what you'd do in After Effects. With the puppet track selected, hold down Option/Alt while dragging a different source puppet (from the Project panel) onto the selected track in the Timeline panel. Alternatively, select the replacement puppet in the Project panel, then right-click above the puppet track's header (left side) and choose Replace with Selected Puppet in Project Panel.

    Hope that helps.

  12. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Does the Timeline > Insert Time menu command do what you want?
    More info: https://helpx.adobe.com/adobe-character-animator/using/refining-a-recorded-performance.html

  13. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Sorry that the app has been crashing for you. Can you provide a few more details to help us diagnose the issue?

    If you create a new project then import that static image with mouth set of visemes, does it crash then? Or is it only when trying to import into an existing project?

    If you try to launch Character Animator while holding down the Shift key (so that the current project's scenes/puppets aren't opened automatically), does importing the static image work?

    What's the specific version of Character Animator that you're using?
    What's your OS version?

    When it crashes, do you see an Adobe Crash Reporter dialog (not an Apple one, if you're on macOS) that allows you to specify your e-mail address? If so, and you're willing to submit a crash report with your e-mail address, we can then try to locate the crash report on our side to see if it's a known issue .

    Thanks.

  14. 2 votes

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    I'm glad there's a workaround for now, but it'd be helpful to have a copy of the project and puppet to diagnose/fix when you get a chance. Thanks!

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Try this:
    1. Launch Character Animator, then immediately hold down the Shift key as it's launching. This should open the project but not open any of the scenes in the Scene panel.
    2. If that works, see if opening the scene works.

    If that doesn't work, try this:
    1. Quit Character Animator.
    2. Locate the .chproj file on disk for the project you were using.
    3. Launch Character Animator with the Alt/Option key held down. This launches the app with a new project.
    4. Import the .chproj file into it.

    Does this allow the scene to open without error, and the puppet file to be imported into it?

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    We might need the project and puppet file you're trying to import to diagnose better. If you're willing to share a copy of them, feel free to archive the project folder and puppet file into a .zip file, then create a shared link via Dropbox, Google Drive, etc. to send to me via direct message on our community forum: https://community.adobe.com/t5/user/viewprofilepage/user-id/7653997

    Thanks.

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Does your project have keyframes?
    Is the puppet you're trying to import a .puppet file? Are you able to import that file into a new project/scene?

    If you create a new project then import the .chproj of your existing project into it, does it allow the puppet to be imported into it?

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Hi joel... What were you doing at the time that you see this error?

  15. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Are the tag names appearing in non-English only in the Puppet panel's canvas area, or also in the Properties panel?

    Does restarting the app or machine resolve the issue?

    If you look in the Creative Cloud desktop app's Preferences (click your avatar in the upper-right corner, then choose Preferences) then, click the Apps tab, does "Default install language" show as "English (North America)" some other value?

  16. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    The "(not fully supported)" means that in some of our early testing with the original Surface Book (1) the camera didn't perform as well in some of our testing as other cameras. You should still able to select the camera for use, and it might perform better in the newer Surface Book 3.

  17. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Is the built-in Camera app in Windows able to use the webcam?

    In the Camera & Microphone panel's menu, what does the webcam's name shows as?

    What's the webcam's make/model?

  18. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Can you provide more information about your computer make/model?

    Does your OS's built-in Camera app (e.g., Photo Booth on macOS, Camera app on Windows) recognize the camera?

  19. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    La versión 4.3 solo está disponible en Beta.
    La versión 4.2 es la última versión publicada (no Beta).

  20. 1 vote

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    AdminJeff A (Ch Quality Engineer, Adobe DVA) commented  · 

    Are there no panels that show up when you switch to Stream mode, or that there are panels but the Scene panel is blank? If the former, try choosing Window > Workspace > Reset "Stream" to see if the panels reappear. If the latter, do you see any controls in the lower-right corner of the Scene panel? If so, try Alt/Option-clicking the Refresh icon to see if that helps.

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