Hey there!

Before we get started, double check that you have activated the plugin by logging in. You can learn more about that here: https://help.motionarray.com/en/articles/2949238-activating-the-premiere-plug-in-and-removing-the-red-x

If you have logged in, but the Red X shows up intermittently on exports or renders, try the following steps:

  1. Please download and install the latest plugins here: https://motionarray.com/plugins/premiere-pro

  2. Delete render files by going to Sequence > Delete Render Files

  3. Clear Premiere's cache following these instructions (Pay special attention to clearing ALL cache): https://www.youtube.com/watch?v=yv4OuzVLwNo

  4. Clear Premiere's preferences by opening Premiere while holding Alt (option) and Shift. (Please Note - Resetting preferences will undo most of your customization such as length of your default transitions, brightness of the user interface, labels colors, changes that you've made to your audio hardware settings and more.)

One final note: the plugins require an active internet connection. If your internet connection is severed, the Red X will appear on your video.

If these steps do not resolve your issues, please contact our support team!

Thank you for being a member!

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