Troubleshooting

Common Issues

Installation Failed

If the Brevidy installer fails, the most common cause is that Adobe Creative Cloud Desktop is not installed yet. The installer uses Adobe's plugin installer under the hood, so Creative Cloud Desktop and Premiere Pro must be installed first.

Steps

  1. Install Adobe Creative Cloud Desktop and Premiere Pro.
  2. Run the Brevidy installer again.

Still failing?

The installer writes a log file that tells us exactly what went wrong. Send it to us and we'll get you unblocked quickly:

  • Mac: /Library/Logs/Brevidy/installer.log
  • Windows: C:\ProgramData\Brevidy\installer.log

On Mac you can open the folder by choosing Go > Go to Folder... in Finder and pasting /Library/Logs/Brevidy. On Windows, paste C:\ProgramData\Brevidy into the File Explorer address bar (the folder is hidden by default).

Attach the log file to your support message — it usually pinpoints the failure immediately.

Windows SmartScreen Warning

When you run the Brevidy setup .exe on Windows, SmartScreen may show a "Windows protected your PC" screen. This is expected for newly released installer versions — the installer is signed by Plugin Play LLC.

Steps

  1. Click More info on the SmartScreen dialog.
  2. Click Run anyway.
  3. When the security (UAC) prompt appears, confirm it shows Brevidy with publisher Plugin Play LLC, then click Yes.

Brevidy Isn't in the Extensions Menu

If the installer finished but Brevidy doesn't appear under Window > Extensions in Premiere:

  1. Fully quit Premiere Pro (don't just close the project window) and reopen it. Premiere only scans for new extensions on launch.
  2. Make sure you're running a recent version of Premiere Pro from Creative Cloud Desktop.
  3. Look under Window > Extensions — Brevidy is listed alphabetically.
  4. If it's still missing, run the Brevidy installer again, then restart Premiere.

Still stuck? Send us the installer log (paths above) and we'll get you sorted.

Font Rendering Issues

If you notice that certain characters in your captions appear in different fonts than what you selected, this can happen when After Effects encounters a known bug with font caching and text rendering.

Symptoms

  • Some characters appear in a different font than what you selected
  • Font changes appear random and inconsistent
  • Changes to font settings don't apply to all characters

Solution

To fix this issue, you'll need to clear Premiere's media cache:

  1. Open Premiere
  2. Go to File > Close All Projects
  3. At the Premiere home screen, go to the Premiere menu (Mac) or Edit menu (Windows)
  4. Select Preferences > Media Cache
  5. Click Remove Media Cache Files Delete
  6. Select Delete All Media Cache Files
  7. Click OK to confirm
  8. Premeire Pro will restart and the issue should be fixed.

Make sure to save your project before clearing the cache, as Premiere will need to restart.