Troubleshooting & help

Common issues

When I click Contact Us, I’m not able to sign in or my product isn't listed. How do I contact support?

If Adobe Presenter Video Express is not owned by your company or organization, you won’t see it listed under your Adobe ID. Chat with Adobe Customer Care.

What is the reason for low quality in Presenter Video Express video output?

Adobe Presenter Video Express requires a lot of processing power to record the screen and webcam videos simultaneously. The presenter video in particular is a lot more difficult to record. When the processing power is not sufficient, the Presenter video quality will be low. For more information, see troubleshooting and support

What are the content publishing options in Presenter Video Express?

You can publish Adobe Presenter Video Express content as HTML5 or MP4, to leading LMSs and video sharing sites like YouTube or Vimeo. For more information, see Publishing your video

Why do presentations appear jagged when I use side-by-side layout in Presenter Video Express?

Adobe Presenter Video Express uses certain features of the graphics card on your computer to render images in a better quality in side-by-side layout. The presentation appears jagged and the image is not rendered sharply if the graphics card does not meet the minimum requirements for Adobe Presenter Video Express. For more information, see Presentation appears jagged in side-by-side layout topic in troubleshooting and support

What is the difference between Presenter and Presenter Video Express?

Presenter Video Express enables you to record content using webcam, screen, or both webcam and screen together. Presenter tool lets you transform your PowerPoint slides into interactive eLearning content with assets and quizzes. 

Download & install

How do I purchase and install Presenter Video Express?

You can purchase either a subscription or a non-subscription version of Presenter Video Express. You'll need to sign in with an Adobe ID and password to complete the purchase and download the product. For help in  downloading and installing the app after purchase, see Find downloaded apps and files.

Why won't Presenter Video Express download?

Learn how to resolve download issues with Presenter Video Express and other Adobe apps.

Can I download a trial copy of Presenter Video Express?

Yes! You can download a trial version from the Adobe Downloads page. You'll need to sign in with an Adobe ID and password to download a trial. For detailed instructions, see this article on installing a trial.

How do I retrieve my Adobe ID or password?

Read these simple solutions to common Adobe ID and sign in issues to regain access to your account.

Account management

How can I change my password?

Sign in to your Adobe accounts page with your current Adobe ID and password. From there, click the Security & Privacy tab, and then click Change under Password. For more information on changing your password and other account information, see Manage your Adobe ID account.

How can I change my credit card info?

You can update your credit card information from your accounts page on See Payment in the Adobe Store | Online order and payment FAQ.

My trial expires soon. How do I convert it?

You can convert a trial version of Presenter Video Express to a subscription. Simply choose the subscription option on the Adobe Presenter Video Express page. For more information, see Subscription information and pricing in the Presenter Video Express FAQ.

How do I cancel my subscription? Can I still use the software I have?

You can cancel your subscription by contacting Adobe Support. If you cancel within 14 days, you receive a full refund. Otherwise, you are billed 50% of your remaining contract obligation. You will not have access to your subscription software after you cancel. For more information, see Subscription information in the Presenter Video Express FAQ.


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