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J
J2thegrow
Participant
July 14, 2026

Adobe Express background removal not working

  • July 14, 2026
  • 24 replies
  • 149 views

When I try to remove the background of an image in Adobe Express I get the following message “ A We couldn't execute cutout filter service because of unknown internal service errors, please try again.” I have used Adobe Express for the last several months and it worked perfectly until the other day. I deleted the app and reinstalled it and it didn’t fix the issue. I had my wife download the Adobe Express app on her phone and it gave the same error message when trying to remove the background of a photo.

      24 replies

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      B
      Bary
      Participant
      July 17, 2026

      I am facing the same issue for quite sometime. And tried everything but no help from Adobe.

        Amitej S
        Community Manager
        Amitej SCommunity Manager
        Community Manager
        July 20, 2026

        Hi ​@Bary, please share the device make and model details if using a mobile device, or browser details if on a desktop, for us to investigate this! 

        L
        lakhvironline
        Participant
        July 17, 2026

        Hello,

        I am using Adobe Express Free on an iPhone 17 Pro Max with the latest iOS.

        The Remove Background feature worked perfectly until a few days ago. Now every image I upload (JPG, PNG, photos from my camera, and downloaded images) gives the same error:

        "Sorry, we are unable to remove the background from this image. Please try re-uploading your asset."

        I have already:

        • Reinstalled Adobe Express
        • Signed out and signed back in
        • Tried different images
        • Tried different browsers
        • Tried different internet connections

        The issue still occurs for every image. Could you please check whether there is an issue with my account or the background removal service?

        T
        ThomasWOB
        Participant
        July 16, 2026

        Same problem

        Amitej S
        Community Manager
        Amitej SCommunity Manager
        Community Manager
        July 16, 2026

        Hi ​@ThomasWOB ​@07dancergirl!

        Please share the required details in the highlighted post for us to investigate the issue. 

         

         

        T
        ThomasWOB
        Participant
        July 20, 2026

        Hi,

        I have two different iPhones on which I use Adobe Express. iPhone 11 and 16. Both have installed the most recent iOS version  as well as the most recent Adobe Express version.

        The background removal doesn’t work on both.

        You mentioned clearing the cache. I guess you refer to the browser version. Don’t you?

        Attached you find an example.

        Best

        Thomas

         

        0
        07dancergirl
        Participant
        July 15, 2026

        I am also having the same problem on the app 

          Amitej S
          Community Manager
          Amitej SCommunity Manager
          Community Manager
          July 14, 2026

          Hi ​@J2thegrow, Thank you for posting here.

          Could you please share the make and model of the devices you tested on, along with the OS version? I tried reproducing the issue on an iPhone running the latest iOS, and it seems to be working as expected.

          In the meantime, I'd recommend trying the same workflow on the Adobe Express web app so your work isn't interrupted.

          You could also try the following:

          • Switch to a different internet connection (for example, WiFi or mobile data) to see if the behavior changes.

          • Test with a different image, preferably a standard JPEG under 10 MP, to check whether the issue is specific to one image or occurs with all images.

          Let us know how it goes, and we'll be happy to investigate further.

          Tarun Saini
          Community Manager
          Tarun SainiCommunity Manager
          Community Manager
          July 13, 2026

          Hi ​@Tanya H,

           

          Welcome to the Adobe Express Community! We’re sorry to hear about this. Could you please let us know when you first noticed this issue? Can you share the screen recording of the issue?

          Did you try using the other suggested browsers (Safari, Microsoft Edge, and Google Chrome) or incognito mode to see if it makes a difference? Did you try switching the internet connection to check if that helps?

          Also, try clearing the browser's cache and cookies, and restarting the browser and try again. For more information on how to clear cache and cookies check this link- https://adobe.ly/4a5ipUF and how to use incognito mode- https://adobe.ly/4a2UzZV 

          Regards,

          Tarun

            O
            Adobe Employee
            OscDev
            Adobe Employee
            July 13, 2026

            gm! Sorry this is happening, would you mind sharing a screen recording of this issue? Can you also share your device specifications? Browser, OS, etc

             

            Thank you

            T
            Tanya H
            Participant
            July 13, 2026

            When I try to remove a background it says please reload asset. It’s happening on all photos on express even ones I’ve removed the background from previously. 

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