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Firey storm
Participant
October 9, 2025

An issue

  • October 9, 2025
  • 6 replies
  • 262 views

So as a content creator I 

was  working on editing a video using one of your products namely Adobe Express

and as I was working on it

it was very slow on loading and also today I could not even see the video  so I could continue working on a video  its a long video but I would image that its not supposed to 

give it issues like be slow or the video itself not show up so I could continue working on the video the app itself is great its better thanan editor I use its very detailed and it gives me more things to work with 

but yes there are isssues that I'm  facing can you please fix the issue?  My thanks   but as you can see in the image the video is not even showing up even though the video itself is there it just did not load or not seen

    6 replies

    F
    Firey stormAuthor
    Participant
    October 18, 2025

    Hi @mahmoud_5524 ,

     

    Unfortunately its not letting me upload a short recording that details 

    the issue I mentioned above it asks a video link is it possible for 

    there to be a 'upload'  where I can just put the video there so you will view what 

    I was talking about? 

    M
    Community Manager
    mahmoud_5524Community Manager
    Community Manager
    October 20, 2025

    Hi @Firey storm,

     

    Could you share the video using a cloud link and ensure that viewing and editing permissions are enabled? Once we have access, our team can review the recording to better understand the issue. Thank you for your patience!


    ^MM

    F
    Firey stormAuthor
    Participant
    October 17, 2025

    Hi @Tarun Saini 

     

    I tried your suggestion about clearing cache 

    and went to this website : https://adobe.ly/4a5ipUF  unfortunately I 

    didn't find it there as you can image  pointing 

    love and attention to tthe project only for you to lose most of your hard work is very daunting and 

    very frustrating on top of finding out the unfortunate news

    of not being able to backup the files and being robbed of the opportunity to save the unfinished project  on to a file 

    because of being  kicked off the internet multiple times while working on the project

    is there anyway you can fix one of your products so it won't be an issue for anyone?     

    M
    Community Manager
    mahmoud_5524Community Manager
    Community Manager
    October 17, 2025

    Hi @Firey storm,

     

    We’re very sorry for the frustration and data loss you’ve experienced 😢. We understand the importance of your work and appreciate the detailed steps you’ve already taken. To help our team investigate and resolve this issue more quickly, could you please share a sample project link via DM, along with screenshots or a short screen recording that shows the lag, crashes, or video loading issues?

     


    ^MM

    F
    Firey stormAuthor
    Participant
    October 11, 2025

    Hi @Tarun Saini, 

     

    So your app created  trouble again I can't seem to recover hours of work I put into in a video. I did clear cache yesterday 

    as you suggested so I could continue working on it today do you have recommendations for this?

    Tarun Saini
    Community Manager
    Tarun SainiCommunity Manager
    Community Manager
    October 13, 2025

    Hi @Firey storm,

     

    Thanks for your response. I’m really sorry to hear you’re unable to recover your video project after clearing cache. Let’s check a few things to see if we can restore it. Could you please confirm:

    1. Are you signed in with the same Adobe ID you used to create the project?
    2. Can you see the project under “Your Stuff” → “Projects” in your account?
    3.  Can you check your file here- https://www.adobe.com/files/deleted 

    Clearing cache usually doesn’t delete saved projects since they’re stored in the cloud, so this will help us figure out what’s happening.

     

    Regards,

    Tarun

    F
    Firey stormAuthor
    Participant
    October 10, 2025

    Hi @Tarun Saini 

     

     

    I currently use microsoft edge 

    it doesn't make a clear difference  but I did try your 

    suggestion regarding empting cache  

    and cookies so I will let you know how if I face further issues I will restart the  browser  but I will provide updates should anything come up 

    C
    cody_9430
    Participant
    October 10, 2025

    I'm not sure what happened but this app is now absolutely horrible. I can't get anything done. I have tried restarting my computer, clearing my cache and cookies on both Edge and Chrome, opening it through the URL or "In App" and nothing has worked. The app crashed and had to "recover" my data 6 times in less than 20 minutes. Are there any recommendations or solutions? I've seen a lot of posts about this but it is unbearable. The app severely lags, stutters constantly, can't ever download any videos files I'm working with and, as mentioned previously, crashes quite often. I use Express daily for my job and these issues have severly hindered my work flow.

     

    For reference, I am running a relatively new Lenovo Thinkpad with an Intel(R) Core(TM) Ultra 9 185H (2.30 GHz) and 32 Gb of RAM. This computer was provided to me by my company.

    Any insight is appreciated!

    Tarun Saini
    Community Manager
    Tarun SainiCommunity Manager
    Community Manager
    October 9, 2025

    Hi @Firey storm,

     

     

    We're sorry to hear about the difficulties. Did you try using the other suggested browsers (Safari, Microsoft Edge, and Google Chrome) or incognito mode to see if it makes a difference? 

     

    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 

     

    If the above-mentioned steps don't work,  please make sure that the network endpoints listed on https://adobe.ly/4a7ZI2M are allowed.

     

    Let us know how it goes.

     

    Regards,

    Tarun

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