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Download failed

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I've been trying to download the video file for an hour now and always getting the same "Download failed" message!! tried different browser, App, same thing. I also tried changing the font used, still the same error.
Is it the audio/music used?

Really disappointing! after spending half day wotking on a 2-minute video and can't download it, aside from the other several errors while working but what's the use of this PAID software if I can't download what I'm creating?

Not sure if this is the only way to get support.

lmawdsley

Participant

I am also getting the same download fail and I have tried all the recommended fixes, clear cache, log out, 3 browsers, incognito etc

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Rose DV

Community Manager

Hi @lmawdsley

So sorry you’re running into this, especially after already trying all the usual troubleshooting steps. I get how frustrating that is.

From what we’ve seen in similar cases, when the basic fixes (cache, browsers, incognito, etc.) don’t help, the issue is often tied to something more specific in the project or environment — for example:

Certain assets (like stock media or audio) can sometimes block export if there’s a licensing or processing issue
Network restrictions (firewalls, proxies, ad-blockers) can interfere with the download process even if everything else seems fine
Occasionally, it can be project-specific rather than account-wide (e.g. one file fails, others download fine)

Since you’ve already covered the basics, the next best step would be for us to take a closer look at your specific file.

If you’re open to it, could you share:

The project URL (via DM if you prefer)
What format you’re trying to download (MP4, PDF, etc.)
Rough file size / number of pages or duration (if video)
Your browser + OS that you’ve been using consistently

That will help us narrow this down much faster and get you unstuck. Appreciate you sticking with it. I know how disruptive this is when you just need your file out.

Rose

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defaultqyo9n18ylozu

Participant

I’m having the same issue and finding no results with a legitimate fix. I made a thumbnail for a youtube video and I can’t download it in any format on desktop or mobile no matter what browser i use

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Rose DV

Community Manager

Hey @defaultqyo9n18ylozu - can you let me know if this is still happening? There was an outage a few days ago, wondering if you got caught in that. If it’s still happening, can you send me the link to the project via DM with edit access?

Rose

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Heller36916128l7b0

Participant

I am having the same issue on two "banner" videos, I've cleared cache, tried a different browser, tried the app, checked to make sure there were no blank layers, tried to download at a smaller size (which wouldn't end up working anyway for this particular project), I am at a loss as to what to do....

Online it immediately says fail to download, where on the app it'll start the process of downloading and then fail.

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Tarun Saini

Community Manager

Hi @Heller36916128l7b0,

Welcome to the community! We're sorry to hear about this. Could you please share the document with me via private message with edit access?

Regards,

Tarun

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David_�hlinger7599

Participant

Hi, I’m experiencing the same problem – I can’t download PDFs from Adobe Express. (PNG's are working)
Has anyone already found a solution?

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M

mahmoud_5524

Community Manager

Hi @David_�hlinger7599,

Thanks for letting us know! This issue has been resolved. Please try downloading your invoices again. We also recommend restarting the app or signing out and signing back in before trying once more.

If the problem persists, please keep us posted so we can assist you further.

^MM

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LillyRK

Participant

Hi! I am having the same issue, pdf files specifically and I have tried different browsers and iphone app with no luck.

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fmb_7378

Participant

I'm sorry, I should have mentioned that this is only happening when I try to download PDF files. .PNG and .JPG files download quickly. I have tried all different setting for the PDFs all with the same result. Cleared all browsing history, cleared cookies and cache. Tried using both Edge and Chrome. It seems to be happening on two files. Other projects export as PDFs just fine.

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Tarun Saini

Community Manager

Thanks for your response @fmb_7378,

Could you please share the URLs for those two files in which you're seeing this issue? Can you share the file via private message? Private messages should be accessible from the envelope in the top right corner. This should be the direct URL https://adobe.ly/46jzvwL

Regards,

Tarun

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F

fmb_7378

Participant

I am also experieincing this. It has happened to me quite frequently lately. It processes to 90% quickly and then halts progress and eventually comes back with a Download Failed - An error occured...

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Tarun Saini

Community Manager

Hi @fmb_7378,

Welcome to the community! We're sorry to hear about the difficulties. Is it happening with all PDFs or a specific one? 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

Let us know if that helps.

Regards,

Tarun

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S

Sherif_Menshawy8485Author

Participant

Hi Chaimaa,

Thanks for your reply and trying to help.
I worked first on Chrome browser, and when download failed I tried Edge and Adobe Express application on Windows 11, all failed. managed to successfully download it once on my iPhone App. tried again the browesers and Win App still getting the same error.

Error appears immediately before processing.

I tried deleting the Audio also couldn't download then undone that step.

Just tried downloading again on iPhone app and it was successful. But I still can't download on Windows, any borwser or app.

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Amitej S

Community Manager

Hey @Sherif_Menshawy8485, Thanks for sharing the additional details. It'll help us investigate this. Also, would you be willing to share the video project ID with us to investigate this? You can do so by sharing the URL of the project with us via the community DM and adding our username. (Please refer to the attached screenshot)

Best!!

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chaimaa.7

Community Manager

Hi @Sherif_Menshawy8485, we are sorry you’re experiencing this. Could you please share the following details to help us troubleshoot more effectively?
• Are you using the web version or the mobile app (and which browser or device)?
• Does the error appear immediately or after processing starts?
• If possible, could you try duplicating the project and removing the audio to see if it downloads without it? We’re here to help and want to get this resolved for you.

Best,

Chaimaa

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