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I can't download my photo on Iphone

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I can’t download visuals that I create in Adobe Express. I can download them on desktop. Tried multiple phones. Download starts and finishes but there is no photo.Other apps like Lightroom on phone works good

Jimmy Flame

Community Expert

I noticed the file is 7 kb. Basically, there’s nothing in it. Have you tried downloading different formats than .png? Try .jpg or .pdf just to see.

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- Jimmy Flame

Ayelet Werner

Participating Frequently

Ye, it says that but it’s empty. I tried JPG - same thing. PDF and MP4 works

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Tarun Saini

Community Manager

Hi @Antonio34414461j5jy @Ayelet Werner,

Please let us know the version of the Adobe Express app you are on. Also, please share the steps you follow to download the file. If you can share the document with me via private message for me to investigate with edit rights, that would be great.

Regards,

Tarun

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Ayelet Werner

Participating Frequently

Hey Tarun,

Just the most up to date one I think? Not sure how to check.

It’s literally just teh regualr process to download things - i click download → all pages → PNG or JPG → it downloads like normal but then when I go to the file it looks like this:

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Tarun Saini

Community Manager

Hi @Antonio34414461j5jy @Ayelet Werner,

Thanks for your response. Have you tried restarting the device and reinstalling the app to check if that helps?

Meanwhile, I am escalating the case internally with our product team, and once there is an update, we will keep you posted.

Regards,

Tarun

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Antonio34414461j5jyAuthor

Participant

Yes, I restarted my phone. I am dealing with that problem for about 2-3 weeks. I dont know what is the problem, tried to reinstall the app and to log out and log in again. We tried it on multiple Iphone devices too.

Thank you.

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Ayelet Werner

Participating Frequently

Yep! Thanks

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Tarun Saini

Community Manager

Hi @Antonio34414461j5jy @Ayelet Werner,

Thanks for reporting this issue. We’re sorry to hear about this. Could you please let us know the model of your device? Is it happening with the newly created file or the existing one? Do you get any error message? If so, could you please share a screenshot of the error message?

We’re here to help, just need some info.

Regards,

Tarun

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Antonio34414461j5jyAuthor

Participant

Model of my device is Iphone 15pro. It happens on all files, old or new. I dont get error message, app confirms that it is saved to camera roll and there is no file in my gallery. I checked my Iphone memory and i have enough storage.

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Ayelet Werner

Participating Frequently

When I try to download as a PNG or JPEG on desktop and mobile, it downloads like there's an actual file, but there's nothing in it. On the phone, it will say that it's been saved to my camera roll, but there's nothing there. PDF and MP4 work

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Ayelet Werner

Participating Frequently

I’m having the same issue and on desktop too!

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