Skip to main content
H
Hong_3209
Participant
January 27, 2025

Keep getting error msg while I am working on my video

  • January 27, 2025
  • 2 replies
  • 244 views

I am editing my video on Adobe Express, and keep getting the issue like 'We've encountered an unexpected problem. Try refreshing the page or return back to home'. 

 

I've tried everything such as restoring firewall to default, deleting caches or using different web browsers, but none of them worked. 

 

Please help me.

    2 replies

    H
    Hong_3209Author
    Participant
    January 28, 2025

    Hi, thank you for getting back to me. Yes, I am still encountering the issue. It happens randomly while I'm working on editing the video, like when I'm moving elements or making changes to the video. Sometimes it happens every 30 seconds, and other times it doesn’t occur for more than 10 minutes. There are no issues with downloading the video, though. And duplicating didn't work. I'll send you the URL.

    This is the screenshot, and the UUID was different everytime I got this error.

    Tarun Saini
    Community Manager
    Tarun SainiCommunity Manager
    Community Manager
    February 6, 2025

    Hi 

    @Hong_3209

    ,

     

    Thanks for your response. Could you please share the project URL with us via private message with edit access to investigate further?

     

    Regards,

    Tarun

    Tarun Saini
    Community Manager
    Tarun SainiCommunity Manager
    Community Manager
    January 28, 2025

    Hi 

    @Hong_3209

    ,

    We're sorry to hear about this. Are you still encountering this issue? If so, does the video stop at any percentage, or does it never start downloading? Is it happening with all the video projects?

     

    Did you try duplicating the project and then downloading it? Can you share a screenshot of the error message you're receiving? Also, please share the project URL with us via private message so we can investigate the issue with edit access.

     

    Regards,

    Tarun

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices