Community Manager

Known Issue 8/13: Update on recent download, upload, and processing issues

Forum|Forum|7 days ago
August 13, 2026
43 replies
184 views

Update: recent download, upload, and processing issues

We wanted to give an update on the wave of issues many of you have been reporting over the past few hours, downloads stuck or failing, videos not processing, PDF uploads/imports failing, and Clip Maker getting stuck.

This was caused by a platform-level connectivity issue affecting several backend services that Adobe Express relies on. It's since been identified and resolved by our engineering team.

If you're still running into any of these issues, please try again now, most things should be back to normal. If problems persist, let us know here or in the relevant thread and we'll take a closer look.

Thanks for your patience while we got this sorted out.

FYI: My team will be merging all related comments/threads into this one to keep everyone consolidated and able to track one thread.

Rose

D

dallas_4094

Participant

Some of my projects fail to render assets properly, although they look as of intended to when downloaded, just in the app. Will there be a fix for this??

G

Garrett26081065ztbd

Participating Frequently

any chance we will be receiving - partial refunds for these issues?

G

Garrett26081065ztbd

Participating Frequently

Still trying to add captions - Now it wont even upload - the status bar goes full, but then it does nothing (usually it starts analyzing video)

Rose DV

Author

Community Manager

Hi @Garrett26081065ztbd - sorry you're still hitting this error!

It filling the bar and then stalling right where it'd normally start analyzing the video points to the captions/analysis step specifically. One quick thing that might unblock you right away: are you on the mobile app or the web version? Another person on this thread found the mobile app was failing while the web version worked - so if you've been on mobile, open the same file in a desktop browser and see if it goes through.

If you're already on web and it's still stalling, two things would help me get it to the team:

→ A HAR file captured while the upload is stuck at that analyzing step, so they can see exactly where it's failing: https://helpx.adobe.com/enterprise/kb/generate-har-file.html
→ The rough length and size of one of the videos that's failing

On the refund question - that's fair to ask, and I'll be straight with you: billing adjustments aren't something we can action from the community side. The team who can actually look at your account and what options exist is here: https://helpx.adobe.com/contact.html?rghtup=autoOpen. They'll be able to review your situation directly.

Rose

G

Garrett26081065ztbd

Participating Frequently

It finally worked for a couple videos last week and now it’s happening again.

J

Jonny223895164s7u

Participant

2:53 pm PST, cannot download file created in adobe express. Receiving we’re working on your file message.

3:05 pm pst, update. Mobile app was not working. I tried on web version and download is working.

G

Garrett26081065ztbd

Participating Frequently

I tried yesterday, same thing. I’ve been trying all day. I saved the video in different file sizes and i get the same messge. I’ve tried other videos that already worked previously - same message.

C

calm_creator1d80

Participant

This company care about profits over customer and is obviously at the point they would rather charge dedicated users more than try to lose less overall users over time

M

motivated_Journeyf2ec

Participant

Every time I try to download my file as a PDF, I get an error message that says, “an error occurred while downloading your file. please try again.” I have been trying since 8:45 to no avail, but I really need to get this downloaded and sent to print. I can download jpgs, but that doesn’t help me. I tried a different network and a private browser but had the same issue.

H

hello

Participant

I cannot load any video to Adobe Express. A photo is OK but no videos. I am trying to run my business here and this is unacceptable. The “processing video” is stuck. I have closed the app and reopened it. Made sure I had the latest updates. WTF?????

Joaquin22786429x3ws

Participant

Same :( we hope they solve it ASAP.

H

hello

Participant

Me neither. Jeez it’s not like I pay $50 a month for this [stuff] or anything.

comment moderated for language.

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This was caused by a platform-level connectivity issue affecting several backend services that Adobe Express relies on. It's since been identified and resolved by our engineering team.

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