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problems uploading files and downloading finished products

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When opening an image template I frequently work with, I noticed that not all the previously added image layers finish loading. When I replace some of them, they fail to upload. There are inconsistencies in the Adobe Express platform depending on how it is accessed: using Google Chrome shows all changes but prevents downloading; the same happens with the Windows app; however, using the Android app makes it impossible to see most of the layers or the changes made.

I

idenise

Participant

I have this issue also. Usually what does not open are screenshots taken on my iphone. I then cannot download without it timing out at 90%. This also happens on the computer with the same results. Below the text shows but the two images will not show on the download file. I have found a work around on the iphone by making my project taller and then taking a screenshot without the closing X button. = (

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Rose DV

Community Manager

Hi @idenise,

Thanks for the detail and the workaround tip!

A couple of things worth checking on the upload issue with iPhone screenshots:

iPhones capture images in HEIC format by default, which can cause upload problems in Express. You can change this in your iPhone settings: Settings → Camera → Formats → Most Compatible — this switches to JPEG, which uploads more reliably.

On the 90% download timeout: could you tell me a bit more?

Approximately how many pages/slides does the project have, and how many image layers total?
Does it always fail at 90%, or does it occasionally get through?
Are you downloading as a PNG, JPG, or PDF?

The timeout at a consistent point suggests the project may be hitting a size or render limit, and knowing the format and project size will help us narrow it down.

Thanks!
Rose

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Rose DV

Community Manager

Hi @Enlightened_Ocean5FD5,

Thanks for reporting this. It sounds like you're seeing a few different issues depending on where you're accessing your project: missing image layers, uploads that don't complete, and downloads that fail even though changes appear correctly in the browser.

To help us narrow this down, could you send me the project URL via private message (with edit access enabled)? I'd also appreciate knowing:

Whether all assets are your own uploads or if any are Adobe Stock assets
Approximately how many image layers are in the project
Whether this is affecting just this template or multiple projects

Once I have the project URL, I can take a closer look and investigate what's causing the inconsistencies across web, Windows, and Android.

Thanks!

Rose

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Peaceful_Wish0d7b

Participant

I got same upload issue when trying to upload two PDFs files to combine them. Error msg per below, havent tried the download as cannot even upload. Asked one of my coworker to try and ended up with the same error.

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Rose DV

Community Manager

Hi @Peaceful_Wish0d7b,

Thanks for sharing the screenshot!

To help us investigate, could you tell me:

Does this happen with any PDF you try to combine, or only specific files?
Approximately how large are the PDFs?
Are the PDFs files you created yourself, or were they exported from another application?
Where are you using Express? (The kind of computer, your browser, version if applicable).

Thanks!

Rose

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