Skip to main content
Participant
July 24, 2026

Bug in Adobe Firefly - promo modal blocks the interface after page refresh (premium account)

Hello,

I'm reporting a technical bug in the Adobe Firefly web app (generate.adobe.com) that prevents me from normally using the service I pay for as a premium subscriber (around 160 EUR).

Description of the problem:
1. After refreshing the page (F5), a promotional modal briefly appears for a split second ("You have unlimited generations" / "Premium feature") - even though I already have an active premium subscription.
2. The modal disappears visually very quickly, but after it disappears, no buttons on the page respond to clicks - the interface is completely blocked/unresponsive.
3. The only way to restore the page is to manually clear cookies, then accept the premium modal again (clicking "Continue"/"Get started") - after that the page works correctly until I refresh it again.
4. The problem returns every time the page is refreshed.

Technical details (from the browser developer console):
- The element responsible for the modal: <div class="intro-modal-container" data-testid="firefly-intro-modal"> inside the <firefly-navigation-card> component, rendered in Shadow DOM.
- The following warnings appear in the console when the page loads:
 - "An instance of SAM.js already exists, but is not compatible with the requested version: 10.0.867"
 - "[CommunityAdapter] MobX store not yet initialized. Call openSubmissionModal() first or check isStoreInitialized."
 - "A valid locale code was not provided. Defaulting to en-US."
- It appears that the premium promo modal is being shown incorrectly to a user who already has an active premium subscription, and that its closing (or an attempted automatic close) leaves the application state out of sync, which then blocks the rest of the interface.

I would appreciate help resolving this issue, since I currently cannot normally use the service I am paying for. I can provide developer console screenshots with the exact error log if needed.

Best regards

    返信数 6

    July 25, 2026

    Hey ​@MateoBielsky 

    Thanks for sharing the video this helps a lot.

     


    This video shows a work around for now. The team is aware of the issue. 
     

    I have also logged out of my Creative Cloud App. That worked for … a while.

    Cheers

    Nate

    MateoBielsky作成者
    Participant
    July 25, 2026

    Hi ​@Oh.N8 

    Thanks for trying to help. Unfortunately the workaround didn't really solve it for me.

    I really like using Firefly, but I'm on the top Premium plan (160 EUR/month) and it's working very poorly right now because of this bug. Is there any way to get some kind of compensation?  Or could you point me to someone who could help with that side of things?

    Thanks a lot,
    Mateo

    July 25, 2026

    @MateoBielsky I have escalated this issue. You will have to wait. 

    Cheers

    Nate
     

    MateoBielsky作成者
    Participant
    July 25, 2026

    @Oh.N8I forgot to tag you and wasn't sure if you'd see my response.

    July 25, 2026

    Hey ​@MateoBielsky 
     

    Help us. Help you.
    Could you create a full screen video of your workflow showing us what is happening? A video would really help a lot.
    Make sure to hide your personal information.

    Cheers

    Nate

     

    MateoBielsky作成者
    Participant
    July 25, 2026

    Hi, thanks for the quick response. I'm attaching a screen recording. Unfortunately, I don't know how to show that I'm clicking every button, but you'll just have to take my word for it haha. At first, none of the buttons work at all, and after refreshing, a promo notice pops up for a second, then disappears and freezes the whole page. Clearing the cookies the first time didn't fix the issue; only after the second attempt does the pop-up appear normally, allowing me to accept the promo and use the site as usual. However, I then lose access to the images generated for the first frames of the videos. Refreshing the page brings the error back. The same thing happens with image generation. I hope I've explained everything clearly. If there's anything else I can do to help, please let me know. Best regards, Mateo Bielsky