Participant

P: Cannot upload reference image [merged thread]

Forum|Forum|9 months ago
November 14, 2025
233 replies
5338 views

I’m currently unable to upload photos to Firefly for editing, despite the service working for only about a week and a half. Considering the cost, this disruption is unacceptable. Please address this issue promptly or provide a full refund.

Generate Image

Pinned Reply By Kartika Rawat

Hi all!

We appreciate you bringing this to our attention. The product team is requesting the following information to investigate the issue further:

A reference image of the problem you are encountering.
The browser and operating system you are currently using.
A screen recording of the issue to assist them in reproducing it.

Thanks,

Kartika

F

fantastic_stylec487

Participant

i have 5 times ask on chat, uploading pictures to generate video is not working, everytime the same answer, f5 is not working! yhe same als the AC3 codec, there they also no solution

Tarun Saini

Community Manager

Hi @fantastic_stylec487,

Could you please share the information requested above to investigate the issue further?

Regards,

Tarun

G

GokhanSeyhan

Participant

@Tarun Saini Unfortunately, as quite some time has passed and the issues have not been resolved, I have cancelled my trial membership.

Tarun Saini

Community Manager

Hi @GokhanSeyhan,

We understand, and we're sorry that the issues weren't resolved during your trial period. Thank you for giving Adobe Firefly a try and for sharing your feedback with us.

We apologize for the inconvenience and appreciate your patience throughout this process.

Regards,

Tarun

G

GokhanSeyhan

Participant

Bir hata bildirmek için yazıyorum. Hata bildirim sayfası beni buraya yönlendirdi. Kredi olmama rağmen video oluşturmakta zorlanıyorum. Başlangıç görüntüsünü seçiyor gibi görünüyor ama hiçbir referans görüntü yüklenmiyor.

Tarun Saini

Community Manager

Hi @GokhanSeyhan,

Thanks for reaching out! Could you please share a screen recording of the issue so we can help you further? Also, elaborate more about the issue you are experiencing. Are you getting any error message while creating a video? What steps are you taking for that?

Did you try another browser to check if that helps?

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

Regards,

Tarun

K

kind_photoa1cf

Participant

it seems a lot of your customers are having the same issue. Is this being seriously address or only polite responses are provided regarding this know issue?

Rafat.jahan

Participant

When I attempt to upload a reference image for video generation, the image is either not accepted, fails to upload, or does not appear in the reference image section after selection. As a result, I am unable to use image-to-video generation with my reference images.

Mary+CE

Participant

It sounds like the same thing happening to me; You got far more technical than I could, but essentially, the upload image for reference image is not working.

Chatt2026

Participant

Is this still an ongoing issue, i’ve paid for premium and cant upload a reference image and just lingers when asked to generate ??? been going on days now !!

Greenwich22

Participant

I am unable to add a reference image to use in my generation despite having 4000 credits that must be used today.

Hajar Toutsi

Community Manager

Hi Greenwich22,
Thanks for flagging.

The product team is still investigating this issue, and they’ve requested the following information to help reproduce it and work on a fix:

A reference image of the problem you’re encountering, shared in a zip file
Your operating system and browser details
A screen recording showing the issue as it happens

Once we have this information, it will help the team diagnose the problem more effectively. Thanks again for your cooperation.

Hajar

Greenwich22

Participant

I am now able to upload the reference image and add the prompts that I’d like done. However, I am unable to generate an image. I’ve tried google chrome and yahoo. So very frustrating as I have work that needs to be done, and I’m getting behind.

sens_6922

Known Participant

Is there any fixes for this yet? I am using chrome and having the same issue

Hajar Toutsi

Community Manager

Hi sens_6922,
Thanks for reaching out.

The product team is still investigating this issue, and they’ve requested the following information to help reproduce it and work on a fix: