Participant

P: Cannot upload reference image [merged thread]

Forum|Forum|6 months ago
November 14, 2025
83 replies
4784 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

Show previous replies

rafaelprado

Participant

nao consigo mais importar fotos para o quadro do firefly em nenhum formato de imagem
nao é possivel arrastar arquivos de imagem de nenhum tipo para o quadro do firefly. isso aconteceu de repente

M

metallums18

Known Participant

Same or similar problem. Cannot upload a reference image for composition or style, or rather, it doesn’t show in that settings panel once you do. Such as the default ones shown there. So you don’t think it loads any custom image. I think it used to. Now doesn’t. So obviously I’m not going to adjust the slider for an unselected option in that panel.

I thought it wasn’t uploading at all. Until I tried to generate an image which frankly came out rough. I was looking for a delete option when hovering the generated images but only found the thumbs up or down buttons. Chose thumbs down button and that popped open the report details panel to ask me details about it. In that panel, it showed my uploaded composition image there as one of the options and an option to send that along with report. So it was using the uploaded image I guess.

Also noticing that uploaded image shown in the report window, I see it only showing a small cropped version as if a cropped thumbnail. The generated image options looked closer to that super cropped thumbnail, which helped explain when the generated images were really nothing like what was directed or requested. Didn’t explain all the unrealistic organic edges on things but composition wise they matched that cropped thumbnail looking view of my uploaded image.

Using Chrome browser on Windows 11 PC. Report was sent.

leiva.arqui

Participant

no puedo subir archivos desde mi dispositivo para generar videos

no me permite subir archivos desde mi dispositivo

Hajar Toutsi

Community Manager

Hi leiva.arqui,

Thanks for reporting this.

This is a known issue that other users have also encountered, and we’ve consolidated all reports in this thread.

We’ve escalated the matter to the product team, who are actively working on a fix. They’ve requested the following information to help with their investigation:

A reference image showing the problem you’re encountering
The browser and operating system you’re currently using
A screen recording of the issue to assist in reproducing it

Your input will be very helpful, and we appreciate your patience as we work toward a resolution.

Hajar

[Moved to bug reports]

SAB RILLE

Participant

je n'arrrive pas a télécharger l'image de référence pour générer une vidéo, il ne me la télécharge pas
Bonjour, je souhaite animer une image que j’ai moi meme sur mon pc, et dans le volet ou il m’ai proposé de télécharger l’image de référence, l’image ne se télécharge pas.

Hajar Toutsi

Community Manager

Hi SAB RILLE,

Thanks for flagging this.

We’ve already escalated this issue to the product team to look more closely into what’s happening. You can also help us if you could share a few details with us:

An example image that triggers the error
The operating system and browser you’re working on
A short screen recording showing the issue

Thanks so much for your patience and for bringing this to our attention!

Hajar

[Moved to bug reports]

rachita william

Participant

error uploading image and taking very long time
on laptop image generation giving error and not uploading

Hajar Toutsi

Community Manager

Hi rachita william,

I’m sorry you’re running into these errors.

To help our product team dig into this and find a fix, could you share a few details with us:

An example image that triggers the error
The operating system and browser you’re working on
A short screen recording showing the issue

We’ve already escalated this issue, and having more information will make it easier for the team to reproduce the problem.

Thanks so much for your patience and for bringing this to our attention!

Hajar

O

Oh.N8

Hey @angelac77788380

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.

angelac77788380

Participant

unable to upload frames for video or to create an image
I just paid for more credits for nothing! I am unable to upload images, to the platform and the video editor is not working as well

B

Barbara295477824cjj

Participant

Can't upload an image as first frame for video generation but I am still paying full price, this is more than unfair

Hajar Toutsi

Community Manager

Hi Barbara295477824cjj,

I’m really sorry you’re dealing with this and I know how frustrating it is to pay full price and not be able to upload a first frame for your video.

To help our product team reproduce and fix the problem, could you please share these details:

A sample image that shows the error
The browser and operating system you’re using
A short screen recording of the issue

We’ve escalated your report already, once the team has those files, they’ll be able to investigate more effectively.

Thank you for your patience and for letting us know.

Hajar

angelac77788380

Participant

unable to upload frames for images
This is the reason I want a refund, I pay for the credits and when I atrmept to use them fire fly will not upload the pictures for images or videio at times. I have to complete my projects timely. Very annoying and not worth the money. And why can I not buy credits without a monthly fee.

Hajar Toutsi

Community Manager

Thanks angelac77788380 for reaching out.

I’m very sorry for the frustration this has caused. I completely understand how important it is to be able to upload frames and images reliably, especially when you’re working on projects with tight deadlines.

To help the product team investigate this issue further, they’ve asked if you could provide the following:

A reference image showing the problem you’re encountering.
The browser and operating system you’re currently using.
A screen recording of the issue, so they can attempt to reproduce it.

We’ve already escalated your case, and sharing these details will allow the team to look more closely into what’s happening. We truly appreciate your patience and feedback.

Hajar

magdalénas13478324

Participant

I've been unable to upload reference pictures in Adobe Firefly while generating or editing images for days now, it's extremely annoying as that is the principal use for me and I pay for Pro version.
When I choose to upload images from my computer (it is irrelevant if through dragging and dropping or from a folder), nothing happens.

Hajar Toutsi

Community Manager

Hi magdalénas13478324,

Thank you for bringing this to our attention.

The product team is requesting the following information to investigate the issue more:

The reference image you’re having an issue to upload.
The browser and operating system you are currently using.
A screen recording of the issue to assist them in reproducing it.

We appreciate your patience and help.

Hajar

magdalénas13478324

Participant

Any picture, I've tried all sorts of formats, but nothing uploads.
Chrome, macOS Tahoe
Attached.

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