Participant

Answered

Adobe Stock slow and unresposive

Forum|Forum|9 years ago
September 14, 2016
26 replies
13813 views

I am on an business network and using windows 7 64bit sp-1 fully patched.

Internet Explorer version 11, fully patched.

I can get to all the websites, port 80 and 443 is open.

When I go to "Royalty free images, photos, and graphics | Adobe Stock" with out logging into my Adobe account the images appear quickly and the internet explore responds well.

But when I login to my adobe account it is very slow, unresponsive and will give me the message "ADOBE.COM IS NOT RESPONDING DO TO A LONG-RUNNING SCRIPT." and sometimes log me out.

I have checked this on two different computers on the network, same loads, and they do the same thing.

What could be causing this or how can I correct it?

This topic has been closed for replies.

Correct answer WendellaBee

I am also having problems with this same issue...slow loading pages...not just the search but just after I log on, too. I have cleared my cache. This has been going on about two weeks. Before then, the pages loaded quickly.

Hi Patti,

I'm sorry for this inconvenience. I'll raise an issue with our engineering team and I may contact you for additional information.

EBQ

glennas11029459

Participant

I give up on Adobe Stock's website. I searched for "computer screen desk". I had to enter it six times before it finally brought up images. Sometimes it works and other times it tells me it can't find any computer screen desk images, other times it brings up jungle images, or errors out completely so I have to start over. The site is slow, hangs constantly and errors out if I try to buy an image. I have always thought this site is so full of bugs that I lose time trying to use it and end up using other stock image sites that actually work. Adobe Stock is CRAP and for years nobody bothers to improve it. They don't care.

WendellaBee

Adobe Employee

Hello G. S.,

I'm sorry to hear you are having difficulty with the Adobe Stock website. There are several reasons this could be happening please review the following:

A large amount of libraries, 400 or more
- If you have a large amount of libraries, it can slow down the search functionality. You may have better results with Firefox, removing some libraries may improve performance. Our engineering team is working on a fix but we don't yet have an ETA for this.
A large number of libraries
- If either of the library issues is the cause let me know I may have a workaround for this.
Anti-virus may be blocking functionality on the site. Please check your anti-virus settings.
Browser extensions
- To troubleshoot, disable all browser extensions, then add them back one by one to determine which may be causing the issue.
If you are on a corporate network your IT department may have restrictions in place that are preventing the site from loading properly.

After reviewing the above if you can provide me with more information I can assist you in troubleshooting further.

EBQ

savagequest

Inspiring

Hi -

This really isn't a solution, more like a horrible workaround, and should not be marked as correct.

Unless, since it's been over 2 years and the issue is still at large, I guess this is Adobe's 'Correct Answer' to the slower than slow Adobe Stock site - they cannot fix it so we have no hope and it is what it is!

Thank you!

WendellaBee

Adobe Employee

Hello,

We've pushed a fix for this issue to production, please sign out of the Adobe Stock website, clear your browser history and sign back into the site. Let us know if you experience any issues.

EBQ

savagequest

Inspiring

Hi -

The site seems to be much faster in Chrome after dumping the history.

Thank you, Thank you, Thank you!!!

B

bobb2515211

Participant

Clearly this is a recurring theme - slow and/or unresponsive. I just called support and they suggested I turn off extensions and firewalls. Seriously? They suggest I completely open my computer to the world and completely disable all my plugins just so I can get their photos? That's completely unacceptable, and this issue needs to be elevated to the highest possible priority. We are paying customers with businesses to run. If this isn't corrected soon - as in a matter of hours or just a few days - I'll be taking this to social media to see if that spurs any action on Adobe's part. Love - Frustrated in TX

WendellaBee

Adobe Employee

Hi B. B.,

I'm not sure why you would need to turn off your firewall or why this may have been recommended to you. You can disable the extension after signing in or you can switch to Safari or Edge browsers. We are working on a resolution and will provide and update when we have more information.

EBQ

awolf504

Participating Frequently

I have been having Adobe Stock be incredibly slow and just about unusable....really it took me an HOUR to navigate, locate and download 4 images, repeatedly having to kill the page and start over. Every other website I go to in multiple browsers operates just fine. Adobe stock is the only one that is doing this. I see by the comments that different things MIGHT have worked for different people having similar issues. I am mainly using Chrome and this only started happening last week. I don;t want to use yet another browser, I would like opt for a different stock source if that is what is needed. Adobe- can I get some help please?

twaritar3263062

Community Manager

Hi Angela,

Please refer to the thread Adobe Page Crashes .

Regards,

Twarita

BevansDesignNTE

Participating Frequently

I'm having this problem too. It looks like the problem is being caused by the LastPass extension, unfortunately. I was having the problem in Chrome's Incognito mode too, and the only extension I had enabled in Incognito was LastPass. I disabled it, and now Stock works fine.

Temporarily, you can use LastPass to log in, then disable it.

I'm going to report the issue to LastPass, and hopefully they can fix the problem soon. It's probably a good idea if multiple people report the problem to them too.

D

dannycrumpton

Participant

I was having this issue in Chrome with LastPass extension, just tried accessing, downloading in Microsoft Edge and Adobe Stock works fine within Edge.

innereactivem59733839

Participant

EvilBugQueen1

Hello, I just started having the same issue today Monday, December 17, 2018.
I use Google Chrome on a MacBook Pro at my work (Innereactive). We have company account and we use LastPass to keep our passwords and that is how we log into Adobe Stock. The rest of my team is not having the same issues I am having.

I search for an image and it takes a long time to load, then a message from Chrome appears that the website is unresponsive and with the options to exit the page or wait. If I exit it happens again. If I wait or click wait it loads to what I clicked but then when I want to select another image or download it happens again. This is the only website that is having issues.

When I go and search using Incognito it works fine, because I am not logged in. Once I log in it does it again. I cleared my Cache and browsing history. I restarted my computer and still the same issue.

I switched to Firefox and it does the same thing but does not freeze for long. A message appears that LastPass is causing it to slow down but then it goes away within a second then it appears and it goes away again. It us usable but annoying.

This is the only extension I use and I have to use it otherwise I cannot login since the password is private and I cannot see it or copy it.

This was not happening at all before. Last week I used adobe stock all day almost everyday without any issues.

Hector - Graphic Designer

-Innereactive

WendellaBee

Adobe Employee

Hi I.M.,

Thanks for reaching out. As you stated yes it could be the browser extension. Are you able to sign into the site and then disable the extension to allow you to search? Please update this thread if this has any affect.

Below are reasons we've documented that can affect performance on the Adobe Stock site.

A large amount of libraries, 400 or more
- If you have a large amount of libraries, it can slow down the search functionality. You may have better results with Firefox, removing some libraries may improve performance. Our engineering team is working on a fix but we don't yet have an ETA for this.
Anti-virus may be blocking functionality on the site.
- My reply to another user above includes steps for gathering more information, see my post from Aug 24, 2018 2:21 PM
Browser extensions
- To troubleshoot, disable all browser extensions, then add them back individually to determine which may be causing the issue.

You've already identified Last Pass as a possible culprit. I'll forward this to our performance team to research further.

EBQ

innereactivem59733839

Participant

On Firefox the message kept popping up every now and then and I hit "Pause Extension" and it would work for a bit then pop up again.

I disabled the extension and it worked fine. I have not tried it in Chrome I can't keep it disabled because I need it for other webpages.

For now I will use Firefox only for Image searches and Chrome for everything else.

As for the subscription, I have no idea, my managers will see these messages and will be able to answer you.

Thank you,

Hector
- Innereactive

amyj5077918

Participant

THIS IS SO VERY FRUSTRATING! YES I AM SCREAMING!

WendellaBee

Adobe Employee

Hello AJ,

I apologize for the difficulty you are having with the site. This is usually caused by browser settings or anti-virus software. Please turn off browser extensions and clear your browser history and restart.

Let me know if this doesn't help and I'll assist you further.

EBQ

DigaTalkPlus

Participating Frequently

07C23376E017BEFEBD87357C8E1C9AD6

DigaTalkPlus

Participating Frequently

I tried to sign in today but same issue I stated continues to occur. Not sure the last time I signed in, maybe last month. But, same issue. Since I purchased the Adobe CC subcription I haven't been able to sign into stock.adobe.com

WendellaBee

Adobe Employee

Hi Joel,

Can you please try this?

Open chrome and clear the browser history.
In the upper right part of the browser you'll see three stacked dots, click on these and go to More Tools > Developer Tools
Click on Network and check the Preserve Log checkbox.
Reproduce the issue.
Look for an error under the Network tab, the text will be red and be the most recent error and click on it to open the header.
Look for X-request-ID and send that alphanumeric ID to me.

Thanks,

EBQ

DigaTalkPlus

Participating Frequently

02E81F58D7B16F222C1D0E673D98C812

-Joel

Diga-Talk Plus

DigaTalkPlus

Participating Frequently

No, not Kapersky. Just the windows 10 defender.

WendellaBee

Adobe Employee

Hi Joel,

Does this only occur when you are signed into the website? How recently did you sign into the Adobe Stock website? We may be able to check our logs if you are signed in and we can pinpoint when this last occurred.

EBQ

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