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kellyw120
kellyw120
Participant
February 4, 2019
Answered

Issues with Libraries Loading in Stock

  • February 4, 2019
  • 2 replies
  • 2803 views

I've read a few comments that other users are experiencing the same issue, but have not seen a great fix. I have tried clearing my cache and using every browser available on my computer (Chrome, Explorer, Edge) and I still can't get libraries to load. Searching and saving images seems to be fine, but not libraries. I did see a note that extensions may be the issue in Chrome, but I don't have extensions in the other browsers. I also work at a company with very strict security measures in place, so I cannot disable any of the extensions to see if that would help.

Any insight as to how I can get these pages to load. I've been experiencing this issue for over 2 months now.

      This topic has been closed for replies.
      Correct answer WendellaBee

      Hi K. W.,

      I apologize for the delay in getting back to you. Can you please try the following? This will give us better insight into what is going on when you visit the Adobe Stock website.

      1. Using Chrome clear your browser cache/history
      2. Sign into Adobe Stock
      3. Click on the three stacked dots in the upper right section of your browser
      4. More Tools > Developer Tools
      5. Under Network check the box for "Preserve Log"
      6. Reproduce the issue you're experiencing.
      7. If there is any error that occurs it will appear as red text in the network tab
      8. Click on the red text under the Name column
      9. Click on the Headers that open and copy everything under Headers and send it to me in a private message
      10. Click on Preview and copy and send to me as well.

      EBQ

      2 replies

      WendellaBee
      Adobe Employee
      WendellaBee
      Adobe Employee
      February 6, 2019

      Hi K. W.,

      We have found an issue where customers with a large amount of assets, 100s of assets, in a library can affect the libraries pages on the Adobe Stock website. We are looking into this issue. One workaround is to reduce the number of assets in your libraries. You can do this by opening a Creative Cloud application and opening the libraries panel. Here you can multi-select the contents of your library and moving them to a new library, keeping the item count around 150 items per library. I know this not ideal, but it will allow you to use your libraries on the Adobe Stock site.

      Please let us know if this doesn't improve your experience on the site.

      EBQ

      kellyw120
      kellyw120Author
      Participant
      February 6, 2019

      Hi EBQ,

      We ran a few tests, including whitelisting the ports listed above. We also tried going into another library that had under 100 assets. Neither has seemed to work. We also tried it on a computer that had no network security and we were able to access the smaller library (it was a little slow, but still worked). We were still unable to access the larger library.

      I am not able to complete any of my work on that unsecured computer, so that's not a viable solution.

      Are there any other potential fixes?

      Thank you!

        WendellaBee
        Adobe Employee
        WendellaBee
        Adobe Employee
        February 6, 2019

        Hi K. W.,

        Thank you for this valuable input. I'll need to look into this further. I apologize as I realize this is a major inconvenience.

        EBQ

          Sheena Kaul
          Sheena Kaul
          Legend
          February 5, 2019

          Hi Kelly,

          As you've mentioned that you're connected to a secure network that could be the reason for the libraries not loading.

          Please whitelist the ports as mentioned below in your network for the site to function properly:

          • ccmdls.adobe.com:443
          • ims-prod06.adobelogin.com:443
          • na1r.services.adobe.com:443
          • prod-rel-ffc-ccm.oobesaas.adobe.com:443
          • lm.licenses.adobe.com:443
          • ccmdl.adobe.com:80
          • swupmf.adobe.com:80
          • swupdl.adobe.com:80

          I hope that helps!

          Regards,

          Sheena

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