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robbiet77702471
Participant
Sep 6, 2017 7:18 PM UTC
Answered

Unable to download image

I've licensed an image but it won't allow me to download it.

I've since used another image and don't need it anymore.

How do I get the image re-credited to my account as I was unable to use it?

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    WendellaBee
    WendellaBeeCorrect answer
    Inspiring
    Sep 13, 2017 3:53 PM UTC

    Hi R.T.,

    There was a bug on the Adobe Stock website where users who had used the "Open In" feature were not able to download or save an licensed file to a library. The issue has been fixed as of yesterday. The fix exposed another bug where "Open In" feature stopped working for some users and a fix for _that_ issue is planned for next week.

    Please let us know if you have questions or encounter any other issues.

    EBQ

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    6 replies

    WendellaBee
    WendellaBeeCorrect answer
    Inspiring
    Sep 13, 2017 3:53 PM UTC

    Hi R.T.,

    There was a bug on the Adobe Stock website where users who had used the "Open In" feature were not able to download or save an licensed file to a library. The issue has been fixed as of yesterday. The fix exposed another bug where "Open In" feature stopped working for some users and a fix for _that_ issue is planned for next week.

    Please let us know if you have questions or encounter any other issues.

    EBQ

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    twaritar3263062
    twaritar3263062
    Participating Frequently
    Sep 6, 2017 7:58 PM UTC

    Hi Robbie,

    Could you please help me with the image number which you are unable to download so that I can further help you with the issue?

    Regards,

    Twarita

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    robbiet77702471Author
    Participant
    Sep 7, 2017 7:12 AM UTC

    Hi Twarita,

    Thanks its #47515118

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    twaritar3263062
    twaritar3263062
    Participating Frequently
    Sep 7, 2017 9:54 AM UTC

    Hi Robbie,

    I have tried downloading it on my end and it has been downloaded successfully. Could you please try to download it using a different  browser.Please see the screenshots below:

    Go to license history

    Click on the Image ID and save it to your computer.

      

       If you still face troubles, please share some screenshots so that we can help further.

       Regards,

       Twarita

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