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Brian Hoyt
Brian Hoyt
Participant
Dec 15, 2021 6:11 PM UTC
Answered

Adobe Spark (now Adobe Creative Cloud Express) errors and HEIC files

I think this is the right place for Adobe Spark questions, if not sorry. I have two issues. First, it appears that Spark doesn't support HEIC files? Is this true? More than two years after them being common still no support?

 

Second, I support a school and several of my students have gotten this message:

Bad Connection
Sorry, we are unable to connect to our servers. Please visit this article to check that access is allowed to all required domains, then try again.
Error: E_FETCH_MUSIC
Domain: cc-api-storage-creativesek.adobe.io

We have tried it on machines with no firewall outside of school and error persists, so I don't think it is a blocking policy. It seems like maybe a corrupt project. There is no ability to access the project at all. Anyone seen similar?

Thanks.

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Saquib.IqbalCorrect answer
Community Manager
Dec 15, 2021 6:44 PM UTC

Hi Brian, 

 

Thanks for reaching out and yes, you are at the right place for Adobe Creative Cloud Express (Adobe Spark) questions.

 

Right now, unfortunately, HEIC formats are not supported. It's something we are looking into though! You can directly let our engineering team know about it by putting up a feature request here.

 

For your second question, would you be able to clear cache and try again with the incognito/private mode on the browser you are using?

 

Let us know if this works.

 

Thanks,

Saquib

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3 replies

Community Manager
Saquib.IqbalCommunity ManagerCorrect answer
Community Manager
Dec 15, 2021 6:44 PM UTC

Hi Brian, 

 

Thanks for reaching out and yes, you are at the right place for Adobe Creative Cloud Express (Adobe Spark) questions.

 

Right now, unfortunately, HEIC formats are not supported. It's something we are looking into though! You can directly let our engineering team know about it by putting up a feature request here.

 

For your second question, would you be able to clear cache and try again with the incognito/private mode on the browser you are using?

 

Let us know if this works.

 

Thanks,

Saquib

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    Brian Hoyt
    Brian HoytAuthor
    Participant
    Dec 15, 2021 6:51 PM UTC
    quote

     

    Right now, unfortunately, HEIC formats are not supported. It's something we are looking into though! You can directly let our engineering team know about it by putting up a feature request here.

     

     

    By @Saquib.Iqbal

    There is an idea there on that topic from 3 years ago - Importing HEIC/HEIF photos – Community feature requests for Adobe Creative Cloud Express! (uservoice.com)

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    Kevin J. Monahan Jr.
    Kevin J. Monahan Jr.
    Legend
    Dec 15, 2021 11:53 PM UTC

    Sorry about this, Brian. With only 5 upvotes, this request is not getting the attention it deserves. I will let the product team know.

     

    Thanks,
    Kevin

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    Kevin Monahan - Sr. Community and Engagement Strategist – Adobe Pro Video and Audio
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