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Cannot download document

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I have done this successfully before but cannot download a document. I finish and save a document. Click download. It goes where I save it to on my pc. They I try to open it and the document looks like a screenshot that is greyed out. I cannot open it, click on it or do anything to it. This is a big problem if I can’t get documents out of Adobe Express other than to print them.

Rose DVCorrect answer

Community Manager

Really glad we were able to sort out both issues!

For anyone else experiencing the same:

Issues with downloads showing as greyed out: clear cache/cookies first and try in an incognito browser to see if that clears up the issue.
“Your Stuff” disappearing:
- Do a full refresh - close the browser completely (not just the tab) and reopen Express, rather than just reloading the page.
- Double-check you're signed into the same Adobe account you normally use. If you have more than one (a personal and a work/school login, say), projects saved under one won't show when you're in the other - this is one of the most common causes of "everything's gone."
- Try opening Your stuff in an incognito/private window. If your projects show up there, it points to a sync/cache glitch on your normal session rather than lost files.

Glad we got it solved @Radiant_Wizard608c !

Rose

R

Radiant_Wizard608cAuthor

Participant

Hi, thank you Rose, I screen shot all your replies- they are very helpful.

I was able to log in correctly. I’m just not sure how I got logged out and back in with the wrong one, but now I know how to switch back and forth!

Thank you again.

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Radiant_Wizard608cAuthor

Participant

Hi, it was a case of signing in with a different account, but i don’t know how I got signed out in the first place. I was unaware that i have two accounts. I noticed it said I was signed in personally and do I want to switch to the business account. That brought me back. WHEW!

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Rose DV

Correct answer

Community Manager

Really glad we were able to sort out both issues!

For anyone else experiencing the same:

Issues with downloads showing as greyed out: clear cache/cookies first and try in an incognito browser to see if that clears up the issue.
“Your Stuff” disappearing:
- Do a full refresh - close the browser completely (not just the tab) and reopen Express, rather than just reloading the page.
- Double-check you're signed into the same Adobe account you normally use. If you have more than one (a personal and a work/school login, say), projects saved under one won't show when you're in the other - this is one of the most common causes of "everything's gone."
- Try opening Your stuff in an incognito/private window. If your projects show up there, it points to a sync/cache glitch on your normal session rather than lost files.

Glad we got it solved @Radiant_Wizard608c !

Rose

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Rose DV

Community Manager

Hi @Radiant_Wizard608c!
That "greyed-out screenshot I can't do anything with" description is a helpful clue!

When you download and it lands on your PC, what's the file type - does the filename end in .pdf, .png, or .jpg? That tells us a lot:

If it's a .pdf and it looks flat/greyed and won't respond to clicks, it likely just opened in a preview-only viewer. Try right-clicking the file → Open with → Adobe Acrobat (or your browser, e.g. Chrome), and see if it opens normally there.

A couple of quick things that help me pin it down if the above doesn't sort it:

What are you opening the file with once it's on your PC?
Are you on Express in a web browser or the desktop app?
Can you upload a screenshot or two here of what you're seeing both pre- and post- download?

Rose

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Radiant_Wizard608cAuthor

Participant

HI Rose, thanks for replying. I am downloading it, then opening it then trying to save it to a folder in a shared network drive. I am on Chrome- I tried clearing out the browser cache and it did seem to do the trick.

I just logged back into it and now I seem to be having another, larger issue. All my documents are gone?! There is nothing in “my stuff”- I had several folders of work save.

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Rose DV

Community Manager

Glad the cache clear sorted the download - but let's put that aside...

First, the reassuring part: when projects vanish from Your stuff like this - especially right after a login - it's far more often a display or sync issue than anything actually deleted. I've seen this exact thing resolve and the work come back intact, so try not to panic yet.

A few things to try, roughly in order:

→ Do a full refresh - close the browser completely (not just the tab) and reopen Express, rather than just reloading the page.
→ Double-check you're signed into the same Adobe account you normally use. If you have more than one (a personal and a work/school login, say), projects saved under one won't show when you're in the other - this is one of the most common causes of "everything's gone."
→ Try opening Your stuff in an incognito/private window. If your projects show up there, it points to a sync/cache glitch on your normal session rather than lost files.

If they're still missing after all that, I'll have you chat with our direct support (https://adobe.ly/4gimPLw.)Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction. Also, if you don’t see the chat feature you may need to accept all adobe cookies.

But I'm fairly hopeful this is a sync hiccup rather than lost work!

Rose

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