Cannot import images into ANY template or document

Question

I remember when Adobe was the upper echelon of programs. I'm not sure what has transpired in the last decade as I took a break from graphic design until now. I recently got involved in marketing and advertising for a very successful hotel. I discussed with the owner having a graphic suite available in-house and suggested we subscribe to Adobe full package. We did.
 
For 1 month it worked flawlessly and made my job pretty easy. I was happy. Then they decided to port all of Adobe Spark over to a different packaging: Creative Cloud Express. I thought nothing of it until I went to advertise a time critical sale. I cannot import our custom images into ANY template or document now. Their tech support is "clown shoes" (that was the term I used with them). After 4 concise and direct emails went unanswered, they reached out to me in VERY BAD ENGLISH to ask for a screenshot of the problem. Really ?!? I need to take a screenshot of your error screen???
 
Maybe... (and this is just a thought) rather than pay Billie Eilish to tell us how to draw, (who by the way is a singer, her brother is the real creative) you could invest those endorsement dollars into making a tech support department that is intuitive, prompt, and doesn't ask their customers to work for them. 
 
Maybe I'm wrong... maybe this is the new standard. I, for one, will go back to using the incredibly unstable platform, Inkscape. It is supported by the very community that made it and continues to be FREE and something people care about. I wish Adobe cared about their products, but Technical Support is a big part of your Product. Not just flashy icons and templates. 
 
Good Luck! I hope someday you return to the quality standard that many of us have come to expect from your name, but today, sadly, is not that day.
 
RIP: Adobe I used to love.
 
Moderator note: Title changed to reflect customer's issue with the product.

Kevin J. Monahan Jr. · Accepted Answer

Day 7 of being broke down... no response from your company.

Hey there cambriashoresinn,

Sorry about this. I saw your helpful video. Thank you. I tried to reproduce your steps but I was not successful in reproducing the bug. I was able to swap out a template image with one of my own which came in as an asset from one of my personal Libraries. I have a feeling that something may be amiss with those images and Adobe Creative Cloud Express.

What is the format of the images? I do know that the HEIC format is not supported. If they are HEIC, have you tried saving the images in a more common format like .jpg?

Are the images very large? Have you tried resizing the images so that they are smaller?

Sorry again for your issue and for your problems with support. You can send me a private message with any details and I will try and remedy the problem, if I can.

Please return with any results or further questions after checking out these issue. Though it is the holidays and we are operating with fewer support representatives until the New Year, we will do our best to help you out.

I changed your title so that the community can assist with your issue more easily. Sorry again for the frustration.

Thanks,
Kevin

Manmeet2016 · Answer

Hi Cambriashoresinn,

Thank you for reporting this issue to us and we really apologize for all the inconvinience caused to you. Please do not worry as you are in the safe hands now. We have checked the thread however we could not find the exact error that you do receive while performaing that task. Kindly, provide us the below information, it will help us to get to the root cause of the problem.

- Since when are you facing this issue?

- Have you done any upgrade?/changes?

- Screenshot of the issue, if possible.

We thank you for your patience in advance. We will be looking forward for your response.

Thanks,

Manmeet

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