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ryan_1100
Participating Frequently
May 5, 2025
Answered

Downloading your files

  • I have tried downloading several files in the last couple of months, all get through the preparing file section but majority get stuck at 0%. I end up just screenshoting and cropping. Is there anyway to fix this?
Amitej S
Amitej SCorrect answer
Community Manager
May 8, 2025
Thankyou Amitej,
I think most my recent projects are affected, if you want them all sending I will but tell me if a couple will do. Not sure how to DM them to you or allow you access. If you could tell me how to then I would be so grateful. Thank you for your continued support.
-Ryan

Sent from Outlook for Android<>

Hey @ryan_1100, if you can try downloading any project that has given you a download failure before from a desktop device, it will let us know if the issue was with the project or with the device. 

 

However, feel free to send multiple project URLs for us to check on our end. You can do so by clicking on the mailbox in the top right corner or (https://adobe.ly/4k83MUp) 

 

Thanks!

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12 replies

David__B
David__B
Legend
May 5, 2025

Hi @ryan_1100

I'm sorry to hear about your difficulties. I have a few questions to help me understand a little better. What model or phone are you using, and what is the OS version? Do you get the same failure on a computer, or does it only happen on the phone?


Thanks,
Dave

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ryan_1100Author
Participating Frequently
May 5, 2025
Hi Dave,
I have a Samsung Galaxy A40 (android 10), I don't use my computer, I only use my phone as I mainly use it for Instagram photos.
Thankyou for looking into this.
-Ryan
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Community Manager
mahmoud_5524Community Manager
Community Manager
May 6, 2025

Hi @ryan_1100,

 

Thanks for the update, Ryan — and sorry again for the trouble with downloading!

If your files get stuck at 0% after “preparing,” here are a few steps that might help resolve this directly on your Galaxy A40:

  1. Sign Out and Back In: Refreshing your session can sometimes clear stuck processes.

  2. Clear App Cache: Go to your phone’s Settings > Apps > Adobe Express > Storage, then tap Clear Cache.

  3. Check Storage Space: Make sure your device has enough free space to store the download.

  4. Try a Different Export Format: If you're using PNG or MP4, try switching to JPEG or PDF to test if the issue is format-specific.

  5. Use a Stable Wi-Fi Connection: Downloads can sometimes stall on mobile data, so ensure you're on a reliable Wi-Fi network.

If the problem continues, let us know — we’d be happy to look into alternatives to help you download your work reliably.

 

^MM

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