Mobile projects appear blank or black on desktop

Question

I have a bunch of project photos taken with my samsung Galaxy s10+, then uploaded directly to the adobe express app. When I try to open them on my Macbook Air (OS Monterey 12.6.3) the project photos either dont appear and the canvas stays blank white, or I can see the photo start to load before it just fades to black with no options to recover the photo content. I have tried on the app for mac, as well as chrome(with a cache wipe), modzilla, & safari browsers including on incognito modes. The projects still load properly on my mobile device, however the tools I need are not avalible on mobile. It would appear something seems broken but if it is a user error on my part, are there any suggestions on how to fix these issues?

Thanks

Lyn_D · Answer

Hi @Colton282596517176,

Thank you for reaching out, and we a sorry that you're experiencing difficulties viewing your projects, as we know how frustrating this can be.

Could you kindly test this:

Force close your Safari browser - > disconnect from your wifi - > then restart your laptop - > once your laptop has restarted, sign on and connect your laptop to your mobile hotspot instead of the wifi connection you usually use. -> and restest your Adobe Express Projects if it works.

Please, either way, let us know how it goes. We're always here to help and look forward to hearing from you.

Many thanks,

~Lyn 🙂

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