Community Manager

Question

Troubleshooting: Previous Projects not opening in Creative Cloud Express

Forum|Forum|4 years ago
December 13, 2021
29 replies
154970 views

Troubleshooting: Previous Projects not opening in Creative Cloud Express

In troubleshooting this issue, users have found that previous projects to load after clearing browser cache and then logging in using a new "Incognito," (Chrome), "Private" (Safari) or similar window. Projects should be available normally afterward.

Other users have reported success by logging into the mobile app, and then logging back into the browser version using a new "Icognito" or "Private" browser window.

Please try these techniques in troubleshooting this issue.

Thanks,
Kevin

Problem or error

Show previous replies

T

TXCraig1

Participant

My Spark project shows up on my Express desktop app but not the Express mobile app. However, when I open it in the desktop app, there is just a random picture from the project and nothing else. The project itself appears to be complete when go to it online.

Any ideas?

Thanks,

Craig

S

SarahCampion

Participant

Just chipping in that I am enduring the same problem as outlined by users here as is my colleague with whom I am sharing a number of templates we have created. Have cleared cache, tried mobile app and incognito window but no joy.

As this seems a fairly common issue since the migration to Express, is a more solid fix than the ones suggested in the pipeline?

R

Rhys22557309kp2s

Participating Frequently

My previous Spark posts will not load in Cloud now. I've tried everything above so don't ask if I have. Is there another solution?

S

Saquib.Iqbal

Community Manager

Hi there, sorry about that. Things should be working better than that. Can you provide some screenshots/screen-recording of the issue you encountered? We are here to help, just need more info.
Thanks,
Saquib

R

Rhys22557309kp2s

Participating Frequently

I open my project and it just stays stuck with the loading icon in a circle forever. Sorry for short video, that's the longest I could upload without going over the file size.

PXL_20220110_181141122~3.zip

A

angelak51537886

Participant

I've tried all the suggested soluttions below and still none of the Adobe Spark Post projects show up under the projects tab in both the Creative Cloud Express browser & app. I'm worried I lost everything...

S

Saquib.Iqbal

Community Manager

Hi there,

Sorry for the trouble. Can you please confirm that you are logged in to Creative Cloud Express with the same login method (Facebook, Gmail, Adobe ID, Enterprise, or School login) and email that you used to create your missing project?

We ask because your projects are tied to your login method. For example, if you create a project with a Facebook login, then access Creative Cloud Express with Google, you will effectively have made a new account with new/different projects. The same idea would apply if you logged in with two different Gmail addresses. Please check this and let us know.

Thanks,

Saquib

A

angelak51537886

Participant

I used my confirmed, typical log-in. The now fixed issue was there was a personal and a corporate creative profile to pick from when I logged in under my same username/login, all my saves are now under my corporate account.

My issue is fixed, turns out they were never missing, I just was looking in the wrong spot & didn't know Adobe made these new 'profiles.'

Thanks!

龍

龍魁2245440556pz

Participant

Hi Kevin,

My Spark Post was automatically transfered to Creative Cloud a few days ago. As a result, I can't open existing Adobe Spark Post projects in Creative Cloud now.

Please tell me what can I do?

Best regards.

Michael

Kevin-Monahan

Author

Community Manager

Hey there 龍魁2245440556pz,

Sorry to hear that. What happens if you try the troubleshooting steps I mentioned earlier? Did those help? If not, let us know what happens once you try them.

Thanks,

Kevin

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

龍

龍魁2245440556pz

Participant

Hi, Kevin,

Thank you for your fervant reply.

I use the Creative Cloud Express App in an Android device. When the App was opened, there wasn't any interface to access the previous projects which I created in the Spark Post. As a result, I lost all the property.

Please give me some ways to address the problem.

Best regards.

Michael

S

Southside Jukes

Participating Frequently

Tried all the above and still not working...I believe migration of Spark users was shoddy and is causing this problem.

Kevin-Monahan

Author

Community Manager

As I understand it, the issue you earlier posted about was related to your corporate account migration. I think you have resolved that issue already, haven't you, Southside Jukes? Let us know! 🙂

Thanks,
Kevin

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

B

Brent22274680yaqp

Participant

Hello,

I tried these solutions and I'm still unable to access some of my previous projects. Any assistance would be greatly appreciated.

Thanks,

Brent

H

Hajar22408078yx0i

Participant

Same here

Kevin-Monahan

Author

Community Manager

Still facing this issue, Hajar? I hope not. Let us know if you found a resolution for this issue or not, please.

Thanks,
Kevin

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

D

DrawSomething

Participant

I have tried these solutions multiple times and I still can't get my projects to load. Are there others with my experience?

Kevin-Monahan

Author

Community Manager

Tineke5C2A,

Sorry. You might try logging in with your mobile device, then return to your computer to log in. That has worked for some folks. Let us know if that helps.

Thanks,
Kevin

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

D

DrawSomething

Participant

I did try that. I tried everything you suggested in your original post, and no luck.

C

Chris22244353ptiy

Participant

Thanks for the solution, Kevin. This worked for my student who had lost access to a previous project. Since our students do not have permissions to open an Incognito window, I just open a guest window on my laptop and she logged in there, then cleared her cache, and then had no other problems on her laptop.

Kevin-Monahan

Author

Community Manager

Right on, Chris. Thanks for letting us know your methods in finding a solution.

Regards,
Kevin

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

F

frankie.9567

Participant

it won't let me Do poster

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