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TXTrev
Participant
Nov 2, 2022 12:39 AM UTC
Answered

Unable to Access / Select Photos

When using the Adobe Express mobile app, the photo stream doesn't show all the photos from my phone and when I go to select one to add to a project, it won't allow me to add it to a project. My preferences are set to allow access to all photos. What else should I be checking?

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Lyn_D
Lyn_DCorrect answer
Inspiring
Feb 24, 2023 7:55 AM UTC

Dear all( @TXTrev , @ScottAM54),

 

Thank you for being patient.

Our engineers have informed us that a fix has been applied to the latest Adobe Express iOS v11.13.0, which is now available for download/ update in your app store.

Also, please ensure your devices run on the latest OS for iOS v16.3.1.

 

Once your adobe Express App and your device is up to date, kindly test this and confirm either way if the fix has worked for you.

 

Thank you for being part of the Adobe Express community.

 

We are always here to help, and we apologize again for any inconvenience caused.

 

I'm looking forward to hearing from you.

 

Many thanks,

~Lyn

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7 replies

ScottAM54
ScottAM54
Participant
Nov 13, 2022 2:44 PM UTC

This bug exists for me as well, even after removing the app, rebooting phone, reloading app and giving it access to all photos. I found that by moving the photo I want to another collection, it would show up in the app. 

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    Lyn_D
    Lyn_DCorrect answer
    Inspiring
    Feb 24, 2023 7:55 AM UTC

    Dear all( @TXTrev , @ScottAM54),

     

    Thank you for being patient.

    Our engineers have informed us that a fix has been applied to the latest Adobe Express iOS v11.13.0, which is now available for download/ update in your app store.

    Also, please ensure your devices run on the latest OS for iOS v16.3.1.

     

    Once your adobe Express App and your device is up to date, kindly test this and confirm either way if the fix has worked for you.

     

    Thank you for being part of the Adobe Express community.

     

    We are always here to help, and we apologize again for any inconvenience caused.

     

    I'm looking forward to hearing from you.

     

    Many thanks,

    ~Lyn

    Translate
    ScottAM54
    ScottAM54
    Participant
    Feb 24, 2023 12:35 PM UTC

    This fix appears to have worked for me. 

     

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      Lyn_D
      Lyn_D
      Inspiring
      Nov 2, 2022 11:13 AM UTC

      Hi @TXTrev ,

       

      Thank you for reaching out.

       

      Kindly try to delete the Adobe Express App, then reboot your phone, and reinstall the Adobe Express App.

      When you try to add a picture you'll get a popup stating that: "Adobe Express" Would like to Access Your Photos, click on: Allow Access to All Photos, retest and let us know if this post has helped you by clicking on Like and Correct Answer. 

       

      Many Thanks,

      ~Lyn 🙂

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      TXTrevAuthor
      Participant
      Nov 2, 2022 1:05 PM UTC
      Unfortunately, no, this did not work. I get the same errors.
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        Lyn_D
        Lyn_D
        Inspiring
        Nov 3, 2022 11:11 AM UTC

        Hi @TXTrev,

         

        Thank you for updating us.

         

        We are aware of the issue that users are unable to view all of their pictures and we are currently trying our best to solve this problem as soon as possible, however, we do not have a time frame on when this will be resolved.

         

        We will provide you with an update once this has been resolved.

         

        Many Thanks,

        ~Lyn 🙂

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