why can't I download my completed file. It keeps on saying it is downloading but it never does

Hi 

,

Thanks for reaching out! We're sorry to hear about this. Are you getting any error messages? if so, can you share the screenshot of the error message you're seeing? Is it happening with all project files or with some specific ones? 

Try using the other suggested browsers (Safari, Microsoft Edge, and Google Chrome) or incognito mode to see if it makes a difference.

Also, try clearing the browser's cache and cookies, and restarting the browser and try again. For more information on how to clear cache and cookies check this link- https://adobe.ly/4a5ipUF and how to use incognito mode- https://adobe.ly/4a2UzZV 

Let us know if that helps.

Regards,

Tarun