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JoceJoce
JoceJoce
Participant
Aug 4, 2026 1:26 AM UTC
Answered

my Adobe photoshop web is not working.

my Adobe photoshop web is not working. When I drag and drop a photo it says "we couldn't open your document. Please try reloading the page or signing into another account" I've tried reloading a bunch of times, I have no other account. My video card drivers are up to date, and all the other stuff suggested online. Please help

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    JoceJoce
    JoceJoceCorrect answer
    Participant
    Aug 5, 2026 12:20 PM UTC

    New drivers and clearing the cache/cookies did it for me. 

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    6 replies

    menaveed
    Participating Frequently
    Aug 5, 2026 12:46 PM UTC

    A few questions that might help narrow this down:

    • Does this happen with every image, or only a specific file?
    • Which browser are you using, and have you tried another browser or an Incognito/Private window?
    • Are you able to create a new document in Photoshop on the web, or does the error only appear when opening an existing image?
    • Have you checked whether you're signed in with the same Adobe account that has access to Photoshop on the web?

    Since the error mentions reloading the page or signing into another account, I'd also open the browser's Developer Tools (F12 → Console) and see if any errors appear when you drag the image in. That can sometimes reveal whether it's an authentication issue, a blocked request, or a browser-related problem.

    If you can share your browser, operating system, and whether the problem occurs with all images or just one, it'll be much easier to narrow down the cause.

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    JoceJoce
    JoceJoceAuthor
    Participant
    Aug 4, 2026 2:13 PM UTC

    Sorry this has been resolved. There should be a delete button, thanks for your answer!

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    justlearn
    Community Expert
    justlearnCommunity Expert
    Community Expert
    Aug 5, 2026 6:36 AM UTC

    ​@JoceJoce so, what or how did you resolve the issue for future reference for others who may get stuck?

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    m
    JoceJoce
    JoceJoceAuthorCorrect answer
    Participant
    Aug 5, 2026 12:20 PM UTC

    New drivers and clearing the cache/cookies did it for me. 

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      jane-e
      Community Expert
      jane-eCommunity Expert
      Community Expert
      Aug 4, 2026 11:45 AM UTC

      ​@JoceJoce 

      Is this with all images or just the one?

      What is the file format?

      Which browser are you using, and have you tried a different one?

      Jane

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        justlearn
        Community Expert
        justlearnCommunity Expert
        Community Expert
        Aug 4, 2026 9:10 AM UTC

        ​@JoceJoce I just tried on my account for Photoshop on the Web, and had no issues. Maybe try clearing the history, cache and cookies to your browser and sign back into your Adobe account. It might be old cache that is causing the issues

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