Skip to main content
Adobe Employee
February 10, 2024
Question

Ps Mobile Generative fill fails, cannot sign in after re-install

  • February 10, 2024
  • 0 replies
  • 75 views

App: Photoshop Mobile v 5.4 (20231204.515)

OS: iOS17.1.2

Hardware: iPad Pro (12.9-inch) (5th generation)

 

This has happened twice now. After using generative fill a lot (it's fun!) over several weeks, it suddenly stops working, with an error suggesting a service outage. After seeing nobody else reporting an outage, I try re-installing the app, then can't sign in. It took me a long time to figure out a work-around.

 

Repro steps:

  1. Signed in with corporate account under corporate profile
  2. Use generative fill several times a day over the course of weeks or months
  3. Eventually note that it stops syncing to the cloud, and then starts again
  4. A couple days after that, the generative fill will stop working, showing an orange error message. Instead of the usual 30-40s to respond, it takes 2-3s, and instead of the "...something wrong with the results. Please leave feedback..." error, it says "Thanks for your patience" (paraphrasing), as though it is a service outage.
  5. Uninstall the app and reinstall
  6. At the sign in prompt, tap "sign in with Adobe"

 

Expected:

  1. Generative fill keeps working
  2. Tapping "sign in with Adobe" shows the login form

 

Actual:

  1. Every generative fill attempt fails with the error thanking me for my patience
  2. Error message saying "could not sign in"

 

Work-around:

Sign in with Apple. When it asks you to purchase a plan, tap the "sign out" button. Then the "sign in with Adobe" option works, and generative fill works again.

 

The first time this happened, I think I tried signing out and signing back in, which got stuck at the "fetching subscription details spinner", and after that, I couldn't use Ps at all. Force-quitting the app and re-launching would not give the option to sign in, it'd just show the fetching subscription details spinner, and after about a minute, I'd give up and try force-quitting again. Then I tried uninstalling and re-installing the app and got stuck on the sign-in page unable to use the "sign in with Adobe" option. Finally, signing in with Apple and signing out again got everything working again.

This topic has been closed for replies.