Adobe Express Download performance issues

[Aliya227721669o3t]

We have a student that is having an issue with Adobe Express. When he tries to download as a PDF, the screen blinks black a couple of times, he gets a message that the document has been recovered, it goes to 90% of the file downloading and then it gets stuck and won't finish downloading. We have tried clearing cache, powerwashing computer, using a different Chromebook, and even trying on my teacher laptop. The exact same steps above repeat on all devices. The student was however successful downloading the file as a PNG. Are there any additional troubleshooting tips that we might be able to try? 

[Tarun Saini]

Hi 

@Aliya227721669o3t

,

Welcome to the community! We're sorry to hear about this. Could you please let us know how many pages are there in the PDF you're trying to download? Is this a shared file? 

Also, to investigate further, can you share the project URL with us? You can create a copy of your project and give me edit access to that via private message.

Regards,

Tarun

[Aliya227721669o3t]

Hi @Tarun Saini how do I go about sending a private message? I cannot see a space to message here. Thank you!

[David__B]

Hi @Aliya227721669o3t 

Private messages should be accessible from the envelope in the top right corner. This should be the direct URL
 https://community.adobe.com/t5/notes/privatenotespage

[Aliya227721669o3t]

Here is the link to the project. I do not seem to have the ability to send private messages 

https://new.express.adobe.com/id/urn:aaid:sc:US:02e832db-d870-5e3d-a4d5-b7e4e50b58b3?invite=true&pro... 

[David__B]

Thanks @Aliya227721669o3t

That works, I'll pass this on to our developers

Best,
Dave

[David__B]

Hi @Aliya227721669o3t

Does this link fail to download for you? The developers tested and reported it does work, but it takes a while. I tested myself and found that it worked for me as well. Does it eventually finish for you or eventually result in some kind of error?

Thanks,
Dave

[Aliya227721669o3t]

Hi,

I was not successful at getting the file to download. It would progress to about 90% and then not go any further. I left the page active for at least an hour and was not succesful.