Adobe Express MP4 download error on work device

Report · Oct 24, 2024

I have seen other folks have issues with this but they haven't reached a resolution yet.

I, as well as my other coworkers, are unable to download only MP4 files created in Adobe Express. We get an error that reads "Download failed. An error ocurred while downloading your file. Please try again."

Here is what I have tried that has not resolved this:

Downloading in Chrome
Donwloading in Explorer
Downloading on Windows
Downloading on Mac
Downloading in Chrome incognito mode
Restarting laptop
Downloading through WeTransfer plugin in Adobe Express
Downloading through the Adobe Express desktop App downloaded through Microsoft Store
Clearing Cache and Cookies in Chrome
Downloading lower resolution files

What has worked is using the app on my personal phone to download the file, and then emailing the MP4 to myself on my work laptop. Unfortunately this is not a good work-around process for our company.

Here is the link to a test file: https://new.express.adobe.com/id/urn:aaid:sc:VA6C2:77d34608-5226-5e50-bc50-f964314815dc?invite=true&...

I have reached out to my company's IT team and am waiting to hear back from them.

Any help is appreciated, thank you!

Report · Oct 25, 2024

Hi

@Antonina_P

,

We're sorry to hear about this. This issue is typically due to a used stock asset's licensing change; delete any blank layers in your file if there are any. Try duplicating the file and check again. Also, please grant us the edit access to check if we're able to download it or not.

Regards,

Tarun

Report · Oct 25, 2024

Hi Tarun,

I duplicated the file and just have a test text block in, and the error is still showing when trying to download. Here's the file with editing access: https://new.express.adobe.com/id/urn:aaid:sc:VA6C2:3fab17d2-e0e6-5e81-a98b-6e59f6e5f950?invite=true&...

Report · Oct 28, 2024

Thanks for sharing the project URL. I have shared the info with our product team. Once I hear anything from them I will keep you posted.

Regards,

Tarun

Report · Oct 28, 2024

Thank you!

Report · May 15, 2025

Did you hear anything back?
I'm having same issue.
I'm not using stock anything. Just my own videos and music...

Download gets to optimization around 63% and then download failed...

I tried clearing cache and all that. Still nothing.

Report · May 16, 2025

Hi

@J. P. Visuals

,

We're sorry to hear about this. Is it happening with all projects or just this one? Can you share the screenshot of the error message you're getting?

Did you 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

If the above steps doesn't help, can you share the project URL with me via private message? Private messages should be accessible from the envelope in the top right corner. This should be the direct URL
https://adobe.ly/4kk3XMm

Regards,

Tarun

Report · May 22, 2025

I've had the same issue, Tarun. Do you have any further advice?