Brand Colors/Library Issues

[bryanua]

I've been having consistent issues with my Brand Colors not loading in Express. They are available in Adobe Creative Cloud (mac desktop app).

Additionally, there are some general inconsistencies with Express webapp vs. CC app. In CC I can upload assets and organize them into folders. When I go into Express, they are auto-sorted into Overview, Logos, Colors, Fonts, Templates, Assets or Other. Even if this is an intended limitations with Express (for some reason?) I'm guessing its only going to bug out the system/files overtime if Creative Cloud is permitting us to create new folders and move the assets into them. But in this particular case, these missing colors are in the default "Colors" group.

[bryanua]

I should clarify, the recording of Express is when I have an object selected and I'm trying to apply the color from the Brand/Library. The colors also load in Express if I go to the sidebar Menu > Brands > Select Brand > Colors and click on each color.

[bryanua]

Anybody at Adobe that can help a customer?

[bryanua]

@Amitej S @David__B @Lyn_D or any other Adobe Employee that could at least say "hey, I see your issue and I'll take a look at it for you" and perhaps give some sort of solution? There should be a way that I could refresh my library or take some sort of action myself to try to resolve the issue, but since there doesn't seem to be, it would be good custom

[Tarun Saini]

Hi 

@bryanua

,

We're sorry for the delay. Can you please share your Adobe ID with us to investigate the issue?

Regards,

Tarun

[bryanua]

@Tarun Saini thank you for your response. I just sent you my Adobe ID via DM.

[bryanua]

@Tarun Saini can you please confirm you saw my DM? I can't see my sent message in the messages menu at the top right.

Thanks again.

[bryanua]

@Tarun Saini I just sent a follow up DM. Please offer some support today, I've been trying to get help for over a month with this.

[bryanua]

@Tarun Saini don't worry about responding to me. I just recreated a new brand (again). Really appreciate all of the support from Adobe on this issue! Honestly pretty frustrating how many loops I've had to jump through to try to get support from Adobe on a handful of different issues in the past few years! 

[Tarun Saini]

Hi @bryanua,

We apologize for the delay. We're sorry to hear about the challenges you've faced. Are you still experiencing this issue? We're committed to improving our service and making sure you have a smoother experience in the future. Please don't hesitate to reach out if there's anything else we can do to assist you with your new brand.

Regards,

Tarun

[Heather3503562801kx]

I am also having this issue and would love to know if i need to start a whole new brand or if there is a fix that works without having to do all of that.

[bryanua]

@Heather3503562801kx I'd say just go ahead and create a new brand/library.

I waited for way too long to hear back from Adobe and when I did hear back, @Tarun Saini didn't offer any solutions or reach out to say they had taken a look at my account or anything at all.

I've attempted to get help on this via all of the ways I know how, including reaching out directly via email to Adobe employees who have helped me in the past and no one offered to even look into this for me.

For the number of survey requests I get from Adobe asking for my opinion and feedback, it's surprising that they've completely ignored or overlooked my feedback and request for help as a user trying to integrate their new product into my workflow (where I already have a number of other competitive products and services in use). I'm trying to use your products and it's not working as expected. Adobe, please note that I'm using this community and your Feedback channels to try to get help/share my ideas and feedback and you are ignoring, your paying customer.

[ClarisMarketing]

After a few months of not having this problem crop up like OP, its returned for me. 😞