Bug in Adobe Express templates

[Saskia_1234]

Hi, 

I'm working with custom made templates (sjablonen in Dutch) in Adobe Express. We've created our own Templates in our own housestyle. But when I use a template to create a document and work in it, I very often get the below message. The English translation is:

You don't have access to this document

Renew the page to contact the doucment owner or go back to start. 

Buttons: Back to start / Renew

This message is really strange, since it's my document I'm woking on, I'm the owner. 

When I get this message I can't continue working and need to start again. Is this a known bug and does anyone know what causes this, and how I can solve this?

Thanks. 

[Tarun Saini]

Hi 

@Saskia_1234

Welcome to the community! We're sorry to hear about this. Could you please answer some of the questions below-

• Does this happen with all templates, or just specific ones?
• Are you working alone, or do multiple users have access to the same templates? 
• Have you noticed any patterns- does this error occur after a specific action? 
• Are you using Adobe Express on a browser or the mobile app? If a browser, does switching browsers help?

Also, 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 that doesn't help, instead of opening the template directly, try duplicating it first and working from the copy to check if that helps. Also, please ensure you're logged in with your correct email.

Regards,

Tarun

[Saskia_1234]

Dear Tarun, thanks for your reply. 

Here are my answers to your questions:

• Does this happen with all templates, or just specific ones?
  • this happens to all templates we have created.
• Are you working alone, or do multiple users have access to the same templates? 
  • we work with a team of three and we all three use the templates. and we all have this issue. We're not working together in thesame docment at the same time. 
• Have you noticed any patterns- does this error occur after a specific action? 
  • not really a pttern, it happens with several actios. Sometimes immediately when you open the document I created, basd on the template. But also with an action in the documen (changing text or images)
• Are you using Adobe Express on a browser or the mobile app? If a browser, does switching browsers help?
  • Both, it happens in both the browser and the mobile app. We already tries different browsers, that didn't help. 

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 

• Already tried this, this didn't help unfirtunately. 

If that doesn't help, instead of opening the template directly, try duplicating it first and working from the copy to check if that helps. Also, please ensure you're logged in with your correct email.

- will try duplicating the template. 

If you have any other suggestions, please let me know. 

Kidn regards

[Tarun Saini]

Thanks for your response 

@Saskia_1234

Could you please check if you're signed in through the right profile or not? Please ensure you're logged in, in the correct one-

Please check this article for more info- https://adobe.ly/41KTpiU

Regards,

Tarun

[Saskia_1234]

Thanks, I'l check this.