Cannot download mp4 file

[susanne_6124]

I created a video file for Instagram (Reel format) but now I am unable to download it which is really frustrating as I want to post it on Insta.

I tried different browsers and cleared the cache but still no chance of downloading. What else can I do?

Also, I had the following problem last week: I created a reel and changed it around a bit. I send the sharing link to my boss so she could give me feedback on it. When she clicked on the link, the video that was shown was not the final version but some incomplete version from the middle of the process. Pretty frustrating.

This happens most of the time that the versions of the videos differ from user ot user. What I mean with that is that whenever someone accesses the app from a different device, the state of the video differs. I thought this app was helpful if you want to work together on a project online but it seems to me that the data in the cloud isn't always synchronized.

[mahmoud_5524]

Hi @susanne_6124,

I understand how frustrating this must be, and I appreciate the details you’ve shared. Let’s try a few steps to troubleshoot the download issue:

1. Check Your Internet Connection – A slow or unstable connection might interrupt the download process. Try switching networks or using a wired connection.

2. Try Incognito Mode – Since clearing the cache didn’t help, try downloading the MP4 file in an incognito/private browsing window.

3. Check Available Storage – If your device is low on storage, the file may not be saving properly.

4. Try Exporting Again – If the video file isn't generating properly, go back to your project, make a minor edit (like moving a text box slightly), and then try exporting it again.

I hope this helps! If you're still experiencing issues, please let me know so we can explore other solutions together.

^MM

[susanne_6124]

Hi Mahmoud,

nothing of the below steps helped. What can I do now? I really need to export this video.

[Hilde Holte Eriksen]

Hi1 I have the same problem. I am able to download, but the downloaded mp4 files are corrupt and cannot be played back. Other mp4 files will play, only the recent downloads from A Express are corrupt. Have tried all your suggestions for several days now (internet connection, storage, clearing cache and cookies, restarting, creating duplicate projects and what not), but nothing seems to work. Please fix this bug or advise what to do. Thanks. 

[David__B]

Hi @susanne_6124, and @Hilde Holte Eriksen

Sorry to hear you're both still having difficulties. Could you also try duplicating the project and downloading from the copied instance? Do you get any error with the download? How long is the video? Would it be possible to share the duplicate privately with me?

Thanks,

Dave

[susanne_6124]

I duplicated the video but still it wasn't possible to download the file. The error message reads: An error occured during download. Please try again.

Not real helpful. But your colleague could download the file apparently and I guess he can send it to me.

Could you please fix the problem as I have to download files regularly?

[Hilde Holte Eriksen]

I have tried to duplicate, yes, and also edited one of the duplicates to a shorter version. My original video is approx 24 seconds. On my side, I am able to downloas a file which cannot be opened. The error says "comprimating error". 

[David__B]

Hi @susanne_6124, and @Hilde Holte Eriksen

Thanks for testing. Would it be possible to share a link to the file with me privately? I'll test downloading myself and share the issue with our developers. I'll send you both a private message here through our forums.

[Hilde Holte Eriksen]

It suddenly works now, no changes from my side. Thanks, 

[luca_8174]

hi not working ? says i have yose all of my generatons

[Jennifer5EF9]

I wanted to share that this happened on my work environment and we learned that there was a Zscaler setting that was blocking anything considered "AI" and for whatever reason, the video download was getting caught up in that block. Once they made an exception for Adobe Express and AI, I was able to download videos again. Hope that helps!

[katring48246876]

Hello! Could you please help me? I'm unable to download a 2880 x 94 px video in mp4 format. It works as a gif download, but not mp4. Every other video file I created I was able to download.

Could it be the format?
I tried deleting the cache and in inkognito mode, didn't help.
Thanks!

[Tarun Saini]

Hi @katring48246876,

Welcome to the community! We're sorry to hear about this. Could you please let us know if you're using the standard videos or the social video options? If possible, can you share a screen recording of the issue to investigate further?

Are you creating a video from scratch or using one from your local drive? If using one from the local drive, what is the format of the video?

We're here to help, just need some info.

Regards,

Tarun

[katring48246876]

Hello and thanks for reaching out!

The video format is 2880 x 94 px

I created a video from scratch. In it are animated fonts and logos. NO Stock-Pictures or Stock-Videos.

Is there anything else I could try?

Thank you,
Katrin

katrin geistler

headline werbeagentur gmbh
{Mod Note- Personal information has been removed by the Moderator}

[Tarun Saini]

Thanks for your response @katring48246876,

Does it give you any error? Also, can you share the video with us by uploading it through a cloud storage link to check further? 

Regards,

Tarun

[katring48246876]

Yes, it gives me an error "Download failed". I tried in different browsers.

I made a copy of the video - here is the link to access, please delete it after you used it.

[mahmoud_5524]

Hi @katring48246876,

Thank you for sharing the link. We’ve noted it for investigation and will delete it immediately after use as requested. Your data privacy is very important to us, and we’ll handle it with care. I will update you as soon as I have feedback.

^MM

[mahmoud_5524]

Hi @katring48246876 ,

Thank you for your patience. We’ve shared your case with our engineering team, and here’s their update:

The video resolution 2880 x 94 px is currently not supported for MP4 export. Video exports in Adobe Express must have dimensions between 146 x 146 px and 4096 x 4096 px. GIF exports, however, are supported for dimensions between 50 x 50 px and 4096 x 4096 px, which is why your GIF export works.

To export your video as MP4, we recommend adjusting your document’s height so it falls within the supported range. Once adjusted, the MP4 export should work correctly.

Please let us know if you’d like guidance on resizing your document – we’re happy to assist!

ˆMM