Comments Unmapping & Images disappearing - Rogue!

[healthynatalie]

This is the 3rd time this has happened with a client where we are trying to work on specific posts where I've mapped comments to an image, shared the file with her in a project and then when she opens or I do the comments unmap. This time images actually disappeared (2nd time on different files this has happened). I can go back into history and retrieve an earlier file but no reason why they unmap or images disappear. Please help. Client is getting frustrated and has impression that Express is "buggy" - I really want to keep her on this platform but if issues keep happening we will have to change.

[healthynatalie]

I mapped each comment to it's respective slide. I then shared. My client's comments are not mapped now and when i reopen I see the same unmapped comments too. please help!

[Tarun Saini]

Hi 

@healthynatalie

,

Thanks for your patience. Are you still experiencing this issue? If so, I understand how frustrating this is for both you and your client. I'll escalate this to our product team to investigate why comments are unmapping and images are disappearing. I'll get back to you once I hear anything from them.

Regards,

Tarun

[healthynatalie]

Yes this is still happening. THank you for helping!

[Tarun Saini]

Hi @healthynatalie,

Thanks for your response. Are the files missing for both you and the client? Do you happen to know the date they went missing? Would it be possible to share screenshots of the image layers that went blank?

Please share the logs with us to investigate the issue- https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Regards,

Tarun

[healthynatalie]

The actual file didn't disapper, the image slides within it did. I could go back in history to retrieve them but neither she nor I deleted them. Additionally when going back then we lost other edits that had been made. A big waste of time - please help! 

[healthynatalie]

In addition to this continuously happening, today images are not mapping either. I can't add assets from my brand kit. I get a arrow going around and around and around. 

you can see one image I uploaded as an "uploaded" image in the background, then when I tried to add a Brand Kit asset, it gives me this grey square of death.  😕  Here is also as requested a screenshot of the mapping issue. It's odd because if I close the file and reopen, SOMETIMES it will remap but sometimes not.  Then while the mapped file is open, if I add a new comment it will all the sudden show unmapped. It's maddening. When comments do "unmap" there is not a way for me to reattach them to the correct slide.  I'm losing so much time over this.