Data is gone

Report · Mar 19, 2024

When trying to log on recently, it appears that all of my data is gone. The thumbnail is correct, but nothing is being displayed.

Report · Mar 19, 2024

Hi @Eric35439251kxo2

Sorry to hear about your difficulties. A few questions to better understand.

- How long ago did you log in and see the data?

- Is there any chance you might be using a different email address now than you had previously?

- If you had files from an older version of the app, they may be here: https://express.adobe.com/sp/projects

Hope this helps,
Dave

Report · Mar 20, 2024

Thanks for the follow up!

As far as older version of the app, these projects have been created using the web version.

I first noticed the issue on Saturday March 16th, 2024 using Firefox. I thought it might be related to my computer so yesterday I tried to use Firefox on a different machine as well as Chrome (which has worked in the past).

Today, March 20th, 2024, I was able to log in successfully with Edge and my project was present.

On the same machine, I tried to view using Firefox and while the background image appears, the text is missing.

I know for a little while there was a banner that said not to use Firefox, but that has since been removed so I don't know what is going on with being unable to view text in Firefox

Report · Mar 20, 2024

Hi @Eric35439251kxo2

Thank you for the additional info. Firefox was unsupported when the new desktop version came out, but is supported now.

A few additional questions:

- Are you getting different results with the same browser on different computers?
- Are all browsers up to date?

- Does clearing the browser cache make any difference? https://support.google.com/accounts/answer/32050

- Does working in incognito/private mode make any difference? https://support.google.com/chrome/answer/95464

Report · Apr 01, 2024

Sorry, I didn't get an e-mail for some reason.

1) I'll have to double check, but the computer that I normally use Firefox on is Linux, but I can check on a Windows machine tomorrow.

2) Yes

3) I'll have to double check.

4) No difference. That's generally my first troubleshooting step.

Report · Apr 02, 2024

Hi

@Eric35439251kxo2

,

Please let us know about the results when you try steps 1 and 3. Is it possible for you to share the project URL to investigate further?

Regards,

Tarun