Files Missing

[vtanzi]

I opened the new Adobe Express this afternoon--and I have a missing file--I cannot open it. Please help?

[vtanzi]

I just moved all my files to the New Adobe Express. But one of my project files is missing?  Is there anyway to get it back?  It was a huge project that will not open

VLT

[Amitej S]

Hey @vtanzi,

Thanks for reaching out, and welcome to our community!!

Can you share the full screenshot? Are you looking for files you created using the previous Adobe Express version? Have you tried accessing your old files by clicking on Access Files, as shown in the screenshot attached? If yes, then your files would be in the folder named [Originals]

You can also try clearing the cache/cookies of the browser to check if that makes any difference.

Let me know if you're able to access your files.

Best,

Amitej

[vtanzi]

Dear @Amitej S 

Thank you--Yes I clicked on Access Files--probably 95 percent of my Web Pages open.  I have one that I was working on that will not open.  I have 2 that I had previously published that I cannot open.  I cleared the cache but still cannot open them.  Do you have any other suggestions?  

Vito

[vtanzi]

[Abhi.G @ ADBE]

Hi @vtanzi,

When you say you have two project files that do not open, do you encounter any error dialog/message, or does the content simply fails to load or hangs?

If you see the ids of the projects in the browser's address bar when you try to open them (say something like https://new.express.adobe.com/webpage/design/urn:aaid:sc:US:18916eba-f7bb-4fd5-a402-b85617457b7b), could you share those, as well as your adobe id (the email you log in with). If you prefer, you can DM me.

Thanks,
Abhi G

[Abhi.G @ ADBE]

@vtanzi : one more thing: we are aware of a bug that causes some web pages to convert incorrectly so they wouldn't open. We're hoping to deploy a fix soon, following which it will be possible to re-convert those web pages.  Let's hope this applies to your two projects 🤞

Abhi G

[vtanzi]

Thank you Abhi.G @ ADBE 

My Webpage Projects just hang--I can see the ID but it will not open. 

My Log in ID is tanzi@mac.com 

Here are examples of the files--thank you for helping me

[vtanzi]

Hopefully, fixing that bug will resolve the issue--

[Karen31729842af1w]

I have the same "cannot covert files" error.  I was on the phone with a dedicated Adobe Express team member for over 2 hours last night.  We screen shared and he took some sort of console files from my desktop.  I was told I would get a call back in 24-48 hours!!!  My project (that I CANNOT access is due tonight!  So stressful and it seems like Adobe is clueless.  Why/how do you launch a new version without knowing there are issues?!

[Abhi.G @ ADBE]

[Removing the following until we have confirmation that the fix is deployed]

@vtanzi

The conversion bug I mentioned (specific to Web Page files) is now fixed. Could you try re-conversion again using these steps?

1. Duplicate the file that won't open (for backup)
2. Delete the file that won't open
3. Go to the [Originals] folder
4. Click on the original file thumbnail; this brings up a dialog saying that the file is already converted (but that doesn't matter)
5. Click the "Open converted file" button; this will re-trigger conversion
6. After conversion completes, the file should open
7. The re-converted file is unfortunately left in the [Originals] folder, but you can easily move it where you wish
8. If everything looks ok, you can safely delete the backup file created in step 1

Please let us know if it does or doesn't work.

Thanks,
Abhi G

[Dayamudra31736178ts96]

I compiled all my doctoral work on an Adobe pageand nowit is gone? HOW to recoverit?? The virtual assistant is no help. Come on, Adobe...

[Tarun Saini]

Hi @Dayamudra31736178ts96,

Did you create the work in the current version of Adobe Express? Try going into your stuff section and selecting the blue square which says access files & see if you have the file there and try to move it from there.

Let us know if that helps.

Regards,

Tarun 

[Karen31729842af1w]

It's not fixed!  I cannot duplicate the file that won't open because now the file is GONE!!!!!

[Dayamudra31736178ts96]

Thanks, Tarun. Someof my old files are there but not all. One file is comletely lost. I so hate Adobe right now.

[Dayamudra31736178ts96]

PS- I see you work at Adobe. I'd lvoe to send you the file and see if you can recover it for me. It was an Adobe page..

[vtanzi]

Dear Abhi.G @ ADBE 

Thank you for your message.  I tried the steps you outlined.  I never the dialog saying that the rile is already converted.  Once I click on the thumbnail it just hangs and nothing happens. 

Vito

[Emily31751519z4n1]

Hi there, 

I've tried different browsers, logging in and out, clearing caches/cookies, and I'm still unable to access my files from my Homepage as well as the "Original" folder. I have several projects I'm working on and need access to. Can you please provide additional troubleshooting steps I could take? 

[Abhi.G @ ADBE]

@Emily31751519z4n1 

Perhaps this was ambiguous naming on our part, but note that the [Originals] folder is where a copy of your file is preserved for download-only access  -- after the file from the previous version has been migrated and then converted to the new format.

However, as I outlined in https://community.adobe.com/t5/adobe-express-bugs/old-express-files-gone/idc-p/14016699#M442, files are not always migrated automatically. It is quite possible the files your are finding missing may still be in the previous location  https://express.adobe.com/sp/projects

Could you please check there and let us know? If you still don't find them there, please send us your adobe id (the email you log in with) -- you can DM me if you prefer.

Thanks,

Abhi G

[vtanzi]

I have an update

A huge thank you to Abhi.G @ ADBE and the entire team at Adobe for their continuous support.  I am extremely relieved to have all my files back.  I am very grateful to get my work back.  Thank you

Vito

Vito