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vtanzi
Known Participant
August 16, 2023

Files Missing

  • August 16, 2023
  • 16 replies
  • 2290 views

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

    16 replies

    V
    vtanziAuthor
    Known Participant
    August 19, 2023

    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

      A
      Adobe Employee
      Abhi.G @ ADBE
      Adobe Employee
      August 18, 2023

      @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

      E
      Emily31751519z4n1
      Participant
      August 18, 2023

      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? 

      V
      vtanziAuthor
      Known Participant
      August 17, 2023

      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

      K
      Karen31729842af1w
      Participant
      August 17, 2023

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

      D
      Dayamudra31736178ts96
      Participant
      August 17, 2023

      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
        Community Manager
        Tarun SainiCommunity Manager
        Community Manager
        August 17, 2023

        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 

        D
        Dayamudra31736178ts96
        Participant
        August 17, 2023

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

        A
        Adobe Employee
        Abhi.G @ ADBE
        Adobe Employee
        August 17, 2023

        [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

         

        K
        Karen31729842af1w
        Participant
        August 17, 2023

        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?!

        V
        vtanziAuthor
        Known Participant
        August 17, 2023

        Hopefully, fixing that bug will resolve the issue--

        V
        vtanziAuthor
        Known Participant
        August 17, 2023

        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

         

         

         

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