HELP!!!!

Report · Aug 17, 2023

I thought the launch of the new Adobe Express would be an amazing thing but it started all wrong. All my projects on mobile are mostly gone (more than 3 years of content is gone), nothing synchs and when I access it on desktop I get a msg saying that it can't be opened and it will be transfered to originals. When this happens, on "originals" folder it says I have to download but all my work loses formats and is totally messed up. Moreover, I don't want to download the assets to image (there are videos on the project) I just want to work and edit them. On my iPad, from hundreds and hundreds of assets I have, only a few show. ALL GONE. Client templates, all gone.

I need this to be reverted or something. I want to have all my work back on mobile, where my agency always work on. Seldom uses desktop. We're grounded now.
Maybe you shouldn't have gone live with a desktop version that synchs with mobile and messes it up, just because there's no mobile update.

HELP PLEASE!

Report · Aug 17, 2023

Hello, I am so sorry for your experience. I completely understand the frustration and would love to help. Can you share your email and the type of device you use? I'll share it with the team to investigate.

Report · Aug 17, 2023

Hi, thank you so much for coming back to me! My agency had client deadlines today as we're missing all those. There's almost nothing on our ipads as you can see from the screenrecording above.
We use Adobe Express on desktop but mostly on ipads, iphone and imac. {Mod note: Personal information has been removed by the moderator}

Report · Aug 18, 2023

Hello,
Any news? I'm freaking out because I can't edit on desktop, They're gone from mobile and I wonder what happens if I recreate a template... Will I lose hours of work again? Regardless.... You guys need to revert the situation here! I can't lose more than 3 years of work done!!!!

Report · Aug 22, 2023

Hi @anabelac81395957

Sorry for the delay. I'll do some checking internally and see what I can find out. Just to confirm my understanding of the issue, you had a large number of projects on mobile that disappeared with the launch of the new version of desktop?

Report · Aug 23, 2023

Hi @David__B, yes correct. It has been a week now since I found out that more than 3 years of work, client templates, branding communications, and tons of assets on Adobe Express were lost just by opening my iPad.

I didn’t convert anything to the desktop, which I seldom use, nor was I given an option or a heads up about what was coming. Up until now, I haven't been able to edit anything on the new desktop AE version—errors after errors.

On the desktop and in 'My Stuff,' I receive a message saying that nothing can be opened and that it will be transferred to the originals. When this happens, in the 'Originals' folder, I can only download it, but all my work loses fonts, becomes completely disorganised, and the quality is miserable. Moreover, I don't want to download the assets as images; I want to be able to edit the templates I have and work on them. On my iPad, out of the thousands of assets I have, only 20 are visible.

I understand the team is under pressure, but I've been incredibly stressed these past week because all of my company's creative social media work disappeared from an iPad, and we are unable to edit anything on the desktop either. I believe this completely justifies my frustration right now. I am clueless about how to proceed from now on, as I'm even afraid of recreating new templates.

All I want is to retrieve our work from several years up until now.

Report · Aug 23, 2023

Hi @anabelac81395957 I am so sorry that you are having these issues. I have been sharing this information with the engineering team that is trying to identify the problem, one being that your files were migrated over from your Ipad to your Desktop. This should not have happened and we're actively working on identifying the issue.

In your recent message, you also mentioned not being able to open your files. Can you share the screenshot of the message you are receiving? This will help me understand the case and share it with the team.

Of course your frustration is justified, and we're trying to find a solution for you. Once again, I'm so sorry this is happening.

Report · Aug 23, 2023

Hiya Erika,

Thanks for coming back on this, appreciate it. Here you have the screenshots... fonts were gone, no editable. 😞 Such a shame. Unfortunately, I had this project with 3 packaging pieces ready to be printed. I didn't have the time to download from the ipad.
I haven't opened anything else there, I fear I do the wrong thing and ruin a template or something important.

Report · Aug 23, 2023

hi @anabelac81395957 thank you for the screenshots.I've looked into this for you and found that this message happens when you have a particularly large project. There is a team actively working to enable conversion for you and others with large projects. I don't have a concrete timeline yet, but will get back to you as soon as it's ready to verify that the issue has been resolved.

Report · Aug 23, 2023

Hi again Erika,
Actually that was not a large project, at least not that I think of it as such. Anyway! I have carefully tried now to open a couple of assets and they seem to open just fine now. Including the one that I have just sent you with the error msgs and missing fonts. I can edit it just fine and the right fonts are there!!! YAY!
Moreover... the projects that unadvertely moved to desktop (which they shouldn't) seem to be working at least, and that is great news. Maybe something was already fixed in the meantime and that's really great news!!!
I'll keep checking other assets and see how they open up. If anything else I'll come back here, if not I guess I'll need to wait for the mobile version to be able to have my projects back there.
Thank you a lot for your help!!

Report · Aug 23, 2023

Hi @anabelac81395957 , thank you for the great update! I'm sorry you received the previous errors, but elated that you are not seeing the issue anymore. I understand your frustration in having your files migrated over to desktop and will inform you of any updates related to this. Please do not hesitate to reach out about any other concerns. Thank you.

Report · Aug 31, 2023

SAME HERE!!! What happened to all of my project files??? All of my work is GONE!! How can that be?? All of the work I did on Spark and afterward, when things started to migrate, now that the BETA version is in place, all of my work on the desktop has POOF, just disappeared. My business logo is NON-EXISTENT. Do I have to start from scratch?? This logo is TRADEMARKED! I am a one-woman show, and to make investments along the way for a SMALL ONLINE yoga studio is a HUGE sacrifice for me. All of my marketing materials, including videos, are gone. I'm really at my wit's end while trying to consider my next steps. I had even developed a NEW LOGO, and that is gone too!! This is a nightmare.

Report · Aug 31, 2023

Hi @Lillyvette32004742e0qy

Sorry to hear about your difficulties. I wondered if your work might be available but in an alternate location.
Have you checked both https://new.express.adobe.com/ and https://express.adobe.com/sp/projects ?
Projects appear in the later location if they weren't automatically converted to the new format to preserve mobile editing options.

HELP!!!!

1 Correct answer