Icons (in Elements section) Not Working

Report · Sep 18, 2023

Left side bar > Elements > Icons No thumbnails load. Clicking "View all" on any given section does not load thumbnails. Searching in Icons, results load no thumbnails. Clicking on any non-loaded thumbnails from any area (just Icons section or in search results) does no add any and often results in a "This icon cannot be added. Please try again." Working in Google Chrome, Version 112.0.5615.138. Have set Adobe as an "allow all third-party cookies" in my Chrome settings (including subdomains for Adobe sites).

Report · Sep 25, 2023

Hi @ShayS17

Sorry to hear about your difficulties. I'd recommend trying troubleshooting below. It often helps in cases like these.

Test in different browsers - Chrome, Edge, Safari
Try clearing the browser cache - https://support.google.com/accounts/answer/32050
Test in incognito/private browsing mode - https://support.google.com/chrome/answer/95464

Best,
Dave

Report · Sep 26, 2023

@David__B My apologies, I failed to mention that I did clear my browser cache as that's my "default" task when I begin troubleshooting anything web-based. I noticed my Chrome version was a bit out-of-date, so I got that updated to version 117.0.5938.89.

I tried Edge and the Icons section loads but scrolling causes "jittering" (bar jumps to the top and bottom randomly). Our organization highly prefers we use a more secure/stable browser like Chrome over Edge, so I'm not sure this is a viable long-term solution.

My secondary go-to browser is Firefox, and that's currently not supported. I have also installed the "web app" version of Adobe Express, but the Icons section does not load in the app either.

I'm not sure what else to do besides not have access to the Icons and use my other, outside sources for such graphics and insert them manually. Thanks in advance for any feedback, etc. you can provide!

Report · Sep 27, 2023

Hi @ShayS17

Thanks for the additional info. I tested the icons section myself and it did work okay for me. Would it be possible to share a screenshot of what you're seeing? Do other areas in the app load okay? Could you also test in incognito mode in Chrome?

Report · Sep 28, 2023

Hi @David__B

The Icons section is now populating for me (why now, I don't know) in Chrome and in the web app. Unfortunately, but I'm having another issue with the Icons section. If I have my bookmarks bar showing in Chrome (both in standard and in Incognito mode), the scroll bar "jitters" when I try to scroll up (as if it's unable to scroll up). If I choose to "hide" the bookmarks bar, there's no jittering. I've taken a short screen record that can be viewed here: https://drive.google.com/file/d/1FRkg-sAv2HNTr6_C4w641MdYsM4L4luq/view?usp=sharing

Though the bookmarks bar isn't showing in the video (for privacy reasons), it is actually there and seems to be causing some sort of "conflict" with the scrolling in the Icons section. Since this isn't necessarily a "breaking" bug (and not related to the loading issue I was previously having), you're welcome to mark this thread as "closed," etc.

Report · Sep 28, 2023

Hi @ShayS17

Thanks for following up. That is strange with the scrolling issue. I think I've encountered issues like that in the past myself, not with Adobe Express specifically but just browser anomalies. I wondered if hardware acceleration would make any difference? This kind of thing https://www.howtogeek.com/412738/how-to-turn-hardware-acceleration-on-and-off-in-chrome/

Report · Sep 28, 2023

Hello @David__B ,

I've never considered the hardware accerlation bit, but I'll look into it. I'm unable to access the link right now (ad block message even with the ad blocker turned off, so I assume an organization-managed thing), but when I can I'll review it. Thanks!