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41

[Mobile] Old files missing

Community Beginner ,
Apr 19, 2024 Apr 19, 2024

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I have a deadline and all my old artwork disappeared

Bug Investigating
TOPICS
Integrations , iOS , Mobile Beta

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correct answers 1 Correct answer

Adobe Employee , Apr 24, 2024 Apr 24, 2024

correct answers 2 Pinned Replies

Adobe Employee , Apr 19, 2024 Apr 19, 2024

Hi all, while we are investigating this issue! 

Can you please confirm if

 

  1. if you used the new Express app and chose to update it.
  2. if you are missing files in the new Express app, or if you have the old Adobe Express app on a different device/tablet and files are missing there.
  3. All files or some files are missing.
  4. if there are files in the old Adobe Express desktop Organizer (https://express.adobe.com/sp/projects), or, are the missing files there?  Or does it is automatically redirected to https://new.express.adobe.com/
...
Status Investigating

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Adobe Employee , Apr 20, 2024 Apr 20, 2024

Hello Everyone!

We take comments of this nature seriously, because we understand the importantance of your files and designs. Migration of your files happens on your command so that you can choose the right time to move your stuff - in case you have work you are wanting to wrap up prior to moving everything over. 

To migrate files on your mobile app, please follow the diagram below. Migration can take several seconds and your files will populate to Your stuff
Instructions for finishing upgrade (migrating your files).png

 

If you don't see your files after

...

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66 Comments
New Here ,
Mar 26, 2024 Mar 26, 2024

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I've used adobe express for the last 2 years.. all of my saved projects are gone

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Adobe Employee ,
Mar 27, 2024 Mar 27, 2024

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Hi @default36345844fdca87  I'm so sorry to hear that you are having this experience. Let me try to assist in any way I can. Can you confirm that you are on desktop and if you also happen to use Mobile, as well? Please screenshot or record the file manager system so that I can help troubleshoot. 

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New Here ,
Apr 18, 2024 Apr 18, 2024

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Desde que se cambió a la versión nueva hay muchos de mis proyectos que ya no aparecen

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Community Beginner ,
Apr 19, 2024 Apr 19, 2024

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Lost all my files none of them transferred with the new update

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New Here ,
Apr 19, 2024 Apr 19, 2024

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Migrei para a nova versão IA e perdir todos meus arquivos Gostaria de saber se tem algum jeito para restaurar tudo. Pois preciso dos arquivos por de mais.

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New Here ,
Apr 19, 2024 Apr 19, 2024

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I have lost my most recent files since the update. Please advise!!

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New Here ,
Apr 19, 2024 Apr 19, 2024

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Not all my files have migrated onto the new version they have disappeared !!!

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New Here ,
Apr 19, 2024 Apr 19, 2024

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don't show my files

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New Here ,
Apr 19, 2024 Apr 19, 2024

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Some of my creations here are missing…

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Community Beginner ,
Apr 19, 2024 Apr 19, 2024

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I need my Templates

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New Here ,
Apr 19, 2024 Apr 19, 2024

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My files didnt migrate over feom the previous version of Adobe Express and I need help getting them back asap. What can I do?

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New Here ,
Apr 19, 2024 Apr 19, 2024

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Ik heb de nieuwe update van adobe express en nu kreeg ik de vraag of ik mijn files over wou zetten, dit heb ik gedaan alleen nu ben ik meer als de helft van mijn files kwijt. Nou zijn dit erg belangrijke bestanden voor mij aangezien dit mijn ontwerpen zijn voor mijn volgende collectie van mijn merk. Kunnen jullie mij hier veder mee helpen??

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New Here ,
Apr 19, 2024 Apr 19, 2024

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Same problem here, not all the files transported after the update but this are some very important files. If someone now anything please let me know

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New Here ,
Apr 19, 2024 Apr 19, 2024

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My old edits did not all transfer over

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Community Beginner ,
Apr 19, 2024 Apr 19, 2024

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Hello where are my projects????? I lost all the ones I was working on

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Adobe Employee ,
Apr 19, 2024 Apr 19, 2024

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Hi all, while we are investigating this issue! 

Can you please confirm if

 

  1. if you used the new Express app and chose to update it.
  2. if you are missing files in the new Express app, or if you have the old Adobe Express app on a different device/tablet and files are missing there.
  3. All files or some files are missing.
  4. if there are files in the old Adobe Express desktop Organizer (https://express.adobe.com/sp/projects), or, are the missing files there?  Or does it is automatically redirected to https://new.express.adobe.com/
  5. If the missing files are present in the new express desktop organizer https://new.express.adobe.com/your-stuff/files
  6. there are missing files found on https://assets.adobe.com/

    Getting this info will help us investigate and provide a fix sooner.  
Status Investigating

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Adobe Employee ,
Apr 19, 2024 Apr 19, 2024

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Hi! 

Trying to understand more about your situation so that we can help. Can you provide a screenshot of where you are looking for your files? We are trying to understand if you've updated the mobile app and selected the option to migrate your files over?

Prior to migrating files, the new Adobe Express mobile app would look like the image below with a callout at the top to migrate your files or go back to the previous verison of the app. This was done so that you can choose the right time to move your stuff - in case you had work you are wanting to wrap up prior to moving over. 

IMG_2681.png

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New Here ,
Apr 19, 2024 Apr 19, 2024

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Dopo l'upgrade i miei progetti sono spariti. Dice di cliccare su un banner ma non c'è nessun banner dove cliccare

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New Here ,
Apr 19, 2024 Apr 19, 2024

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Hi @default36858719plhda6!

 

Sorry to hear you are running into the issue. Could you please provide the following details

  • Are you not seeing projects represented that were created prior to the update?
  • Have you taken action to begin migrating your files to our updated experience?
  • Do you see any specific dialog within 'Your stuff' detailing the steps needed to access your files?

If possible, please share a screenshot or recording to best help our team address

 

Thanks

Rason I 

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Community Beginner ,
Apr 19, 2024 Apr 19, 2024

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My files were deleted due to this update

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Adobe Employee ,
Apr 19, 2024 Apr 19, 2024

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Hi @default368598914l1izg - I'm so sorry you're experiencing friction in this process. As part of the update, our team purposefully ensured there would be no deletion activity on any files. Could I please direct you to this help article which explains how users go through the update process "from the old to new" version of Adobe Express on the mobile apps? There is a step where you have to click "CONFIRM" and then, you're on the new version with all your files in one place: https://helpx.adobe.com/express/using/new-express-mobile.html#basics

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Community Beginner ,
Apr 19, 2024 Apr 19, 2024

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When I updated to the new app all of my files except for a few were no longer there.

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Community Beginner ,
Apr 19, 2024 Apr 19, 2024

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Since the app update I lost all my work 

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Community Beginner ,
Apr 19, 2024 Apr 19, 2024

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Depois que atualizou meu aplicativo sumiu uma pasta com mais de 15 designer, preciso urgente

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Community Beginner ,
Apr 20, 2024 Apr 20, 2024

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i lost all my old files when it said i wouldn’t with the update

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