Problem opening template files

[Alana28388383fs65]

Hi there - I am a corporate user and we use the Brands and Templates functionality a lot. Since last Thursday, many of my colleagues have reported an issue when trying to open a template file in order to create a new image. The screen gets stuck on the 'Just wait a moment...' loading screen and never changes. This has happened to atleast 4 different users now. Is it just us or is there a wider issue? Any support with this would be great as its a key tool for us.

[Tarun Saini]

Hi 

@Alana28388383fs65

,

Thanks for your patience. Is it happening with one template or all templates? Please ask them to try using the other suggested browsers (Safari, Microsoft Edge, and Google Chrome) to see if it makes a difference. They can also try clearing the browser's cache and cookies and let us know if that helps.

Let us know how it goes.

Regards,

Tarun

[Alana28388383fs65]

Hi there - yes we have tried this and unfortunately are all still experiencing the same issues with opening templates. Is there any other support you can provide for this issue? Unfortunately it is having a negative impact on our ability to produce content using Adobe.

many thanks

[Tarun Saini]

Hi 

@Alana28388383fs65

,

I'd recommend reaching out to and working with our support directly as a next step. They can be reached here: https://adobe.ly/3XHvEoI

Regards,

Tarun