We're working on your file. You'll be able to download it soon!

[Ferdy3522187193ez]

Hi could you help me? My working file is stuck and can't be downloaded

[JCS26-26]

I have the same problem, did you get a solution?

[gabe_4942]

I am having the same issue. I let my file sit for 24 hours, but I'm still getting the same message.

[gabe_4942]

I was able to resolve this issue with some assistance from Adobe support. I opened Express in an InPrivate window on Microsoft Edge. I believe every major browser would have a simlar incognito tab. This gave me the option to download because private browser tabs do not cache data or store browser histories.

[Gabriel37244784c469]

Absolutely enraging. @Adobe are you able to fix this??

[Abhi.G @ ADBE]

@Gabriel37244784c469 

I understand how annoying this behavior can be.

The download block is well intended — it's ensures that we do not attempt to download while some important activity (e.g. asset upload, file saving) is in progress as that could lead to incomplete/incorrect downloads that only a manual visual check would reveal.

That said, we are aware that the download block sometimes persists for an inordinately long time — possibly due to bugs. Even as we fix these bugs, one of the things the team is considering is providing a more detailed explanation of what exactly is preventing the download, so you can rectify the situation (by, for example, deleting or reuploading an asset that is "stuck").

Some more background in this earlier post: https://community.adobe.com/t5/adobe-express-bugs/we-re-working-on-your-file-you-will-be-able-to-dow...

Thanks for your patience in the meantime.

Abhi G

[Gabriel37244784c469]

Abhi.G @ ADBE I have the most severe case. No orange or red icons, it pops up a prompt when I leave the page. 

This is what I have: "In the most severe (but rare) variation, for some reason, auto-save has stopped working. If you attempt to navigate away or reload the browser tab, you get the "Leaving so soon?" dialog"

[Abhi.G @ ADBE]

Got it, @Gabriel37244784c469 

Here's what I would try

1. Duplicate the file
2. Check if the duplicate also runs into the same issue
3. If it does, please send me a DM so we can set up file sharing for further investigation
4. If it doesn't, check if all your recent edits made it to the duplicate. If not, you might have to manually recreate them

Abhi G

[Gabriel37244784c469]

That fix works for one or two downloads before also breaking. Please escalate.

[Abhi.G @ ADBE]

Hi @Gabriel37244784c469 

Thanks for your response. I have sent you a direct message to set up file-sharing.

Abhi G

[Abhi.G @ ADBE]

Hi @Gabriel37244784c469 

Thanks for sharing your file. So far, I have been unable to replicate the issue with your file. Nor did I find anything suspicious in the associated logs.

You mentioned that duplicating helps, but the issue comes back after a couple of downloads. I am curious if you make any edits before the issue recurs, and if so, what kinds (uploading assets, for example?)

Also, could you try another browser or an incognito window of your preferred browser?

Thanks

Abhi G 

[Gabriel37244784c469]

I need to duplicate to a new file at least once a day, sometimes more often.

It tells me that it can't autosave and cannot download. But it is autosaving perfectly fine. When I duplicate, it has everything immediately the same.

This is incredibly frustrating and it feels like I'm bashing my head against a wall.

[Abhi.G @ ADBE]

Hi @Gabriel37244784c469 

Understood; did you happen to check these questions in my last response:

I am curious if you make any edits before the issue recurs, and if so, what kinds (uploading assets, for example?)

Also, could you try another browser or an incognito window of your preferred browser?

Thanks

Abhi G

[Gabriel37244784c469]

Maybe 20?

Incognito works fine, but I can't do that on a consistent basis. That would require me to log in so much.

[Abhi.G @ ADBE]

Ok, the fact that incognito works suggests that clearing site data (cache, cookies) from your regular browser might also do the trick; this will hopefully need to be done only once.

Your logs tell me that you are using Chrome. In Chrome, go to chrome://settings/content, then delete data for adobe.com (you can use the search field on the top right).

Let me know if that does/doesn't help.

Thanks

Abhi G

[Gabriel37244784c469]

This seems to have fixed the problem for now.

[mahmoud_5524]

Hi @Gabriel37244784c469,

Great to hear it's working now! If the issue returns or you run into anything else, don’t hesitate to reach out — we're happy to help.

^MM

[ackpack34]

I am having the same issue as everyone else.  I understand the need for the wait and have done that in the time I've used the system.  However, at the moment, I have 3 different videos that I need to download that all are giving me the same notification.  I have waited several days and still no luck.  

One of the videos I duplicated and started slowly deleting things and trying to download after each deletion.  I got down to where I had added a blank scene and it still wouldn't download.

I then tried going to a video I have downloaded before.  It worked fine.  But then I duplicated it to try and then add things to it slowly to get it to work.  I get the message that it's working on the file now, even after just copying and not making any changes.

I'm really hoping we can get a better notification, but this doesn't make sense.

[Abhi.G @ ADBE]

Hi @ackpack34 

Sorry to hear you are running into this pesky issue. I was wondering if one of the tips on this post help, for example, trying another browser or an incognito window of your preferred browser?

Thanks

Abhi G

[ackpack34]

Abhi.G @ ADBE , unfortunately, I have tried them all.  As well as the app on my phone.  None of them work.

[ackpack34]

An update is that the one I copied that worked, just now started to let me download.

[Abhi.G @ ADBE]

Ok, thanks for the update. I sent you a DM for file-sharing too.

Abhi G

[ackpack34]

I DM'd you, but it won't let me share.  It looks like the same error.

[Abhi.G @ ADBE]

To keep this post updated, we were able to indentify a couple of problematic videos in one of @ackpack34's files. Deleting them allowed download to contiue.

As mentioned earlier, the team is working on making this (identifying problematic assets) easier. Thanks for your patience.

Abhi G 

[ackpack34]

To update the thread, I had other pages on the project that needed to be deleted.  Now it's working great.  Thank you Abhi.G @ ADBE