Why is the logo not displayed anymore during the loading screen nor the loading message?

[Sortiraparis]

Hi everyone,

I used to see my logo during the loading step here https://new.express.adobe.com/webpage/w50rNjPKydZUL (as well as a "Loading" message). The last time was some days ago.

But now I can't see the logo nor the "Loading" message anymore (not on mobile nor on desktop/laptop, not in portrait nor in landscape mode). However, the Header/Footer option has been checked in the Publish section of my Adobe Express file  (when I click on "Share" then "Publish to Web", I do have the Header/Footer option turned on).

I tried to "reset" by deleting the logo, by putting a larger or smaller one (in pixels), by switching between themes before coming back to the initial one, etc. but nothing worked 😞

Would you know the reason for this bug to happen?

Thank you a lot for reading.

Best regards,

[Tarun Saini]

Hi @Sortiraparis,

Welcome to the community! We're sorry to hear about the difficulties. Did you try using the other suggested browsers (Safari, Microsoft Edge, and Google Chrome) or incognito mode to see if it makes a difference? 

Also, try clearing the browser's cache and cookies, and restarting the browser and try again. For more information on how to clear cache and cookies check this link- https://adobe.ly/4a5ipUF and how to use incognito mode- https://adobe.ly/4a2UzZV 

If the above-mentioned steps don't work,  please make sure that the network endpoints listed on https://adobe.ly/4a7ZI2M are allowed.

Let us know if that helps.

Regards,

Tarun

[Sortiraparis]

Hi Tarun,

I am sorry I forgot to tell previously, yes I had tried everything: new browser, incognito mode, clearing cache of last 4 weeks.

"If the above-mentioned steps don't work,  please make sure that the network endpoints listed on https://adobe.ly/4a7ZI2M are allowed." --> about that, where should I go to make those network endpoints allowed? And even if allowing those network endpoints would work, I can't ask the viewers of my Adobe Express page to do the same thing 😞 That would solve (if it works) only the issue for me right?

Does this issue have something to do with this bug?
https://community.adobe.com/t5/adobe-express-discussions/fixed-adobe-express-outage-july-17th-2025/t...

Thank you a lot for your help.

[Amitej S]

Hi @Sortiraparis, thanks for the additional info. I want to tell you that the outage was for overall Adobe Express services for some users, and it seems to be unrelated to the issue you're facing. I've reached out internally to check for this and will let you know one we have info about it. 

[Sortiraparis]

Hi @Amitej S @Tarun Saini 

Thank you for your assistance.

Please note that the logo is displayed correctly in the old version of page (Spark page) which has not been republished: https://express.adobe.com/page/j9f5W4zKPxlJT/

As soon as it's republished, it is converted to the new version, and it does not work anymore (no more logo display nor "Loading" message under the loading bar): https://new.express.adobe.com/webpage/bKp9QwqjxXIOW (it's a copy of the old Spark page, but republished so became a "new version" and is having the issue right away)

Please take that comparison into account to debug.

Thank you a lot

[Amitej S]

Hi @Sortiraparis, thanks for sharing the details. We'd need access to one of the 'new version' webpages that do not show the logo and the message while loading up. Would you be able to provide us with edit access to the project for investigation? I'd reach out to you via our community DM and let you know the details on how to share the project. 

[Sortiraparis]

Hi @Amitej S sure, please send me a DM.

I have asked our partner Cloakist to display a loading message now it works (but only for the loading message).

It also displays the logo on top of page (once the page is loaded).

But there is no logo in the splash screen 😞

Example here https://reportages.sortiraparis.com/webpage/eM1a7fDJSuKWp

The loading text is displayed thanks to Cloakist. But there is no logo 😞

Please correct that behavior.

Thank you a lot

[Amitej S]

Hey @Sortiraparis, please confirm if you've received the community DM. You can check it by clicking on the mailbox icon in the top right corner. 

[Sortiraparis]

Hi @Amitej S I copied one file in the project, it's editable for you to test.

Thank you for your help

[Amitej S]

Hi @Sortiraparis, We've received it, and it is being investigated. We'll let you know once there's an update.

[ColbyB60656]

Hello,
I'm having a similar issue with my Adobe Express webpage. In Preview mode, my logo appears above the loading bar, the header appears upon rollover, and the footer contains my logo. When I Republish, Header/Footer toggle is on. On the live site, there is no loading bar logo, no header, and the footer is a blank, dark-gray background. The issue repeats upon cache clear, viewing in incognito mode, and switching browsers (Chrome/Safari). 
Is there anything I can do to remedy this issue, or is this a system-wide issue?

[Sortiraparis]

Hi @ColbyB60656 

@Amitej S of Adobe is working on this issue to debug. He is using my AE project to test. He will keep us updated here soon.

Best

[Amitej S]

Hi all, our team has identified the issue and will work on resolving it. We'll update you once the fix is released. Until then, we appreciate your patience and support. 

Thanks! 

[Amitej S]

Hey @Sortiraparis, our team worked on resolving this issue. Can you please recheck and confirm? You may want to try first in incognito/private browsing mode or after clearing the cache/cookies of your regular browser. 

Let us know how it goes. 

[Sortiraparis]

Hi @Amitej S it works now with the logo, but I don't see the loading message anymore, anyway, it's still good as we can write the "loading message" in the logo image file 🙂 Thank you for solving this issue

[Sortiraparis]

Hi @Amitej S the logo was showing, not anymore, it looks like the issue has reappeared 😞

[mahmoud_5524]

Hi @Sortiraparis,

Thank you for letting us know. We’re sorry to hear the logo issue has reappeared on the loading screen. Our team is already looking into this, and we’ll update you as soon as we have a fix.

We appreciate your patience and understanding.

^MM

[David__B]

Hi @Sortiraparis 

We are seeing the logo when the project loads now. Are you seeing it too? If not, please try these steps

• 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

 

[Amitej S]

Hi @Sortiraparis, In addition to David's suggestion, we'd also like you to test creating a new webpage project to see if the logo appears. Do share your observations!