Work is being lost because it is not saving reliably

[Robert23169836pj9x]

Hello Adobe support team, I have contacted support multiple times in the past regarding a recurring issue that is making working in Adobe express nearly impossible. I can make my work in Adobe Express without issue, but if I close the tab and come back to it later, the images do not save and instead look like a captcha. You can see my finished, downloaded image compared to what I find when I return back to Adobe Express. At this point I am considering switching back to Canva because at least my time isn't wasted by having to correct lost work.

[Abhi.G @ ADBE]

Hi @Robert23169836pj9x 

Could you please check your Express file on another browser, or in the incognito/private browsing mode of your preferred browser. If that works, clearing the cache of your preferred browser should also do the trick.

This is a bug we've seen reported by a very small number for users, and the workarounds above helped. Sorry for the incovenience.

Thanks,

Abhi G

[Robert23169836pj9x]

Hi Abhi,

Thank you for getting back to me. Clearing the cache worked in my preferred
browser, Safari.

Thanks again!
Rachele

*Rachele Markle (she/her)*
*Global Communications Strategist*
< removed by moderator for privacy >

[Avnish24274247v2ht]

IVE GOT THE SAME ISSUE! I just lost 3 hrs of work for the second time this week!

[Abhi.G @ ADBE]

Hi @Avnish24274247v2ht 

The issue @Robert23169836pj9x ran into was very specific: images in their project would autoatically change to something completely unexpected. Could you confirm if you are seeing exactly that behavior, and, if so, provide screenshots?

If it's not the exact same issue, please let us know what symptoms of lost work you are observing.

Thanks

Abhi G

[Avnish24274247v2ht]

Not sure how I’m supposed to reply but here goes…. See the gaps in my timeline:
[image0.jpeg]

Sent from my iPhone

[Avnish24274247v2ht]

oK, SO IM SENDING SCREENSHOTS here. I lost work twice, maybe more times...im just so disoriented from redoing the same things over and over again. I just feel this product wasnt ready to hit the market. Apart from losing content there are so many other bugs, just listing them 1) inserting captions seems to destroy the corelation of lip movement to audio. 2) the fancy text feature makes the application hang 3) Cropping a video ..where i cut myself into a rectangle or circle in a video makes a bump/hiccup in the audio. Anyway,,,,attaching the pic of the missing content. see how the timeline has gone blank...with all my work 😞

[Abhi.G @ ADBE]

Hi @Avnish24274247v2ht 

Sorry for the delay. I am still looking into this, but I am wondering if you could check the version history and confirm that the missing content exists in a previous version? This would tell us if content was successully imported and then (somehow) went missing, or if it hadn't fully imported in the first place.

Here's how you can access version history. This brings up a list of previous version, and you can create a new project based off any one of them.

Abhi G

[Avnish24274247v2ht]

Since this is a recurring issue and as I mentioned I had already lost content before this as well, I had saved a duplicate version with a new file name a few hours before I worked on this file. In this particular case the content was very much in the file as I worked on it. Then I inserted a video and the whole time line developed those blank spots… I thought it’s processing so I waited several minutes but it did not come back. Per your advice, i checked the version history, the file with a 10 minute prior version as well as the file with a 3 hr prior version all have the content missing. The same blank spots are there on the time line. However, while sounding repetitive, ther content was there when i was actually working on it.