Adobe Creative Cloud Express problem with downloading animated IG post in mp4

[Judit22680733q96o]

Hi,

I hope I can get a solution for my problem. I use Adobe Creative Cloud Express (used to have the name Spark). If I create an IG post and animate the photo, the download in mp4 does not work anymore. When downloading in mp4, it puts the animated photo up to the left upper corner in tiny and screws up the whole file. It looks fine in the program, but not the downloaded file. I tried several ways and did the same as 1-2 months before when it was downloading properly. It is not working anymore.

What could go wrong and what could be the solution. Thank you!

[Saquib.Iqbal]

Hi Judit22680733q96o,

We're sorry to hear that you've run into this issue! Not what we want to hear.

Would you be able to clear cache or try again with the incognito/private mode on the browser you are using? Also, try duplicating the project and then try downloading. If you are using the mobile app, try reinstalling it.

Try checking these things and report back with any observations. Thanks for your patience in resolving this problem.

Thanks,

Saquib

[Judit22680733q96o]

Hi,

Thanks for trying to help. I already tried to duplicate, but that did not solve the issue. Now I cleared cache in my Chrome (which actually screwed up all my settings and I am not so happy with it), I tried to duplicate newly and to download in mp4, but it throws the picture to the upper left corner. Not working. Was there an update which made changes or why this feature is not working anymore. I really need it to animate some of my posts. I am using PC.

Please, help me to fix this. Thank you!

[Saquib.Iqbal]

Hi Judit22680733q96o,

Sorry for the trouble. Things should be working better than that. We hear your frustration & want to make this a better experience. Can you provide some screenshots/screen recordings of the issue you encountered?

Thanks,

Saquib

[Sarahorourke]

I'm having the same problem - I have tried everything but it's not working. I have included an example below. I just want it animated to used with Rush and have tried all your suggestions. Any help would be good!

Sarah

[Saquib.Iqbal]

Hi Sarahorourke,

Thanks for the screen recording and sorry for the trouble. Could you tell us which browser you are using to create this project? Also, could you try using the Creative Cloud Express mobile app and check if you see the same result?

Thanks,
Saquib

[Sarahorourke]

Hi Saquib, 

Thanks for your quick reply - I have tried it in Safari and Chrome so far. I don't have it on my mobile, but can download later and try. 

Sarah

[Saquib.Iqbal]

Hi Sarah, please try on the mobile app and let us know if that works, otherwise, we will dive deeper.

Thanks,

Saquib

[VG9]

I also have the exact same problem, so I think there is something in the general export setting that isn't funtioning i Creative Cloud Epress. Could you please look into this? 

[Saquib.Iqbal]

Hi @VG9 , sorry about that. Did you try on the mobile app? If so, what was the outcome? Let us know, we are here to help. Thanks^Saquib

[VG9]

I don't have the option to work on the mobile app because this is company work 🙂 I have tried all the other things you have suggested though. Is there another solution?

[Saquib.Iqbal]

Hi @VG9 ,

Can you please send us the URL to that project to investigate it? The attached screenshot pointed out the URL we mentioned. Please copy and paste the URL so we can avoid typos when investigating.

Also, would you be able to provide a screenshot of the issue you encountered, and could you send me a private message with your adobe id (e-mail)?

Thanks,
Saquib

[VG9]

Hi again

Regarding the screenshot - I have attached it here 🙂

[Saquib.Iqbal]

Hi @VG9 , thanks for the screen recording. Could you send me a private message with your adobe id (e-mail)? 

Thanks,

Saquib

[ckcpip]

Hi @Saquib.Iqbal, I'm having the same problem. Incognito and duplicate doesn't fix it. Could you please help. I need to use PC as this is for work.

Thanks 

[Manmeet2016]

Hi there,

I appreciate your patience. Let me share a workaround. You can shrink the dimensions of the images in the project to less than 3264 pixels on the longest side. For uploaded images, if you can reduce the size and re-upload, things should work. This might be a bit of a pain for non-user uploaded images (e.g. Adobe Stock), but it can be done by making a non-animated post for each of the desired image(s) and exporting the projects as png or jpg with the smaller dimensions, The individual exported image(s) can then be uploaded to the project in place of the large ones that are causing the problem. Hope this helps.

Thanks,

Manmeet

[ckcpip]

Hi @Manmeet2016 

Thanks for sharing this workaround. I've tried this with an image that is only 400x400 in the project and I'm still getting the same problem of mp4 cancelling the export by itself before it's finished. Is there another fix?

[Jan-Robert24362529phs9]

Got the Same Problem...still Not Working...every Animation is screwed Up in mp4 Export...you May enlarge (Zoom into the Image) so the Image is way over the boarders/frame of the Templates but seriously this is actually No solution at all.

[NelsonRiveraJr]

Had same issue, did everything on this page and on "My project will not save or download in CC Express" discussion (https://community.adobe.com/t5/adobe-express-discussions/my-project-will-not-save-or-download-in-cc-....

What worked for me was to change browser. 

From google chrome to Microsoft Edge(you will have to login again into Adobe Creative Cloud Express).
Hope this helps.

[swi_visual]

I'm having exactly the same problem. Changing browser doesn't help either. Any other soulution?