Adobe Express: Clicking an existing file creates a new untitled document

[phoenixmaximus]

I've tried this in different browsers and Express is creating a new file every time I click on an existing file. It will have the existing artwork in the new file but it's not sized properly and the document is "Untitled - [Today's date at time]."  Anyone else having this issue?

[Tarun Saini]

Hi @phoenixmaximus,

We're sorry to hear about this. Is it possible for you to share the screen recording of the issue? 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 

Let us know how it goes.

Regards,

Tarun

[phoenixmaximus]

Hi Tarun, Thank you for replying, I have deleted all cache and cookies, I'm not using incognito mode, and it continues to happen. I'm attaching a screen recording so you can see exactly what's going on.

[Tarun Saini]

Hi @phoenixmaximus,

Thank you for sharing the details and the screen recording. Since you’ve already cleared cache and cookies and confirmed you’re not using incognito mode, the next step is to check for any recently installed browser extensions or plugins.

Sometimes these can interfere with Adobe Express functionality. Please try the following:

1. Disable or remove any new extensions or plugins you’ve added recently.
2. Restart your browser after making these changes.

Regards,

Tarun

[phoenixmaximus]

Hi Tarun,
I disabled all extensions completely and restarted the browser. The problem is still happening.

[Amitej S]

Hi @phoenixmaximus, I tried replicating the issue with the steps shown in the screen recording you shared, but it seems to work fine for me. I'm using Google Chrome (official build) on a browser. This seems to be a one-off case.

Can you please confirm once if:

It is happening with all files or just one specific file

It is happening with all file types (post, video, webpages)

Have you tried on different recommended browsers (Edge, Chrome, Safari, Firefox)

Meanwhile, I'll share this with our team and then provide you an update.

Thanks!

[phoenixmaximus]

Hi Amitej,
Yes it is happening with all files it seems.
I don't think Ihave anything other than images that I'm working with.
I tried it in Edge, which I never use, and the same issue happens. It looks like it might just be this one folder full of images, I tried another image in a different folder and it opened fine.
Thanks for your prompt response!

[Amitej S]

Thanks for sharing this, @phoenixmaximus. I'll update the team about this, too, to investigate. 

We'll let you know once there's an update on this! 

[phoenixmaximus]

Awesome thank you @Amitej S and @Tarun Saini both for your diligence on this, I'll keep an eye on this thread

[phoenixmaximus]

Hello again,
I'm attaching an updated screen shot to show something I noticed as I am re-saving these images in the meantime (I have a hard deadline for the project).
I see the icons in the bottom left of the image previews has changed, was there some kind of format update on your end recently?
Thanks again for your hard work on this