Adobe express download problem

[Xojtek]

Hello, I have a problem with Adobe Express. I've been working on a project for a few days, and I could always download the project and see how it works at any time. However, now that I've finished it, I can't download the file. Every time it stops at 20% and an error message pops up. Please, I need help. Unfortunately, I couldn't find a solution on the forum.

[Amitej S]

Hey @magick_7001, I've reached out to you via community DM. You may need to click on the mailbox in the top right corner. (Please check the screenshot.)

[scott_2983]

I always have the same problem, and it seems to be getting worse.  When will Adobe fix this issue? This is why people leave and start using Canva.

[Tarun Saini]

Hi @scott_2983,

Welcome to the community! We're sorry to hear about the difficulties. Have you tried duplicating the project? 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 

Let us know if that helps.

Regards,

Tarun

[default32639401wrmlkj]

can't download

[lowonink]

despite repeated attempts and all manner of troubleshooting, I can't download my under 9 minute video. I've even tried multiple computers on top of troubleshooting.

[Lyn_D]

Hi @lowonink,

Thank you for your patience, and I'm sorry to hear you're having trouble.

I just came across your post and wanted to know if you still need help, as our engineering team has fixed some bugs since this was last reported.

Please share if this is resolved for you.

I'm here to help and looking forward to hearing from you.

^Lyn

[default32640606665555]

Dear All, have tried to download 2 different files but the mp4 files do not open after downloading..? Any tips?

[default32640764hkmpru]

failing to download

[Lyn_D]

Hi @default32640764hkmpru,

Thank you for your patience, and I'm sorry to hear you're having trouble.

I just came across your post and wanted to know if you still need help, as our engineering team has fixed some bugs since this was last reported.

Please share if this is resolved for you.

I'm here to help and looking forward to hearing from you.

^Lyn

[Hannah32635671xn4d]

The issue: When exporting a file as a video, it loads to 20% and then fails and gives an error message...

For reference, my video is just under 9 minutes long, but I've seen others having this issue with videos as short as 30 seconds. I have the full Creative Cloud suite so I am not using a free version. 

So far I've tried:

1. Opened the file in both Safari and Chrome browsers on my iMac and two different MacBook Pros--one of them being brand new with the M2 chip (& currently 494 GB of free space). Reset all privacy settings, cleared history/cookies/cache, and do not have a VPN downloaded on any of the computers. 

2. Downloaded the Adobe Express desktop app and tried to save from there... nope.

3. Used the Google Drive add-on to upload the video to the cloud... loaded to 96% then failed

4. Tried the LoadingBay add-on... download didn't even start

5. Reset my wifi despite already knowing connectivity isn't the issue because I have the fastest plan Verizon offers and live in a well-covered metro area, not the middle of nowhere. Figured it was worth a try... still nope.

6. Invited a separate account as a collaborator... duplicated it as a new file and it still loaded to 20% then failed. 

I have seen the exact same complaint (only loads to 20%) multiple times on this forum but no solution. Seems like this is an Adobe bug issue, not a user or hardware error. I have spent 3 days working on a video project for a paying client and now cannot download the file no matter what I try. I do not have time to completely redo this project in Premiere or iMovie so please advise. Is there some kind of workaround I can do to get the file? 

SOMEONE PLEASE HELP!!! 

[lowonink]

I've tried many times and ways, much like you, to attempt to download my under 10 minute video. Nothing works after all the troubleshooting. I haven't been able to find an actual working solution. I spent a long time on that little video, and now can't even download it to do anything with it. Hopefully there will be a fix soon.

[Lyn_D]

Hi @Hannah32635671xn4d, @lowonink, @default32640606665555, @default32640764hkmpru and @default32639401wrmlkj,

I'm sorry to hear that you're having trouble downloading your MP4 project. Our engineering team may have fixed this, as I haven't been able to replicate this.

In the meantime, please try clearing your browser cache and cookies, ensuring you have installed the latest Browser version, using a different browser, or in incognito mode and retesting.

If the problem persists, don't hesitate to let me know.

I'm looking forward to hearing from you.

Lyn

[Esther38169355j6la]

I'm having trouble as well. It stays stuck at 20% and then gives me an error message

[David__B]

Hi @Esther38169355j6la

Did you eventually get this sorted? I know we had some temporarily issues around the time you posted but they should be sorted now.

Thanks,
Dave

[Necdet344609209qss]

Hello Support,
Hello Community,

I have also noticed this issue with a colleague at work. The error was the same across the browsers Chrome, Mozilla, and Edge. Clearing temporary data or history had no effect. The video loading process always stops at 20%, or the same frame remains frozen.

[kurtulus_f]

I have the same issue. I made a short instagram story, but it fails to download and stucks at 20%. Are you guy ever going to fix it? Seems like lots of people having the same issue. 

[Tarun Saini]

Hi 

@kurtulus_f

 ,

Welcome to the community! We're sorry to hear about this. Are you getting any error messages? If so, can you please share the screenshot of the error message?

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 

Regards,

Tarun

[kurtulus_f]

Hi, yes I tried safari and the chrome plugin app. Nothing works.

[Tarun Saini]

Thanks for your response 

@kurtulus_f

.,

Can you please share the project with me via private message? Private messages should be accessible from the envelope in the top right corner. This should be the direct URL- 
 https://adobe.ly/4eg32Lk

Regards,

Tarun

[Tarun Saini]

Hi @kurtulus_f,

Thanks for sharing the file with us. I'd like to inform you that this is a known issue. Our product team is aware of this and is working on it. Once I hear anything from the product team. I'll keep you posted.

Regards,

Tarun