After refreshing video won't load

[geanie_7354]

I have been editing this file for days and it still said I couldn't download or share the file. Eventually, I reloaded the page but now I can't see any of the video files. Is there any way around this? The very last edits made are still there, but the clips seems to be done. Please help, I'm meant to be posting it by Tuesday. 

[geanie_7354]

This is the page url: https://new.express.adobe.com/id/urn:aaid:sc:EU:d36ed3f2-67f2-405e-b5a9-449c42d548c8?category=yourSt...

I navigated away from the page as per the instructions. Autosave must have been working and have tried in various different browsers but still can't see any video footage. Really appreciate your help to avoid losing days of work and missing a deadline.

[Tarun Saini]

Hi 

@geanie_7354

,

Welcome to the community! We're sorry to hear about this. 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 that doesn't help, please provide an edit access with me via private message. 

Regards,

Tarun

[geanie_7354]

Hi there,

Yes I used different providers, incognito mode, and cleared cache.

Still the same issue.

I’m really hoping it can be recovered as I spent two days working on this.

Thanks,


Geanie Cresswell (she/her)
Communications Officer
{Mod Note- Personal information has been removed by the moderator}

[Tarun Saini]

Thanks for your response 

@geanie_7354

,

Could you please share edit access with me and share that link via private message?

Regards,

Tarun

[geanie_7354]

Hi there,

Link here: https://new.express.adobe.com/id/urn:aaid:sc:EU:d36ed3f2-67f2-405e-b5a9-449c42d548c8?invite=true&acc...

Is that what you mean?

Best,


Geanie Cresswell (she/her)
Communications Officer
{Mod Note- Personal files have been removed by the moderator}

[Tarun Saini]

I had requested access to your project. Could you please share that with me?

Regards,

Tarun

[geanie_7354]

How do I share it? I've private messaged you

[Tarun Saini]

Thanks for your response 

@geanie_7354

,

I've received the file through a private message. I tried to download it and its showing an error. I've escalated the it to our product team. Once I get any update from them I will keep you posted.

Regards,

Tarun

[geanie_7354]

Hi there, any update on this? 

[Tarun Saini]

Hi 

@geanie_7354

,

The team is still working on this. I will keep you posted soon.

Regards,

Tarun

[Tarun Saini]

Hi @geanie_7354,

Could you please try removing the asset which gets selected when you click on update error, and try downloading?

Regards,

Tarun

[geanie_7354]

It doesn’t specify a particular asset – what needs to be removed?
[cid:image005.png@01DBB3A3.B53AC390]


Geanie Cresswell (she/her)
{Mod Note- Personal information has been removed by the Moderator}

[Tarun Saini]

Thanks for your response 

@geanie_7354

,

Can you share a screen recording of this when you try to click on the update option and select the asset?

Regards,

Tarun

[geanie_7354]

Nothing happens after I press update – it just goes back to before (and looks like this). Is there no other option for support? This isn’t a great advert for adobe express…

[cid:image001.png@01DBB3A7.6E78EA50]

[geanie_7354]

Nothing gets selected, and there isn't an 'update error' to click on. Is there a way to zoom call and share screens to discuss as that would be a more efficient way to sort this? I'm already concerned I've lost a couple day's work so would like to see if any progress/recovery is possible ASAP please. 

[Abhi.G @ ADBE]

Hi @geanie_7354 

Your screenshot did not show up, but here's what I see when I click "Update asset".

You may need to zoom out to see the selected asset:

It seems to be a video originally uploaded from a file named something like "Clip***me********ty.mov".

Looks like it never fully uploaded, which is why download/share is failing. You will need to delete/replace/re-upload all instances of this video (from each scene); sorry for the incovenience.

Abhi G

[geanie_7354]

I don't understand how I was able to completely edit it, and view it for two days without it having uploaded. So I've lost all that work as this was initially a 10 minute video I've split and cut. Are these clips not stored on the cloud - or why does it let you edit if it's not been uploaded? This is clearly an issue and shouldn't be advertised as something to edit videos with if this is the case. I will recommend to my team not to use this as having to start over again, with no reason for this happening, doesn't give me hope that the same problem won't happen again. 

[Tarun Saini]

Hi 

@geanie_7354

,

Thanks for flagging this—you're absolutely right. Not surfacing asset issues until export is a major gap, and it’s something we’re actively pushing to improve.

Regards,

Tarun