All Design Assets in Adobe Express have Exclamation Marks in Red Triangles

[lauren_9184]

Hello, I am having a problem with using the design assets in Adobe Express. Everytime I place down an image it eventually has an exclamation mark in a red triangle hovering above it. I've tried increasing the scale, decreasing the scale, deleting and readding. Nothing seems to work and there is no additional information provided in the application. Any help would be greatly appreciated. 

I do have a premium account and this problem happens with the free assets as well. When I try to download the file to print it says "We're working on your file. It'll be ready to download soon". It has said this for over a week now.                                       

[lauren_9184]

Please ignore my inability to shape...I had to pick up friends from the airport at 1:30am and it has been a long day. 

[Abhi.G @ ADBE]

Hi @lauren_9184 

Is this specifically happening for design assets? What about other Stock assets from the Media panel?

Thanks

Abhi G

[lauren_9184]

Abhi.G @ ADBE Everything except text. Everything in the Elements tab when added to any project, has this problem. 

[Abhi.G @ ADBE]

Thanks for confiming, @lauren_9184. I do see related errors in your logs (failure to download the full resolution Stock images/assets). I assume this started happening recently? Did something about your network change, or did you install a new browser extension, ad-blocker etc.?

Abhi G

[lauren_9184]

Abhi.G @ ADBE Nothing has changed with either our network or my browser. 

[lauren_9184]

Abhi.G @ ADBE wondering if there are any updates on this issue? It is interfering with my ability to do my job and no matter what I do, every single asset has that warning symbol in the corner (execept the text and the occasional animated sticker). 

[Tarun Saini]

Thanks for trying the steps @lauren_9184,

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 how it goes.

Regards,

Tarun

[lauren_9184]

@Tarun Saini I have already tried all of those steps with no change

[lauren_9184]

@Tarun Saini are there specific browser or network settings that would cause this problem? I've been assured no changes have been made to the network or my browsers (I am on a work computer and network), but perhaps if I knew what to look for I could ask about specific things. 

[Abhi.G @ ADBE]

@lauren_9184 this is the troubleshooting guide for general network issues (not specifically Stock assets), but may still be useful: https://helpx.adobe.com/express/web/troubleshoot/file-conversion-issues/unable-to-access-adobe-expre...

Do you have another network (personal, for example) to give this a try on — if only to check what might be at play?

Thanks,

Abhi G 

[Melissa360073801o5t]

I am having the same issues. I just started a few weeks ago. I hope to find a resolution soon.

[Tarun Saini]

Hi @Melissa360073801o5t,

We're sorry to hear about this. Could you please let us know if this is happening with all assets or specific assets? Typically, this means that the licensing for some of the assets used in the file has changed and needs to be removed and updated.

Please open the layers for the file, check for any blank layers (including audio tracks if this is a video project), and delete them. After deleting the blank layers you should no longer receive this error.

Regards,

Tarun

[Melissa360073801o5t]

This is with all assets. 

[lauren_9184]

For me, it did end up being a network issue.

[Melissa360073801o5t]

How were you able to resolve the issue?

[lauren_9184 · Accepted solution]

I am on a work network and our IT preson had to go in and mess with a bunch of settings until it worked. Unfortunately I don't know what he had to change in order to get it to work. 

[jane-e]

@lauren_9184 

I am on a work network and our IT preson had to go in and mess with a bunch of settings until it worked. 

By @lauren_9184

I've moved your post from Bugs to Discussions since this was not a bug in Adobe Express. Thank you for sharing your solution.

Jane