Can't Download anything in Adobe Express

[peggyg27148129]

Help!  Have to get files out today. I am attempting to download a pdf and can't.  Just checked and it won't let me download any type of file.  It goes through the motions and goes to "100%" but it doesn't ask me where to save it.  It' not in my downloads or recents.  It's simply not saving anywhere.  I'm on a Mac and I've cleared my cache and updated adobe.   Don't want to totally restart because I have some programs open and can't loose the conversations with gtps. Thank you!!

[mahmoud_5524]

Hi @peggyg27148129,

Sorry for the inconvenience. Here are some steps to help resolve the issue:

1. Update Adobe Express: Ensure you have the latest version installed
2. Restart the application: Close Adobe Express completely and restart it
3. Clear cache and reset settings: Clear the cache and reset the settings
4. Check download location settings: Ensure your browser's download location settings are correctly configured.

If the issue persists, please let us know. We're here to help.

Best regards

^MM

[Lizl�_Steynberg3514]

Hello Mahmoud, 

The app does not have a cache from what I can see, please elaborate on how to clear the cache. 

[Tarun Saini]

Hi @Lizl�_Steynberg3514,

Welcome to the community! Could you please elaborate more about the issue you're experiencing and which platform you're using? Is it on desktop or mobile? 

We're here to help, just need some info.

Regards,

Tarun

[Lizl�_Steynberg3514]

Hello Tarun,

I am using the Adobe Express App for Windows.

Remedies I have tried:

• I have also singed out of all my Adobe products, and back signed in. On Adobe Express App, from Abobe Creative Cloud. No luck
• Shut down my PC, restarted it multimple times, over the last week on a daily basis, no luck.
• Cleared my internet browser cache, no luck.
• All Above updates are up to date.
• All my Windows updates are up to date.

Issue 1: Cannot download more than once:

For each time I open the App, I am only able to download once. In order for me to download again, I need to close the pp, and re-open it.

Issue 2: Files do not reflect under ‘my files’:

I also have an issue for the past week or two where once I re-open the app, the last design I created does not reflect under ‘my files’.

When I re-create the design from scratch, I cannot use the same naming convention and a (1) appears at the end of the file name, which means it is saved but does not reflect.

I have made a screen-recording showing the downloading issue, if you want, I can send it to you.

[Lizl�_Steynberg3514]

Hello Taurun, 

I have received no further communication,  did I miss something?

[Tarun Saini]

Hi 

@Lizl�_Steynberg3514

,

We're sorry for the delay. Could you please share the screen recording of the issue?

Regards,

Tarun

[Lizl�_Steynberg3514]

Hello Tarun, please see screen recording attached.

[Tarun Saini]

Thanks for sharing the screenrecording 

@Lizl�_Steynberg3514

,

I've escalated the case to our product team. I'll keep you posted, once I hear anything from them.

Regards,

Tarun

[Lizl�_Steynberg3514]

Thank you Tarun, I appreciate it.

[mahmoud_5524]

Hi @peggyg27148129,

Thank you for bringing up the issue with the color palette. To help us better understand and resolve the issue, could you provide a bit more detail?

• Is the color field disabled, or does nothing happen when you try to enter the hex value?

• A screenshot of the issue would be incredibly helpful to understand what's going wrong.

Your input will assist us in resolving this more quickly. Thank you for your patience, and I look forward to hearing back from you!

Thank you so much for your patience and understanding as we work through this. Please don’t hesitate to reach out if you need further assistance!

Best regards,

^MM

[Lizl�_Steynberg3514]

Hello Peggy, 

Were you able to resolve this issue? I am struggling with the exact same thing. I can only download a design once per each time I launch the app. The only solution is to close the app, and then have another one opportunity to download something. Truly frustrating! 
Also, since recently, my latest dseigns do not save, they exist, as when I resave with the same name, it shows a (1) but the original design is not visible 😞 an absolute disaster! Because I have to close the app to be able to download it, but then the files is not there 😞