Can't download video project in Abode Express

[Louise24985399wt6d]

I can't dowload my videoporject in Abode Express - it goes to the download screen, when the red line gets to the end, saying preparing file - it then disappaears and the following message is in the bottom lefthand corner.

waiting ans.oobesaas.abode.com

I have made a copy - still the same error

I have created a brand new file - still can't dowload

Have cleared cache.

Have tried again today and this time I have the following message in bottom lefthand corner

waiting privacy portal.onetrust.com

It then hangs the whole app.  I have created it on desktop and it hasn't sync to my phone app so can't try it from there either. Please can you help.

Thanks

[David__B · Accepted solution]

Hi Louise,

Sorry to hear about your difficulties. I tested one of my video projects and was able to download successfully. I'm not aware of any current issues with the service https://status.adobe.com/cloud/creative_cloud#/

A few other things to test which might help:

• Try downloading from a few different browsers -  Chrome, Firefox, Safari, Edge etc.
• Test in incongito or privacy mode. Here are instructions for Chrome https://support.google.com/chrome/answer/95464

Hope that helps,

- Dave

[VictoriaMuir]

I had the same issue - using incognito window in chrome fixed it.

v

[Veronique S.]

Dear Adobe Team,

I am not sure whether I have the same issue or a different one.  When I try to share my video and create a link, I do get a link but I get an error message when i try to run the video: "Sorry we couldn't load this video".  I tried duplicating the project so that I would get a new link, but I still run into the same issue then.

I followed the advice by trying Chrome Incognito and I still have the same problem.  Opening in Edge however does not cause an issue.  My question is now, how do I get to work this in Chrome again? As I am sharing the project with colleagues who all work in Chrome?  

I deleted cookies and erased history... that did not solve it either.

Thanks for your response,

Veronique 

[Manmeet2016]

Hi @Veronique S. 

Sorry for the trouble. Does this happen with just one video? Did you try working on any other video? Since it works fine on Edge, did you try resetting your browser? If this worked fine in one browser, then the issue can't be with the video. It is the browser. You can get back to Chrome as shown below. Just click on "close incognito," and you will return to the normal version of Chrome. 

Thanks 

Manmeet

[kollaria]

I tried all of this and I still can't download my video file.

Is there anything else I can try?

[Ritchie2879]

None of these solutions are working for me. Could my file be too big?

[Abhi.G @ ADBE]

@Ritchie2879 did you get my private message in reponse to your post here: https://community.adobe.com/t5/adobe-express-bugs/stuck-at-quot-gathering-data-quot/idc-p/14351814#M...?

[Ritchie2879]

I just saw there is an undocumented picture limit in the program. At around 200 pictures. So I assume I should split my video into separate parts. Correct?

[Abhi.G @ ADBE]

Yes, too many assets within one page is one case where this failure can occur. Worth a shot, but if that doesn't work, please do share the file as I requested.

[Louise24985399wt6d]

Hi Dave

Thanks for coming back so quick - incognito in chrome worked.

Lou

[Dr.Surmeli]

Another solution could be:
if you use a custom font (not on stack list), it could be related to that font-related download error. Selecting a different stack font could fix the incompatibility related download error.