Downloading your files

[ryan_1100]

• I have tried downloading several files in the last couple of months, all get through the preparing file section but majority get stuck at 0%. I end up just screenshoting and cropping. Is there anyway to fix this?

[David__B]

Hi @ryan_1100

I'm sorry to hear about your difficulties. I have a few questions to help me understand a little better. What model or phone are you using, and what is the OS version? Do you get the same failure on a computer, or does it only happen on the phone?

Thanks,
Dave

[ryan_1100]

Hi Dave,
I have a Samsung Galaxy A40 (android 10), I don't use my computer, I only use my phone as I mainly use it for Instagram photos.
Thankyou for looking into this.
-Ryan
Sent from Outlook for Android<>

[mahmoud_5524]

Hi @ryan_1100,

Thanks for the update, Ryan — and sorry again for the trouble with downloading!

If your files get stuck at 0% after “preparing,” here are a few steps that might help resolve this directly on your Galaxy A40:

1. Sign Out and Back In: Refreshing your session can sometimes clear stuck processes.

2. Clear App Cache: Go to your phone’s Settings > Apps > Adobe Express > Storage, then tap Clear Cache.

3. Check Storage Space: Make sure your device has enough free space to store the download.

4. Try a Different Export Format: If you're using PNG or MP4, try switching to JPEG or PDF to test if the issue is format-specific.

5. Use a Stable Wi-Fi Connection: Downloads can sometimes stall on mobile data, so ensure you're on a reliable Wi-Fi network.

If the problem continues, let us know — we’d be happy to look into alternatives to help you download your work reliably.

^MM

[ryan_1100]

Thank you for giving those suggestions,
I am on my home Wi-Fi so shouldn't have issues there. I signed out and logged back in, still didn't work, I swapped to PDF, that didn't work, I cleared the cache for Adobe but with no luck for the download. I do have low storage but still around 1gigabyte which is enough space for the file of a few megabytes, do you think it wants more and is restricting the download. I apologise for pestering you.
-Ryan


Sent from Outlook for Android<>

[Amitej S]

Hey @ryan_1100, thanks for sharing this! You may need to share the affected project IDs with us along with their edit access so we can investigate. If you're up for it, I'll share the steps. 

[Breezypro_Tv1699]

Same issue here too

[mahmoud_5524]

Hi @Breezypro_Tv1699,

Sorry that you are facing that issue. can you please hare the affected project IDs with us along with their edit access so we can investigate. If you're up for it, I'll share the steps. 

^MM

[ryan_1100]

Hi Amitej,

I would be more than happy to send you the information you need.
Sent from Outlook for Android<>

[Amitej S]

Hey @ryan_1100, feel free to share your affected project ID with us via DM so it's not publicly available here. We'd then request you for edit access from our test account. Once you grant us access, we can work on identifying and resolving the problem. 

[ryan_1100]

Thankyou Amitej,
I think most my recent projects are affected, if you want them all sending I will but tell me if a couple will do. Not sure how to DM them to you or allow you access. If you could tell me how to then I would be so grateful. Thank you for your continued support.
-Ryan

Sent from Outlook for Android<>

[Amitej S · Accepted solution]

Hey @ryan_1100, if you can try downloading any project that has given you a download failure before from a desktop device, it will let us know if the issue was with the project or with the device. 

However, feel free to send multiple project URLs for us to check on our end. You can do so by clicking on the mailbox in the top right corner or (https://adobe.ly/4k83MUp) 

Thanks!

[ryan_1100]

Hi Amitej,

Thankyou for your unwavering support. I'll get back to you after I have tried downloading the files on my computer, I presume I can just log in on Google. For the mean time I will send some files as you as you said so you can have a look.

Once agian thankyou

-Ryan