Moe option when I select an image doesn't always work, why?

[carolineD25]

Hi all.  Anyone shed light on this issue?

It doesn't happen all the time, just frustrating when it does.  When I click on an image and it shows Replace, Crop and Delete, and a More buttom (...) - except the More button does nothing (won't open more options) - why?  I just want to copy and paste, but I can't!  At the moment I am on a PC but it also happens on my Ipad.

[Tarun Saini]

Hi @carolineD25,

Thanks for reaching out! We're sorry to hear about this. Could you please elaborate more on the issue you're experiencing? If possible, can you please share the screen recording of the issue?

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 if that helps,

Regards,

Tarun

[carolineD25]

Hi Tarun, sorry I was not clear, but I don't know what more info to give? A screenshot would only show my image selected and what I said before as showing. 

When I click 'more' nothing happens (meaning normal drop-down menu with copy, paste etc., does not open (so a screenshot can't show nothing happening). Using Edge browser, but I have used it before and it worked. I will try another browser but there is no reason it should only work intermittently is there? 

[Tarun Saini]

Thanks for your response @carolineD25,

Please try the steps, i have mentioned above. Some times clearing cache and cookies resolves the issue. I am sure this is what you're referring to as per the screeshot below-

Also, please make sure that the network endpoints listed on https://helpx.adobe.com/enterprise/kb/network-endpoints.html are allowed.

Regards,

Tarun

[carolineD25]

Thank you for the advice, I will try it.

Best Regards
Caroline

[signatureImage]
Notetaker/Student Support
Disability Services
(She/Her)

[carolineD25]

Update: following your instructions did not work. I also tried it on a desktop PC and the same thing happened. I've got used to it now; by duplicating pages I can get around the cut/paste option not being available- because if the More Option (3dots) not working at all. 

[Amitej S]

Hi @carolinec3666178, this isn't the experience we want you to have. Can you select the asset and then right-click on it to see if the same drop-down appears? You may want to check this in private/incognito browsing mode. 

Also, please let us know if there have been any changes made to the browser you use. Were there any new extensions or plugins added to it? Is the browser an official version or a beta version? 

I tried it on multiple devices and browsers, and it works fine on our end. This could be an isolated issue, and we are here to help!

Do share your observation 

Best!

[carolineD25]

Hi, thanks. I mainly use my IPad, so no right click. When I tried it on a PC the right click brought up the browser options only. I did try everything before contacting you.
I went back to the document I originally had trouble with, and it now works today, so does a recent project done today. I can't work out what causes the intermittent problem.
No changes were made to the IPad browser, and on work PC only admin can change browser or do updates. But I asked and nothing had been done that day.
If it happens again, I'll just duplicate the file as it's intermittent. Thanks for your responses.


Best wishes
Caroline

[signatureImage]
Caroline Danby BSc, FBSc, Dips
Disability Support

[Tarun Saini]

Hi @carolineD25,

I'd recommend reaching out to and working with our support directly as a next step. They can be reached here: https://helpx.adobe.com/contact.html?rghtup=autoOpen

Regards,

Tarun