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Re-converting Express files

Adobe Employee ,
Aug 21, 2023 Aug 21, 2023

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We've recently fixed a bug that caused some Express files to convert in a way that they would not open. If you're encountering this, you may want to re-convert these files. Here are the steps:

 

  1. Delete all post-conversion file(s) that won’t open (the files in Your Stuff > Files)
  2. Go to the [Originals] folder
  3. Click on the original file thumbnail; this brings up a dialog saying that the file is already converted (but that doesn’t matter)
  4. Click the “Open converted file” button; this will re-trigger conversion
  5. After conversion completes, the file should open
  6. The re-converted file will be in the [Originals] folder, but you can move it out
  7. Keep the Original file in the [Originals] folder for posterity

 

Hope this helps,

Abhi G

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Community Beginner ,
Aug 22, 2023 Aug 22, 2023

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Hi @Abhi-G 

 

I have tried following these steps. I get to Step 4 and click on open converted file, then the project opens and I get this screen (attached screenshot below) and it stays on this screen. I have been waiting or over an hour, and there has been no progress. 

 

Kindly help me with this.

Capture.JPG

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Adobe Employee ,
Aug 22, 2023 Aug 22, 2023

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@Vineet289839169993 that's odd, but you had confirmed that your file was a "Webpage" file. This does not look like one (this is an example of a Webpage file: https://new.express.adobe.com/webpage/F13HsCtiMB0nj)

 

In any case, could you share the url from the browser's address bar of this reconverted file that's stuck at "Getting everything ready..."

 

Thanks

Abhi G

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Community Beginner ,
Aug 23, 2023 Aug 23, 2023

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I apologise. I misunderstood webpage then. 

All my projects are built using adobe express on my web browser. I have worked on projects that sit within adobe express itself, and I download them into JPG or PNG for various uses. 

Sharing the url from browser's address bar of the reconverted file that's stuck at "Getting everything ready.."

DPRT'23 - 26 May 2023 at 12.44.28 (adobe.com)

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Community Beginner ,
Aug 23, 2023 Aug 23, 2023

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@Bacon31616487fc7y This is the same issue I am dealing with. It just stalls after Step 4. Hoping Abhi and the Adobe team can provide a solution soon. 

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Adobe Employee ,
Aug 23, 2023 Aug 23, 2023

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@Vineet289839169993@Bacon31616487fc7y 

 

The recommendation to attempt to re-convert files was based on Adobe having fixed a couple of conversion bugs (at least one specific to Webpage files). What might be happening is a different bug that leads to the weird state at step 4.

 

I already have @Vineet289839169993's file info. @Bacon31616487fc7y, could you please DM me your adobe id (email you log in with) as well as the url of the file that's stuck?

 

Thanks for your patience,

 

Abhi  G

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Adobe Employee ,
Aug 23, 2023 Aug 23, 2023

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@Bacon31616487fc7y 

One more thing: are you experiencing similar issues with new files as well? 

@Vineet289839169993 is experiencing the followning:

  • Create a new file
  • (Make some edits: add images etc.?)
  • Try to Download: it remains disabled with a "We're working on your file. You'll be able to download it soon" message
  • Leave the file
  • Try to reopen it: same stuck state as step 4 for converted files

 

This would suggest that it's perhaps not a conversion bug after all since it's affecting new files. 

In any case, I will invetigate further.

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Adobe Employee ,
Aug 29, 2023 Aug 29, 2023

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Just the close the loop on this, the issue that @Vineet289839169993 was running into was not specific to conversion; all files (new or old) would hang on open.

If others are running into this, specifically on a work network, please have your network admin check that there isn't a network proxy that is:

 

Abhi G

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Community Beginner ,
Oct 04, 2023 Oct 04, 2023

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Why does my supposedly converted file look like this - and I can't download it. Any help would be greatly appreciated. 

Screenshot 2023-10-04 at 5.30.43 pm.png

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Adobe Employee ,
Oct 04, 2023 Oct 04, 2023

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Hi @kollaria 

 

Could you clarify what happens when you try to download this file? Do you see an error message (if so, a screenshot will help) or does it fail silently?

 

Thanks

Abhi G

 

 

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Community Beginner ,
Oct 05, 2023 Oct 05, 2023

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LATEST

Yes, after about 1% of download I receive an error message. 

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