Re-converting Express files

[Abhi-G]

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

[Vineet289839169993]

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.

[Abhi.G @ ADBE]

@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

[Vineet289839169993]

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)

[Vineet289839169993]

@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. 

[Abhi.G @ ADBE]

@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

[Abhi.G @ ADBE]

@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.

[Abhi.G @ ADBE]

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:

• blocking access to the endpoints listed here: https://helpx.adobe.com/enterprise/kb/network-endpoints.html
• disallowing the secure WebSocket protocol i.e. wss://
• stripping any HTTP headers (like Sec-WebSocket-Key) required for WebSocket handshake

Abhi G

[kollaria]

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

[Abhi.G @ ADBE]

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

[kollaria]

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