Unable to Download animation with audio

[Mothie34916098bdpk]

Im having trouble downloading animation with audio. After i choose the character and background, i add the audio files, it shows me a preview but wont let me download it. It keeps saying access to document has timed out.

[thejanebradbury]

Is your audio in the correct format? MP3, AIF, WAV or MP4

Is your audio 2 minutes or less?

Is your audio less than 1GB?

[Mothie34916098bdpk]

Yes, it’s mp3 format. Now I have seem to run into another error. Every time
I upload the audio with the animation, the page automatically refreshes
prompting me to log in

[Neelamk]

Hi @Mothie34916098bdpk,

Apologies for the late response and also for the frustration & difficulties you faced with the new Adobe Express. Do you still see the issue of the file not opening? Which browser are you using?

Have you tried using the other suggested browsers (Safari, Microsoft Edge, and Google Chrome) to see if it makes a difference? Try clearing the browser's cache and cookies to check if that helps.

Also, try restarting your computer.

From Windows browser: Ctrl + Shift + Delete

From Mac browser: Cmd + Shift + Delete

Hard refresh: Ctrl / Cmd + F5 or Ctrl/Cmd + R.

Please let us know if this helps. It also helps us with a screen recording of the workflow to investigate further.

Thank you,

Neelam

[Minh35673643tsh0]

I also encountered the same situation, I also tried the above methods but without success, hoping to receive support.

[Tarun Saini]

Hi 

@Minh35673643tsh0

Are you on VPN? Have you recently installed any third-party extensions? Try removing the pop blocker, if any, and let us know if that helps. You can also try disabling the firewall and check if that helps.

Also, are you on Mac or Windows? Have you tried using the other suggested browsers (Safari, Microsoft Edge, and Google Chrome) to see if it makes a difference? Try clearing the browser's cache and cookies, and let us know if that helps.

Regards,

Tarun