Unable to Edit Photos in Express

[amnobil12]

I'm attempting to edit different jpg images I'm downloading from my company's brand library, but for each photo I pull in I can't edit the image in any way (remove background, erase, etc.). Each photo I download is accompanied with a red exclamantion icon or a cloud icon on the image, both of which mean certain things and are preventing me from further editing the images the way I want.

Can someone help me understand what each icon means and any tips I can do to circumvent these issues so I can actually edit my images?

[Tarun Saini]

Hi @amnobil12,

Thanks for reaching out! We're sorry to hear about this. Are you getting any error messages? If so, could you please share the screenshot of the error message you're getting? Are you able to upload files from your local device without seeing any errors? 

We're here to help, just need some info.

Regards,

Tarun

[amnobil12]

Hi Tarun,

Thank you for your assistance. I'm not getting any error messages but when I upload the images I'm getting one of two "error" logos that appear. I've attached two examples to this reply post to show you what I am saying. And all of these uploads are happening locally.

Let me know if you need any additional information. Thank you.

[Tarun Saini]

Thanks for sharing the information and the screenshot @amnobil12,

I've escalated the case to our product team and will keep you posted once I hear anything from them.

Regards,

Tarun

[Abhi.G @ ADBE]

Hi @amnobil12 

Let me provide more specific steps for Tarun's question "Are you able to upload files from your local device without seeing any errors?" above as getting clarity on that will help investigate.

1. Navigate to https://www.adobe.com/files
2. Find the brand library
3. Find the images you are having trouble with
4. Click ... and Download to your device (see screenshot below)
5. Back in Express, in the Media panel, click Upload from device, and upload the images downloaded in the previous step (you can also drag and drop from your device)
6. Q: does this also fail in the same way?

Thanks

Abhi G

[amnobil12]

Thank you for the guidance, Abhi G. Unfortunately, I'm still receiving the same error icons on my images I upload this way.

[Tarun Saini]

Hi @amnobil12,

Thanks for your response. Could you please share the assets you are using with me via private message?

Regards,

Tarun

[amnobil12]

Thank you, Tarum. I just DM'd the photos to you.

[KenzieCojo]

Mine is doing the same thing... nothing will load