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Unable to open project - Creative Cloud Express

Engaged ,
Dec 13, 2021 Dec 13, 2021

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Being ping-ponged around the place - trying to contact support about editing a Spark post which gives an error message:

"Unable to open project

Please contact support and include the following details:


URL: https://express.adobe.com/sp/design/page/urn:aaid:sc:EU:2ee44c79-2769-4fbf-9705-86b395e7284e


AdobeId: 5ADC6EC14BE0475F0A04B82B@AdobeID


Time: Mon Dec 13 2021 17:31:23 GMT+0000 (Greenwich Mean Time)


Error: AdobeDCXError: [NETWORK_ERROR] Error downloading an asset" 

 

Moderator note: changed your title to reflect your actual issue. Thanks!

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correct answers 1 Correct answer

Engaged , Dec 14, 2021 Dec 14, 2021

Hello, incognito gave me access to edit again but Chrome (browser?) required cleared cache to edit.   

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Engaged ,
Dec 13, 2021 Dec 13, 2021

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What a complete and utter SNAFU Creative Cloud Express is.  Bug ridden, changing without warning failing to implement suitable links not providing for transitions, no effective T&Cs clarification … I can go on but please sort it out quickly so that work on a Spark project can resume.    

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New Here ,
Dec 13, 2021 Dec 13, 2021

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I have the same problem:

No es posible abrir el proyecto

Por favor, contacta con asistencia técnica e incluye los siguientes detalles:


URL: https://express.adobe.com/es-ES/sp/design/page/urn:aaid:sc:US:65e7b8f3-98dc-4d4a-ac98-2bcd10817678


AdobeId: 021C054D5E8B62090A495CD1@AdobeID


Time: Mon Dec 13 2021 12:30:26 GMT-0600 (hora estándar central)


Error: AdobeDCXError: [NETWORK_ERROR] Error downloading an asset

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Adobe Employee ,
Jan 07, 2022 Jan 07, 2022

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Are you clear of your issue now, Rojeda? We hope so. Let us know.

 

Thanks,
Kevin

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Adobe Employee ,
Dec 13, 2021 Dec 13, 2021

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Hi effeegee,

 

Sorry about your first experience with Creative Cloud Express.  I've passed along your feedback to the various teams. 

 

In the meantime can you try clearing your cache? 

 

Hope that helps but if not let me know and we can continue to troubleshoot.

CM

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New Here ,
Dec 13, 2021 Dec 13, 2021

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I have this exact issue. My project is a grad school assignment that is due this week, so that's fun. I'm glad it's not just me?

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Adobe Employee ,
Dec 13, 2021 Dec 13, 2021

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Hi CourtK,

Sorry about that. Have you attempted the troubleshooting steps of clearing your browser cache and logging in to a new "Icognito" (Chrome), "Private" (Safari) browser window (or similar)? Please let us know. We hope we can assist you in getting back on track.

 

Thanks,
Kevin

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New Here ,
Dec 14, 2021 Dec 14, 2021

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Anyone try clearing cache, does this work for this error message?

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Engaged ,
Dec 14, 2021 Dec 14, 2021

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Hello, incognito gave me access to edit again but Chrome (browser?) required cleared cache to edit.   

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Adobe Employee ,
Jan 07, 2022 Jan 07, 2022

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Thanks for letting us know efffeegee. I hope all is going well now.

 

Thanks,

Kevin

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New Here ,
Dec 15, 2021 Dec 15, 2021

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I did that and it did not work.

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Adobe Employee ,
Jan 07, 2022 Jan 07, 2022

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Checking in back in with you _Lydia. Is everything OK now, or are you still facing these issues? I hope not, but please let us know.

 

Thanks,
Kevin

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Adobe Employee ,
Jan 07, 2022 Jan 07, 2022

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Still facing issues, Chris? Tell us more, if so. We are here to help.

 

Thanks,
Kevin

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New Here ,
Dec 15, 2021 Dec 15, 2021

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Yes, and this worked for me. Thank you.

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Adobe Employee ,
Jan 07, 2022 Jan 07, 2022

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Very cool! Thanks for letting us know, CourtK. You're a real gent.

 

Regards,
Kevin

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Community Beginner ,
Dec 31, 2021 Dec 31, 2021

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It still doesn't work -- going on several days, now!

It worked on December 22 on my Win 7 / Firefox PC and network. It has not worked since.

 

We have tried running the Mobile app on my network and that works fine.

But, I don’t do this kind of work on a tablet / phone. I do my work on a PC.

 

Here’s what we know:

 

  1. The PC version still does not open a project in Win 7 running Firefox.
  2. The PC version still does not open a project in Win 10 running Chrome.
  3. The PC version still does not open a project after logging into Mobile, syncing, logging out, clearing cache / cookies on PC
  4. The PC version still does not open a project in Incognito in Windows 10 mode
  5. The PC version still does not open a project in Private Window in Windows 7
  6. The PC version still does not open a NEW project created yesterday

 

So, let’s see if there’s something you can do on your end to fix the problem. It appears that the migration from Spark to ACE was not successful and/or my files are corrupted.

 

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Adobe Employee ,
Jan 07, 2022 Jan 07, 2022

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SJ,

As we understand it, your issue is resolved. In another thread, you said you had trouble migrating your corporate account which tripped up your Spark log in, but you were able to fix it. Glad about that.

 

Regards,
Kevin

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Community Beginner ,
Jan 08, 2022 Jan 08, 2022

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Nope! If it's a migration problem, my account is stil in limbo...

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Adobe Employee ,
Jan 11, 2022 Jan 11, 2022

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I apologize for that @Southside Jukes - I thought your case was sorted.

 

Are you in contact with our chat and call Help representatives? Have they promised a call back? If not, shoot me a private message and I will do my best to get your case resolved. OK? 

 

Kind Regards,
Kevin

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