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Unkle Hek
Participant
Nov 14, 2025 1:14 AM UTC
Released

P: Cannot upload reference image [merged thread]

I’m currently unable to upload photos to Firefly for editing, despite the service working for only about a week and a half. Considering the cost, this disruption is unacceptable. Please address this issue promptly or provide a full refund.

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    234 replies

    Whispering_Zenith0c10
    Participant
    Aug 21, 2026 11:11 AM UTC

    Il y a in mois, tout était impeccable pour le même type de vidéo, avec les mêmes paramètres.

    Réparez au plus vite svp, c'est terriblement frustrant de mettre en œuvre une vidéo sur laquelle nous comptons absolument !

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      fantastic_stylec487
      Participant
      Aug 15, 2026 12:40 PM UTC

      i have 5 times ask on chat, uploading pictures to generate video is not working, everytime the same answer, f5 is not working!  yhe same als the AC3 codec, there they also no solution

       

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        Tarun Saini
        Community Manager
        Tarun SainiCommunity Manager
        Community Manager
        Aug 19, 2026 6:14 PM UTC

        Hi ​@fantastic_stylec487,

         

        Could you please share the information requested above to investigate the issue further?

         

        Regards,

        Tarun

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        GokhanSeyhan
        Participant
        Jul 14, 2026 4:05 PM UTC

        ​@Tarun Saini Unfortunately, as quite some time has passed and the issues have not been resolved, I have cancelled my trial membership. 

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          Tarun Saini
          Community Manager
          Tarun SainiCommunity Manager
          Community Manager
          Jul 14, 2026 7:03 PM UTC

          Hi ​@GokhanSeyhan,

           

          We understand, and we're sorry that the issues weren't resolved during your trial period. Thank you for giving Adobe Firefly a try and for sharing your feedback with us.

          We apologize for the inconvenience and appreciate your patience throughout this process.

          Regards,

          Tarun

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          GokhanSeyhan
          Participant
          Jun 28, 2026 7:11 PM UTC

          Bir hata bildirmek için yazıyorum. Hata bildirim sayfası beni buraya yönlendirdi. Kredi olmama rağmen video oluşturmakta zorlanıyorum. Başlangıç görüntüsünü seçiyor gibi görünüyor ama hiçbir referans görüntü yüklenmiyor.

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          Tarun Saini
          Community Manager
          Tarun SainiCommunity Manager
          Community Manager
          Jul 14, 2026 2:53 PM UTC

          Hi ​@GokhanSeyhan,

           

          Thanks for reaching out! Could you please share a screen recording of the issue so we can help you further? Also, elaborate more about the issue you are experiencing. Are you getting any error message while creating a video? What steps are you taking for that? 

           

          Did you try another browser to check if that helps?

           

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

           

          Regards,

          Tarun 

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            kind_photoa1cf
            Participant
            Aug 10, 2026 8:43 PM UTC

            it seems a lot of your customers are having the same issue. Is this being seriously address or only polite responses are provided regarding this know issue?

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              Rafat.jahan
              Rafat.jahan
              Participant
              Jun 13, 2026 11:03 AM UTC

              When I attempt to upload a reference image for video generation, the image is either not accepted, fails to upload, or does not appear in the reference image section after selection. As a result, I am unable to use image-to-video generation with my reference images.

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                Mary+CE
                Mary+CE
                Participant
                Jun 11, 2026 2:15 PM UTC

                It sounds like the same thing happening to me; You got far more technical than I could, but essentially, the upload image for reference image is not working.

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                  Chatt2026
                  Chatt2026
                  Participant
                  May 31, 2026 5:40 PM UTC

                  Is this still an ongoing issue, i’ve paid for premium and cant upload a reference image and just lingers when asked to generate ??? been going on days now !!

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                    Greenwich22
                    Greenwich22
                    Participant
                    May 20, 2026 5:48 PM UTC

                    I am unable to add a reference image to use in my generation despite having 4000 credits that must be used today. 

                     

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                      Hajar Toutsi
                      Community Manager
                      Hajar ToutsiCommunity Manager
                      Community Manager
                      May 21, 2026 11:53 AM UTC

                      Hi Greenwich22,
                      Thanks for flagging. 
                       

                      The product team is still investigating this issue, and they’ve requested the following information to help reproduce it and work on a fix:

                      • A reference image of the problem you’re encountering, shared in a zip file

                      • Your operating system and browser details

                      • A screen recording showing the issue as it happens
                         

                      Once we have this information, it will help the team diagnose the problem more effectively. Thanks again for your cooperation.


                      Hajar

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                        Greenwich22
                        Greenwich22
                        Participant
                        May 22, 2026 7:00 PM UTC

                        I am now able to upload the reference image and add the prompts that I’d like done.  However, I am unable to generate an image.  I’ve tried google chrome and yahoo.  So very frustrating as I have work that needs to be done, and I’m getting behind. 

                         

                         

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                          sens_6922
                          sens_6922
                          Known Participant
                          May 14, 2026 1:41 PM UTC

                          Is there any fixes for this yet? I am using chrome and having the same issue

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                          Hajar Toutsi
                          Community Manager
                          Hajar ToutsiCommunity Manager
                          Community Manager
                          May 14, 2026 2:54 PM UTC

                          Hi sens_6922,
                          Thanks for reaching out.

                          The product team is still investigating this issue, and they’ve requested the following information to help reproduce it and work on a fix:

                          • A reference image of the problem you’re encountering, shared in a zip file

                          • Your operating system and browser details

                          • A screen recording showing the issue as it happens

                          Once we have this information, it will help the team diagnose the problem more effectively. Thanks again for your cooperation.


                          Hajar

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                          bilgin741
                          bilgin741
                          Participant
                          May 11, 2026 10:06 AM UTC

                          dosya yükleyemiyorum
                          düzgün çalışmıyor sürekli hata veriyor

                           

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                            Hajar Toutsi
                            Community Manager
                            Hajar ToutsiCommunity Manager
                            Community Manager
                            May 11, 2026 12:23 PM UTC

                            Hi bilgin741,
                            Thanks for flagging.
                             

                            The product team is requesting the following information to investigate the issue further:

                            1. A reference image of the problem you are encountering.
                            2. The operating system and browser you are currently using.
                            3. A screen recording of the issue to assist them in reproducing it.

                             

                            Thanks
                            Hajar

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