Unexpected Error on Adobe Firefly – Unable to Access Page

[Temi_Oztok1507]

Dear Adobe Support Team,

I encountered an unexpected error while using Adobe Firefly. The system displayed the following message:

An error occurred
We encountered an unexpected issue. Please try refreshing the page or return to the login screen.
UUID: f8ab246c-8a39-4603-a1b9-7d6e69bbd128

I tried refreshing the page and returning to the login screen, but the issue persists.
Could you please investigate this error and let me know how to resolve it?

Thank you for your time and assistance.

Best regards,

[droopydog500]

Hello @Temi_Oztok1507,

Thank you for your message. 

What were you doing when you received this error? Please include a screen shot of the full browser window and not just the error message (many errors can be caused by more than one thing and the context from the whole window helps narrow down the issue).

Also, what OS and browser are you using?

Thanks,
    droopy

[Temi_Oztok1507]

Hey Droopy,

Thank you for your quick response. I had been using the Firefly board without any issues for about a month and a half — until last week. When I open one of the boards I used before, the screen loads, but without making any changes, this error immediately appears. 

I’m using Mac OS 26.0.1 and accessing it through Safari. Two hours ago I was able to use it again for a while without interruptions, but now the same error is showing up again.I noticed that Safari was blocking a pop-up window — it appeared at the top of the browser, and when I clicked on it, it redirected me to Adobe Firefly Board, where everything worked smoothly for a while. Could the issue be related to that?

[SamarthS]

Hi @Temi_Oztok1507, 

I am sorry about the issue. Could you try logging out and then logging back in? 
Let us know if you still face the issue. 
Thanks,

[Temi_Oztok1507]

Hi Sam,

Yes, the issue is still ongoing.

Best,

Temi

[Temi_Oztok1507]

Hey Adobe Family,

I’ve tried all possible methods — using a new browser, allowing pop-ups, logging out and back in, clearing history, and deleting caches — but I’m still getting the same error. I believe the issue will need to be resolved on your end.

[Temi_Oztok1507]

I have some urgent work to complete, so I would really appreciate it if the issue could be resolved as soon as possible.

[Temi_Oztok1507]

Right now, when I click on the Nano Banana model and upload the image I want to edit, an error appears.

[SamarthS]

Hi @Temi_Oztok1507, 

I am really sorry about the issue, but I wanted to be sure about the error. Is there a chance you can try on a Windows machine? I tried on all the machines at home, and they worked well, but they are all Windows. We have already shared your details with the product team for investigation. 

Thanks, 

[Temi_Oztok1507]

Hi @SamarthS 

Thanks for your message. I just tried it on a Windows machine, and it worked without any issues. It seems the problem is specific to Mac. Is there anything I can do on my side to fix it? 

Best, 
Temi

[SamarthS]

Hi Temi, 

Just one more request: Could you check on a different MAC? We are unable to reproduce this at our end. 

Thanks for helping in getting to the root of this issue, appreciate your patience. 

[Temi_Oztok1507]

Hi Sam,

Hi @SamarthS 

I’ve just tested it on another Mac as well, and it worked without any issues — so it seems the problem is specific to my own computer.
Thank you for your help and for following up. What would you recommend I do next to resolve this on my device?

Best,
Temi

[SamarthS]

Hey Temi, 

You can try basic troubleshooting, such as clearing out the browser cache. It may be the IP or the machine. Can you disconnect the MAC from the network and then reconnect after 2 minutes? This is a strange case for sure. You can try rebooting the machine. Let us know if it works after the above steps. 

Thanks,

[Temi_Oztok1507]

Hey @SamarthS 

I’m one step closer to finding the cause of the issue. When I select Nano Banana and enter a prompt, it generates normally. However, when I upload a reference image, that’s when the error appears.

[Temi_Oztok1507]

Hey again @SamarthS 

I don’t know if it was fixed with your help, but it’s working now. What’s strange is that when I upload it as a PNG, there’s no problem at all and I can generate visuals smoothly, but when I try uploading it as a JPEG, the error appears immediately. It seems to be resolved, and thank you so much for all your communication and support up to this point.