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Firefly won't properly load in any browser, Photoshop, etc loads just fine.

Community Beginner ,
Sep 15, 2023 Sep 15, 2023

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Help.  I'm running the Chrome browser and I don't want to change but I can't run Firefly on Chrome.  I've heard that there is a change I need to make to Chrome so that it will run Firefly but I can't find that change info anywhere.

 

I'm a member of Adobe and when I call up Firefly it loads okay but when I try to use any of the functions it tells me to login, and when I login is where Firefly won't load.  I'm attaching a screen shot of what comes up when I try to load Firefly.  It loads, but then there is a screen asking me to "Accept" or "Cancel" but clicking on either does nothing.  The strange this is I can see Firefly clearly loaded in the background but I can't get to it because of this little screen out in front that wants a response "Accept" ro "Cancel" but no amount of clicking does anything.  The exact same thing happens in Microsoft Edge as well, so I'm stumped and it's a bummer because I really want to get more "AI' than I can with Photoshop (Beta).  Thanks.00FireFlyNoAccess.jpg

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Adobe Employee ,
Sep 15, 2023 Sep 15, 2023

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Hi @BikerRally ,

 

Sorry to hear about the trouble. Would you mind testing this in the incognito mode of Chrome once? To open an incognito mode you can click on the three dots on the right and select the incognito mode. Let us know how it goes.

 

Thanks

Rishabh

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Adobe Employee ,
Sep 15, 2023 Sep 15, 2023

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@BikerRally , adding to what my colleague said, please make sure your Chrome browser is up to date. See how to do that here: https://www.google.com/chrome/update/

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Community Beginner ,
Sep 15, 2023 Sep 15, 2023

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Hi CMass,

Thank you for responding. I updated my Chrome and there was no change, I
still cannot get Firefly to properly load.

During that same session at Adobe I can get all of my other Adobe products
to load but just not Firefly.

Everything at Adobe loads just fine but not Firefly. I can see Firefly
running in the background of the opening screen that asks me to either
"Accept" or "Cancel" but when I click on either of those nothing happens.
It seems to be a problem with my Adobe account.

Here's the opening screen that I see when trying to run Firefly. As I
said, I can see Firefly running behind this screen, and I can scroll the
background but I can't get past this screen:
[image: 00FireFlyNoAccess.jpg]

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Community Beginner ,
Sep 15, 2023 Sep 15, 2023

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Hi Rishabh,

Thank you for responding. No, there is no difference in incognito mode.

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Adobe Employee ,
Sep 16, 2023 Sep 16, 2023

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Thank you for trying. I understand you don't want to change the browser, however, for testing can you try a different browser and see if it's working?

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Community Beginner ,
Sep 16, 2023 Sep 16, 2023

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Thank you for responding. Yes, I tried Microsoft Edge and got the same
results. I think my problem is in my Adobe account itself. I've asked
Adobe to look into something wrong with my Adobe account.

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Adobe Employee ,
Sep 16, 2023 Sep 16, 2023

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Community Beginner ,
Sep 16, 2023 Sep 16, 2023

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Nope, not what is happening in my case.  No white screen.  I'm attaching a screen shot of where Firefly blocks me out.  When I click on the "Accept" or the "Cancel" button nothing happens.  But I can see Firefly running behind this, I can even scroll the Firefly screen but I can't make this "screen shot" go away so I can't interact with Flyfly.00FireFlyNoAccess.jpg

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Adobe Employee ,
Sep 18, 2023 Sep 18, 2023

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Thank you for confirming. The dialog window in the screenshot is about accepting the User Guidelines. I understand that you're unable to agree to that, so would you mind clearing cookies and caches and then logging in again and seeing if that works?

Disclaimer: Clearing the Cache and cookies would also clear the favorites(more details on favorites) because this information is stored in the browser cache. Clearing your cache and cookies will remove stored data such as website preferences, login information, and browsing history.

 

Thanks

Rishabh

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Community Beginner ,
Sep 18, 2023 Sep 18, 2023

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Hi Rishabh, Thanks for responding.
I cleaned out everything that was on Google Chrome, still no luck.
I was really hoping that would work, I had cleaned out everything once
before and that did not work. I'm open to any other suggestions.

As I've said, I just can't get past this "Accept" screen because nothing
is loading on it except the buttons for "Accept" or "Cancel" and when I
click on those buttons it like they were not ever there, nothing happens.
But .... I can see Firefly running behind this popup, and I can scroll the
Firefly screen behind it. It's just frustrating to not be able to get past
this popup. All of my other Adobe products run just fine with no
problems. I'm really stumped and frustrated. So what else can I try?

Thank you.

Gary Baird

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Adobe Employee ,
Sep 26, 2023 Sep 26, 2023

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@BikerRally 

I'm very sorry for the delay. You already did a fair amount of troubleshooting, and I thank you for being patient. If it still now working please reach out here: https://helpx.adobe.com/support.html

If you did get it to work, can you share how?

If not, can you try different device or try signing in and out, or try what @Hamish32526425oxck  mentioned below.

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Adobe Employee ,
Sep 26, 2023 Sep 26, 2023

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Can you also make your browser take up the entire screen? Share a screenshot here. (Please remove any personal information if in the screenshot)

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New Here ,
Sep 25, 2023 Sep 25, 2023

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I had the same trouble on chrome. What worked for me was: instead of launching Firefly through searching up web domain, I opened Firefly through the Creative Cloud application. 

 

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Adobe Employee ,
Sep 26, 2023 Sep 26, 2023

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@Hamish32526425oxck is this the only way it works for you? 

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