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Andreea Chirculescu
Participant
September 23, 2023

cannot download licensed photos

  • September 23, 2023
  • 11 replies
  • 822 views

i have the adobe stock since 2019. i never have encountered such a situation but i read that it happened ately this. i have 320 available credits, i can ,,buy,, the credetials for the photo and all stops there. i cannot downlaod it in my computer like i did before. 

Here is a list of the things I've tried:

  • Cleared browser history, cache, cookies, 
  • Logged out and back into adobe account
  •  Tried using chrome and safari
  • Tried on a different computer (same network)
  • Tried on a completely different network 

 

does anyone experience this also? i am 100% sure is not the problem fro my side but from Adobe. can anyone recommend another site for photos like adobe? i am seriously thinking to give up this subscription because im working on a tight scheduled project and i really cannot experience such flaws in my work. 

 

    11 replies

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    November 28, 2023

    Thanks @EvilBug1 for the update.

    ABAMBO | Hard- and Software Engineer | Photographer
    E
    Adobe Employee
    EvilBug1
    Adobe Employee
    November 16, 2023

    This issue is fixed on server. Thanks everyone for the patience. 

    -EB

      R
      robin|greenerpixels
      Participant
      November 3, 2023

      @Abambo  - I'm also experiencing something unusual. Even though it looks like I'm logged into my account (and my account shows as having credits), the manage account link disappears as soon as I click the profile icon or it doesn't respond at all. All images are showing as "free with trial" even though I'm "logged in". I can't preview any images to get to the link to license. What is going on with the site??

       

      A
      Amy33245519c6jt
      Participant
      November 3, 2023

      I am also having the same problem, I have several images added to my library. I was able to license 1 but then I got this error message on every other image in my library. I have 9 credits left but cannot license any of my images, I am able to license free images though. I chatted with customer service for a long time and we tried everything to get it fixed but nothing worked. And the agent was very rude, this is so frustrating!

      Abambo
      Community Expert
      AbamboCommunity Expert
      Community Expert
      October 31, 2023

      Did you do the standard tasks as indicated here: https://community.adobe.com/t5/stock-bugs/cannot-download-licensed-photos/idi-p/14107132 ?

       

      Please ckeck also the answer of @WendellaBee here: https://community.adobe.com/t5/stock-bugs/cannot-download-licensed-photos/idc-p/14111610#M714 and confirm the issue.

      ABAMBO | Hard- and Software Engineer | Photographer
      Abambo
      Community Expert
      AbamboCommunity Expert
      Community Expert
      October 31, 2023

      @Astrid29606229inma ,

       

      That may or may not be the case. Did you do the remedies indicated by the OP? https://community.adobe.com/t5/stock-bugs/cannot-download-licensed-photos/idi-p/14107132

       

      Please also check the answer of @WendellaBee. https://community.adobe.com/t5/stock-bugs/cannot-download-licensed-photos/idc-p/14111610#M714 All indications are important.

      ABAMBO | Hard- and Software Engineer | Photographer
      A
      Astrid29606229inma
      Participant
      October 31, 2023

      Having the same problem here, so the problem is clearly on Adobe's side. 

      G
      Geraldine-Christina5F8A
      Participant
      October 31, 2023

      I have the same problem. I Can't license anything. 

      WendellaBee
      Adobe Employee
      WendellaBee
      Adobe Employee
      September 25, 2023

      Please confirm are is it one particular asset or all licensed assets that you are unable to download?

      Abambo
      Community Expert
      AbamboCommunity Expert
      Community Expert
      September 24, 2023

      So if I understand you well, the asset is licenced, and you just can't download the licenced asset. Did you try to download from the Licence history panel too?

       

      (moving this to the bugs section)

      ABAMBO | Hard- and Software Engineer | Photographer
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