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Татьяна35536532y56h
Participant
April 30, 2025
Answered

Image generation in Photoshop not working + billing and Firefly data not loading

  • April 30, 2025
  • 2 replies
  • 459 views

When trying to use any kind of image generation in Photoshop, it starts loading the usual 3 variations at first, but after a few seconds the generation stops and the screen reverts to its previous state before the prompt was entered. Nothing appears in the history either. Additionally, information about plans, billing history, and payments does not load on the website, and the Firefly site also fails to load data. What could be the issue and how can it be fixed?

Correct answer Татьяна35536532y56h

I’ve fixed the problem. It turned out the firewall was causing it - resetting it to factory settings solved everything.

2 replies

Т
Татьяна35536532y56hAuthorCorrect answer
Participant
May 3, 2025

I’ve fixed the problem. It turned out the firewall was causing it - resetting it to factory settings solved everything.

Sameer K
Community Manager
Sameer KCommunity Manager
Community Manager
April 30, 2025

Hey, @Татьяна35536532y56h. Welcome to the Photoshop Community. I reviewed the account you used to log in, and I found an active subscription & there is a likely billing issue with your account. Head here to fix any possible billing issues: https://adobe.ly/44jDiec;

 

You can try using Photoshop Web (https://adobe.ly/3WkhVFm) on an alternate device & internet network to rule out that it is a network issue. 

 

Thanks!
Sameer K

(Type '@' and type my name to mention me when you reply.)

Т
Татьяна35536532y56hAuthor
Participant
April 30, 2025

Thanks for the quick response. The link you provided gives me a 404 error. I tried the web version of Photoshop, but the generation doesn't work there either. After requesting the generation, the generation process happens, but it doesn't complete, and everything goes back to the previous state, but now I get the message "Something went wrong".

 

The payment issue may be related to the fact that I tried to buy an Illustrator subscription through the website today. And when I went to Creative Cloud to download Illustrator, I was offered to buy it again, so I didn't get to the download. Now I don't know how to install it to start using it.

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