Adobestock library not loading

[Lora-Nikola335231321o7s]

My adostock library is not loading. It loads a few images and then it freezes. I cannot remove, license or view the images that are showing. I tried in safari, chrome and firefox. I tried restarting the computer, i deleted history and cookies and nothing is happening. The laptop is fully updated and the account is paid for.  I can browse for images and license them from the search page but i can't do anything in my library. Any ideas?

[rachelg57812455]

Same thing happening to me. I've tried all sorts of trouble shooting. The chat people are not able to assist. They said it's a "known problem" and I just have to wait for it to be fixed. But couldn't tell me if it would be hours, days or months!!!! Meanwhile, I am paying for assets that I can't access. Very fristrating!

[Abambo]

@Lora-Nikola335231321o7s,

Do you have many items in that library?

Did you try with the Creative Cloud desktop app?

[Lora-Nikola335231321o7s]

Thanks for the response. I had recently deleted a big chunk and I have been trying to delete more after completing a project and that's when the problem started. I deleted all that i had the possibility to delete and the rest are stuck there. Yes i tried the desktop app too

[Abambo]

Yes, I tried the desktop app too.

I suppose with the same result?

A year ago, there was a problem with considerable libraries. Libraries having more than 100 items started to become unresponsive. I do not know if that has been fixed meanwhile, but I had the impression, that it was.

[rachelg57812455]

Seems like I'm having exactly the same issue as you @Lora-Nikola335231321o7s 

@Abambo I had about 300 licenced/saved items in a library. I thought that might contribute to the problem so I went through creative cloud and created new libraries and deleted a bunch of content. However, this seems to have made matters even worse!! For example, one of my new library's  has just 29 items but only 26 will load. When I hover over half my assets nothing happens. The options to "save, re-download etc" have completely disappeared. I can no longer click on any image to open it up, or search for similar items. My whole system seems to have shut down.

Thankfully I am able to see the assets in creative cloud, but I am unable to download any of them.

I also tried to access the assets through photoshop, but most of them are missing.

Also, I thought maybe it was an internet connection issue, so I went to different offices to try different wifi. I've also tried to access the assets on different computers. Whatever I do, same problem is happening.

I am completely at a loss as to what to do next. The person on chat said that someone from their technical team would contact me - but haven't heard from anyone.

What's really infuruating is the lack of support from Adobe. I'm on a pretty big subscription, have been for years. So to get radio silence on quite an significant issue is very disappointing.

Thanks for listening!!!

[Abambo]

Sorry for that.

There is the official Adobe customer support: Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.

For support via Twitter:
https://twitter.com/AdobeCare

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and look, if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.
If in doubt, ask the forum.

[Bibilelo]

Hi @Lora-Nikola335231321o7s ,

Are your libraries loading correctly when going to assets.adobe.com/libraries ?

Are there any errors displayed in your browser console when you expeience the issue?

Thanks