No downloads are working (no preview or licensed)

[Nicky K29956172o5ya]

I have trouble downloading any content, which is usually not the case. Tried to troubleshoot by using different browsers, login off and on, double check my cookie setting or anything that would block a download. Other sites work fine to download, just Adobe Stock is funky today. 

Anybody else coming across this issue? Any idea how to fix this? 

[WendellaBee]

Hi @Nicky K29956172o5ya,

Is it possible the issue is occurring only with certain assets? Could you share the asset IDs of any files that you are not able to download please?

[Nicky K29956172o5ya]

Might be possible, didn't come to a conclusion yet. Appreciate your help. 
IDs: #365570978, #372580411, #365570976, #91154232, #604415824, #231780363, #36206851

[WendellaBee]

[REMOVED UNRELATED POSTS]

[WendellaBee]

I don't see any errors in our log files and I am able to download one of those assets with no issue. Are you able to try downloading on a different network? Do you have any new browser extensions that might be preventing the downloads? You might try disabling any extensions, clear the browser history and try again.

[Nicky K29956172o5ya]

Thanks for looking into this. Yes, I've tried a different network, even downloaded a new browser, and so on, but still no download possible. This never occured to me and I've been using adobe stock for years, but I can't invest any more time in resolving. I'm foreced to use a different provider since their downloads are working perfectly. 

[WendellaBee]

I appreciate what you're saying. I've filed ticket for the team to investigate further. The files do show as licensed so I can zip them and send them to you if you like. Please direct message me with the email address where I can send the files.

[Nicky K29956172o5ya]

Thanks for doing this! I appreciate it. Hopefully it's just a bad day technologie wise on my end! 

[WendellaBee]

You will need send me a direct message using the mail icon in the upper right corner of this page. Then I should be able to reply.

[Bibilelo]

Hi @Nicky K29956172o5ya , 

In order to help investigate your issue, could you please tell me from which page you are trying to download the files?

Thanks

Bibilelo

[WendellaBee]

@Nicky K29956172o5ya  friendly nudge, could you tell us from where you were trying to download the files that were giving you trouble, it will help with our investigation. Thanks!

[Nicky K29956172o5ya]

Hey! Not really understand what you mean by "where"? 
Tried all different browsers (chrome, edge, firefox, safari) and was logged in to https://stock.adobe.com/ca/
Is that helpful? 

[WendellaBee]

Waiting for your reply. 🙂

[WendellaBee]

@Nicky K29956172o5ya oh, sorry. From what URL/web address? Or was it from within a Creative Cloud app?

[Nicky K29956172o5ya]

Not the cloud app, in the browser:
stock.adobe.com/ca/searchstock.adobe.com/ca/search?k=Berg+Glacier+and+Berg+Lake+in+Robson+Provincial+Park&search_type=usertyped&asset_id=417728609

[WendellaBee]

That's helpful, were you downloading from the thumbnail of the image or from the details view?

OR

[Nicky K29956172o5ya]

I tried both and neither worked. 😕
Also tried to download already licensed images under my profile (logged in stock.adobe.com/ca) under the license history and those didn't not re-download. 

[WendellaBee]

Thanks this is helpful!

[Nicky K29956172o5ya]

Glad it could tell you something! Thanks for investigating, appreciate it. 

[Contributor1]

Hello @Nicky K29956172o5ya, could you launch the browser Google Chrome using Incognito mode and try downloading a new image from here: https://stock.adobe.com/free

To help with troubleshooting, if you have an issue with the license&download can you provide a screenshot of the full browser window when it fails?

[Nicky K29956172o5ya]

Thanks for the advice. I just tried that incognito and I'm still replicating the same error. It shows a successful download, see screenshot, but it's never downloading. No matter what I do, e.g. re-downloading, downloading from different browser windows or what not. I've also checked in with my IT department and they assured there is nothing going on my end blocking external downloads. 

I wish I could help more, but due to the time intensity I was forced to switch to a different provider. 

Best of luck! 

[WendellaBee]

@Nicky K29956172o5ya  I'm sorry we could not assist you with this issue. Since we're unable to reproduce the problem it appears that it's something with your system or network unfortunately. A test you might try is logging into the Adobe Stock site on a colleague's computer and see if you can download from a different system. Since free assets cannot be downloaded ask if a colleauge can download the same asset on their own computer it would again point to something on your machine. If you discover the reason this is occurring please let us know as it would be helpful to know the cause.

[Nicky K29956172o5ya]

Thanks for all your help, EBQ! Unfortunately, I'm encountering the same issue when I'm working remotely on my personal laptop and I just can't wrap my head around it. I've been working with Adobe Stock for years and thought I know well, but I guess not. I'm sorry that you weren't able to reproduce the issue, but also great that it might only be an issue for me. Technologies, right?

Anyways, I'm out of ideas. Thanks again for trying! 

[WendellaBee]

Are you using a VPN when the assets fail to download? Could you try downloading without VPN?

[Nicky K29956172o5ya]

No VPN, I would just logging to your website and go from there. I'll give it another try next time I'll have the opportunity to work from home. If I resolve the issue, I'll let you know!