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Licenced Photos - unable to download, licenced vectors/psd - able to download.

New Here ,
Mar 28, 2019 Mar 28, 2019

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Hi,

I have issue with photos in my library ("old" and "new" one) - there is no way to download them or send to Photoshop.

Tested with: Vivaldi, Chrome and Firefox on W10 and Safari on OSX.

Now the funny part:

- I can download preview (non-licenced)

- the same foto (eg. 120767834) was unable to download when licenced (in Photoshop - icon with exclamation mark signalling an error)

- at the same time without any issue I can download vectors and psd templates (old one and new one from today)??

So there is an issue with adobe stock itself not browser/region issue (as in posts I've checked so far).

Kindest Regards

I hope somebody can help me with this issue.

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Adobe Employee ,
Mar 28, 2019 Mar 28, 2019

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Hi there,

We apologize for the inconvenience caused to you

As of now, we are not experiencing any issues while downloading an asset in Adobe Stock. I have tried downloading the same file(120767834) at my end and can confirm that the file opens fine without any error in Photoshop.

Could you please post a screenshot of the error you are getting?

Also, we would require some additional information, which would help us in troubleshooting the issue

  • What happens if you try to connect on a different network?
  • Are you behind a firewall?
  • What happens if you switch your browser to incognito or private mode?

Also, looping in EvilBugQueen1 for expert advice.

Regards,

Twarita

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New Here ,
Mar 28, 2019 Mar 28, 2019

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Hi Twarita,

answers for your questions:

  • there is no error msg during downloading via browser (also via incognito mode), only info that download process has began, only info - because nothing happening
  • same issue via local network (ping 23 ms, download 30.49 Mbps, upload 26.58 Mbps) or using internet via my phone (ping 18 ms, download 51.6 Mbps, upload 28.6 Mbps - just tested via Speedtest)
  • none of the networks use firewall (except one on W10)

It applies only for photos. I can download vectors, psd files and also 3D files so it shouldn't be issue with internet speed (psd files are much larger than jpg) or firewall because I can download files from Adobe Stock.

I've noticed this problem yesterday but I though that is some network issue. Today I forgot about that, because I've download few files (psd templates) until I've tried to use photo.

errors via Creative Cloud and Photoshop

adb-01.jpg

adb-02.jpg

adb-03.jpg

Regards,

Przemek

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Adobe Employee ,
Mar 28, 2019 Mar 28, 2019

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Hi there,

Instead of syncing it to the library, please download the images directly to your desktop or laptop from the Adobe Stock website.

Then use the drag and drop option to open it in Photoshop.

Let me know if you still face the same trouble.

Regards,

Twarita

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Adobe Employee ,
Mar 28, 2019 Mar 28, 2019

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Also, please confirm that your Adobe applications are up to date. There can be issues when the software hasn't been updated.

EBQ

EBQ

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New Here ,
Mar 28, 2019 Mar 28, 2019

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Hello,

@EvilBugQueen1
Instead of syncing it to the library, please download the images directly to your desktop or laptop from the Adobe Stock website.

Then use the drag and drop option to open it in Photoshop.

I cannot, because I'm unable to download jpg files from Adobe Stock Website, checked on:

- PC - Chrome, Firefox, Vivaldi also with Incognito mode

- Mac 1 - Safari

- Mac 2 - Safari, Firefox, Chrome (also tried with Incognito Mode)


At the same time I can download vectors, psd, 3d files from Adobe Stock Website.

I've attached screenshots only because @twaritar3263062 asked about error msgs.

It doesn't matter, if I have Photoshop up to date or no. Yes it is up to date (PC/Mac).

Msg from browsers - file has been downloaded etc.

In one case (so far) - file 171998874 - licence isn't valid any more - why? I'm sure about licensing it because it was not so long ago.

Bonus.

Licensed photos in description have info about resolution, in my case wrong one because info is about Preview File (I think).

When non-licensed have correct one.

scr-01.jpg

scr-02.jpg

Regards,

Przemek

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Adobe Employee ,
Mar 28, 2019 Mar 28, 2019

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Hi PZ,

If you get a message that an asset is not available it means that the asset was removed from the Adobe Stock site. This can occur for a number of reasons.

EBQ

EBQ

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New Here ,
Mar 28, 2019 Mar 28, 2019

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Hello,

thank you for your help,

what about "download issue"?

Regards,

Przemek

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Adobe Employee ,
Mar 29, 2019 Mar 29, 2019

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Hi P.Z.,

My colleague who works on the Stock/Creative Cloud integration provided me with the following information.

I was able to license and download same asset 120767834.

Can we ask Customer to search the same asset in CC Libraries Panel and click on Save and see it it resolves the download issue.

Customer can use the asset by drag drop from Libraries Panel as a workaround

Would also suggest to try some other network. We previously had an issue  where download of the asset fail due to customers network issue.

Let me know if you still aren't able to download.

EBQ

EBQ

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New Here ,
Mar 29, 2019 Mar 29, 2019

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Hi EBQ,

I'm using the same network for past year, no issue. I was able to buy and download few files last week, so this error is new - like few days old.

At the beginning I've checked if I can download files from my library instead directly form Adobe Stock.

I've explained that in my previous posts - what type of connection I'm using, on how many browsers I've checked it on.

There is no network issue! 100% - why? Because I can download ai, psd, etc. from Adobe Stock, except jpg files.

I can download previews of jpg when I have no licence on.

Regards

Przemek

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New Here ,
Mar 29, 2019 Mar 29, 2019

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Hi again EvilBugQueen1

can you pass this to you colleague?

When downloading JPEG file:

[Log] {"eventType":"click","eventLabel":"licenseAsset"} (satelliteLib-46e65db5bb0c375f8f64619be31cc9b29acf4867.js, line 16)

[Error] Failed to load resource: A server with the specified hostname could not be found. (5c46162e5e.jpg, line 0)

https://stock-apex-images-prod-ew1.s3-eu-west-1.amazonaws.com/5c46162e5e.jpg?response-content-dispos...

-----------------------------

When downloading VECTOR file:

[Log] {"eventType":"click","eventLabel":"licenseAsset"} (satelliteLib-46e65db5bb0c375f8f64619be31cc9b29acf4867.js, line 16)

[Error] Failed to load resource: Frame load interrupted (Bxx8F80wAwRvDooiYer0DFlOvFzv6vg7, line 0)

https://stock.adobe.com/pl/Download/DownloadFileDirectly/Bxx8F80wAwRvDooiYer0DFlOvFzv6vg7

second one also with error but I can download the file.

Regards

Francis

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Adobe Employee ,
Mar 29, 2019 Mar 29, 2019

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Hi P.Z.,

Thank you for the additional information. Is it only a particular file or all files of this type?

EBQ

EBQ

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New Here ,
Mar 29, 2019 Mar 29, 2019

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Hi EBQ,

I have problem only with licensed jpg's

unlicensed - I'm able to download preview as below:

[Log] {"eventType":"click","eventLabel":"previewAsset"} (satelliteLib-46e65db5bb0c375f8f64619be31cc9b29acf4867.js, line 16)

[Error] Failed to load resource: Frame load interrupted (1, line 0)

https://stock.adobe.com/pl/Download/Watermarked/72721177/1

AdobeStock_72721177_Preview.jpeg

Regards

Przemek

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Adobe Employee ,
Mar 29, 2019 Mar 29, 2019

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Hi P.Z.,

I've sent you a private message.

EBQ

EBQ

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New Here ,
Sep 27, 2019 Sep 27, 2019

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Hi,

I am having the same issue. I am wondering if you were able to solve this. If so could you please share it.

 

Thank you!

 

Diana

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Adobe Employee ,
Sep 27, 2019 Sep 27, 2019

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Hi D.,

Thank you for reaching out on the Adobe Stock forum. The previous user's ISP was preventing downloads. Can you provide more info about what you are experiencing?

  • Are you seeing any error messages? If so can you share the message you are seeing?
  • Does this happen with all assets or one particular asset?
  • Is this occuring within a Creative Cloud application or on the Adobe Stock website?
  • If a Creative Cloud application, is your software up to date? Please update it and try again.
  • If the issue is happening Adobe Stock website then with which browsers?
  • Have you tried downloading while connected to a different network?

 

EBQ

EBQ

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