Variation in downloaded image from preview thumb nail.

Community Beginner ,
Oct 22, 2017 Oct 22, 2017

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I have downloaded a vector image that is different than the preview thumb nail image. The image is basically the same however one of the main components is missing. I have checked all the layers however a layer does not exist for the missing component. Short of physically redrawing the image is there any way of getting the image I purchased?

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Adobe Employee , Oct 31, 2017 Oct 31, 2017
Hi Nic,I have already added the credit for the circled headphones image in your account which you can use for a different image.Also, the contact support link has been provided by Twarita in her reply above.Let me know if you need any additional help.Regards,Sheena

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Adobe Employee ,
Oct 23, 2017 Oct 23, 2017

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Hi Nic,

I apologize for the trouble.

Please let us know the file ID of the image so that we can check the same at our end and help you better.

Regards,

Sheena

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Community Beginner ,
Oct 23, 2017 Oct 23, 2017

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Hi Sheena,

The image I downloaded was of a spaceman with a rocket standing on a planet. In the thumb nail the spaceman is wearing what appear to be headphones or ear covers. However, in the image that I downloaded he only has one of the headphones. As I was using a close-up crop of the spaceman it looked kinda odd. As I needed to use it yesterday I have since had to redraw the component, I just found it strange that the download was incomplete. Image number 63334246

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Adobe Employee ,
Oct 24, 2017 Oct 24, 2017

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Hi Nic,

I tried to check the image at my end and I am able to see the difference that you are pointing.

I have already reported the image to the team and they will be working on getting it fixed.

Until then, I have granted 1 credit into your account so that you can use it against different images.

Let me know if that helps!

Regards,

Sheena

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Community Beginner ,
Oct 24, 2017 Oct 24, 2017

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Thanks Sheena, thats great.

Ive not come across this problem before in the hundreds of vectors I’ve downloaded in the past.

As I mentioned, I have recreated the missing component as I needed to finish some artwork, but thanks so much for the credit… appreciate it.

Cheers… Nic :o)

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Community Beginner ,
Oct 25, 2017 Oct 25, 2017

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Hi Sheena,

Thanks for your feedback and action with the previous question.

While I have you, I have some questions regarding my plan. Can you please direct me to a contact or link where I can ask some questions about the plan?

Cheers… Nic

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Adobe Employee ,
Oct 26, 2017 Oct 26, 2017

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Hi Nic,

You may contact our support team Support FAQ: How can I contact Adobe for support? for further assistance/queries related to your plan.

In case you are unable to reach support through the above-mentioned link, please see Contact Support FAQ: Unable to reach support through the "Contact US" link

Let us know if have any additional questions.

Regards,

Twarita

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Community Beginner ,
Oct 29, 2017 Oct 29, 2017

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Hi Sheena, As I mentioned the circled headphone is missing from the purchased image.

Cheers.. Nic :o)

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Adobe Employee ,
Oct 31, 2017 Oct 31, 2017

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Hi Nic,

I have already added the credit for the circled headphones image in your account which you can use for a different image.

Also, the contact support link has been provided by Twarita in her reply above.

Let me know if you need any additional help.

Regards,

Sheena

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Community Beginner ,
Jun 08, 2022 Jun 08, 2022

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Hi, 

I am having a similar problem with image: 271755074. When downloaded and opened in AI or converted to png, some colors are missing. 

Please advise.

Thanks,

Mark

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Adobe Employee ,
Jun 08, 2022 Jun 08, 2022

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Hello, I've verified the issue and granted you a replacement credit. I'll send the asset to the content team for review. Thank you for the report and sorry for the problem with the asset.

missing layer or layer order.PNG

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Community Beginner ,
Jun 08, 2022 Jun 08, 2022

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Thank you for your prompt reply.  Will the credit for the asset appear in my Adobe Stock account (REMOVED BY MODERATOR)?

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Adobe Employee ,
Jun 08, 2022 Jun 08, 2022

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Glad to help. Yes, the credit was added to the Adobe Stock account you specified.

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