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Unable to download image

New Here ,
Sep 06, 2017 Sep 06, 2017

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I've licensed an image but it won't allow me to download it.

I've since used another image and don't need it anymore.

How do I get the image re-credited to my account as I was unable to use it?

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correct answers 1 Correct answer

Adobe Employee , Sep 13, 2017 Sep 13, 2017

Hi R.T.,

There was a bug on the Adobe Stock website where users who had used the "Open In" feature were not able to download or save an licensed file to a library. The issue has been fixed as of yesterday. The fix exposed another bug where "Open In" feature stopped working for some users and a fix for _that_ issue is planned for next week.

Please let us know if you have questions or encounter any other issues.

EBQ

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Adobe Employee ,
Sep 06, 2017 Sep 06, 2017

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Hi Robbie,

Could you please help me with the image number which you are unable to download so that I can further help you with the issue?

Regards,

Twarita

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New Here ,
Sep 07, 2017 Sep 07, 2017

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Hi Twarita,

Thanks its #47515118

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Adobe Employee ,
Sep 07, 2017 Sep 07, 2017

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Hi Robbie,

I have tried downloading it on my end and it has been downloaded successfully. Could you please try to download it using a different  browser.Please see the screenshots below:

Go to license history

Click on the Image ID and save it to your computer.

  

   If you still face troubles, please share some screenshots so that we can help further.

   Regards,

   Twarita

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New Here ,
Sep 07, 2017 Sep 07, 2017

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Hi Twarita,

Thanks for this but as I say I've since used an image because that one didn't work. I don't want to go to the hassle of using another browser to download the image again that I no longer need.

Can I just have that credit re-added to my account please?

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Adobe Employee ,
Sep 07, 2017 Sep 07, 2017

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Please Contact Customer Care  for further assistance.

Regards,

Twarita

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Adobe Employee ,
Sep 13, 2017 Sep 13, 2017

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Hi R.T.,

There was a bug on the Adobe Stock website where users who had used the "Open In" feature were not able to download or save an licensed file to a library. The issue has been fixed as of yesterday. The fix exposed another bug where "Open In" feature stopped working for some users and a fix for _that_ issue is planned for next week.

Please let us know if you have questions or encounter any other issues.

EBQ

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