Could not load libraries

[Natalie_Stevens]

I have not been able to load Adobe Stock libraries for a few months now. When I click on "My libraries" menu on the top right I receive the following message;

Something went wrong!  We couldn’t load your libraries. Try again by viewing all libraries.

When I click on "view all" I receive the following message;

Could not load libraries.

I have tried to login using

Safari Version 16.5 (18615.2.9.11.4)

Chrome Version 122.0.6261.94 (Official Build) (arm64)

I have tried whitelisting some sites for my browser as discussed in a previous discussion and I have tried clearing my cache.

I really need Libraries to assist with sourcing images for our various brands - help please!

[Bibilelo]

Hi @Natalie_Stevens ,

Do you have a "profile" choice displayed during the login phase (after entering the adobe ID and password) ?

The profile you choose at this step is the one used to store your libraries.

Could you please also confirm that when going to https://assets.adobe.com/libraries your libraries are displayed correctly? If this is not the case, then Adobe Stock is not the issue.

Thanks and regards

[Natalie_Stevens]

To be extra certain I am using the correct profile, I have just attempted to access my libraries from both accounts, niether worked. Refer to the attached screenshots.

[Bibilelo]

Hi @Natalie_Stevens ,

Thanks for your feedback. 

And what about accessing it from https://assets.adobe.com/libraries ?

Thanks and regards

[Natalie_Stevens]

Apologies for missing your comment regarding https://assets.adobe.com/libraries - confirming that I can access my libraries through this platform. Is there a reason why I can no longer access libraries through my Adobe Stock interface?

[Bibilelo]

Hi @Natalie_Stevens ,

You will then need to contact customer care at https://helpx.adobe.com/contact.html?rghtup=autoOpen (popup blockers must be disabled) and type AGENT in the chat field, it will redirect you to a human.

You can also contact the support by phone (https://helpx.adobe.com/contact/phone.html).

They'll be able to setup a session with you in order to gather the needed information from your computer (such as browser logs and other things) to help you debug the issue.

Thanks and regards