Re: Unable to download video: "Replace asset"

Abhi.G @ ADBE · ‎Jun 10, 2025

Good to hear. There are improvements planned to make identifying problematic assets easier; the team is aware how frustrating that can be. (I had to use internal tools to map the asset id mentioned in the error logs associated with your account to a visual) Again, sorry for the incovenience. Abhi G

Abhi.G @ ADBE · ‎Jun 10, 2025

Hi @Fictional_Fantasies Sorry to hear you are running into this issue. Based on your logs, the problematic content may be an asset/icon that had to be removed from the Adobe Stock collection. It looks something like this (a play button?) Hope this helps you identify and replace/delete it. Abhi G

Abhi.G @ ADBE · ‎Jun 09, 2025

Hi @dakotaandrei @Edward_Trout3955 We've deployed a fix for this. Could you ty again and let us know if you continue to see the issue? Thanks Abhi G

Abhi.G @ ADBE · ‎Jun 09, 2025

Hi @carrie_0215 @Edward_Trout3955, We've deployed a fix for this. Could you ty again and let us know if you continue to see the issue? Thanks Abhi G

Abhi.G @ ADBE · ‎Jun 06, 2025

Thanks for confirming. I will post here as soon as the fix is deployed. Abhi G

Abhi.G @ ADBE · ‎Jun 05, 2025

Hi @dakotaandrei @Edward_Trout3955 Thanks for reporting; we are investigating and hoping to deploy fix soon. Abhi G

Abhi.G @ ADBE · ‎Jun 05, 2025

Hi @carrie_0215 @Edward_Trout3955 Sorry to hear you are running into this issue. Could you confirm if, for the assets that end up with low resolution, you are adding them from a Library or a Brand? @carrie_0215 mentioned "building a library of assets" but also "I uploaded the file to Express". I am asking because we are aware of a bug related to assets added from libraries/brands, but it does not apply to adding from a local device. Thanks Abhi G

Abhi.G @ ADBE · ‎Jun 02, 2025

Hi @franky_5409 Did you click the "Replace" button? Clicking it should select the asset that's causing the issue. Please let us know if that is not happening for you. Abhi G

Abhi.G @ ADBE · ‎Jun 02, 2025

Hi @ITBC_MagicInAction Sorry to hear you are running into this issue. I can replicate, and will have the team investigate ASAP. In the meantime, this worked for me: after generating the image, reload the browser tab, then download. Let me know if that doesn't work. Thanks Abhi G

Abhi.G @ ADBE · ‎May 28, 2025

Hi @Hanna_Senna6208 I checked your logs and it is complaining about a video whose original file name was something like pr*** - vô*** 8.mp4; hope this helps identify (and the replace/delete) the asset. Abhi G

Abhi.G @ ADBE · ‎May 27, 2025

Hi @Hanna_Senna6208 Did you click the Update button? It should select the asset you will need to replace/delete? Let me know if you are still stuck. Thanks, Abhi G

Abhi.G @ ADBE · ‎May 25, 2025

Hi @Charley_MH8376 Could you check this article? https://helpx.adobe.com/express/web/troubleshoot/file-conversion-issues/locate-prior-files.html Thanks Abhi G

Abhi.G @ ADBE · ‎May 25, 2025

Hi @default37448178c61vqk Sorry to hear you are running into this issue; it's not something I have seen reported earlier. Is there a chance there is a red dotted line below the text object when you select it? Either way, could you share a screen-recording of what you are observing? Thanks Abhi G

Abhi.G @ ADBE · ‎May 24, 2025

Hi @TllGrrl I see from your other posts that you are missing Nudge functionality on iPad. Are there any other features that you believe the new version took away? This will help the community provide more concrete help (for example, if the functionality has simply moved to a different UI location rather than completely taken away) as well as escalate specific gaps/oversights to the product team. (This is separate from your general concerns about the overall product direction) Thanks Abhi G

Abhi.G @ ADBE · ‎May 21, 2025

Hi @Saul22601443frm9 Thanks for your post; I understand your frustration about this issue not having been fixed despite reports going back over a year. I was wondering if your ultimate concern is about the pixel size (hence, quality) of the downloaded image. In that case, could the following workaround help: download as PDF, then convert it to an image using something like https://acrobat.adobe.com/link/acrobat/pdf-to-image (I am suggesting this because I've been told that the information about the export size/resolution of the file from the previous version is retained during conversion, and PDF export does use that information) Thanks Abhi G

Abhi.G @ ADBE · ‎May 19, 2025

Hi @Ben36728947eycc Sorry to hear that you do not like the new version of Adobe Express. However, specifically on the the topic of "earn off our art", "scrape and duplicate our art", Adobe's stance is very clear and transparent: We do not analyze your content to train generative AI models, unless you choose to submit content to the Adobe Stock marketplace. Our Adobe Firefly generative AI models were trained on licensed content, like Adobe Stock, and public domain content where copyright has expired.  You can find more details here: https://helpx.adobe.com/manage-account/using/machine-learning-faq.html#:~:text=We%20do%20not%20analyze%20your%20content%20to,public%20domain%20content%20where%20copyright%20has%20expired Hope this helps, Abhi G

Abhi.G @ ADBE · ‎May 19, 2025

For what it's worth, I don't see it on this list: https://helpx.adobe.com/express/web/get-set-up/learn-the-basics/supported-devices-mobile.html Abhi G

Abhi.G @ ADBE · ‎May 19, 2025

Ok, could you share the URL of your Express file (from the brower's address bar) via a direct message to me? For this, naviate to https://community.adobe.com/t5/user/viewprofilepage/user-id/11927426 and click the "Message" button. Thanks, Abhi G

Abhi.G @ ADBE · ‎May 19, 2025

Hi @Leah31623946xjsr Sorry to hear you are running into this issue. The first thing to check is if you yourself are seeing the image in another browser, or an incognito/private window of your current browser. This is to confirm that the graphic fully uploaded. Thanks, Abhi G

Abhi.G @ ADBE · ‎May 15, 2025

Hi @daniel_0787 You can find more details here and on other similar FAQs, but Adobe does not analyze user content to train generative AI models, unless explicitly contributed (e.g. to the Adobe Stock marketplace) https://helpx.adobe.com/manage-account/using/machine-learning-faq.html#:~:text=We%20do%20not%20analyze%20your%20content%20to,public%20domain%20content%20where%20copyright%20has%20expired. You can choose to not use any Gen AI feature to produce your images. Hope this helps, Abhi G

Abhi.G @ ADBE · ‎May 15, 2025

Also, did something about your network change? Could you try a Stock video from the Media > Videos panel and check if that one plays correctly for you. Thanks Abhi G

Abhi.G @ ADBE · ‎May 15, 2025

Hi @Angelika5E9F Thanks for sending the link. Strangely, the video play perfectly on our end (we tried several browsers and operating systems). Could you try a different browser perhaps, or an incognito/private tab of your preferred browser? Thanks Abhi G

Abhi.G @ ADBE · ‎May 14, 2025

Hi @Tony Di Mac Sorry to hear you ran into the crash; but if you were connected to the internet, it would've been syncing to our servers. In that case, it will be migrated to the new version as well. I see from your previous posts as well that you are not happy with the new version, but unfortunately, the previous version is available anymore (you would've been asked to update the app the next time you launched it, even if the crash hadn't happened). I hope that you give the new version some more time, even if you don't care for the AI functionality: there's a lot more there. The interface may feel new and overwhelming, but we are here to help. Thanks, Abhi G

Abhi.G @ ADBE · ‎May 13, 2025

Hi @graceful_Delight9162 Sorry to hear that; do you mind posting a screenshot of the error (the UUID number can help us investigate). Thanks Abhi G

Abhi.G @ ADBE · ‎May 13, 2025

Hi @Lori_Wendling7790 You can find Nudge under Transform. Let me know if you can't find it. Abhi G

Abhi.G @ ADBE · ‎May 13, 2025

Hi @Cherrie_Henkle7213 Could you try again now; this should be fixed. Apologies for the brief outage. Thanks Abhi G

Abhi.G @ ADBE · ‎May 13, 2025

Hi @sonja_9461 Could you try again now? We've attempted to resolve your account status on the backend. Abhi G

Abhi.G @ ADBE · ‎May 13, 2025

@Shon_Limaye5956 a screen recording would help too since the issue may be specific to the the content or style you pick. Thanks Abhi G

Abhi.G @ ADBE · ‎May 13, 2025

Hi Anna, Sorry to hear about these issues. Please send me a direct message so we can set up file sharing (we'll need your Express file to investigate further). Thanks Abhi G

Abhi.G @ ADBE · ‎May 13, 2025

Thanks for your patience @sonja_9461 We are investigating. Abhi G

Abhi.G @ ADBE

Abhi.G @ ADBE

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