Photoshop.com: Missing library page

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  • Updated 6 years ago
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  • (Edited)
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I cannot view my library any more...please explain! I am using my computer that is NOT an apple!!!

I am growing VERY unhappy!
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Roxanne M Holland

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Posted 6 years ago

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Roxanne M Holland

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I cannot get to my photos in my library! I am really growing angry!
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Roxanne, what product are you referring to?

Are you referring to Photoshop.com's Express Organizer?
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Roxanne M Holland

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I am so frustrated...I am logged into my Photoshop.com account where I had a huge library of photos...now when I try to go to my library to get my photos, it asks me to log in AGAIN! And then a done appears and the blank black screen! Clearly they changed a process and did not bother to tell me! I canny get to all my photos...and I am really getting angry...when I just tried to respond to you, it asked me to log in AGAIN...and when I did...my message in this reply box was DELETED...clearly a flaw...I need help. Or I am going to demand my money back from photoshop.com and for my lost photos...AURGH???
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Charlie D, Official Rep

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Hi Roxanne

Sorry for the difficulty. Let me suggest some troubleshooting steps to resolve it. Before I do, hopefully I can ease your concern about your photos. As an employee, I have access to your email address you use to sign into these community help pages. Taking a chance it might be the same address used for your photoshop.com, I used it in an account health check tool which shows a healthy account with almost 15GB of images uploaded. After that kind of investment in time and effort spent uploading, I can understand your concern. However, the problem seems to be about your access to the photos you uploaded, and not that the photos are lost.

First, are you sure you have the Flash plugin installed? If you're not sure, just go ahead and run the installer here: http://get.adobe.com/flashplayer/

I'd like to ask you to try clearing your browser cache. Over time, we update components of the web site, functional things that are cached by your browser, pages and site components which can be mismatched and troublesome over time. In this case, the best thing to do is wipe them out of your cache so they will be reloaded. This is true of web sites in general. I clear my own browser cache every couple months, if not more often.

I'd actually like to ask you to clear two different kinds of caches: browser cache, and also Flash plugin cache.

When clearing your browser cache, you only need to clean temporary internet files, not history, cookies, or form data. If you're not sure how to clear your browser cache, search google, or write back here and I can tell you how.

The online Organizer at photoshop.com relies on the Flash plugin, and this has it's own cache. I'm not aware of a problem related to Flash Cache and login, but it doesn't hurt to clear this cache too. Clear out your flash cache by going here: http://www.macromedia.com/support/doc...

You can use the "Delete all sites" button, or manually pick out static.photoshop.com and delete just that.

If clearing cache doesn't help, another thing I'd like to ask is that you try another web browser? This can tell us a lot. If you are using Internet Explorer or Safari, try Firefox or Google Chrome. If another browser works better, this may help us narrow our troubleshooting advice to your current, preferred web browser.

Please let us know if this advice does or doesn't help, so we know next steps to take. We're eager to help you!

Charlie
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Roxanne M Holland

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Will give it a try this weekend! More to come!

Thanks,

Rox
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Roxanne M Holland

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Hi

Did all the suggestions...still the same...seems I can get to My library vis customize my gallery, but I cannot share the file it shows only FB Twitter and google. in the past i could type in an email address...and share it with family and friends...if i click on the My library at the top menu, I have to log in AGAIN and then the black blank screen, with done at the bottom. The last time i used the photo shop was maybe three weeks ago with NO PROBLEMS on the SAME computer...so something between then and now has changed...

thanks,

Rox
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Charlie D, Official Rep

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There are two ways to change your album sharing permissions and attempt sharing. One is the way you tried, via My Gallery. The other is using My Library, which allows you to email links to your albums. Can you try loading My Library directly and signing in -- http://www.photoshop.com/tools/organizer

Can you try another web browser app? What browser are you using now?
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Roxanne M Holland

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Hi,

clearly something has changed at Photoshop.

Again, up to Mid january my Library was accessable.
Now I have to log into EVERY section I want to review, and when I go to the top menu choices: "me" pull down menu for My Library, I have to yet again log in, then the page has the blue dots running (uploading?), then the screen turns black and nothing happens.

I am using the SAME browser and computer as previous years of my account > Photoshop.com use. Internet Explorer. I am really REALLY getting frustrated. Roxanne Holland

again, I am already logged into my Photoshop.com account and for me to SEND THIS REPLY, it is asking me to sign in again...WHAT is the DEAL ??????
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Roxanne M Holland

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Charlie D, Official Rep

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Hi Roxanne

It sounds like something about your user session has expired, but I.E. isn't getting the message, which is why I want to clear the cache. When you cleared the browser cache, were you still on the photoshop.com site? If you were still on photoshop.com while trying to clear cache, some files may have remained in your cache. Try quitting and restarting I.E., and go to an unrelated page like Google.com, and then press CTRL+SHIFT+DEL. Clearing Temporary Internet Files should be all that's required here, but if other ideas below don't help, you might also try clearing Preserve Favorite Websites, and Passwords.

The next time you browse to photoshop.com, are you automatically signed in? If so, sign out. Then click sign in again.

If the problem persists, can you tell me if another browser on the same machine can load the site? I asked before but it's not clear if you tried this.
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Vicki Taylor

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This is the same problem I have been having! Changing the web browser doesn't help. Internet Explorer doesn't let me log in AT ALL anymore. The Opera web browser allows me to log in BUT does not allow me to access my Library anymore. Very frustrating. It appears to start to access the Library, but then stalls as it tries to get past the static.photoshop.com pop up screen, where it freezes. I used to be able to click that pop up and it would go away, allowing me to access my Library, but not anymore. And yes, of course 1) I have already cleared the cache and the browsing history (I do that regularly) and 2) I have also added photoshop.com to my safe sites,and reduced the level of security (which I don't like to do!), but still NOTHING WORKS. And no, the limited album editing still available on photoshop.com is NOT enough for me, either. I need to re-arrange and delete photos and albums, select and edit cover photographs, and share photos and albums, as I used to be able to do. PLEASE FIX THE PROBLEM. Thank you.
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Vicki Taylor

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Vicki Taylor

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That's the problematic screen shot (above) which references what may be Flash Player settings and static.photoshop.com settings. How do we fix this problem?
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Charlie D, Official Rep

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Hi Vicki

Are you saying you Agree to allow more local storage, and that doesn't clear the Flash Player Settings dialog box? I see you have over 10,000 images. Flash player is used to run the online Organizer you're using, and it needs storage space to index your images. With so many images, I urge you to allow the 1MB of space requested.

If after doing this, you still experience hiccups, please follow the advice I gave Roxanne above. Sign out of photoshop.com, and then use this tool to find and delete static.photoshop.com from your Flash cache. Here is the tool to load allowing you to do this: http://www.macromedia.com/support/doc...

Then sign back into photoshop.com, and accept the 1MB requested for your large account. What Flash caches for static.photoshop.com is essentially a table of contents for your very large account. You won't have a proper experience without enabling this.
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Roxanne M Holland

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Hi, I have done all the things you have suggested...Sorry but there is a real problem. AGAIN, i had to log into every photoshop webpage before viewing and the LIBRARY still does not open.

The blue "thinking dots" swirl and then I get a BLACK screen with DONE typed in the bottom left side of the screen. Now I cannot get the newly downloaded file AMCHAM 2012 to share with my friends via email.

Please advise asap. I am SOOOOOO UPSET.
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Roxanne M Holland

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GN in AGAIN just to send this comment! AURGH!!!!!!!!!!!!!
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Roxanne M Holland

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had to log in again....
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Charlie D, Official Rep

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Hi Roxanne

I really feel bad that this has been a problem for so long. The frustrating part for me is that I cannot reproduce the problem. The site loads fine for me, without all the passwords hiccups.

You mentioned you have Internet Explorer. What version? You can find out in the browser menu Help > About Internet Explorer. When you tried clearing the browser cache, where you still on the photoshop.com page? This might have locked into place the same files you were trying to clear out. Please go to an unrelated page when you clear out the cache.

There are Internet Explorer settings which might be causing this experience. Here are some things to check:
* in Internet Options, under the Security tab, click the button that says "Reset all zones to default level," and then click Apply.
* While still in Internet Options, go to the tab called Privacy. Select a preference anywhere from Medium to High. Also in this tab, try disabling pop-up blocking if that's current On.
* another thing to try is turning on Compatibility View, which is found under the Tools menu ...although for me, photoshop.com works fine regardless of the setting used.

Is it possible for you to try this on another browser like Firefox or Google Chrome? Please try and share your results.

Would you happen to know what kind of antivirus program your machine is running? Does it have some kind of site blocking or filtering built in that you know of?
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Vicki Taylor

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Hi Charlie D,

I have similar issues as Roxeanne in being unable to access my Photoshop.com. I have tried the solutions you suggested re Clearing the Web Browsers' Cache, Adjusting Security Levels, and trying to get it to accept the 1 to 10MB cache at www.static.photoshop.com, but it freezes, is unresponsive, doesn't let me in and/or bumps me out of the Library. I have tried two Web Browsers, Internet Explorer and Opera, and both have problematic issues with www.photoshop.com starting about a month or two ago.
Occasionally, after I have repeatedly tried to get in to the Library, it finally lets me in, but without explanation. It has been VERY unreliable for the past two months or so.
Did Adobe "upgrade" or change the www.photoshop.com website? Did Adobe Flash upgrades stop working with photoshop.com? What changed?
We like www.photoshop.com. We DO need it to be reliable again!
Vicki T.
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Roxanne M Holland

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HI, just tried my library via google crome...same thing...the blue dots flash and then a black screen. Please i am so frustrated. I downloaded photos thinking that that would trigger the page to recognize my library...and now i cannot get to the NEW photos!!!! AUGH!!!
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Roxanne M Holland

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Strange thing...I went on my iPad. PS express ....was able to share the photos. Couldn't edit....but could see the photo files...so not sure what dynamic made it work.
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Charlie D, Official Rep

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Hi Roxanne and Vicki

I forwarded info about this issue to the product team, and hope to reply back with more info soon about a fix.

Thanks for bearing with this (hopefully not much longer).
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Charlie D, Official Rep

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Hi Roxanne

Just checking in. Have things improved for you?
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Roxanne M Holland

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1000% percent improvement! The service has returned to normal. I can access everything easily and add photos perfectly!

Thanks a million!

(I had sent an email a while ago when things improved!)

;-)

Have a super week!

Kindest regards,

Rox

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