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BaysideArtist
Participant
Oct 30, 2026 3:13 PM UTC
Open for Voting

Improve Adobe Creative Cloud: files do not recognize author and thinks I am not authorized to access my own files

Currently, creative cloud often fails to identify the author and deny access to my own files made on the same computer. Sometimes, it also takes a while to load too. This happens most if I try to open a file from an app like Illustrator without having creative cloud open also, but it can happen in any scenario. Adobe support tried upgrading me to a business plan like that would help, but I actually lost all of my cloud files (which were in project folders) during this transaction. Thankfully I had copies of most of those files stored elsewhere. They did not offer much help and actually made the situation worse. I am back to the personal plan now, but in its current state, Adobe Creative Cloud is not a functional file sharing and storage service for individuals or teams. Please improve load time and reliability of authentication and access. (It was also annoying that I could not download files in the project folders.)

    1 reply

    Jeff_A_Wright
    Community Manager
    Jeff_A_WrightCommunity Manager
    Community Manager
    Oct 30, 2026 3:27 PM UTC

    Thank you for posting, ​@BaysideArtist.

     

    I’m sorry you’ve had to deal with both access issues and the loss of cloud files during the plan change. I can understand why that would be frustrating, especially when you’re trying to access files you created yourself.

     

    I’m not seeing an active plan or any recent support cases under the account associated with your Community profile. You mentioned that you’re back on a personal plan now. Do you have another Adobe account or email address that the current personal plan might be associated with? Please don’t post the email address publicly.

     

    For additional information about working with cloud documents, these Adobe resources may also be helpful:

    Cloud documents overview:

    https://helpx.adobe.com/creative-cloud/apps/work-with-cloud-documents/manage-cloud-storage/cloud-documents-overview.html

     

    Troubleshoot cloud document access on multiple devices:

    https://helpx.adobe.com/creative-cloud/apps/troubleshoot/library-and-file-management-issues/access-cloud-documents.html

     

    Cloud documents FAQ:

    https://helpx.adobe.com/creative-cloud/apps/work-with-cloud-documents/manage-cloud-storage/cloud-document-faqs.html

     

    Once we clarify which account has the active plan, we’ll have a better starting point for understanding the access issue.

     

    I look forward to your update, ​@BaysideArtist.

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