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Videosoft
Participating Frequently
December 7, 2021
Question

File is missing on Creative Cloud website but available on XD home screen (except I can't open it)

  • December 7, 2021
  • 1 reply
  • 413 views

I was working Friday on a couple of files in the cloud. Comes Monday, I can see my file(s) on the XD home screen, but when I try to open or download them, it doesn't work. And if I go to assets.adobe.com/cloud-documents the files don't show up, I can see the folder I saved them on but when I open it, it's empty. It also happens to any new document I try saving on the cloud and opening later on (error 47).

 

Yes, my XD and CC are updated. Yes, I tried uninstalling and installing them both again. Yes, my internet connection is fine. I did try to duplicate/rename the files on the CC Desktop, tried opening/downloading them on the CC Desktop, none of those worked. The one thing I couldn't try was opening them on a different machine, cause I only have the one. I spend the entire day yesterday (Monday) trying to fix it.

 

Any idea what I could possibly do to get those files to open so I can save them locally? 

 

(windows 10, intel(r) core(tm) i7-3612qm cpu @ 2.10ghz, 8gb ram, 64bits)

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    1 reply

    Videosoft
    VideosoftAuthor
    Participating Frequently
    December 8, 2021

    Now the files are just gone. They don't show up anywhere anymore. Thanks @adobe for all the hours of work I lost because your cloud crashed. 

    HARSHIKA_VERMA
    Community Manager
    Community Manager
    January 3, 2022

    Hi Videosoft,

     

    We apologize for the delay in response. We would like to know if you are able to recover your files. If not, please get intouch with us directly using our contact us page and initiate a chat with us so that we can help you immediately.

     

    Thanks,

    Harshika