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Lindsey.Sawade@neudesic.com
Participant
May 22, 2020 4:24 PM UTC
Question

Unable to open Cloud documents, getting error" Sorry, we can't open this document"

I haven't been able to open any of my XD files on my Cloud since Wednesday. The error message says " Sorry, we can't open this document" 

 

Please help!

 

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3 replies

Rishabh_Tiwari
Rishabh_Tiwari
Legend
May 22, 2020 4:33 PM UTC

Hi there,

 

Sorry to hear about the trouble, we'll try our best to help you with this. Could you please share a few more details like:

 

  1. A screenshot of the About XD info page under the Help menu if you have Windows and if you have macOS it would be under the XD menu.
  2. Please sign out of XD and the Adobe CC Desktop app and close the CoreSync Process and all the Adobe related processes from the Task Manager or Activity monitor and then check again if you are able to access the documents.

 

Regards

Rishabh

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Lindsey.Sawade@neudesic.comAuthor
Participant
May 22, 2020 5:38 PM UTC

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Rishabh_Tiwari
Rishabh_Tiwari
Legend
May 25, 2020 6:50 PM UTC

Thanks for sharing the screenshot, Lindsey. Could you please share the screenshot of the About XD info page under the help menu, and also please confirm if you tried the above-mentioned steps?

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