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ameena97
ameena97
Participating Frequently
November 16, 2020
Question

Can't open or download cloud document!

  • November 16, 2020
  • 3 replies
  • 527 views

I have a problem with one specefic document from the cloud, an error appears whenever i try to download it either from the creative cloud app or the website. and when i click on the document thumbnail it wont open up. I have created this cloud document 14 days ago and now i have no way of opening it

 

 

When clicking the download button from assets.adobe.com:

 

when clicking Share> Export as local copy in the creative cloud app

 

When trying to open the document from the app, this message appears in adobe illustrator 

 

 

 

And when i click on the thumbail straight from illustator, nothing happens

 

 

Like i said i dont have this problem with any of my other docements, which makes this more strange.. Also, i didnt have any problems when saving this praticular file to the cloud, illustrator didnt crash etc.. 

This topic has been closed for replies.

3 replies

A
Amy5F9B
Participating Frequently
January 13, 2021

I am having same issue, oly it is with about 80% of my files. They are all saved at AIC files in the cloud. Have been trying for a week with adobe chat support and have gotten nowhere. Adobe says this is a known issue and to keep checking back. One customer service rep said that I wont ever be able to access them again. Others say to keep waiting and checking. How do i talk to someone who can fix this?????

K
kilde
Participant
May 25, 2021

did your files ever end up getting fixed?

 

ameena97
ameena97Author
Participating Frequently
January 1, 2021

UPDATE: So i randomly tried to open the "corrubted document" and it opened! i dont see a reason why it decided to open after almost 2 months since them probem began. obviously i immedietly saved it localy to avoid future problems with the cloud.

David__B
Adobe Employee
David__B
Adobe Employee
November 16, 2020

Hi Ameena97,

A few questions to better understand:

  • Does the same issue occur if you upload the problem Illustrator file again with a different name?
  • Is the file very large?
  • Did you upload it using file sync, by saving as a cloud document from Illustrator, or within a browser?
  • Was the document created with the latest version of Illustator?

 

Please let me know when you get the chance,

- Dave

ameena97
ameena97Author
Participating Frequently
November 17, 2020

Hello david,

 

  • i can't upload it since i dont have on any hard drive, it onlu existes in cloud. But i did try to duplicate it and rename it but the problem still presists 
  • its 2.7 mb
  • saving as a cloud document from illustrator
  • yes

 

Thank you 

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