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RichardSudburyCreative
RichardSudburyCreative
Participating Frequently
November 21, 2021
Answered

'Something went wrong' No access to Cloud Documents from Adobe Illustrator and Photoshop

  • November 21, 2021
  • 2 replies
  • 1228 views

When trying to access files 'Your Files' on the Cloud Documents screen of both Illustrator and Photoshop on my MacBook Pro 14" M1Pro running MacOs12.0.1, I get the 'Something Went Wrong' screen and none of my cloud are accessible (I can see them on my iPad Pro). 

 

All Creative Clouds are up to date as is the MacOS.

 

Any ideas on how to fix this.

Thanks

This topic has been closed for replies.
Correct answer Jeffrey_A_Wright

Rich, what process did you use to move your files to the new MacBook Pro?

 

If you used the Migration Assistant, please download and run the CC Cleaner Tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to remove the Adobe apps and components that were copied to the new computer.  Once the applications are entirely removed, you can follow the steps listed in https://helpx.adobe.com/creative-cloud/help/download-install-app.html to install any Adobe applications you wish to use on the new MacBook Pro.  The available Universal Adobe apps and components will be installed automatically as part of this process.

2 replies

David__B
Adobe Employee
David__B
Adobe Employee
November 29, 2021

Hi Richard,

 

I'd check whether the Cloud Documents are loading successfully here: https://assets.adobe.com/cloud-documents

 

Provided that they load correctly there I would try uninstalling and reinstalling PS & AI next. It is possible the current installations were damaged when upgrading to Monterey. If that doesn't fix it I'd try contacting and working with support directly. https://helpx.adobe.com/contact.html

 

This may also be helpful:
https://helpx.adobe.com/download-install/kb/macos12-monterey-known-issues.html


Best,

Dave

RichardSudburyCreative
RichardSudburyCreativeAuthor
Participating Frequently
November 29, 2021

Great, thanks Dave - yup all the files load there and on other devices. I'm going to try the CC Cleaner, as suggest by Jeff, which will do the same uninstall and reinstall.

 

Thanks for you help.

Rich

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    November 22, 2021

    What to do when the Creative Cloud Libraries panel doesn't load (adobe.com)

      RichardSudburyCreative
      RichardSudburyCreativeAuthor
      Participating Frequently
      November 29, 2021

      Thanks @kglad  - but I tried all those before posting the question here...running OS12.0.1 Monterey on the new M1 Pro Macbook Pro 14".

       

      Any other thoughts?

      Thanks again

      Rich

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity ManagerCorrect answer
      Community Manager
      November 29, 2021

      Rich, what process did you use to move your files to the new MacBook Pro?

       

      If you used the Migration Assistant, please download and run the CC Cleaner Tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to remove the Adobe apps and components that were copied to the new computer.  Once the applications are entirely removed, you can follow the steps listed in https://helpx.adobe.com/creative-cloud/help/download-install-app.html to install any Adobe applications you wish to use on the new MacBook Pro.  The available Universal Adobe apps and components will be installed automatically as part of this process.

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