Participant

Question

The account you signed in with does not have access to this file

Forum|Forum|4 years ago
April 21, 2022
7 replies
8638 views

I made some illustrator files several months ago and saved them to the cloud. Now I am trying to open them and it says "Can't open file. The account you signed in with doesn't have access to this file. Contact the owner for more info." I am the original creator and I have an adobe account using one email that has both a personal account and a school account (which I can't remember if I've ever used this). The files appear in-app under "Your files" but if I go to assets.adobe.com it says "You have no cloud documents." Since I made them I've gotten a new computer and my original subscription ended and I am currently on a 7 day trial on my personal account. Also I'm a student and my institution paid for the subscription originally. I don't remember if I made the files after being signed into a personal account or a school account. When I'm signed into my school account if I try to go to assets.adobe.com I get: "Error 401: Unauthorized. You are not authorized to access this site." I'm just trying to make small changes to these files and recreating them from scratch would take weeks. 😞

Clearly the ownership of the files has gotten mixed up somehow since I made the files but I don't know how to check who Adobe thinks is the owner.

Anubhav M

Community Manager

Hello everyone,

I'm sorry to hear about your experience. Our product team is currently investigating this issue. Would you mind trying the following steps and letting us know if they help:

Go to System Settings > General > Login Items > Enable CC Library.
Relaunch Illustrator

If it's already enabled, remove it from the items, re-enable and then quit and relaunch the Creative Cloud Desktop app and Illustrator to see if it helps.

If the problem persists, try enabling Full Disk Access for the Creative Cloud Desktop app from system preferences, restart your computer and relaunch to see if it helps.

If the steps above failed, try the following steps and let us know how it goes:

Close all Adobe applications
Remove the Creative Cloud Desktop app, Core Sync, CC Library and Illustrator using the Creative Cloud Cleaner Tool (https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html)
Reinstall the Creative Cloud Desktop application (https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html)
Reinstall and relaunch Illustrator

Looking forward to hearing from you.
Anubhav

frankvega

Participant

I just updated my Illustrator because a pop up said in my 2025 version it was outdated. I updated to 2026 version and now I can’t access none of my cloud files… This must be a cloud issue. I am the only person running my account. Running MAcOS

All my production files are in cloud. So for my business this really SUCKS!!!!!

This needs a proper solution. not ad-hoc patches.

What did you guys do????

frankvega

Participant

I found a temp workaround.

Open file in browser from Creative Cloud.
In browser choose to open file in Desktop App

L

liza_mor_art

Participant

This is not working for me and I have tried everything suggested.

R

Rubisa2220

Participant

I've been having that problem for three days now and I need to hand in some assignments; I use Windows 😣

A

Anshul_Nautiyal

Community Manager

Hi @Rubisa2220

Sorry to hear you’re facing this issue, especially with deadlines approaching.

Since you're on Windows, the Mac-specific fix shared earlier (Full Disk Access) will not apply. Based on the behavior described, this issue is most commonly related to a mismatch between the account/profile that owns the cloud documents and the one currently signed in.

Please try the following steps:

Sign out of all Adobe apps (Creative Cloud Desktop, Illustrator, and browser)
Sign back in and ensure you select the correct profile if prompted (Personal vs School/Work). As you have an active individual subscription, please select the Personal profile while logging in
Open Illustrator → Home → Your files and check if the files are accessible

Additionally, I recommend opening https://www.adobe.com/files/ in a browser and checking whether your files are visible there. If the files are visible but you are still unable to access them using the Adobe desktop apps, please follow the steps mentioned in this document:
https://helpx.adobe.com/download-install/apps/troubleshoot/licensing-activation-issues/user-license-information-creative-cloud-2022.html

Please try these steps and let us know if the issue persists.

Awaiting your response.

Regards,

^AN

R

Rubisa2220

Participant

Hi there, in my case I tried your methods but it turns out that Illustrator Beta was causing a conflict with Adobe Cloud Sync. What I did was uninstall both programmes and log out of the cloud, restart the computer, log back into my Adobe account on the cloud, and then just install the standard version of Illustrator. It works, but with some files – it opens some of them fine, but with others I still have that problem. The files are fine; they appear and can be downloaded. What I’d recommend if this happens is to work directly with the files you have on your computers, download them and save those files to a USB stick or some other portable storage device 🫤😖

Jiya2323

Participant

Hi guys, I know it’s been a while since this was posted, but I wanted to share how I fixed this. I recently updated my Mac and started having the same issue. Here’s the fix for Mac users:

Go to System Settings → Privacy & Security.
Select Full Disk Access.
Toggle the switch ON for Creative Cloud.

After doing this, my files opened perfectly as usual. Hope this helps!"

S

Sanaa shah

Participant

omg this fixed the issue. so annoyed w adobe rn

M

Maggie36055389n7il

Participant

Hi @Melanie241294228l2k -- I was having this problem too but found a workaround. If you can see your files in the Creative Cloud viewer, you can click the three ... menu in the top right to download them/save locally. Hope this helps!

A

ajahaleeb

Participant

Thanks so much! I got in

S

Süleyman Fahr22161031g6i1

Participating Frequently

I was having this problem too. If you do as shown in the pictures I added, your problem will be solved.

D

Daro M

Participant

hi, do you have the explanation in english? i dont understand the steps you made to correct the problem, many thanks

T

Test Screen Name

Legend

It seems likely that you saved it under your school account. You'd have to address with the school why you can't access the assets you made. The "you" with the school account and the "you" with the personal account are completely different, and get no rights over the other. (This isolation is built in and deliberate, because some people do have personal work that their employer must not see; and some employers have files that must not be accessed outside of work).

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