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AdamKipple
AdamKipple
Participant
December 6, 2022
解決済み

User account removed, shared files downloaded, but I am unable to Upload assets to my storage

  • December 6, 2022
  • 返信数 5.
  • 3151 ビュー

An employee left us a few days ago. In the Admin Console I removed the user & selected the option to transfer their content (Project files). I was able to download all of them which were sent in an email as several zip files (https://helpx.adobe.com/enterprise/using/asset-reclamation.html). However I am having issues with doing anything with these files. When I unzip the files they are all .PSDC and .AIC files. Photoshop and Illustrator does not recognize and will not open these files. The error message is: "Could not open “file-name.psdc” because cloud documents that have been exported as local files cannot be opened."

 

I then found the article that said I needed to "Upload assets to your storage account" (https://helpx.adobe.com/enterprise/using/upload-reclaimed-assets.html). While reading through this I was trying to figure out where the .PSDC and .AIC files are supposed to be uploaded. I read this part:

"Upload assets, such as .aic,.psdc,.xdc files in the cloud-content folder only to the Files > Your Files folder in the Creative Cloud desktop app. Do not upload the files to Files > Your libraries in the Creative Cloud desktop app." However when i am in the CC desktop app, under Files > Your Files it will not accept these file types either. The error message here is: "Filetype(s) not supported. Upload a PSD, AI or XD file to try again."

 

I have also tried uploading them on the Creative Cloud website under Your Files > Synced Files but I get the error message: "Uploading PSDC file via the web isn’t supported."

 

I then tried using the support chat. I was transferred 2 times, spent 2 hours in chat, and the support associate kept misunerstanding the situation and talking in circles. When I asked him to escalate the issue to another person he said he would check, then closed the chat.

 

So long story short, can someone please assist me with being able to access these files?

 

Screenshots are attached for the various errors.

このトピックへの返信は締め切られました。
解決に役立った回答 SuJoshi

@AdamKipple You can make a copy of the PSDC file, rename it to .PSD and try uploading it to the application or on the desktop app.

You can test the same thing for the AIC file by renaming it to .AI format  and that should resolve your issue.

返信数 5

Beto Mart
Beto Mart
Participating Frequently
September 4, 2023

@AdamKipple Were you ablel to solve this? I'm having the exact issue. Downloaded reclaimed files but can't upload them back to the cloud because of "filestype not supported" (.aic, .psdc, .xdc).

Thanks.

S
Community Manager
SuJoshiCommunity Manager解決！
Community Manager
January 31, 2023

@AdamKipple You can make a copy of the PSDC file, rename it to .PSD and try uploading it to the application or on the desktop app.

You can test the same thing for the AIC file by renaming it to .AI format  and that should resolve your issue.

    bitdang
    bitdang
    Participant
    December 19, 2022

    I was able to temporarily solve this problem in the following way.

    Come to think of it, Photoshop currently has a web version (beta).

    https://photoshop.adobe.com/

    Hope this article helps.

    bitdang
    bitdang
    Participant
    December 19, 2022

    In the web version of Photoshop, PSDC files could be imported.

    bitdang
    bitdang
    Participant
    December 20, 2022

    I did some tests and it can read only half of about 124 PSDC files.

    sungl60939670
    sungl60939670
    Participant
    December 17, 2022

    I'm having the same problem. Why can't I upload and use archived psdc files?

    I contacted customer service but ended the chat.

    Please help me to work with the archived psdc file quickly. It's very urgent.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    December 17, 2022

    @sungl60939670 

     

    do you have a teams or enterprise subscription?

     

    if yes, are you the administrator?

     

    if yes and yes, open the support tab on your admin console > start chat or start case or request expert session. https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

    I
    iCharles
    Legend
    December 8, 2022

    Hi @AdamKipple ,

     

    Sorry for the inconvenience caused.

     

    Did you try contacting support via the Admin Console by navigating to the support tab?

    AdamKipple
    AdamKipple作成者
    Participant
    December 9, 2022

    Hey iCharles,

     

    Yes that was where I talked to the support representative. It was through chat, the first guy transfered me to business account support (if thats what its called). The next guy transfered me to a specialist. The specialist wrote in very broken english, didn't quite understand what my issue was, and eventually closed the chat.

     

    There are client files that we really need access to and at least one project that is completely on hold at this moment because of this.

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    December 9, 2022

    Contact support again with the case number via the admin console.

    ABAMBO | Hard- and Software Engineer | Photographer
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