cloud document completely vanished

Question

What happened: I tried to open the file from the Illustrator Home screen. A message appeared saying I was "logged in to an account that cannot view this file." I clicked OK, and the file then completely disappeared. It is now missing everywhere I've looked. What I've already tried:Searched the Illustrator Home screen and "Your work" — not there	Checked cloud documents on the Creative Cloud web files page — not there	Checked the Creative Cloud desktop app — not there	Checked the Deleted / Trash folder on the web — [not there / haven't found it]	Restarted the Creative Cloud Libraries Synchronizer and signed out/in — no change	Local device search for conflict copies and *.aic: nothing found.Since I only have one Adobe account ever, this doesn't appear to be an account mix-up. Wanted to contact Adobe support to check server-side for this cloud document, restore it if it's within the retention window, but their chatbot only keep looping “no advisors are available” over and over. This file is important and I really really hope I can recover it as soon as possible before it ages out.

M. Ufuk Korkusuz · Answer

Sorry you're dealing with this. It sounds like you've already tried pretty much everything I would have suggested.

At this point, I'd probably check the AutoRecover folder just in case a local recovery copy was created. If you've ever opened the file on another computer, it might also be worth checking there.

Since the file disappeared immediately after the permission message, this feels more like a cloud sync or permission issue than something you did. If that's the case, Adobe Support is probably the only team that can check whether the document is still on their servers but has become inaccessible.

I really hope they're able to recover it. If you get any updates from Adobe, let us know here I'd be happy to help think through the next steps.

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