Documents not found on device

Forum|Forum|3 years ago
February 24, 2022
2 replies
864 views

Hello,

Since yesterday my laptop is not able to open any Illustrator documents I saved in the Creative Cloud. When I try to open a file, the error message is as follows:

"Unable to open "Untitled-1" because it is not found on your device. To recover this document, click Learn More"

First of all, the learn more button does not work. I can however open the files on another pc without any problems. I have tried re-installing Illustrator and Creative Cloud, but that did not work. The problem is only with Illustrator docuements, not with other files saved in the Cloud.

Since I am able to open the documents on another pc, the problem is likely to be with my laptop, but I have no clue what it could be. Could someone help me with this?

B

bayu33963332hy1m

Participant

Hello! I have same problem in here! Do you already have the solution? Thanks

B

Bobby Henderson

Community Expert

Make sure your computer is signed into your Creative Cloud account by opening the Creative Cloud desktop app. The account icon is listed in the upper right corner of the app; clicking that will show account status. Click the cloud icon next to the account icon for cloud activity and to see if CC Libraries are syncing. If they've stopped syncing click the Files icon on the left column of the app and then select Your Libraries. That can force Libraries to re-sync.

Some stubborn sync problems can be solved by signing out of the Creative Cloud account, rebooting the computer and then signing back into the Creative Cloud account.