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Pasha Ban
Participant
September 17, 2023
Question

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

  • September 17, 2023
  • 21 replies
  • 12808 views

Dear community,

 

I have problem with an Illustrator (again and one of many). I have created a file and saved it on cloud. Immediatelly after closing it I have tried to open it just to being shown the error message that Illustrator can't open the file as I don't have acces to this file and that I should contact the owner. I am the only owner of license and the creator of it - I literally created that file several minutes ago on the same desktop device. How is that even possible? It shows the file isn't synced - but the internet connection is pretty fine.

 

I must say I thought that saving my files on cloud will be a big relief and a time saver for me, but it's the exact opposite - constantly having all kinds of problems from conflicts with syncing file updates between my desktop devices, through problems with not available autosaving, messing up my text and letters positions, to banning me out of my own files... guess the creative cloud won't ever really compare to an external harddrive.

 

Thanks for your advices!

    21 replies

    D
    Daniel38522456mnkc
    Participant
    April 30, 2026

    Getting this issue intermittently also. Some days it works fine. Others it doesn’t. It mostly seems to be affecting me when using Mac OS though there may be some bias as I usually prioritise using Mac.

      Sofi_Ant
      Sofi_Ant
      Participant
      April 28, 2026

      Same issue here, since a few days ago. It's being really difficult to work.

       

       

       

        Anubhav M
        Community Manager
        Anubhav MCommunity Manager
        Community Manager
        April 23, 2026

        Hello everyone,

        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

          E
          ellemef
          Participant
          April 30, 2026

          Disabling and reenabling worked for me as well.

          B
          Brynomite
          Participant
          April 23, 2026

          This is happening for me. ​@adobe any fix? Signing out of all apps and CC and signing back in has not helped.

          ilkcankose
          ilkcankose
          Participating Frequently
          April 23, 2026

          I connected to Adobe remote support and it worked for me.

          Agent said: "Due to an internet issue or cloud sync with the application, this error occurs. However, I just made a few changes and it works now. If this occurs again, I would recommend you to log out from the Creative Cloud application, then kill all the applications from Activity Monitor, and then log back in."

          If you want to contact support, they solved my problem.

          ilkcankose
          ilkcankose
          Participating Frequently
          April 23, 2026

          I’m using Mac

          LeeDownshift
          LeeDownshift
          Participant
          April 23, 2026

          I, too, am experiencing this issue. I have tried logging out of my Adobe Cloud account and logging back in, and yes, I am logged into the correct account (I only have one account)  , yet I am still getting this error:

           


          This is making it extremely difficult to get any work done as I can’t even download the files to work on them locally.

            X
            Xavier Belho
            Participant
            April 23, 2026

            Hello,

            I am experiencing a specific issue with Adobe Illustrator when trying to open files stored in the cloud.

            The error message displayed is:
            “Cannot open the file. It is not possible to access this file with the account you are currently signed in with. Please contact the owner for more information.”

            This problem only occurs with cloud-based files (Creative Cloud or other synced locations). Local files (.ai stored on disk) open without any issues.

            I have already tried the following:

            • Signing out and back into Creative Cloud
            • Restarting the system
            • Verifying that the files are properly synced
            • Downloading files locally (which sometimes works, but is not a viable workflow)

            I would like clarification on:

            1. Why Illustrator blocks access to cloud files despite being properly authenticated
            2. Whether there is a permissions or synchronization conflict with Creative Cloud
            3. How to work directly with cloud files without needing to download them locally

            This issue is directly affecting my professional workflow, as I regularly work with files in synced environments.

            I would appreciate a clear solution or guidance on how to resolve this.

            What the FUCK!

              IsabelSD
              IsabelSD
              Participant
              April 22, 2026

              I’m having the same issue and can’t access a file that I actively need to deliver to a client today—I’m trying to download it from Chrome but I don’t see a “download” option.

               

              ​@adobe help please, this is absurd!

                Anubhav M
                Community Manager
                Anubhav MCommunity Manager
                Community Manager
                April 22, 2026

                Hello ​@IsabelSD 

                 

                I’m sorry to hear you’re having similar trouble with Illustrator. Could you try signing out and then signing back in with the correct profile to see if it helps?

                Looking forward to your response.
                Anubhav

                  IsabelSD
                  IsabelSD
                  Participant
                  April 23, 2026

                  ​@Anubhav M  I did sign out and back in, I even ended up uninstalling and reinstalling Illustrator on my laptop. Unfortunately nothing worked. In the end I was able to download the file from Chrome and work on it locally, but the version in my cloud still will not open no matter what I’ve tried.

                  hudsont71159484
                  hudsont71159484
                  Participant
                  April 21, 2026

                  Same thing happening for me. can’t access a file i was literally working on yesterday which I need for work

                    ilkcankose
                    ilkcankose
                    Participating Frequently
                    April 21, 2026

                    You can access your files on Adobe's website. The same issue happens to me sometimes — just download it manually from there. At least the file isn't lost. https://www.adobe.com/files/

                     

                    hudsont71159484
                    hudsont71159484
                    Participant
                    April 21, 2026

                    Thanks for the tip! still bit annoying 🙄

                    D
                    DeadSky
                    Participant
                    April 21, 2026

                    It’s been happening for 24h. This bug has been around for years, but now nothing is working. Shame on Adobe for not fixing this thing already. 

                    ilkcankose
                    ilkcankose
                    Participating Frequently
                    April 21, 2026

                    You can access your files on Adobe's website. The same issue happens to me sometimes — just download it manually from there. At least the file isn't lost. https://www.adobe.com/files

                    IsabelSD
                    IsabelSD
                    Participant
                    April 22, 2026

                    How do you download from the web? I don’t have the option, unless I’m being completely blind. It’s giving me only Open, Share, Copy Link, Rename, and Duplicate.

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