Critical Issue: Unable to Open or Edit InDesign/Illustrator Files Stored on Internal Server

Dear Adobe Support Team,

We are experiencing a critical and widespread issue affecting multiple users in our organization when working with Adobe InDesign and Adobe Illustrator files stored on our internal network server.

1. Issue Summary

At approximately 08:00 AM (GMT+7) on November 18, 2025, our users were unable to work with InDesign and Illustrator files located on our internal server.

Symptoms observed:

• Files cannot be opened from the server, with error messages indicating that the file cannot be initialized or opened due to server permission issues. (Errror message: you may not have permission or the document may be open already)

• In some cases, files can be opened, but:

  • Users cannot perform any editing actions.

  • The application becomes unresponsive or certain functions are disabled.

These symptoms have occurred across multiple workstations.

2. Troubleshooting Attempts (Unsuccessful)

We attempted the following actions, but the issue persisted:

• Copying files from the server to the local Desktop → Files still cannot be edited.

• Disconnecting from the internal server after copying → No improvement.

• Checking and confirming server access permissions → No abnormality found.

None of these steps resolved the problem.

3. Temporary Workaround (Works)

The only temporary solution that allows users to work with the files is:

1. Close all Adobe applications.

2. Restart the Adobe application in Offline mode (disconnect the machine from the network/server).

3. Open the file while offline → Users can edit normally.

However, this workaround is not practical for our workflow and interrupts team collaboration.

4. Impact

• This issue affects multiple users and causes severe disruptions to our design and production operations.

• Users are forced to work offline, which is not sustainable for our environment.