InDesign Cloud Document stuck – crashes InDesign, cannot download

Question

I’m having a critical issue with an InDesign Cloud Document that is completely stuck.

What happens:
- Opening the cloud document crashes InDesign immediately.
- Downloading the file from the web stays at 0% indefinitely.
- Duplicating the file works, but the duplicate also cannot be downloaded.
- “Open in Desktop” always causes InDesign to crash.

What I already tried (successfully and cleanly):
- Fully reset CoreSync and Creative Cloud user cache.
- Cleared all Adobe caches and InDesign preferences.
- Verified Adobe Desktop Service (ADS) is installed and running correctly.
- InDesign opens normally when offline, without crashing.
- System was restored back to its original state afterward (no broken services).

Result:
- The issue persists across browser download, duplicate, and desktop open.
- This strongly indicates a server-side cloud document lock or corrupted cloud state.

I am now blocked as an end user.

What I need:
- A server-side reset of the cloud lock for this document
OR
- A server-side export of the file as a local .indd

Abhishek Rao · Answer

Hi @Talha Dereci - Akademim,

Thanks for sharing the details, and sorry to hear that you are running into this. Since the issue appears to be limited to a specific cloud document and InDesign works normally otherwise, could you please confirm the exact InDesign version and build you're using, along with your OS version? Also, please let me know whether this issue occurs only with this particular cloud document or if you experience the same crash with any other cloud documents.

I checked for crash reports submitted using your community email address, but couldn't find any. Could you please confirm if the Adobe Crash Reporter appears when InDesign crashes? If it does, please submit the report and share the email address used for submission with me via DM, so I can review the logs. Ref: https://adobe.ly/498VadC.

Additionally, please try signing in to Creative Cloud Web and attempt to open or download the document from an incognito or private browser window. If the issue still persists, please also confirm whether the file shows any sync error icons or conflict indicators in the Creative Cloud Files interface, and feel free to share a screenshot if possible.

Looking forward to your update.

Abhishek

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