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Enlightened_beauty8c82
Participant
Oct 1, 2026 5:33 PM UTC
Answered

Web Photoshop couldn't open documents

I am trying to create a new document or open my old documents, but it doesn’t allow me to open them: “We couldn’t open your document. Please try reloading the page or signing in to another account.” I already tried clearing the cache, history, cookies, and signing in to my account. I still get the same issue.

    Enlightened_beauty8c82Correct answer
    Participant
    Oct 3, 2026 6:33 AM UTC

    I am not using any vpn or ad blocker.. I did try opening through CC it still won’t let me open. But it did work on other browser (microsoft edge) and incognito window(chrome)

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    5 replies

    justlearn
    Community Expert
    justlearnCommunity Expert
    Community Expert
    Oct 2, 2026 8:06 AM UTC

    ​@Enlightened_beauty8c82 are you using a VPN or hiding behind a firewall or even an ad blocker could be the main reason. 

    Also, I would open your files through Creative Cloud, https://www.adobe.com/files
    (sorry, I have some files that are NDA). Click on files - Your Files. Find the document you are trying to open, click the three dots (...) next to it, and select Open or download a local copy as a .psd backup


     

     

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      Enlightened_beauty8c82AuthorCorrect answer
      Participant
      Oct 3, 2026 6:33 AM UTC

      I am not using any vpn or ad blocker.. I did try opening through CC it still won’t let me open. But it did work on other browser (microsoft edge) and incognito window(chrome)

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      Srishti Bali
      Community Manager
      Srishti BaliCommunity Manager
      Community Manager
      Oct 1, 2026 6:25 PM UTC

      Hi ​@Enlightened_beauty8c82 

       

      Apologies for the experience. Could you please try using a different browser or accessing it in an incognito window to see if the issue persists?

      I would also recommend trying a different network connection, if possible, to rule out any network-related issues.

      Please let us know how it goes or if you need any further assistance.

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      Thanks, Srishti Bali | Community & Engagement Strategist, Digital Imaging | Adobe
      Enlightened_beauty8c82Author
      Participant
      Oct 3, 2026 6:33 AM UTC

      I don’t think it is a network issue since it was happening when I connected to other network as well.

      It did work on other browser (microsoft edge) and incognito window(chrome)! Does

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      Enlightened_beauty8c82Author
      Participant
      Oct 1, 2026 5:30 PM UTC

      I am having the same issue even though I cleared out the history, cache, and cookies (using Google Chrome).

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