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"File has been deleted of you no longer have access" Error message - Has access/not deleted

New Here ,
Sep 15, 2022 Sep 15, 2022

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I have been using Acrobat Document Cloud for a long time without issue. However, in the past two to three months, I've had users (who were able to acceses files before) get an error message that the file has been deleted (it has not) or they don't have access (they do). For some people, clearing cache and cookies from the web browser works - but not all of them. I imagine all them are Windows users (I'm a consultant/not in their corporate environment). Does anyone know what happened that this has started popping up now? 

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Adobe Employee ,
Sep 19, 2022 Sep 19, 2022

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Hi melanieharris5656,

 

Sorry about the delay in response.

 

 

As mentioned above, the users can no longer access the files. 

Please check if these are the shared files. If yes, check if the sender removes the files from the cloud.

 

If that is not the case, would you mind sharing the screen recording of the complete steps they do at their end?

Also, confirm if these are files that were shared with them or the files they have uploaded to the document cloud.

Share the error message screenshot. 

 

Let us know if you need any help.

 

Thanks,

Meenakshi

 

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New Here ,
Sep 23, 2022 Sep 23, 2022

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Hi Meenakshi,

As I stated in my question - yes - the files are shared and they were provided access. When they click on the link, they receive an error message. It appears to be a cache issue, but the problem is very recent - I've been sending these same users links to adobe cloud files for 5 years - with no problems, until this issue in the past 6 months. I want to know what happened, between adobe, web browsers, windows 11 that is has become a problem now. 

thank you!

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