Unable to Access Adobe Cloud Files - "Access Denied" Error

Report · Aug 07, 2023

Hello Adobe Support Community,

I hope this post finds you well. I am writing to seek assistance regarding a recent issue I've encountered with my Adobe account. I have been using Adobe Cloud Files to store important documents, many of which were scanned using Adobe Scan. However, I am currently facing a problem where I am unable to access Adobe Cloud Files, as I receive an error message stating "Access Denied - You do not have access to this service. Contact your IT administrator to gain access."

It's important to note that my account is for personal use, and I have been able to access Adobe Cloud Files without any issues in the past. This problem seems to have arisen suddenly, and I am unsure of the cause.

I am reaching out to the community to ask for guidance on how to resolve this issue and regain access to my stored files. I have tried a few troubleshooting steps, including:

1. Clearing browser cache and cookies: I attempted to access Adobe Cloud Files from different browsers after clearing cache and cookies, but the issue persists.

2. Checking account permissions: I reviewed my Adobe account settings to ensure that there were no changes or restrictions applied that could be causing the access issue.

3. Logging out and logging back in: I logged out of my Adobe account and then logged back in to see if this would resolve the problem, but unfortunately, it did not.

Despite these efforts, I am still unable to access my Adobe Cloud Files and retrieve the important documents stored there. I would greatly appreciate any assistance or guidance the community can provide to help me resolve this issue. If there are specific steps I can follow or if there's any information I need to provide to troubleshoot further, please let me know.

Thank you in advance for your help. I'm looking forward to getting back access to my files and continuing to use Adobe Cloud Files for my personal and professional needs.

Best regards,
Province

Report · Aug 08, 2023

Hi 1920 1080,

Thank you for reaching out.

Could you please confirm if you were able to access those files online on the Acrobat Online account?

We checked your account with the email address used to sign in here in the community. It shows your account with no storage. If you use an alternate email address, share it with us privately. You may initiate a private message using the envelope icon at the top right corner of this community page.

Did you make any recent changes to the account? Also, could you please confirm your geolocation?

Let us know if you need any help.

Thanks,

Meenakshi

Report · Aug 09, 2023

Hello Meenakshi,

Thank you for your prompt response and for looking into my issue. I appreciate your assistance.

To address your questions and provide more information:

Accessing Files Online: Yes, I have been able to access my files online through my Acrobat Online account in the past. However, the recent "Access Denied" error has prevented me from accessing my files on Adobe Cloud.
Account Details: The email address I use to sign in here in the community is indeed the only Adobe account I currently have. I have been utilizing Adobe Scan for scanning, uploading, and downloading files for several years. While I have not made any recent changes to this account, I have noticed this issue occurring within the past six months.
Recent Changes: I can confirm that I have not made any changes to my account settings or permissions during this time. The problem seemed to arise unexpectedly.
Geolocation: I primarily split my work between New York City and Hong Kong. These two locations are where I primarily use Adobe Cloud Files for personal and professional purposes.

I hope this information helps in diagnosing the issue. If there are any specific steps or additional details you require to assist me further, please do not hesitate to let me know. I'm eager to resolve this matter and regain access to my stored files.

Thank you once again for your support.

Best regards,

Inkie

Report · Aug 09, 2023

Hi 1920 1080,

Thank you for sharing the information.

Could you please confirm if you are using the Adobe Scan application on Android or iOS device?

If yes, please check if you sign in using the Adobe ID or the alternate option like Apple ID, Facebook, etc.

Check if you can access the file via the Adobe Scan application.

Thanks,

Meenakshi

Report · Aug 09, 2023

Hello Meenakshi,

Thank you for your continued assistance and suggestions.

I am indeed using the Adobe Scan application on my iOS device to scan and manage documents. I can confirm that I sign in to the Adobe Scan application using my Adobe ID, which is the same email address associated with my Adobe account used to access the community. Unfortunately, I am encountering difficulties when attempting to log in to the Adobe Scan application. The error message states: "Unable to log in. The Adobe ID doesn't have access to Adobe cloud storage. Please sign in with a different account or create a new free account." I have attached a screenshot of this error message for your reference.

I hope this additional information helps to pinpoint the issue. If there are any further steps I should take or any solutions you can suggest, please do let me know. I am eager to resolve this matter and regain access to my scanned documents stored on Adobe Cloud.

Thank you for your help and support.

Best regards,

Inkie

Report · Sep 18, 2023

Hi I'm just commenting because I have been experiencing the exact same issue! I don't use my account frequently so I only found it out today. Did you solve your problem eventually or find out why?

Report · Dec 17, 2023

Same issue for the last 4 months. What change caused the issue. No setting to remove the restriction??

Report · Dec 18, 2023

Hi markrovere1,

Thank you for reaching out.

Could you please confirm if you experience this behavior when trying to access cloud storage from the mobile application or on the browser on your desktop application?

Share the steps you do to access the cloud storage. It would be helpful if you could share the screen recording of what happened.

Thanks,

Meenakshi