Can't open specific cloud document (Error 47)

[Torsten5C5F]

Hello!

Our team is stuck currently since we can't open a specific cloud file. When opening, we get an error 47 and XD closes the file.

A colleague made a local copy yesterday and we can open that one, however if we try to update the 38 library components that need updating, we get errors and the local file then also has an error 47 and can't be opened anymore (even without saving).

Since we can't access the file, we also can't return to a previous version (the CC Web only allows to download the most current one) and it probably wouldn't help either since we're getting the same problem with the local copy we already have.

Can you somehow help and resolve the issue with that document?

It's called: "Reinzeichnung OKP_Kfz-Ausbau".

Thank you.

[Deepika5FDD]

Hey there,

Sorry to hear that you're unable to open the file and get an error "Sorry that you are unable to open this document." or  Error 47, unable to open the document." We'll try our best to help you with this. 

First, there are two quick solutions which you may try. 

1. Open the same file on a different machine or user account( Windows 10/ Mac). 
2. Download a previous version of the file from version history from assets.adobe.com using these steps (https://community.adobe.com/t5/adobe-xd/revision-history-in-xd-helps-ensure-peace-of-mind-during-col...).

If the problem still persists, please try the following suggestions. 

Step 1. Ensure that XD is up to date using this link (https://helpx.adobe.com/in/creative-cloud/help/creative-cloud-updates.html).

Step 2. Follow the instructions mentioned on this page step by step (https://helpx.adobe.com/xd/kb/fix-issues-with-xd-cloud-documents.html#unable-to-create-open-cloud-do...). Before proceeding to the next step. Please upload the logs to CC or Dropbox and share the link with me via PM (click on my name and hit the message button on my profile). This would help us to get to the root cause and investigate further. 

Step 3. Please try cleaning the Creative Cloud desktop app from the cleaner tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html and then reinstall the Creative Cloud desktop app from here (https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html).

Regards,

Deepika