Erreur 86 sur un fichier unique

[marine30317085g79r]

Bonjour,

depuis ce matin je n'ai plus accès à un fichier en particulier qui présente une erreur 86 suivi du message "Document XD invalide". Pourtant il fonctionnait parfaitement hier et les autres fichiers manipulés hier fonctionnent en dehors de lui.

• je suis sur Windows 10,
• je suis sur la version 57.0.12 du logiciel et j'ai testé la 55.0.12 et la 56.1.12,
• j'ai tenté de désintaller Creative Cloud et de réinstaller,
• le fichier est stocké sur un Google Drive
• mon collègue ne peut pas l'ouvrir non plus

Merci beaucoup.

[Rishabh_Tiwari]

Hi @marine30317085g79r ,

Sorry to hear about the trouble. Will it be possible for you to share the file and system logs so that we can check it on our end? To share the file & logs you can add both the files to a shared location like Google Drive and share the link through private message by clicking on my name. I'll try my best to assist you.

Thanks

Rishabh

[marine30317085g79r]

Hi,

I've sent you a message.

Thank you.

[Rishabh_Tiwari]

Thank you for sharing, however, I am unable to access the link so could you please create an open link and share it again through DM?

[marine30317085g79r]

I've sent you a new link.

Thank you

[Rishabh_Tiwari]

Thank you @marine30317085g79r! I have logged the bug and will update you as soon as I hear from the team. Just one more thing, I couldn't find logs in the link so would you mind sharing the link for the log files as well as the Engineering team will need it to investigate this further.

[HARSHIKA_VERMA · Accepted solution]

Hi @marine30317085g79r,

Thank you for your patience. The team has successfully recovered your corrupted file. I will send you the recovered file privately. Please check if it opens without any issues on your end and let us know.

Thanks,

Harshika

[marine30317085g79r]

Hi,

The recovered file works. Thank you for your help.

Thanks,

[HARSHIKA_VERMA]

Awesome. Glad to hear you are able to open the file. Please feel free to reach out to us in the future for any assistance.

We really appreciate your patience and cooperation.

Thanks,

Harshika