Error -"Sorry we can't open this document in Adobe XD" or Error 47 while opening the cloud document.

[johanvanderkolk]

Hello

If i will open a document from the cloud in XD i get this message:

Sorry we can't open this document.

Its a very important document for school. Who can help me?

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[Atul_Saini]

Hi Johanvanderkolk,

Sorry that you are unable to open the existing document. We would need some information and a few logs to investigate it further.

Could you please share the version of Adobe XD: Go to Help > About XD, exact version of Creative Cloud sync: Open Creative Cloud desktop app, go to Preferences > Creative Cloud > Files? Other than this information we would need the following logs as well.

I am assuming you are using a windows machine. Please share the OS build as well.

• AdobeXD.log: %localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\
• ACPLocalLogs:%localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\ACPLocalLogs

Note: For the logs above paste" %localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\ " in the address bar of windows explorer, you would get to the Local State folder where you can find the above logs.

• Run the log collector tool available here: -https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share the link of the logs.

You may upload these logs to CC or Dropbox as a zip file and share the link with me in a private message. Please let me know in case you face trouble grabbing any of the logs.

Meanwhile, I would request you to try to create a new admin user account and check if allows you to open this document, you may also try to open this on a different machine and check if that works.

Thanks,

Atul_Saini

[johanvanderkolk]

The problem is solved. I opened the file on another computer.

[Atul_Saini]

That's awesome that it worked for you, I would request you to please share the logs from your machine so that we can investigate matter closely.

Thanks,

Atul_Saini

[Preran]

Like Atul said, it would help for us to still have the log files so that we can address the root cause of this issue. You can upload the files to a shared location such as Creative Cloud, and share the link with him over a private message. To send a private message, click Atul's name and use the Message button.

Thanks,

Preran

[sagard23357513]

Hi,

Can you plz help me, how to get back my file. 

[elis19519578]

I think this msg - 'sorry can't open this document' occurs when you try to open a cloud document without running your adobe cc app, if  your not signed in or when xd is not connected to cc server.......

whenever i get this msg ill close xd >open cc app >open xd> open cloud document> it runs (you can see cloud docs and can't open it means your internet is so slow or server down.)

if nothing of above works try reinstalling adobe cc.

(I told my exp if nothing works then...ask help from adobe)

[Atul_Saini]

Hi Elis,

Sorry that you are still experiencing this issue. Would you mind opening this file on a different machine and check if that works? If it is possible for you, it would be great if you could share the file with us so that we can test it here at our end.

In addition to this, I would also request you to collect the logs mentioned in message number 1 and share the link if the uploaded docs.

Thanks,

Atul_Saini

[manaseen94767035]

My PC crashed when I was working on a project. Now I see the project on the cloud, but I'm unable to access it on any system. Please help!

[Preran]

Did you try looking for the doc under Creative Cloud documents here ?

Adobe Creative Cloud

Thanks,

Preran

[jasonondesign]

No I didn't look there. That's not the problem. I got an email and clicked on it. It asked if I wanted to open that file in XD. I said yes, and then it said sorry, can't open. So In XD I went to "shared with me" and saw the file and tried again and again over a couple of days... with the same "sorry can't open that file" error.

I finally followed the tip from the person here and opened the CC app and it worked!

I'm not able to spend a lot of time debugging this for ya'll, but hopefully this is enough info for ya'll to fix it for future users.

Here's my logs

AdobeLogs_20190424_165124_622-mac.zip

[Preran]

Thank you for sharing your solution here, it should help other users with a similar issue. Meanwhile, we will share the log files with the team. Appreciate your taking time to generate the files and share them with us.

Thanks,

Preran

[vishnuharidaskarinatt]

Hi Preran,

I am having the same "sorry cannot open this document" error. it is opening in my mobile. but not in my computer. how can i download the file from the cloud?

Vishnu

[Atul_Saini]

Hi vishnuharidaskarinatt, sorry that you are still not able to load a document and getting this "Sorry cannot open this document" error. Would it be possible for you to try to open this document on a different machine and see if that works?

[vishnuharidaskarinatt]

Tried that. I can open the file from cloud on my mobile. But can't open from my lap and pc. If there's a way I could download it and open it from my computer  it would be better 

[vishnuharidaskarinatt]

All other files are working fine though. Only one is having this issue. Is there a way I can download the file from my cloud account?

[sagard23357513]

hi,

same problem for me too.... I can view the file in mobile but not able to

open in PC., someone plz help

On Sat, Apr 27, 2019, 3:51 AM vishnuharidaskarinatt <

[vishnuharidaskarinatt]

I opened the file in another computer and it worked. then i saved it locally and renamed it and saved it again on the cloud. now i'm able to open the file. i coudn't open the files in the system i was first working on. but i installed XD in another system and it worked. try that. And seriously adobe should put an option to download the file from the cloud. all other could platforms are having this option. Try this sagard23357513

[sagard23357513]

thankyou,

I'll try that method once. Seriously Adobe need to give us a option for

cloud files.

On Sat, 27 Apr 2019 at 12:17, vishnuharidaskarinatt <

[jonathanreitsma]

This worked for me. I had to go to my cloud documents, downloaded the file from there to my local HD, and it opened.

[samisyrja]

This also worked for me.

[sagard23357513]

Hi,

My xd files saved which I saved in cloud documents can be viewed in mobile only, when I try to open the same file in laptop error msg coming, Sorry cant open the file.. plz help me

[Atul_Saini]

Hi Sagard,

Sorry that you were not able to open this document on your machine. Please try the steps mentioned here on this link: - Issue saving xd files to creative cloud and update this discussion in case you need further assistance.

Thanks,

Atul_Saini

[jasonondesign]

Yes! You nailed it. I've been trying to open a shared document on my Mac all day and kept getting the error. I opened the cc app and suddenly can open it! Thank you,