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I can't open my cloud files

New Here ,
Jan 14, 2021 Jan 14, 2021

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I really need help! I think this error is quite rare for me, but it is giving me a strong headache.

First it begans with syncronization conflict, when i was working with a friend, then when i clicked to open my cloud files, they just get stuck on the load screen. 

 

I tried to reinstall and it not work. 

I tried to download the file from the Creative cloud and it just showed a messsage that i can't download the file. Somehow, i could open a cloud file (wich was not shared with my friend) but the others still with the same problem.

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Adobe Employee ,
Jan 14, 2021 Jan 14, 2021

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Hey Murilo,

 

We are really sorry that you are facing this issue. We are here to help you in every way possible.

We really need to investigate this for the root cause so that we can help you fix the issue as soon as possible.

 

For that we will be needing some information. Please help us in getting below infirmation:

1. Since when you are getting this error

2. Are you the owner of file

3. Can you share the OS details on which you are getting this error and XD version as well

4. Can you share the copy of this file to us

5. Can you try this troubleshooting steps also on your end if this can help you fix the issue - https://helpx.adobe.com/xd/user-guide.html/xd/kb/fix-issues-with-xd-cloud-documents.ug.html

5. Lastly, if not can you just share us the logs of the machine you are facing this issue - https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

 

You can share log zip file to us by uploading via Onedrive or Creative cloud and share the link with us. For that you can just click on my profile name and then click on Send Message and DM me.

 

Thanks,

Nawneet

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Adobe Employee ,
Jan 26, 2021 Jan 26, 2021

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Hi Murilo,

 

It's been a while we haven't heard back from you. Please feel free to update the discussion if you need further assistance from us.

 

We would be happy to help.

 

Thankyou, Nawneet for your contribution to the post. 

 

Thanks,

Harshika

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