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

[#1]

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?

<The Title was renamed by moderator>

[#2]

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?

<The Title was renamed by moderator>

[#3]

Hello XDers,

Very excited about all the amazing updates made to XD over the past few weeks and have finally gotten around to trying the "Invite to Edit" feature but me and my team have been unsuccessful in getting this to work. We all have the latest builds, and are using the document cloud but when we accept the email invite we all get the same error message ( See below ). Any idea how we can this ironed out?

Thanks for any help!

[#4 · Accepted solution]

Hey everyone,

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).

Please update this discussion in case you need further assistance, we'll certainly take it further from here. For immediate assistance, you may contact Adobe Tech Support using this link https://adobe.ly/2WYE62m Use the chat button on the page to get started.

Thanks,

Atul_Saini

[#5]

Hello, I have the same issue, already tried the steps above but didn't fix the problem. My document is a local one, as soon it finish loading I get the error "There was an error opening the file..." (Error code: 47), after I click ok, the document close and can't do anything.

I tried opening the file in other computers with different Adobe accounts and the issue remains. This file only have being share for Design Specs.

this is the error message

[#6]

I also have the same issue. This is a file I've been working on for a month now for my company and starting again would be highly inconvenient, I've tried all the steps above. The file loads completely then shows "There was an error opening the file (filename).xd Error 47"

Don't know what may have caused this or how to fix it.

[#7]

Hi there! This error message generally means that you don't have permissions to view the document, or that the document doesn't exist. Since you're obviously sharing between team members, is it possible that you have more than one Adobe IDs and are logged into one of them?

-Elaine

[#8]

This error message means that the document doesn't exist.

[#9]

If this error message means that the document does not exist, something is very wrong. I get this error message by clicking on a share invitation link created and sent from message@adobe.com.

[#10]

Hi elainecc​ - Am I correct in saying this functionality is only available between team members? Ie two designers with two different adobe ID's can't edit a file collaboratively?

If this is the case, the error revealed should say so, and not that the document is unable to open.

[#11]

No, that's incorrect. The problem happens if someone has two different Adobe IDs with the same Email address. This happens occasionally in enterprise organizations. I was inquiring as to that.

[#12]

What is the solution to this problem?

[#13]

Can you check if you are logged in using the ID with which you subscribed to it? If you have multiple Adobe ID, ensure that you are using the relevant ID to log in.

Thanks,

Preran

[#14]

We are experiencing this error now. How do we go about checking the relevant ID being used when sharing?

[#15]

Hi, 

We're having this problem across our organsiation at the moment - it is causing massive problems.

Everything was fine until last week. Now we cannot effectively share documents across the distributed (Enterprise) team. I really really need a solution v.quickly - being strongly pushed to move to different software (which i don't want to do) but am swimming against the tide here.

There are multiple accounts associated with each persons email address. This is a result of the organisation moving from std licensing to enterprise licenses with single sign on integration.

• When I enter a user's email 2 entries appear 
• These used to highlight which was associated with an enterprise license in brackets - now it doesn't

We've spent hours and hours trying different combinations of logging in / out of accounts to ensure that everyone is logged in to their enterprise accounts - both those sharing and those being invited. Everyone has updated to the latest version of XD

• Old file shares seem to be ok in some instances
• Newly created files will not open and we get the error message 
• The file creator can open the file fine
• Everyone invited gets the error when trying to open the doc in XD
• Invited user can download and access from their 'Shared with you' section on assets.adobe.com

Whislt downloading the files to local machines from assets.adobe.com works fine, this is not a appropriate solution - completely negates the value of working together across files or even synching files....

I need a solution quickly please.

How can this issue with multiple accounts be resolved?

Thanks

Liam

[#16]

First off, you can work with your IT Admin to file a support ticket through the admin console - if you're on an enterprise account, this will be the fastest way to get hands on support.

They'll be able to ask you the following questions:

• Are you trying to use group invitations?
• Are you sending individual invitations to people?
• Are you saving local documents to the Creative Cloud Files, or are you sharing documents using the Invite to Edit popup in the document itself?

If it's Invite to Edit (instead of CC Files), my recommendation is to invite people by Email address, but do not accept the autocomplete if it is offered to you - type in the entire Email address. Once the invitation is sent, click on the Email or the desktop notification, and the document should open successfully.

In either case, I'd advise that you go ahead and file that enterprise support ticket.

[#17]

Hi,

Thanks for the advice.

Will try the email address approach and let you know if we have any success, whilst i see if i can get IT to file the support ticket.

In answer to the questions:

• Are you trying to use group invitations?
  • Tried inviting multiple people at once (no success)
• Are you sending individual invitations to people?
  • Tried inviting people one by one - had more success in that some could open others not - could never get everyone on the same doc
  • Tried with different doc 'owner' accounts - same problems - some could access others could not
• Are you saving local documents to the Creative Cloud Files, or are you sharing documents using the Invite to Edit popup in the document itself?
  • Always Creative Cloud Files (created new and saved to cloud)
  • Tried inviting online via the cloud doc on assets.adobe.com
  • Tried inviting from within doc when open in XD
  • Tried setting doc (in XD) as Coediting enabled - seemed to start working for some users (but not 100% sure as desperately trying lots of options)

Thanks again

[#18]

Hi,

Quick update:

Installed latest release of XD (14/4/20) and by following the advice the issue seems to be resolved. In summary:

• Updated XD to the newly released version
• Removed all invited users from the docs
• Re-invited users one by one (by repeating the invite process multiple times) from within XD
• Fully typed user email addresses (rather than use the suggestions supplied)
• Ensured that co-editing was enabled in the share menu (in XD)
• Logged into assets.adobe.com and opened the invite menu for the doc
• Changed the user permissions for the invited users from 'can share' to 'can edit' (there doesn't seem to be anywhere to do this within XD)

Not sure which (if any) of these steps made the difference but now working

Thanks

Liam

[#19]

We are glad to hear you are able to resolve the issue and thank you for sharing the steps that worked for you. This will definitely help our customers in resolving the similar issue. Please let us know in future for any assistance.

We'd be happy to help.

Thanks,

Harshika

[#20]

The project worked fine yesterday, but when I wanted to start working today it couldn't open the document anymore.
The project is stored in the Creative Cloud Storage and I don't have a local copy. All my work is gone.

This is the second time this happens this weekend, after a crash yesterday I lost all my work and had to start over again, because even though the last saved version of my project included the lost work, I could not get it back.

I hope someone has a fix for this, because I don't wanna start working on this project all over again a third time. Thanks.

EDIT: I'm on the latest version of Windows 10, Creative Cloud and Adobe XD. All my drivers are up to date.

[#21]

Hi ColinDeD,

Thanks for reporting this issue and sharing the screenshot here. 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 and other than this information we would need the following logs 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.

Thanks,

Atul_Saini

[#22]

Hi , who can help me?

one of my important xd document was deleted , because I didnt mark the last version of it on cloud, now How can I access it? please help me , I really need your help.

[#23]

Hi there,

Sorry to hear about the trouble. Could you please confirm if that was a local document or cloud document? If it was a cloud document, please check if you are able to see the file here: https://assets.adobe.com/

Regards

Rishabh

[#24]

You can solve this by opening the file on another computer! It works for me!

[#25]

For some reason it worked again for me today, I was quick to save it as a local file for back-up. Haven't had any problems since. Thanks for the help guys!

[#26]

I am glad that it worked for you, however, it would be great if you could share the logs which I have mentioned above so that we can avoid this situation to happen going forward.

Thanks,

Atul_Saini

[#27]

Of course!

Here's the link.

[#28]

Awesome, could you also run the log collector tool from this link: - -https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share the link of the logs along with the version of Coresync?

[#29]

Adobe XD Version: 17.0.12.11

Creative Cloud Sync: 4.2.1.51

Creative Cloud App Version: 4.8.1.435

LogCollector FIles download

[#30]

You have been a great help here, that would be all at the moment. I would let you know in case we need anything else from your end. Thank you once for your cooperation.

[#31]

Hi ColinDeD,

Thanks for your cooperation earlier, I would also request you to enable the crash dump using the steps mentioned here: - How to generate crash dumps on a Windows machine so that we can retrieve the logs in case you encounter any crash going forward.

Thanks,

Atul_Saini

[#32]

It's enabled now!

[#33]

Great, please lets us know in case you experience a crash with XD. I would also request you to update to the latest version, here are the steps: -Update apps to the latest release of Adobe Creative Cloud.​

Thanks,

Atul_Saini

[#34]

Im having the same problem sharing the on the Adobe Cloud.  When we go to open it up from another location we get the same message as above.  There is no other machine to open it up on.  Please advise.

[#35]

We are both on the latest versions of XD on Windows 10.

[#36]

Hi Shannon,

Could you please confirm if you are running Adobe XD 18? If yes, I would request you to share the logs mentioned in message #1 and enable crash dump mentioned in message #9?

Awaiting your response on this.

Thanks,

Atul_Saini

[#37]

Hi, Even I am facing the same issue. I have an important project file in my cloud and I am not able to open that. I've even tried with Signing out and Signing In, but still, I am facing this issue. But when I tried to open in my mobile I was able to open the project. Please have a look into this issue. And please get me a solution to get it back.

Regards,

Amal Johny

[#38]

In the time we understand what's causing this issue, can you you try opening the file from https://assets.adobe.com/cloud-documents? You can also try opening a previous version of the document from the version history if you are facing issues with using the current version.

Thanks,

Preran

[#39]

Hi. I've lost my work on one file, since the file is more than 1 month old.

Tried to load from here: https://assets.adobe.com/cloud-documents/urn:aaid:sc:US:cbc457ae-7537-462b-951c-068d798e75df, and clicking Open on Adobe XD, with no success.

Could you, please, help me recovering it? Thanks a lot.

[#40]

same problem with me now.

[#41]

Sorry to hear about your experience. Can you try the solutions in this doc https://helpx.adobe.com/xd/kb/issue-saving-xd-file-creative-cloud.html If you need more assistance, use the chat button on this page https://adobe.ly/2WYE62m to get in touch with our tech support team for further investigation.

Thanks,

Preran

[#42]

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

[#43]

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

[#44]

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

[#45]

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

[#46]

Hi,

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

[#47]

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)

[#48]

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

[#49]

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!

[#50]

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

Adobe Creative Cloud

Thanks,

Preran

[#51]

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

[#52]

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

[#53]

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

[#54]

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?

[#55]

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 

[#56]

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?

[#57]

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 <

[#58]

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

[#59]

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 <

[#60]

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

[#61]

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

[#62]

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

[#63]

This also worked for me.

[#64]

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,