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unable to revert to an earlier version of cloud document

New Here ,
May 29, 2020

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Hello,

Yesterday I created a file, and today I'm unable to access it. I get a pop up "Sorry, we can't open this document." 

catce57_0-1590744384381.png

I went to CC->Files-> Cloud documents. I wanted to revert to some earlier version of the document, but no success; the option "Revert"is absent, and all I can do is rename.

catce57_2-1590744590922.png

 

Also I checked earlier threads, and the user was recommended to contact the support team.

I reached out to the support team through chat, but the chatbot responds with, "We didn't find a supported product in your account."

 

 Help would be much appreciated. I would like to know whether it's possible to recover the file, or not, so that I can continue my work asap.

 

 

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Data loss, Known Issue, Open and save docs, Product performance

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unable to revert to an earlier version of cloud document

New Here ,
May 29, 2020

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Hello,

Yesterday I created a file, and today I'm unable to access it. I get a pop up "Sorry, we can't open this document." 

catce57_0-1590744384381.png

I went to CC->Files-> Cloud documents. I wanted to revert to some earlier version of the document, but no success; the option "Revert"is absent, and all I can do is rename.

catce57_2-1590744590922.png

 

Also I checked earlier threads, and the user was recommended to contact the support team.

I reached out to the support team through chat, but the chatbot responds with, "We didn't find a supported product in your account."

 

 Help would be much appreciated. I would like to know whether it's possible to recover the file, or not, so that I can continue my work asap.

 

 

TOPICS
Data loss, Known Issue, Open and save docs, Product performance

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700

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May 29, 2020 0
Adobe Community Professional ,
May 29, 2020

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Please create a new one, save in cloud documents make changes and save again. Close open it in CC Docs and inform if earlier versions are available for that document?

Thansk

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May 29, 2020 0
New Here ,
May 30, 2020

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Nope, it doesn't work for new documents either. I still don't have the revert option.

 

Plus, the latest comment says that XD doesn't support Revert right now. 

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May 30, 2020 0
Adobe Employee ,
May 29, 2020

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Unfortunately, XD does not support revert at the time, only to open a previous version of the document and Save As. However, to resolve your initial problem, try rebooting your system and then access the document again. We had a service outage earlier this week that affected people's ability to open cloud documents, and a clean system reboot seems to have resolved the document access issues afterward. Let us know if that works!

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May 29, 2020 2
New Here ,
May 30, 2020

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The reason I wanted to try reverting to a previous version is because I can't open one of my files (when I try opening it,  I get a message instead, saying "Sorry, we can't open this document" ) . So I thought  that by reverting to an earlier version, I can access to and recover at least some part of my data. 

 

I tried rebooting my system and opening the file again, but it didn't work.

I can acces my other files just fine, and never had this problem before. I have this problem with only one of my documents.

 

 

But thank you for your suggestion, and I'm sorry about your service outage. 

 

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May 30, 2020 0
elainecc LATEST
Adobe Employee ,
Jun 01, 2020

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You should be able to select the version and click "Open in XD" in the upper right (above the list). Does that work? You can Save As a new document from there.

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Jun 01, 2020 0