Can not open Illustrator cloud document !!

[Elsa5EEC]

Hello! I have a problem opening my cloud illustrator documents.

I tried opening from the Creative Cloud > Your work > Cloud documents > Download, to export it locally, to restart and update the software and my computer.

But nothing works. Is there another way to get my files? It is urgent files I need. Thank you very much!

[Nancy OShea]

What happens if you go directly to your cloud storage online?

  https://assets.adobe.com

[Elsa5EEC]

I does not work neither. I tried "export locally" from there but nothing. Also "download" does not work... 

[Todd5E33]

I am having the same problem on 12-3-2020. Did you figure out a fix? Just wondering... Thanks, Todd

[Elsa5EEC]

No, I still can't access those files. Had to do it over again...

And when contacting the customer service, the guy just told me to do the steps I already did. In the end, he told me to restart my computer and just closed the conversation...So very not helpful.

[Heroicsly]

I have the exact same problem too.

One of my illustrations will not open or download from the cloud.

 I has a support ticket open but they closed it down after 48hrs with no solution.

Customer support is terrible, when i contacted support again they told me there is no ETA and i have to wait.

In future i'll be saving my work locally.

[Nancy OShea]

"In future i'll be saving my work locally."

==============

Which you should always, always do regardless and with dedicated backups just in case.

[Heroicsly]

Well that's rather difficult when you can no longer access, open or download the file that has literally just saved to the cloud.

[Amy5F9B]

so you agree that Adobe cloud is unreliable? Why do we pay for this service? I thought it would be more relaibel than local storage. I have 4 months of work I cant access. No ETA of when it will be resolved. When I pushed further, the customer service rep said he checked and I would not ever have access to those files, but will have access to future files that I save. THIS IS UNACCEPTABLE. Adobe engineers fix bugs. Why arent they fixing this??? Leaving thousand sof people in the lurch with no way to access their work????

[Elsa5EEC]

I agree with that, it's so frustrating to pay for that, lose all of your work and get zero support...It would just be better for Adobe to remove this cloud thing from the functionalities.

[Y5C6E]

What an unhelpful answer, yes we should always make backups of our work - but the whole point of the cloud is to be able to save and retrieve documents from said broken cloud.

I have a similar experience (I have too raised with adobe) where I cannot work from one device (ie. my macbook) and then access them on another (ie. my iMac), I am using both AI 2020 and AI 2021 on both devices (I have a plotter machine that I export to directly which does not yet support AI2021) and no matter which combo of saving on whichever version of software/device I create or work on, can I then retrieve on the other. Sometimes I have had some luck quitting and restarting both computers or using the assets, but I might as well just save locally or use a third party cloud service!

[RoanRk]

What worked for me is to duplicate it.

[Stine5D38]

Duplicating the file helped for me aswell

[Mikael5CDC]

How do I duplicate a file in Creative Cloud?

[browndobe]

Right click on the document and hit duplicate. Once it syncs, you can open up the new document. Don't know why this works, but it does.

[Mikael5CDC]

Really thought I'd tried that, but obviously not...

It worked, thanks!

[MsBC23]

You saved me mate, thanks.