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'Something went wrong' No access to Cloud Documents from Adobe Illustrator and Photoshop

Community Beginner ,
Nov 21, 2021 Nov 21, 2021

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When trying to access files 'Your Files' on the Cloud Documents screen of both Illustrator and Photoshop on my MacBook Pro 14" M1Pro running MacOs12.0.1, I get the 'Something Went Wrong' screen and none of my cloud are accessible (I can see them on my iPad Pro). 

 

All Creative Clouds are up to date as is the MacOS.

 

Any ideas on how to fix this.

Thanks

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File sync , Libraries

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correct answers 1 Correct answer

Adobe Employee , Nov 29, 2021 Nov 29, 2021

Rich, what process did you use to move your files to the new MacBook Pro?

 

If you used the Migration Assistant, please download and run the CC Cleaner Tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to remove the Adobe apps and components that were copied to the new computer.  Once the applications are entirely removed, you can follow the steps listed in https://helpx.adobe.com/creative-cloud/help/download-install-app.html to install any Adobe ap

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Community Expert ,
Nov 22, 2021 Nov 22, 2021

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Community Beginner ,
Nov 29, 2021 Nov 29, 2021

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Thanks @kglad  - but I tried all those before posting the question here...running OS12.0.1 Monterey on the new M1 Pro Macbook Pro 14".

 

Any other thoughts?

Thanks again

Rich

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Adobe Employee ,
Nov 29, 2021 Nov 29, 2021

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Rich, what process did you use to move your files to the new MacBook Pro?

 

If you used the Migration Assistant, please download and run the CC Cleaner Tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to remove the Adobe apps and components that were copied to the new computer.  Once the applications are entirely removed, you can follow the steps listed in https://helpx.adobe.com/creative-cloud/help/download-install-app.html to install any Adobe applications you wish to use on the new MacBook Pro.  The available Universal Adobe apps and components will be installed automatically as part of this process.

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Community Beginner ,
Nov 29, 2021 Nov 29, 2021

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Thanks Jeff, I did migrate, so I'll try that cleaner tool.

 

Appreciate your help - will update and approve answer when/if it works...fingers crossed.

 

Thanks again

Rich

 

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Adobe Employee ,
Nov 29, 2021 Nov 29, 2021

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Thanks, Rich. We look forward to your update!

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Community Beginner ,
Nov 29, 2021 Nov 29, 2021

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Thanks Jeff - all is good to go, I ran the CC Cleaner and then re-installed all the apps and the Cloud Files are all now visible.

 

Really appreaciate your help with this - couldn't find that solution anywhere.

All the best

Rich

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Adobe Employee ,
Nov 29, 2021 Nov 29, 2021

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Hi Richard,

 

I'd check whether the Cloud Documents are loading successfully here: https://assets.adobe.com/cloud-documents

 

Provided that they load correctly there I would try uninstalling and reinstalling PS & AI next. It is possible the current installations were damaged when upgrading to Monterey. If that doesn't fix it I'd try contacting and working with support directly. https://helpx.adobe.com/contact.html

 

This may also be helpful:
https://helpx.adobe.com/download-install/kb/macos12-monterey-known-issues.html


Best,

Dave

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Community Beginner ,
Nov 29, 2021 Nov 29, 2021

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Great, thanks Dave - yup all the files load there and on other devices. I'm going to try the CC Cleaner, as suggest by Jeff, which will do the same uninstall and reinstall.

 

Thanks for you help.

Rich

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Community Beginner ,
Nov 29, 2021 Nov 29, 2021

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Thanks again Dave - the CC Cleaner deleted all the apps, and when re-installed all the Cloud files were visible.

 

Really appreciate your help as I couldn't find that as an option anywhere.

 

All the best

Rich

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Adobe Employee ,
Nov 29, 2021 Nov 29, 2021

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No problem Rich, glad to hear you were able to get it sorted.

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