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User account removed, shared files downloaded, but I am unable to Upload assets to my storage

New Here ,
Dec 06, 2022 Dec 06, 2022

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An employee left us a few days ago. In the Admin Console I removed the user & selected the option to transfer their content (Project files). I was able to download all of them which were sent in an email as several zip files (https://helpx.adobe.com/enterprise/using/asset-reclamation.html). However I am having issues with doing anything with these files. When I unzip the files they are all .PSDC and .AIC files. Photoshop and Illustrator does not recognize and will not open these files. The error message is: "Could not open “file-name.psdc” because cloud documents that have been exported as local files cannot be opened."

 

I then found the article that said I needed to "Upload assets to your storage account" (https://helpx.adobe.com/enterprise/using/upload-reclaimed-assets.html). While reading through this I was trying to figure out where the .PSDC and .AIC files are supposed to be uploaded. I read this part:

"Upload assets, such as .aic,.psdc,.xdc files in the cloud-content folder only to the Files > Your Files folder in the Creative Cloud desktop app. Do not upload the files to Files > Your libraries in the Creative Cloud desktop app." However when i am in the CC desktop app, under Files > Your Files it will not accept these file types either. The error message here is: "Filetype(s) not supported. Upload a PSD, AI or XD file to try again."

 

I have also tried uploading them on the Creative Cloud website under Your Files > Synced Files but I get the error message: "Uploading PSDC file via the web isn’t supported."

 

I then tried using the support chat. I was transferred 2 times, spent 2 hours in chat, and the support associate kept misunerstanding the situation and talking in circles. When I asked him to escalate the issue to another person he said he would check, then closed the chat.

 

So long story short, can someone please assist me with being able to access these files?

 

Screenshots are attached for the various errors.

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Admin console , Manage account , Services and storage , Users and groups

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correct answers 1 Correct answer

Adobe Employee , Jan 31, 2023 Jan 31, 2023

@AdamKipple You can make a copy of the PSDC file, rename it to .PSD and try uploading it to the application or on the desktop app.

You can test the same thing for the AIC file by renaming it to .AI format  and that should resolve your issue.

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Adobe Employee ,
Dec 08, 2022 Dec 08, 2022

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Hi @AdamKipple ,

 

Sorry for the inconvenience caused.

 

Did you try contacting support via the Admin Console by navigating to the support tab?

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New Here ,
Dec 09, 2022 Dec 09, 2022

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Hey iCharles,

 

Yes that was where I talked to the support representative. It was through chat, the first guy transfered me to business account support (if thats what its called). The next guy transfered me to a specialist. The specialist wrote in very broken english, didn't quite understand what my issue was, and eventually closed the chat.

 

There are client files that we really need access to and at least one project that is completely on hold at this moment because of this.

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Community Expert ,
Dec 09, 2022 Dec 09, 2022

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Contact support again with the case number via the admin console.

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Dec 17, 2022 Dec 17, 2022

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I'm having the same problem. Why can't I upload and use archived psdc files?

I contacted customer service but ended the chat.

Please help me to work with the archived psdc file quickly. It's very urgent.

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Community Expert ,
Dec 17, 2022 Dec 17, 2022

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@sungl60939670 

 

do you have a teams or enterprise subscription?

 

if yes, are you the administrator?

 

if yes and yes, open the support tab on your admin console > start chat or start case or request expert session. https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

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Community Expert ,
Dec 17, 2022 Dec 17, 2022

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You need to contact support via the admin console: https://adminconsole.adobe.com/support

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Dec 18, 2022 Dec 18, 2022

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I was able to temporarily solve this problem in the following way.

Come to think of it, Photoshop currently has a web version (beta).

https://photoshop.adobe.com/

Hope this article helps.

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New Here ,
Dec 18, 2022 Dec 18, 2022

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In the web version of Photoshop, PSDC files could be imported.

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New Here ,
Dec 19, 2022 Dec 19, 2022

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I did some tests and it can read only half of about 124 PSDC files.

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Community Expert ,
Dec 19, 2022 Dec 19, 2022

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@bitdang 

 

do you still need help?

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Adobe Employee ,
Jan 31, 2023 Jan 31, 2023

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@AdamKipple You can make a copy of the PSDC file, rename it to .PSD and try uploading it to the application or on the desktop app.

You can test the same thing for the AIC file by renaming it to .AI format  and that should resolve your issue.

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Explorer ,
Sep 04, 2023 Sep 04, 2023

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@AdamKipple Were you ablel to solve this? I'm having the exact issue. Downloaded reclaimed files but can't upload them back to the cloud because of "filestype not supported" (.aic, .psdc, .xdc).

Thanks.

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