Adobe Fresco - Will not open cloud documents - iPad Pro

[defaultkpjp2ccle810]

Hello, 

I am unable to open any of my cloud files. It is stuck on the “Opening” prompt but the progress bar doesn’t move. I've tried to make a number of the files "Available Offline" but that just gets stuck and doesn't move at all. I’ve tried on multiple devices, multiple WiFi networks, reinstalled all Adobe apps, etc. 

Please let me know how I can access these files. I have spend >1,000 hours of times on all the files and now all the sudden I can’t access them.

Thank you. 

App Version: 4.4.2.4.4.2.2050 (64-bit)
OS Version: 16.3.1
Device Model: iPad Pro 12.9"
Available Memory: 560 MB
Total Memory: 5652 MB
Free Disc Space: 98478 MB
Total Disc Space: 244023 MB

[Imaginerie]

Sometimes the CC app gets stuck and prevent files to sync properly.

You can try to reset the CC app following this advice:
https://community.adobe.com/t5/download-install-discussions/reset-the-creative-cloud-desktop-app-to-...

Be also sure that:
You are connected with the same account/email address as when you downloaded the software first time.

You have enough space in the CC cloud
to see that in creativecloud.adobe.com/cc/

[defaultkpjp2ccle810]

Hello,

Thank you for your email. I did as you suggested and it did not solve the problem. I am still unable to load any of my documents on Fresco. Also, my Creative Cloud is stuck in an infinite file sync as it shows as always syncing. I have attached a picture of the file sync error on my desktop. I also attached a picture of what I see in my iPad (the opening prompt status bar never moves).

It's all the same login information (Alan.ODonnell@cchmc.org). I only have 29.8GB used of my 1TB limit of cloud storage.

I spent a good deal of time speaking to an Adobe representative yesterday and tried a number of different combinations of uninstalling, reinstalling, etc. They stated that you would have access to that chat transcript so you'd be able to see what steps have already been taken.

What are the next steps as I am still unable to open any of my cloud documents on Fresco on my iPad nor my iPhone.

—Personal information removed by moderator

[Imaginerie]

I would log a bug directly in the app, by going to the app settings (cog wheel at the top right of the window)

Alternatively, you can try to contact Adobe webchat (the bubble speech at the bottom right of this page)
https://www.adobe.com/us/products/fresco.html

where you can speak to someone.

The first interaction will be with a bot, but you can request to speak with a real person.

[defaultkpjp2ccle810]

Hello,

Thank you. I already reported a bug. I haven’t received a response yet. I thought that your response was a response to my initial bug report? Approximately how long is the wait time for a reply from the bug report? It’s been 5 days now and I am unable to access any of the hundreds of files I have on Adobe’s Cloud. I need a number of them daily for my job.

Also, I spoke with someone via chat for around 1 hour yesterday. After many different attempts, we were unable to fix the problem and they told me to report a bug.

Could you please advise as to next steps? Also, could you please let me know what the typical turnaround time is for problems like this?

Thank you for your help!

[Imaginerie]

I think it's now in the hands of Adobe employees (of which I am not 🙂 )
I can't really answer about what their timeframe is, sorry...

[defaultkpjp2ccle810]

Ohh, okay. I apologize I misunderstood. Well thank you so much for the help and suggestions! That will definitely help when we try to figure out the root cause.

Thanks again!!

[Imaginerie]

Absolutely no problem!

Let's hope an Adobe employee sees this thread and find a solution for you...
Good luck!

[harvey_4134]

Hi, I am experiencing the same issue when trying to open my desktop photoshop files onto my Ipad, did this end up getting resolved?

[Anubhav M]

Hello @harvey_4134,

Could you share more details, like the exact model of your iPad, the version of the OS/Fresco installed, and if Fresco behaves this way with all files, so I can better assist you?

Looking forward to hearing from you.

Anubhav

[laiba.shahidd]

I am facing the same issue. My fresco kept crashing in the middle of work and then when i opened it. I couldn't access any files since it kept saying saving. I reinstalled it, now it's just stuck on the opening prompt. None of the files are opening.

Details:

fresco version: 6.1.5

ipad: 7 Gen, 16.6 os