Can't open the file because somehow I am not the owner (although I created the file a minute ago)

[Pasha Ban]

Dear community,

I have problem with an Illustrator (again and one of many). I have created a file and saved it on cloud. Immediatelly after closing it I have tried to open it just to being shown the error message that Illustrator can't open the file as I don't have acces to this file and that I should contact the owner. I am the only owner of license and the creator of it - I literally created that file several minutes ago on the same desktop device. How is that even possible? It shows the file isn't synced - but the internet connection is pretty fine.

I must say I thought that saving my files on cloud will be a big relief and a time saver for me, but it's the exact opposite - constantly having all kinds of problems from conflicts with syncing file updates between my desktop devices, through problems with not available autosaving, messing up my text and letters positions, to banning me out of my own files... guess the creative cloud won't ever really compare to an external harddrive.

Thanks for your advices!

[Pasha Ban]

And just to make it clear with messing up my texts, this is an example. Two desktop devices, both with original windows 10, both with the same original Adobe license (therefore I am assuming also both the same up-to-date version). Getting messed up text EVERY. SINGLE. TIME.

[Ton Frederiks]

Can you download it from https://assets.adobe.com/cloud-documents

[Monika Gause]

You said that it's not synched - is file synching turned on in the Creative Cloud app?

[Mike_Gondek]

I see you have just a generic blue avatar icon. I would click on that and comfirm exactly which license you are logged in as. You can also check in the adobe cloud app. I personally configured my account to have an avatar, so for the purpose of confirming if I am logged in as my work account or my personal adobe account.

[Anshul_Saini]

Hello @Pasha Ban,

I'm sorry to hear about the issues you're experiencing with Adobe Illustrator and Creative Cloud. It can be frustrating when technical problems interfere with your creative work.

The error you're encountering, where Illustrator claims you don't have access to your own file, could potentially be related to your Adobe profile or licensing. Adobe allows for multiple profiles or accounts, and it's possible that you might have accidentally switched to a different profile, which is why you're experiencing this issue.

If you're not seeing the option to switch profiles, you might need to enable it. We have detailed instructions on managing profiles here: Adobe Help - Manage Adobe profiles.

Once you've ensured you're using the correct profile, try reopening the file. If you continue to face issues, please provide more details, and we'll do our best to assist you further.

Regarding the other issues you've mentioned, these could be related to files modified on different Adobe apps or third-party apps. If you'd like help with those, please share more details, like when the file was created, where it was saved, and whether it was opened in another app or an older version of Illustrator, and we'll provide guidance.

I hope this helps resolve the access issue for your file!

Best,

Anshul Saini

[Dear Kathryn]

Respectfully, this isn't the issue. I, for example, only have one profile on Adobe CC. When I create a file and save it to the cloud, I can't reopen it and there's no other "third party" program that's touched it in between. The solution of downloading all files from the cloud each and every time just isn't time efficient or feasible. The programs need to work correctly, otherwise why are we paying for them?

[Ton Frederiks]

You can try if Adobe support can help you open your file.

Use this link and ask for an Agent:

https://helpx.adobe.com/contact.html?rghtup=autoOpen

[Anubhav M]

Hello @Dear Kathryn,

I'm sorry to hear about your experience. Would you mind sharing a link to the cloud document you're having trouble with (https://adobe.ly/3LVmHTh), and a screenshot of the error message, so we can check it on our end?

Note: While sharing the cloud document, kindly make the link public and enable the option to Save a Copy under link settings.

Looking forward to hearing from you.

Thanks,

Anubhav

[strayarte]

Hi there, I am currently having the same issue. I only have one Adobe account, and I am attempting to open a file from my cloud files and it says I don't have permission and that someone else owns it. I tried a work around by going to the creative cloud app and downloading it, but then it essentially just flattened my work and it shows up as a jpg instead of an editable and layered Illustrator file. This is incredibly frustrating, I no longer trust saving things to the creative cloud. 

[Stephannie257953483w2y]

same problem and online help isn't available right now, you've got to be kidding me, i cannot access my own files, it is beyond frustrating

[Monika Gause]

Can you log out of your account and then in again?

[Siripreya36397487zqbw]

I have the same issue I try to log out, reinstall and still can not access my file

[Anshul_Saini]

Hello @strayarte, @Stephannie257953483w2y, and @Siripreya36397487zqbw,

I understand how frustrating it is to experience these file access issues.

@strayarte and @Stephannie257953483w2y: Could you please share a screenshot of the error message you’re encountering? Additionally, have you tried signing out and signing back into your Adobe account to refresh your connection to the cloud?

@Siripreya36397487zqbw: Since you mentioned being unable to access your files even after reinstalling, it’s worth checking if you’re logged into the correct profile. As a Teams user, you likely have both a personal profile and a business profile. Please ensure you’re logged into your business profile and check if that resolves the issue.

Looking forward to your responses so we can assist you further!

Best regards,

Anshul Saini

[Lukedangerr]

My files do the same thing, go from saved (green tick) to a grey cloud, and saying “no access, you do not own this file, contact the owner for more info” when I try and access them. I have only one account, and this seems to happen when I’m not on adobe for an extended period, however I never change accounts. It happened before and I had to redownload 70 files from the creative cloud. I’d rather not do that again. How can I get access back to my own files? Why is this happening?

[Anubhav M]

Hello @Lukedangerr,

Could you check if your files are available online at the cloud-documents portal (https://adobe.ly/3T9DntX)?
If yes, please try logging out of the Creative Cloud Desktop application and then signing back in to see if it helps. If the problem persists, try the following steps and share your observations:

• Close all Adobe applications
• Remove the Creative Cloud Desktop application, CCLibrary, and CoreSync using the Creative Cloud Cleaner Tool (https://adobe.ly/43uHBlX)
• Reinstall the Creative Cloud Desktop application (https://adobe.ly/4mSJPU0)
• Relaunch Illustrator

Looking forward to hearing from you.

Anubhav

[Lukedangerr]

My Files are "Online Only" on the cloud, although syncing is up to date, it does cloud is updating, however wont go past 25%. I cannot log out of creative cloud, as its stuck updating at 25%. Ive linked screenshots.

[Anubhav M]

Hello @Lukedangerr,

Thanks for sharing the screenshot. It seems there is a problem updating the Creative Cloud Desktop application. To fix this, please try the following steps and check if they help:

• Close all Adobe applications
• Remove the Creative Cloud Desktop application, CCLibrary, and CoreSync using the Creative Cloud Cleaner Tool (https://adobe.ly/3ZWp5R4)
• Reinstall the Creative Cloud Desktop application (https://adobe.ly/3TdhQ3s)
• Relaunch Illustrator

Looking forward to hearing from you.

Anubhav

[Lukedangerr]

I am relucant to use the Creative Cloud Cleaner Tool, as There is 2 years worth of work on there, And As it is unaccessible to me, I cant back any backups. I do not wish to lose all my files. 

[Anubhav M]

Hello @Lukedangerr,

Reinstalling the Creative Cloud Desktop application will not affect your local files. If you are using Cloud Documents, you can check if your work is synced here (https://adobe.ly/43XCQAp) before proceeding.

Anubhav

[Lukedangerr]

I cant uninstall CC, even though Ive uninstalled all apps I have surrounding it. I cant open the cleaner file, I click to open it and simply nothing happens. Is there any professionals I can see that can help with getting my files back? Im Over being delayed by this stupid bug. 

[Monika Gause]

In the Creative CLoud app is there a list of apps that are still installed?

Is your account managed by your company's IT?

Do you have any special security measures installed on that computer?

Are you running a released version of the operating system?

It also doesn't help that it's the weekend.

[Lukedangerr]

Yeah I know, its been an issue for weeks. Its all my private laptop, so no software or privacy/security things installed.  I signed out of CC, still files are "Online Only" (no access). I uninstalled and reinstalled CC, still the same issue. 

[Monika Gause]

Do you see the files when you log into the Creative Cloud?

assets.adobe.com

Can you then download them?

Is it only one file or many?

WHen cloud files do not work, is it possible to just work with local files?

[Lukedangerr]

Yeah all the files are there, however the ones I don't have access to "You do not own this file, contact the owner for more info" say "only available online" on CC, however they are there. Last time it happened, I redownloaded them all back off the cloud, but there's 60 some files, So I don't want to do that again. Is there any way for the software to recognise in the owner again? I'm reluctant to use the cleaner tool in fear of losing my files.