Documents not found on device

New Here ,
Feb 24, 2022 Feb 24, 2022

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Hello,

Since yesterday my laptop is not able to open any Illustrator documents I saved in the Creative Cloud. When I try to open a file, the error message is as follows:

 

"Unable to open "Untitled-1" because it is not found on your device. To recover this document, click Learn More"

 

First of all, the learn more button does not work. I can however open the files on another pc without any problems. I have tried re-installing Illustrator and Creative Cloud, but that did not work. The problem is only with Illustrator docuements, not with other files saved in the Cloud.

 

Since I am able to open the documents on another pc, the problem is likely to be with my laptop, but I have no clue what it could be. Could someone help me with this?

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Bug , Sync and storage

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Adobe Community Professional ,
Feb 24, 2022 Feb 24, 2022

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Are you talking about cloud files: .aic or files saved in your Creative Cloud Files folder?

Is synching working in the CC app?

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New Here ,
Feb 24, 2022 Feb 24, 2022

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I am talking about files saved in my CC files folder. As long as I can see, syncing still works.

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Adobe Community Professional ,
Feb 24, 2022 Feb 24, 2022

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So double clicking a file in that folder does not open it?

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New Here ,
Feb 24, 2022 Feb 24, 2022

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Nope, that does not open it.

 

Btw, I now see that they are saved as .aic in the CC files folder, I am not sure if that changes anything...

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Adobe Community Professional ,
Feb 24, 2022 Feb 24, 2022

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That changes everything. .aic files are a different, cloud only based, file format and are sometimes saved locally.

You could try to make them available offline.

Or check the CC app > Files > Your Files, select a file, click the 3 dots on the right of the window, choose View on web.

With the document open in a browser window, click another 3 dots to download the file.

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New Here ,
Feb 24, 2022 Feb 24, 2022

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Making it available offline unfortunetely does not change anything.. So this means I have to download each and every file if I want to edit it again? 

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Adobe Community Professional ,
Feb 24, 2022 Feb 24, 2022

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I don't know how many .aic files you have saved.

You cannot save them in your CC files folder so you are talking about a different file format.

If you can see them in the CC app as Your Files but cannot open them, I suggest to contact Adobe support:

Welcome to Adobe Customer Care! Need help?

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New Here ,
Feb 24, 2022 Feb 24, 2022

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Yeah I can see all of them in Your Files but the weird thing to me is that I can open them with my account on a different computer..

 

Anyways, I'll contact Adobe support. Thanks a lot for you help!

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Adobe Community Professional ,
Feb 24, 2022 Feb 24, 2022

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Good, hope they can help and let us know when they found the solution.

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