files which was saved in the cloud suddenly disappeared

[Kevin Alviano]

My work a few hours earlier which was saved in the cloud suddenly disappeared and now I open the application a notification appears like this (in the attachment). Any help?

[Ares Hovhannesyan]

Did you check your delete folder in CC Web?

[Anshul_Saini]

Hi @Kevin Alviano,

I'm sorry to hear about the issue you're experiencing with your cloud documents. Based on the screenshot you've provided, it appears that there might be a problem with syncing your files to the cloud, and it's displaying the message "Can't load cloud document. Something went wrong....."

This issue could be related to network problems or other factors. Here are some steps you can try to resolve it:

• Make sure you have a stable and active internet connection. Sometimes, poor or intermittent connectivity can cause sync issues.

• Try signing out of your Adobe Creative Cloud account within the application and then signing back in. This can refresh the connection and resolve syncing problems.

• Close and reopen the application to see if the issue persists. Sometimes, a simple restart can fix temporary problems.

• We have a helpful guide for troubleshooting cloud document issues. You can find it here: Cloud Document Troubleshooting.

• Ensure that Creative Cloud Sync is enabled and functioning correctly. You can refer to this article for more information: Creative Cloud Libraries panel doesn't load in desktop products

If these steps do not resolve the issue, please provide more details about your setup, including your operating system, application version, and any recent changes that might have triggered this problem.

This additional information will be helpful in diagnosing the issue further.

Best,

Anshul Saini