Installing on School Network - Cannot open cloud documents

[Lysidium]

Hi there,

I'm using Illustrator CC on the network of teh school I work for which does not use Adobe CC.
Even though I have been able to install the CC Desktop app and Illustrator, when attempting to open my cloud documents it says...

"Can\t open file. The account you signed in with doesn\t have access to this file. Contact the owner for more info"

- I am the owner of the document.
- Cloud Sync is working correctly (I can navigate and see my files).
- Illustrator is correctly displaying my account as logged in.
- I have tried signing out of all login instances and back in with no effect.

Any advice would be gratefully received. If you need any further information, please let me know.

[Anshul_Saini]

Hi @Lysidium,

Sorry for the delayed response. I hope this issue is resolved by now. If not, would you mind trying the steps suggested by LuthersnowAK & Yusuf Matra on this community post (https://community.adobe.com/t5/creative-cloud-services-discussions/cloud-documents-not-opening-on-de...) and let us know how it goes?

If it doesn't, would you mind confirming if you have tried a different Internet connection, such as a mobile hotspot and if this is happening with a specific or all?

Kindly update the discussion if you still need assistance with it. We'd be happy to help.

Thanks & Regards,
Anshul Saini

[Trent26385247pnmz]

I am having the same error message and I have been unable to open a file I made for a month now. I created the file in Illustator on my laptop but now it is not letting me open it by saying "Can't open file. The account you signed in with doesn't have access to this file. Contact the owner for more info". This is very frustrating because I am the owner! I tried the steps by LuthersnowAK & Yusuf Matra but that didn't work. I also tried while connected to my phone hotspot instead of my home wifi and that made no difference. Please help me gain access back to my file Anshul.

Trent

[Anshul_Saini]

Hi @Trent26385247pnmz,

Sorry for the delayed response and the trouble. I hope the issue is resolved by now. If not, would you mind trying a couple of steps and see if that helps:

• Update to Illustrator v27.0
• Please try logging in with the alternate one if you have one. It's possible default profile has changed for you.
  If you don't get the profile option when login to the app or Creative Cloud, try the following steps to turn it off:
  - Sign in to your Adobe Account with your email and password.
  - Go to Account and security > Sign-in and security.
  - Turn off the Select my profile automatically option.

If it doesn't help, I would recommend you further connect with our Teams supports (https://helpx.adobe.com/enterprise/using/support-for-teams.html).

Please feel free to reach out if you need help contacting them or need assistance with anything else.

Thanks & Regards,
Anshul Saini