"Can't load cloud documents" pops up almost everyday while working

New Here ,
May 05, 2022 May 05, 2022

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For the past few weeks, while I'm using Illustrator and go to open a new document, I get the above message. Often, when the documents window opens, I can see all my cloud documents, then after a second, they disappear and it says "can't open cloud documents". I can go to creative cloud and open them there. Sometimes if I restart Illustrator, they're there when I reopen the program but only about half of the time, and that isn't a great fix anyway since I often have a few documents open at a time while working and don't want to have to close and reopen Illustrator multiple times during the day. Illustrator & creative cloud are both up to date, creative cloud is online, and I'm working on a 2015 macbook pro running Big Sur. 

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Adobe Community Professional ,
May 05, 2022 May 05, 2022

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Unbless you 100% need to use the cloud, I would use the safer more reliable route of storing locally, then backing up to a cloud if you need these documents shared or access to from any random computer.

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Adobe Employee ,
May 05, 2022 May 05, 2022

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Hi @Eileen5E0A,

 

I am sorry to hear about your experience. Would you mind sharing a few more details like:

  • The exact version of macOS & Illustrator
  • Are there any recent changes made to your system? For example, any antivirus, system updates, plugins, or web extensions installed recently.
  • Do you use a proxy or VPN?
  • Have you clean reinstall the Illustrator & Creative Cloud app?

 

Also, I would request you to perform the following steps in order:

  • Reset Illustrator preference manually:
    Close all Adobe applications, and then go to the following locations:-
    ~/Library/Caches
    ~/Library/Application Support/Adobe
    ~/Library/Preferences
    Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 26 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 26 Settings.old

 

Note: Location starting with this "~" sign indicates the User Library, which is hidden. So, you need to copy & paste the exact path in spotlight search or from Finder Menu > Go > Go to Folder > Paste the location in the dialog box like this:

Anshul_Saini_0-1651782881503.png

 

Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will
launch with default settings. You can also take a backup of the folders in case you want to. The location is mentioned above.

 

  • Go to the following location and delete all the files & folders inside it:
    ~Library/Application Support/Adobe/OOBE
  • Rename the CEP folder to CEP.old from the following location:
    /Library/Application Support/Adobe
  • Rename the UXP folder to UXP.old from the following locations:
    /Library/Application Support/Adobe
    ~/Library/Application Support/Adobe

 

Launch the app from the Creative Cloud Desktop app and share your observation with us.

 

We will be looking forward to your response.

 

Thanks & Regards,

Anshul Saini

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