I keep getting the same message "Something went wrong. Please restart the app and try again" when I try to access a cloud document. It also says I am working offline even though I am connected to the internet.
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Without any info about your system and your network configuration we can't really tell you much. Start by reading this:
Even if it's meant for the install, some of the steps may help to track down your issues.
Can you download the doc to your computer?
"when I try to access a cloud document"