Known Participant

Question

Unable to access my own documents. Says I'm not the "owner"

Forum|Forum|1 year ago
September 22, 2024
2 replies
952 views

I have had this a couple of times and I see it now as potentially very upsetting in the future when I come to work on documents I have created in the past. Trying to access some documents saved to the cloud, but when I try to open I get this:

I MUST have access because I created it myself. I am the only person who uses this account and am definitely the owner. I am scared now that everything I've ever done and saved to the cloud will be lost to me. Can someone tell me how to fix this "break" in the path to my documents?

Many thanks!

Brad @ Roaring Mouse

Community Expert

How are you attempting to open it...from within the app?

Where are you "seeing" the file in the app? In your Recents? or in Your Files?

How aboout in Your Creative Cloud app (signed in, of course), does the file show up in Your Files?

Did you previously have a school account you might have logged into accidentally when creating the file?

C

Carolyn32257242he70Author

Known Participant

Hi Brad,

I'm on desktop, opened Illustrator, in Your Files. I believe I'm signed in. I have only had this one account.

Just to check I went onto my creative cloud and yes, they show up in my files. I clicked on them and they opened In CC, but I can't really read them (black background and black font). So went back to Illustrator, they don't open in the app.

However, if I right click within creative cloud, and choose "Open", THEN when I go back to illustrator they're able to be opened within the app.

So it seems that there's some sort of "lock" on them to keep them online only - and if I want to work on them again I have to first open them in my creative cloud, and then I can open them in Illustrator...

Is this right? Is it best to always save to computer do you think?

Early on I stopped saving to desktop because the BIG document/book I was working on somehow corrupted and could not be opened (when it had been saved to computer), but was always able to be opened when saved to cloud.

It feels a bit "delicate"! Maybe this having to go to the cloud to open online documents before being able to use them in Illustrator is normal, but it seems like it should be automatic - If I'm logged in, and those files are "visible" inside Ai then I should just be able to click and open them.

Anubhav M

Community Manager

Hello @Carolyn32257242he70,

I am sorry to hear about your experience. Would you mind signing out of your Adobe applications and then signing back in using your email or social sign-in option, such as Google, Facebook, etc., to see if it helps?

Looking forward to hearing from you.

Thanks,

Anubhav

Ton Frederiks

Community Expert

I would be worried too, It seems best to contact Adobe support during the week, they can have access to your account.

Ask for an Agent when using the chat.

When signed in with the email associated with your Adobe membership here: https://helpx.adobe.com/contact.html?rghtup=autoOpen

C

Carolyn32257242he70Author

Known Participant

Hi Ton...

Thanks so much for the response and also the link. I'll contact them tomorrow!

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