Unable to download cloud documents

[David Kinorani]

Hey Community,
After multiple hours of attempts, I struggle to get access to an illustrator project.

I tried to load it in Illustrator, it fails. I tried to access it via the cloud version of Illustrator, it fails. I tried to download from cloud document, it either fails, or manage to download a 0kb file. Sometimes I get 'download failed', or 'export failed' errors.

I trieds both on Mac and Windows, in different browsers, CC app and Illustrators.

Help ;(

[Ton Frederiks]

Did you try to download it from:

https://www.adobe.com/files/cloud-documents

[David Kinorani]

Thanks, I did indeed. I get an empty file downloaded.

[Ton Frederiks]

Unless someone else has some more suggestions, you may want to contact Adobe Support here and ask for an Agent:

: https://helpx.adobe.com/contact.html?rghtup=autoOpen

[Anubhav M]

Hello @David Kinorani,

I am sorry to hear about your experience. Would you mind sharing a link to the Cloud Document you're having trouble with (https://helpx.adobe.com/in/creative-cloud/help/share.html#:~:text=Share%20links%20to%20a%20cloud%20d...) so we can check it on our end?

Note: While sharing the file, kindly make the link public and enable the option to Save a Copy under Link Settings.

Looking forward to hearing from you.

Thanks,

Anubhav

[patrykh7308009]

same here, every file i download from adobe has 0 B

[Anubhav M]

Hello @patrykh7308009,

I'm sorry to hear that. Would you mind sharing a public link to the Cloud Document you're having trouble with so we can check it on our end?

Looking forward to hearing from you.

Thanks,

Anubhav

[patrykh7308009]

every file thats on my cloud - i tried on multiple devices (PC, ipad, and phone) and everytime i download it's 0 B or error that i cand download it  - EVERY FILE AND I HAVE 42 GB

test file: https://alpha.photoshop.adobe.com/id/urn:aaid:sc:US:2b263d8f-caf8-4c38-8c9f-c379995dd8b1

[Anubhav M]

Hello @patrykh7308009,

Thanks for sharing the details. Would you mind resharing the file after enabling the option to Save a Copy so we can check it on our end?

Looking forward to hearing from you.

Thanks,

Anubhav

[patrykh7308009]

it's already turned on https://alpha.photoshop.adobe.com/id/urn:aaid:sc:US:2b263d8f-caf8-4c38-8c9f-c379995dd8b1

[Anubhav M]

Hello @patrykh7308009,

Thanks for confirming. I could download the file as a PSD using the link provided. Would you mind using a different web browser/device to access the link and checking if it helps?

Looking forward to hearing from you.

Thanks,

Anubhav

[patrykh7308009]

when i open it in web photoshop im able to download it too - but when i click download here https://www.adobe.com/files/cloud-documents its not working - i hope you don't want me to open every file of 42gb and download them? I already tried different browsers, and DEVICES.