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Unable to download cloud documents

Community Beginner ,
Sep 07, 2024 Sep 07, 2024

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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 ;(

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Bug , Sync and storage

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Community Expert ,
Sep 07, 2024 Sep 07, 2024

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Community Beginner ,
Sep 07, 2024 Sep 07, 2024

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

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Community Expert ,
Sep 07, 2024 Sep 07, 2024

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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

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Adobe Employee ,
Sep 09, 2024 Sep 09, 2024

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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

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New Here ,
Sep 09, 2024 Sep 09, 2024

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

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Adobe Employee ,
Sep 10, 2024 Sep 10, 2024

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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

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New Here ,
Sep 10, 2024 Sep 10, 2024

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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

patrykh7308009_1-1725972654155.png


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

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Adobe Employee ,
Sep 10, 2024 Sep 10, 2024

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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

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New Here ,
Sep 10, 2024 Sep 10, 2024

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Adobe Employee ,
Sep 10, 2024 Sep 10, 2024

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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

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New Here ,
Sep 10, 2024 Sep 10, 2024

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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.

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