/t5/illustrator-on-the-web-beta-bugs/my-project-files-are-not-showing-up-in-illustrator-cloud-not-syncing/idi-p/15544347Oct 13, 2025
Oct 13, 2025
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While I see all my shared files in projects in the adobe cloud and can see them in the web browser. I cannot open them in Illustrator. Does not matter how many times I restart my computer or sign in/sign out. The files do not appear.
Thanks for reaching out. Are you experiencing issues when trying to open files in Illustrator on the Web (Beta)? If so, could you confirm if you receive an error message, along with screenshots/a screen recording of the problem, so we can better assist you? Also, try using a different web browser and share your observations.
No, that's not the issue. I can perfectly open files in Illustrator on the Web (Beta). The issue is that I cannot open files in my desktop Illustrator. Both Adobe Creative Cloud and Illustrator are updated. But every time I try to open any file from the cloud, from my own projects it says: The cloud isn't syncing, make sure creative cloud desktop is updated or try restarting the app. I have even uninstalled it and install it again, and the problem persists.
I have already fully uninstalled the adobe creative cloud (including all my adobe apps). The problem is still there. Files are sync in the creative cloud, but not in illustrator.
Thanks for sharing those details. Please try signing out of the Creative Cloud desktop app, then restart your computer and sign back in. After that, open Illustrator and check if your cloud files appear under the 'Your Files' section.
If the issue continues, please confirm your operating system and Illustrator version, along with a short screen recording of what you see when trying to open the cloud files, so I can have this reviewed further.
I did it and it still didn't work. I see my files in the Creative Cloud, but in Illustrator I do not see them. If I try opening them directly from the Cloud it says the same error I posted on my previous image when launching Illusrator.
So no files appear under "My Files" (no local files, no shared files, no files contained in projects).
Any browser displays my files perfectly fine, the same as with the adobe creative cloud, I can see there all my files, but not in Illustrator. I have already tried to uninstall everything and install it again with signing out/signing in.
My operative system is Windows 11 Home (v. 24H2). Illustrator version 29.8.2 and it says 'Works on this device'.
I have also verified that the firewall is not blocking Illustrator. I have also checked tried accesing the files from different internet conections and the problem persists.
Thanks for your patience and for sharing all the details. Please try the following steps and see if this helps:
Close all Adobe apps, then remove the Creative Cloud Desktop app, CCLibrary, and CoreSync components using the Creative Cloud Cleaner Tool. Once done, reinstall the Creative Cloud Desktop app from this link, then relaunch Illustrator and check if your cloud files appear under Your Files.
If the issue continues, please try running Illustrator in Safe Mode and share what you observe.
Should the problem persist, share a short screen recording showing what happens when you try to access your cloud files in Illustrator, so I can review further.
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