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InDesign 20.0 and 20.1 Crashing When Opening Specific Cloud Document

Community Beginner ,
Oct 15, 2024 Oct 15, 2024

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I have an .indcc document saved to the Cloud which I was happily editing earlier today. Now when I try to open it, either in 20.0 or Beta 20.1 InDesign crashes. It is a particular file that won't open, other files are fine.

"Adobe InDesign is shutting down. A serious error was detected. Please restart InDesign to recover work in any unsaved InDesign documents."

How do I get the file back up and running please?

I'd be happy to upload the file here if I could find a way to grab it

 

 

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Community Beginner ,
Oct 15, 2024 Oct 15, 2024

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When I try to download the file from https://assets.adobe.com, it gives the "Something went wrong and we can’t download this right now. Please try again later."

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Adobe Employee ,
Oct 15, 2024 Oct 15, 2024

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Hi @thomd61141163,

 

Thank you for bringing this issue to our attention. I understand how concerning it can be when a specific document won't open in InDesign. To assist you better, could you please provide the following details:

  1. The operating system you are using.
  2. A screen recording that shows what happens when you try to open the document.
  3. A screenshot of the error message you receive.

If possible, please share the .indcc file with us for testing as well.

In the meantime, you can refer to this article about handling corrupt documents: Managing Versions in InDesign.

 

Looking forward to your response!

 

Best,
Abhishek Rao

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Community Beginner ,
Oct 15, 2024 Oct 15, 2024

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Here's a movie with all the details.

I cannot see how to send you the file - if you tell me, I'll do that

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Adobe Employee ,
Oct 15, 2024 Oct 15, 2024

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Hi @thomd61141163,

 

Thank you for sharing the video; it helps us understand the issue better. Given that you are using macOS 14.6.1 on a MacBook Pro M2 with 24 GB of memory, we can try a few steps to resolve this.

To share the .indcc file with us for testing, you can follow these steps:

  1. Open the Creative Cloud Files folder where your document is saved.
  2. If it's stored in the cloud, you may need to download it to your local drive first. (Click the triple dots option once you have opened the file window in Creative Cloud > Download)
  3. You can upload the document to a file-sharing service (like Google Drive or Dropbox) and share the link with us.

In the meantime, please refer to this article about handling corrupt documents: Managing Versions in InDesign.

 

Let me know once you've uploaded the file or if you need further assistance!

 

Looking forward to your response.

 

Best,
Abhishek Rao

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Community Beginner ,
Oct 15, 2024 Oct 15, 2024

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Can't download!

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Community Beginner ,
Oct 15, 2024 Oct 15, 2024

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And there are no previous versions for some reason - see screenshot

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Adobe Employee ,
Oct 15, 2024 Oct 15, 2024

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Hi @thomd61141163,

 

Thank you for your update and for your patience. I'm sorry to hear that you're having trouble downloading the file.

 

Please try using the following link for guidance on sharing your cloud document: How to Share Links to a Cloud Document. This article provides step-by-step instructions that may help you successfully share the file with us.

 

Looking forward to your response!

 

Best,
Abhishek Rao

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Community Beginner ,
Oct 15, 2024 Oct 15, 2024

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Sadly what I see doesn't match the instructions. There is no Share option. If you give me an email address I can try that

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Community Beginner ,
Oct 15, 2024 Oct 15, 2024

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Adobe Employee ,
Oct 16, 2024 Oct 16, 2024

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Hi @thomd61141163,

 

Thank you for your patience. I'm sorry for the confusion! You can reach me directly at xxxxxxxxxxxxxxxxxxxx. I'll do my best to assist you further.

 

Looking forward to hearing from you!

 

Best,  
Abhishek Rao

 

<Personal info removed by MOD>

 

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Community Beginner ,
Oct 16, 2024 Oct 16, 2024

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Thank you Abhishek, I've sent you an invitation to edit

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Adobe Employee ,
Oct 16, 2024 Oct 16, 2024

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Hi @thomd61141163,

 

Thank you for sharing the file—I’ve received it, and it is indeed crashing on my end as well. I’ll be checking this internally with our product team and will get back to you with an update as soon as possible.

 

Additionally, could you please make sure that the shared link is set to public so we can access it without any issues? Kindly share the updated link again and feel free to refer to the screenshots if needed.

 

Thanks again for your patience!

 

Best,  
Abhishek Rao

image.pngimage (1).png

image (2).png

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Community Beginner ,
Oct 18, 2024 Oct 18, 2024

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Hi Abhishek

No way to make sure that the shared link is set to public so you can access it without any issues, I'm afraid. If you give me another email I can share to that also. I don't see what you see

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Adobe Employee ,
Oct 18, 2024 Oct 18, 2024

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Hello @thomd61141163,

 

Could you please grant me edit permissions? I’m currently unable to download the document, and I’ll need to investigate this with our product team.

Please let me know once the download permissions have been provided.

 

Thank you,
Abhishek Rao

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Adobe Employee ,
Oct 18, 2024 Oct 18, 2024

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Hello @thomd61141163,

 

Thank you for your patience.

 

I wanted to provide a quick update: I attempted to download the file, but unfortunately, I am unable to do so, which prevents us from sharing it with the product team.

We apologize for the inconvenience. It seems we need to troubleshoot this in a live session. Please visit this link (https://adobe.ly/40gS03g) and select the chat button in the lower-right corner of the page. This will allow us to assist you more efficiently.

 

Thank you!

Abhishek Rao

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