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Hermmen33579032zhwf
New Participant
September 20, 2024
Question

InDesign Crash: Unable to Open Cloud File After Crash

  • September 20, 2024
  • 1 reply
  • 782 views

I was working on an InDesign file saved on the cloud when suddenly it crashed. And when I try to open the file it shows this error.

 

Does anyone have any idea of how I can recover the file?

 

 

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1 reply

Abhishek Rao
Community Manager
Abhishek RaoCommunity Manager
Community Manager
September 20, 2024

Hi @Hermmen33579032zhwf, 

 

Sorry about the crashing! I know that's really frustrating. To assist you better, could you please share a few more details? 

- Please confirm the exact version of InDesign you're using and the details of your operating system.
- Can you provide a screenshot of the panel or the message that appears when it crashes?
- Did you try using the CC Cleaner tool to uninstall the app?
- Please submit a crash report by following the steps outlined [here](https://adobe.ly/4dVUBDl). While submitting, ensure to use the same email address you are signed in with on this community, so we can find the crash report and assist you accordingly.

 

Additionally, you can try the following steps to recover your file and resolve the issue:

- Try running the app in Safe Mode (Mac) or Root account (Mac) if you're on macOS.
- Close all Adobe applications and manually reset preferences by renaming the following folders:
  - '~/Library/Caches'
  - '~/Library/Preferences'
  Rename the folders "Adobe InDesign" and "com.adobe.InDesign" to "Adobe InDesign.old" and "com.adobe.InDesign.old", then relaunch InDesign from the Creative Cloud app.
- Rename the "CEP" folder to "CEP.old" from this location: '/Library/Application Support/Adobe'.
- If that doesn’t help, rename the "UXP" folder to "UXP.old" from the following location: 
  `/Library/Application Support/Adobe` 
  `~/Library/Application Support/Adobe`.

You can also refer to this article for additional help: [Fix crash issues when launching InDesign](https://adobe.ly/4cD88i8).

 

We’re here to help and just need a bit more information to proceed.

 

Thank you,  
Abhishek Rao

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Hermmen33579032zhwfAuthor
New Participant
September 23, 2024

Details:
- the InDesign version I am using is the 19.5 and I am using a Windows 11 Home
- find the screenshot attached
- I dont believe the CC Cleaner will help cause since the doc is in the cloud I tried to open it in other computer and the same thing happened
- I have already submitted a crash report

thank you

 

Abhishek Rao
Community Manager
Abhishek RaoCommunity Manager
Community Manager
September 23, 2024

Hi @Hermmen33579032zhwf,

 

Thank you for sharing the details! Since your document is saved in the cloud, you can recover previous versions of the file using the Version History feature in InDesign. This should allow you to access an earlier version before the crash.

 

Here’s a step-by-step guide on how to recover your file:  
[View and Manage Version History in InDesign](https://adobe.ly/3XzR9rF).

 

Please try this out and let us know how it goes. We're here to help!

 

Thanks, 
Abhishek Rao

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