Photoshop won't load Cloud document

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New Here ,
May 03, 2022 May 03, 2022

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I created a SoMe template on my computer at home (Windows), where I finally saw the opportunity to save as a Cloud document, as I knew there were a high probability that I were gonna open and use this template several times when travelling back and forth to work on my Macbook.

 

When I open Photoshop on my Macbook, it can see the cloud document, but it simply refuse to load it up. It just keep saying "Downloading document".

I tried the other way around too: creating a cloud document from my Macboook, saving it in the cloud, and opening it on my home computer, this doesn't seem to work either.

 

Why won't it load up?

Version 23.3.1 (latest, as of writing this post)

 

Screenshot.png

Bug Unresolved
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macOS , Windows

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5 Comments
Adobe Employee ,
May 04, 2022 May 04, 2022

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I have seen this myself... here is what has worked in the past.

 

On the machine that is trying to upload/download:

  1. Quit Photoshop ( please dont lose work, save locally if necessary for now)
  2. Quit Creative Cloud
  3. Task Manager/Activity Monitor > quit all Creative Cloud processes... Core Sync, CCx Porcess Adobe Desktop Process etc.
  4. Restart / launch Creative Cloud
  5. Launch Photoshop

 

Then use your assest on web to verify its working > https://assets.adobe.com/ 

 

Hope that helps resolve the issue.

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Adobe Employee ,
May 04, 2022 May 04, 2022

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Hello @MikaFromDenmark , Please confirm if steps given previously have resolved your issue. If not, Please share below details, so that we proceed & assist you:

1) Assuming that you are still facing issue, Open the cloud document as well as try to save a new cloud document. Now, collect the logs via Adobe log collector tool with steps mentioned in below link and upload it:

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html 

 

2) Please open Help Menu --> SystemInfo, Copy & save the text in file and upload it.

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New Here ,
May 05, 2022 May 05, 2022

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Hi Daniel,

I've already tried that, when I stumbled upon the problem the other day. That did not resolve the problem 😞

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New Here ,
May 05, 2022 May 05, 2022

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Hi @NeerajArora,

I tried opening the cloud document (again), which still does not load, and then tried launching the log tool too (both before I booted up the cloud document, and after I started loading up the cloud document, I tried restarting the log tool). Not sure if I am doing something wrong with the tool, but it seems like it just keeps loading?

 

Skærmbillede 2022-05-05 kl. 16.39.06.png

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Adobe Employee ,
May 16, 2022 May 16, 2022

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Hi @MikaFromDenmark , Can you please check if issue is now resolved for these documents?

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