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Mika H. Laybourn
Participating Frequently
May 4, 2022
Question

Photoshop won't load Cloud document

  • May 4, 2022
  • 6 replies
  • 5447 views

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)

 

    6 replies

    N
    Community Manager
    NeerajAroraCommunity Manager
    Community Manager
    May 24, 2022

    @Mika H. Laybourn , Please check & confirm if your issue has been resolved & you are able to download/open documents which were not opening.

    R
    Richard25346050dv4z
    New Participant
    May 13, 2023

    Hi @NeerajArora
    I'm having the same issue as @Mika H. Laybourn 

    I can see all my cloud projects on the home screen but Photoshop will not a few of them. It's only a handful of projects that will not open. What's even stranger is that the projects WILL open in browser via https://assets.adobe.com/ 

    I've already went ahead and uploaded my log file and I've attached my System Info. text file onto this comment. 

    Please help. Thank you.

    -Rick

    N
    Community Manager
    NeerajAroraCommunity Manager
    Community Manager
    May 16, 2022

    Hi @Mika H. Laybourn , Can you please check if issue is now resolved for these documents?

      M
      Mika H. LaybournAuthor
      Participating Frequently
      May 5, 2022

      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?

       

      // Mika H. Laybourn,Graphic Designer & SoMe Manager
      M
      Mika H. LaybournAuthor
      Participating Frequently
      May 5, 2022

      Hi Daniel,

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

      // Mika H. Laybourn,Graphic Designer & SoMe Manager
      N
      Community Manager
      NeerajAroraCommunity Manager
      Community Manager
      May 5, 2022

      Hello @Mika H. Laybourn , 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.

        H
        HakanKose
        New Participant
        March 29, 2024

        Hi

        Adobe employees should respond in easier and simpler English when they writing for solutions to problems, like Daniel Presedo's comment. Simple n easy...
        I shouldn't have to use an translation apps.

          Dramenon
          Community Manager
          DramenonCommunity Manager
          Community Manager
          May 4, 2022

          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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