Cannot access cloud document on Photoshop iPad 1.6 error" could not open file"

[Axel.TT]

Just updated this latest version 1.6 and couldn't open any files at all. 

[Akash Sharma]

Hi there,

Sorry that you're getting an error message while opening a cloud document on Photoshop on the iPad version 1.6.

Have you tried signing out and then signing back in again? Another thing you might try is to sign out and then back in on your desktop computer(if using) and then try your iPad again.

You may also checkout this article: https://helpx.adobe.com/photoshop/kb/cloud-document-error-troubleshooting.html

Let us know how it goes.

Thanks, 

Akash

[Axel.TT]

Hi, 

I did, but nothing worked. 

Thanks,

Axel.

[Akash Sharma]

Thanks for the update Axel. 

Are you able to access the same file on web? Link: https://assets.adobe.com/cloud-documents

~Akash

[Axel.TT]

I still could open the file on web, but not within the app itself. 

[Akash Sharma]

Would you mind reinstalling the app and let us know if that helps? 

~Akash

[Axel.TT]

I did re-install the app and still got the same error.  

[Akash Sharma]

Thanks for the update. Would it be possible for you to share the file link with us so that we may try reproducing the issue?

~Akash

[Axel.TT]

Sure, here's the file link.

https://shared-assets.adobe.com/link/740f1202-3033-4fc9-6995-fc5972353537

[M Shaw · Accepted solution]

It appears that we are having problem opening the file because it is in bitmap color mode. If you convert it to grayscale or rgb it will successfully open. You will get a message on opening the grayscale that it has unsupported features because there are some features that we do not fully support with grayscale images yet.

https://shared-assets.adobe.com/link/1b7567f1-efe2-4898-4c4c-0c22dec5dc52

https://shared-assets.adobe.com/link/ba002c0c-05f7-4594-70ad-cdc5eb7d7a6a

We will look into why bitmap is failing to open. Thanks for reporting this.

-Mike

[Axel.TT]

It's strange as this file was being opened and edited successully before version 1.6. Now, I just wanted to edit again and it gave error. 

[M Shaw]

Yes, it is a recent breakage. We will look into what changed to cause this.