Unable to open my cloud document files
While designing in my cloud file, power gone suddenly. From now on wards i,am unable to open that cloud file again. It is showing like "sorry, we can't open this document"
please help me how to open.
Thank you in advance.
Sorry to hear you’re having issues accessing your XD Cloud document.
Can you please confirm the version of Win10 & XD you’re working with? How about the version of Creative Cloud Desktop app? This will help better understand what might be happening.
I have seen this error in the past. For that case, the team was able to fix and make available in our latest update, XD 22.214.171.124
If you’re still seeing this problem, some things to try:
- Restart system. This will restart the Adobe Sync service which might have gotten in a bad state
- Accept or run updates to the Creative Cloud application. Sometimes, pending updates can interfere with Adobe Sync resulting in errors. Here’s a help page with a few more details for your reference.
Hope this helps!
Hi there. I'm so sorry that you aren't able to open your file. I'm going to reach out to our community quality team in the hopes that we can get to your file and get you unblocked.
A few quick questions for you:
It looks like you're running XD on Windows. Can you provide me with the version number (you can find this if you go into the hamburger menu – I believe it's under Help).
Next, it sounds like you are able to see it listed in your Cloud Documents (on the start screen), but that you aren't able to open when you click on it. Is that correct?
Thanks for helping me understand the situation. I know firsthand how frustrating it is to not be able to get to your stuff and I'm sorry about that, but hopefully we'll have you up and running soon.