Troubleshoot cloud documents

Follow the steps in this article to resolve errors when working with cloud documents.

Download error or file not found

Issue

Workaround

Download Error or File Not Found error when you click on a non-cached cloud document to download and open from the Recent section of the Home Screen or select a cloud document from the File > Open Recent menu.

Go to File > Open and browse cloud documents.

Network error

Issue

Workaround

networkError - The cloud documents system has detected that your computer is either not connected to a network or the connection is intermittent. Normally this results in cloud documents falling back into offline mode.

You can determine whether your computer is operating in offline mode if the cloud icon with x is displayed in Editor. Or, if there is an offline message at the bottom of the Open Cloud Documents dialog.

If your computer is displaying the Open Cloud Documents dialog in online mode and you are getting this error dialog from the application please follow the steps outlined here: Resolve connection errors.

No Internet connection

Issue

Workaround

noInternetConnection - The cloud documents system has detected that your computer is either not connected to a network or the connection is intermittent. Normally this results in cloud documents falling back into offline mode. In this case the application thinks you are trying to operate on a document that is online only.

If you are getting this error dialog from the application please follow the steps outlined here: Resolve connection errors

Offline
Device is offline

Editing a cloud document while device is offline

Issue

Workaround

operatingOnOnlineOnlyAssetWhileDeviceIsOffline - The cloud documents system has detected that your computer is either not connected to a network or the connection is intermittent. Normally this results in cloud documents falling back into offline mode. In this case the application thinks you are trying to edit a document that is online only.

If you are getting this error dialog from the application please follow the steps outlined here: Resolve connection errors

Unable to view your photos in the Cloud

Issue

Workaround

Unable to view your photos in the Cloud.

Please check if you have an active internet connection, If you think the internet connection is fine and you still receive this error please try quitting Photoshop Elements then stopping your coresync process (Either by using Activity Monitor on macOS or Task Manager on Windows).

After stopping the coresync process, launch Photoshop Elements and see if the error persists. If so, please join conversations on Adobe Support Community.

Unable to view your photos
Unable to view your photos in the cloud

Syncing failed

Issue

Workaround

syncingFailed - The application is attempting to synchronize changes either made locally back to the cloud or changes in the cloud back to the local computer. Due to either a non-performing or disconnected internet connection it was not able to sync the changes.

Please check your internet connection by following the steps outlined here: Resolve connection errors

If you think the internet connection is fine and you still receive this error please try quitting Photoshop Elements then stopping your coresync process (Either by using Activity Monitor on macOS or Task Manager on Windows).

After stopping the coresync process, launch Photoshop Elements and see if the error persists. If so, please join conversations on Adobe Support Community.

Syncing failed
Syncing failed

Request timed out

Issue

Workaround

requestTimedOut - The cloud documents system is either not connected to the Internet or the connection is intermittent.

Retry the operation that failed. Sometimes the request fails due to slow internet connection. Retrying again will often succeed.

Please check your internet connection by following the steps outlined here: Resolve connection errors.

If you think the internet connection is fine and you still receive this error please try quitting Photoshop Elements then stopping your coresync process (Either by using Activity Monitor on macOS or Task Manager on Windows).

After stopping the coresync process, launch Photoshop Elements and see if the error persists. If so, please join conversations on Adobe Support Community.

Generic retriable error

Issue

Workaround

genericRetriableError - An unknown error has occurred

Please retry and see if it succeeds. If you continue to get this failure, quit and restart Photoshop Elements. If it continues, rebooting your computer may be required. 

Full cloud storage

Issue

Workaround

fullCloudStorage - Your cloud storage is full.

You can free space by permanently deleting documents.

For more information, see Delete Cloud photos.

Free up space
Free up space

Out of bounds

Issue

Workaround

outOfBounds - You have exceeded the number of items allowed in a single folder. 

Delete or move items into another folder in order to access them. This can be done from  https://assets.adobe.com/

Log in with the same Adobe ID, go to Cloud Documents and rename the folder Elements Photos, or move some photos from this folder into some other folder.

Cannot perform an operation when your assets are not in sync

Issue

Workaround

cannotPerformOpWhenAssetNotInSync - The operation you are trying to perform cannot be started when a document is in the middle of syncing changes to or from the cloud. 

Please wait for the sync operation to complete then try it again. Sync operations will vary in time based on the size of the document and network performance. 

Naming conflict

Issue

Workaround

conflictOfSamePathOrName - Two documents cannot have the same name in the same folder.   

In the case of an item temporarily having the same name as another, the system will rename one of the documents to a unique name.

Once the rename is complete the cloud documents system will refresh to show the unique name and you can try your operation again.

This situation happens only when a document is in the cloud and the other is a locally synced document.  

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