In Finder, open Applications > Utilities > Activity Monitor.
Last updated on
Apr 29, 2026
Learn what to do if cloud documents won't open and you get an error message that your account doesn't have access to the file.
When you open a cloud document, if you get the error: Can't open file. The account you signed in with doesn't have access to this file. Contact the owner for more info, the issue is likely with the Creative Cloud Libraries Synchronizer process.
Find the likely causes and follow their solutions in sequence to fix the issue.
Creative Cloud Libraries Synchronizer isn't running
Check if the Creative Cloud Libraries Synchronizer process is running.
macOS
Search for Creative Cloud Libraries Synchronizer in the Activity Monitor search bar:
- If it's not running, check if App Background Activity is inactive.
- If it's running, it might still be in a hung state.
If Creative Cloud Libraries Synchronizer isn't running, check the state of App Background Activity:
In the Apple menu, open System Settings (macOS Tahoe) or System Preferences (earlier macOS versions), and then go to General > Login Items & Extensions (macOS Tahoe) or Users & Groups > Login Items (earlier macOS versions).
In the App Background Activity section, find CCLibrary. If the toggle next to CCLibrary is off, turn it on.
Open the Creative Cloud desktop app, and in the Apple menu bar, select Creative Cloud > Quit Creative Cloud.
Reopen the Creative Cloud desktop app for it to automatically start Creative Cloud Libraries Synchronizer.
Open Activity Monitor and confirm that Creative Cloud Libraries Synchronizer is running.
Reopen Illustrator and try opening a cloud document. If it's not opening, Creative Cloud Libraries Synchronizer might be in a hung state.
Windows
Press Ctrl + Shift + Esc to open Task Manager.
In the Processes tab (Windows 11) or the Details tab (earlier Windows versions) of Task Manager, check if Creative Cloud Libraries Synchronizer is running. If it's running, it might still be in a hung state.
If Creative Cloud Libraries Synchronizer is running but cloud documents still fail to open, it's likely in a hung state. Follow these steps to restart it:
Do the following:
- macOS: In Activity Monitor, select Creative Cloud Libraries Synchronizer and then select Force Quit in the Apple menu. Similarly, select Illustrator in Activity Monitor and then select Force Quit in the Apple menu.
- Windows: In Task Manager, right-click Creative Cloud Libraries Synchronizer.exe and then select End task. Similarly, right-click Illustrator.exe and then select End task.
Wait for 10 seconds.
Reopen Illustrator. Illustrator will start Creative Cloud Libraries Synchronizer automatically.
Open Activity Monitor (macOS) or Task Manager (Windows) and confirm that Creative Cloud Libraries Synchronizer is running.
If Creative Cloud Libraries Synchronizer doesn't appear in Activity Monitor (macOS) or Task Manager (Windows), restart your computer, and then check again.
After Creative Cloud Libraries Synchronizer starts running, try opening a cloud document.
Issue isn't resolved even after trying all the steps
If you still get the error when you open cloud documents, contact Adobe support.
Design with precision in Illustrator
Bring your ideas to life with vector graphics tools built for creative freedom and accuracy.
