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bdoust
Known Participant
February 10, 2020
Question

Adobe XD shows as disconnected, even when connection is active

  • February 10, 2020
  • 11 replies
  • 18465 views

Using ver26, XD constantly reports that it is disconnected and won't sync my cloud files up. This issue is intermittent and happens frequently both at work and when I'm working from home

 

Things I've tried:

  • Logging out/logging back into Adobe CC
  • uninstalling/reinstalling XD, Adobe CC
  • restarting computer
  • resetting router (only at home)
  • opening ports 80 and 443 (home only)

 

As you can see in the attached photo, my current XD document is reporting that it is disconnected, but I have an active working internet connection. Creative Cloud recognizes that I am online, but adobe XD does not.

 

Any  help would be appreciated.

    11 replies

    C
    Connor_Gao0887
    Participant
    August 28, 2025

    Funny that this issue has never been fixed after 5 years. L

    Caleb Jmz
    Caleb Jmz
    Participant
    March 15, 2022

    Same issue, I just bought this service and feeling really annoyed, I mean, this service has years! and every year with the same issue, really?
    What kind of devs do they have?

    this is so frustrating!

    And how is even possible that I cannot download more than one photo from Adobe Cloud?

     

    I just have like 3 days and already regret to spend my money with this ppl

      C
      Cr3ator
      Known Participant
      January 4, 2022

      I'm having the same issue.

      I have XD version: 45.1.62.3 x64

       

       

      Are there any updates to this issue?

      HARSHIKA_VERMA
      Community Manager
      HARSHIKA_VERMACommunity Manager
      Community Manager
      January 4, 2022

      Hi Cr3ator,

       

      We are sorry to hear you are experiencing issue while using XD. We would like to confirm if you're facing Disconnected issue or Cannot verify subscription issue. 

       

      Please try the below steps for Disconnected Issue-

       

      • Check if your system internet proxies are set right.
      • Quit Adobe XD and Sign-out of Adobe Creative Cloud Desktop app (CC) completely. Log back into Adobe CC. (If you see some issues logging back in , then its something to do with you internet proxies or your network. Try connecting to a no-proxy, no-vpn network).
      • Update your Adobe XD to latest version from Adobe CC.

      Let us know if that helps. We are here to help.

       

      Thanks,

      Harshika

        G
        Gerico5C0A
        Participant
        August 12, 2021

        still encountering it on Ver, 42.1 for MacOS and its already August.

        defaultoiy5lqdczqjh
        defaultoiy5lqdczqjh
        Participant
        August 23, 2021

        I am permanently disconneted. Adobe has not fixed this problem in two years, even though it is fundamental and blocks team development.

        defaultoiy5lqdczqjh
        defaultoiy5lqdczqjh
        Participant
        August 23, 2021

        Update: If I close the file and reopen it, the problem appears to go away. This is one possible workaround.

        J
        Joanna_Stoklosa
        Participant
        August 1, 2021

        I'm having the same issue currently. In my case I am also not able to click anything when it is "disconnected". And in 10 minutes of error it even crashed and closed completely.
        Any sight of a solution?

          S
          stacyg70493183
          Participant
          August 14, 2021

          Same here. This has been happening intermittently for weeks and is pretty annoying.

          The application freezes and nothing works until force-quitting it in Task Manager.

          C
          Chengzhang5CD1
          Participant
          April 14, 2021

          39.0.12   encountered the same problem. Quite dissapointed with XD. Other apps are ok except XD, which keeps on saying that "We can't verify your subscription status".

            HARSHIKA_VERMA
            Community Manager
            HARSHIKA_VERMACommunity Manager
            Community Manager
            May 14, 2021

            Hi there,

             

            We apologize for the delay in response. If you're still experiencing the issue, we would request you to please update XD to current version XD 40. If that doesn't help, please try the steps mentioned here: https://community.adobe.com/t5/adobe-xd/install-solved-can-t-verify-my-subscription-status-windows/td-p/10618585

             

            Let us know if that helps. We're here to help your further.

             

            Thanks,

            Harshika

            C
            Cameron5E56
            Participant
            March 18, 2021

            Same issue here.
            The app crashed yesterday at end of day, and today I couldn't open the cloud document I had been working on. Attempting to open the file would open a design window with the loading bar, but the document would never load and I couldn't close the application. 
            Deleting and re-installing the app didn't fix it. 
            I  had to download the cloud document from Adobe Cloud as a local file, then open and save it as a cloud document, which fixed the original (and now I have two identical cloud documents). 

            Now, I need to re-install plugins but when I click "Install" in the plugins shop, it says I'm not connected to the internet, even though I am.

              G
              Gustavo5E79
              Participating Frequently
              November 16, 2020

              Same problem XD 34.4.12 - Windows 10 - I uninstalled the program because it gave constant errors when editing some text, or to get a hex code and now this screen and I can't work

              T
              Tobias5CC8
              Participant
              January 19, 2021

              I have experienced the same issue for a couple of days now.

              Version is 36.0.32 running on Windows 10

               

              A
              andy_melcc
              Participant
              May 21, 2020

              I'm having the same issue since yesterday.

               

              At some point XD would just show "Saving…" for ever. After an hour I assumed it might just display it wrong and closed XD, which did not complain. But I didn't have my changes when opening the file on another computer.

               

              So I tried to reconnect CC, and afterwards the two files I work on would show "Disconnected". Even files shared with me will show that message.

               

              If I look at assets.adobe.com under Cloud Documents, I can see my files. Weird thing is, my main file is showing up twice now, with the same name.

               

              XD version: 29.0.32

              Windows 10 Enterprise 1909

               

              Thanks for help

              rahuljklm
              rahuljklm
              Participant
              April 27, 2020

              Hi,
              Same issue is happening now in my Adobe XD.
              Version : 28.6.12

              OS Build : Windows 10 18363.815

              H
              ho.ss@husky.neu.edu
              Participant
              May 4, 2020

              I have the same issue about the internet. 

              May I know how can I solve this problem? 

              I can't open my Adobe Xd file now.

               

              HARSHIKA_VERMA
              Community Manager
              HARSHIKA_VERMACommunity Manager
              Community Manager
              May 7, 2020

              Hi there,

               

              We are sorry to hear you are having trouble opening the file in XD. Please try the suggestions mentioned in this article: https://helpx.adobe.com/xd/kb/issue-saving-xd-file-creative-cloud.html and if that doesn't help. We would request you to please share a few more details like-

               

              • What is the OS and XD version of your machine?
              • Is it happening with a specific file or all the files?
              • Is it a cloud document or a local document? If cloud, are you able to see the file at assets.adobe.com?

               

              We will try our best to help.

               

              Thanks,

              Harshika

               

               

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