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BrunoS31
BrunoS31
Inspiring
April 4, 2019
Question

Can't open Cloud Document Files (again for the 100th time)

  • April 4, 2019
  • 4 replies
  • 11194 views

Hello,

I am having a problem for the last few months and I've reported this situation more than once, and usually it gets solved, but this time I'm not having any response in 1 month.

Basically this started in January, when everytime that I try to open a project that is saved in Cloud Documents, I get the following error: "getSharedResourcesFilePath(): Could not load component: Code: 52". The last 3 times that this happened, I reported and everytime I got a phonecall from Mr.Anuj. Everytime he tried to help me and always resolved the situation, but everytime that this problem got solved, the next week keeps coming back.

Like I said the last time that I contacted with someone from Adobe, I cannot keep getting this error every week and I can't waste 1 hour on the phone to try to solve this constant problem. Plus, the last time that this happened I actually lost a project and still no one managed to help me.

The last time that I receive a message from someone of Adobe was on March 11 and March 12 and here's both the email that you guys send me:

March 11

"Hello Bruno

Greetings from Adobe!

This is regarding your recent interaction with Adobe support.

We have escalated the issue you have been facing due to loss of XD file from cloud. We really apologize for the inconvenience caused due to this issue.

Thanks & Regards,

Sumit Boaz | Adobe"

March 12

"Hello Bruno,

Greetings from Adobe!

An updated version XD 17 is now Live! Could you please update to the latest version of XD and check whether you are able to access the lost file from Cloud?

Thanks & Regards,

Sumit Boaz | Adobe"

I immediately replied by saying that the update didn't solve anything. The file was still lost and I still couldn't access the project files saved in the Cloud Documents.

This situation is causing me a lot of problem, especially now that I'm having a few interviews for a job.

I truly hope that this discussion won't be ignored like before and I really hope that someone can manage to help me once for all.

Thank you,

Bruno Santos

    This topic has been closed for replies.

    4 replies

    BrunoS31
    BrunoS31Author
    Inspiring
    May 20, 2019

    Hey Atul_Saini​ last update was 3 weeks ago and it was basically the same update over a month ago...


    This issue is happening since January, which means, since January I can't take advantage of Adobe XD as I should.

    If I want to create a project and save in the Cloud so that I can open it with the Adobe XD App on my phone,I'm taking the risk of losing all my work and I'm pretty sure that you won't compensate me for that, right?

    Please, make sure that the responsible team actually do something about this, because it's gonna be almost half a year since this started and all that you guys told me so far is that you don't know what happened neither how to solve it!

    D
    defaultif5rcqveg880
    Participant
    August 16, 2021

    Hey there, The problem solved by this link, found your files' three dots, then download it! It works for me! hope you will do it well 🙂
    https://assets.adobe.com/cloud-documents

      BrunoS31
      BrunoS31Author
      Inspiring
      April 13, 2019

      It's really a disappointment that this issue is being ignored once again... I receive an email more than a week ago asking for my phone number (again) and the best time to call me, yet no one has called me so far.

      My previous answer was saying that same thing and that was 4 days ago, but there's still any news...

      What should I do to get this problem solved !?

        Atul_Saini
        Community Manager
        Atul_SainiCommunity Manager
        Community Manager
        April 15, 2019

        Hi BrunoS31,

        Sorry for the delay in response and frustrating experience. I would like to inform you that we have escalated the case to the related team and they are working on it. I will update this discussion as soon as I have an update from the team.

        Thanks,

        Atul_Saini

        BrunoS31
        BrunoS31Author
        Inspiring
        April 16, 2019

        Thank you, hopefully it won't pass another week without any feedback...

          Stefan Straßburger
          Stefan Straßburger
          Participant
          April 7, 2019

          I have the exact same problem (and no, updating XD to the latest version does not help).

          I can't access my designs through XD and I can't download them either.

          I really try to like XD as a design tool, but you're making it difficult.

            Atul_Saini
            Community Manager
            Atul_SainiCommunity Manager
            Community Manager
            April 9, 2019

            Hi Stefan,

            Sorry that you are unable to access your Cloud documents, this issue looks similar to this request here: - All Cloud Documents suddenly gone missing- however they are still visible in "Your Work" – Adobe XD Feedback. Could you please check if this is what you have encountered? If yes, please upvote this discussion and share your comments as well.

            Thanks,

            Atul_Saini

            BrunoS31
            BrunoS31Author
            Inspiring
            April 9, 2019

            Hey Atul, I've received an email asking for my phone number and best time to call me in April 4th. It's gonna be almost a week ago but I still haven't received any phone call.

            I hope that the responsable team didn't forgot me again...

              Atul_Saini
              Community Manager
              Atul_SainiCommunity Manager
              Community Manager
              April 4, 2019

              Hi Bruno,

              I am sorry that you go through all this trouble and the issue is still not resolved. I would like to inform you that I have escalated this case to the related team and share the feedback as well.

              Thanks,

              Atul_Saini

                BrunoS31
                BrunoS31Author
                Inspiring
                April 4, 2019

                Well, I've heared that before, but I'll wait for a solution once again hoping that this will be the last time I report this issue

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