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W
wpickering
Participant
May 27, 2020
Question

Can't Open Cloud Documents in XD Since Outage Today

  • May 27, 2020
  • 1 reply
  • 451 views

My published links are now back up and functional and I can browse the list of all my cloud XD files, but when I try to open cloud files in XD I get the error message "Sorry, we can't open this document." This is happening to any cloud document I try to access. I didn't start seeing this message in my documents until after the cloud services came back online around 3:45pm EDT or so. Please help, I have no way of accessing any of my historical files.

 

 

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1 reply

V
Community Manager
Vertika GuptaCommunity Manager
Community Manager
May 28, 2020

Hi, 

 

Sorry to hear that you're unable to open the file and get an error "Sorry that you are unable to open this document." We'll try our best to help you with this. 

 

First, there are two quick solutions which you may try. 

  1. Open the same file on a different machine or user account( Windows 10/ Mac). 
  2. Download a previous version of the file from version history from assets.adobe.com using these steps (https://community.adobe.com/t5/adobe-xd/revision-history-in-xd-helps-ensure-peace-of-mind-during-col...).

 

If the problem still persists, please try the following suggestions. 


Step 1. Ensure that XD is up to date using this link (https://helpx.adobe.com/in/creative-cloud/help/creative-cloud-updates.html).

 

Step 2. Follow the instructions mentioned on this page step by step (https://helpx.adobe.com/xd/kb/issue-saving-xd-file-creative-cloud.html). Before proceeding to the next step. Please upload the logs to CC or Dropbox and share the link with me via PM (click on my name and hit the message button on my profile). This would help us to get to the root cause and investigate further. 

 

Step 3. Please try cleaning the Creative Cloud desktop app from the cleaner tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html and then reinstall the Creative Cloud desktop app from here (https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html).

 

Thanks,

Vertika Gupta

Adobe XD

 

W
wpickeringAuthor
Participant
May 28, 2020

Thanks for replying, Vertika.

 

I installed Creative Cloud and XD on another machine and was able to sync libraries and open all my files without issue. So I went back to my original machine and uninstalled, reinstalled, and resynced all my creative cloud files and I'm back in business.

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