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alexanderd94316173
Known Participant
February 10, 2021
Answered

Cloud documents endlessly syncing, not opening

  • February 10, 2021
  • 1 reply
  • 3833 views

Since today I can't open my cloud document properly anymore. 
The file gets loaded and then shows a popover with "syncing". 
This popover stays open forever (I left it running for 1 hour) and the file can't be accessed. 

This means I'm blocked from my professional work and can't access my files anymore!

This topic has been closed for replies.
Correct answer defaultlp1vezqisr9c

I also tried everything, as you. Nothing worked. 
I ended up downloading the cloud document from the creative cloud website and creating a new document with the content. It did lead to even more issues, but at least I didn't loose the work from many years. 

I'm wondering how you managed to get Creative Cloud Sync version 4.7.0.1. 
I tried everything, updating/deinstalling/reinstalling/manually deleting every part of adobe on my computer. 
It's very sad and concerning that Adobe products are so unreliable. 


@alexanderd94316173, I did not do anything special to get Sync version 4.7.0.1. I assume the app updated to this version automatically (I have enabled the setting to 'Aways keep Creative Cloud up to date').

I found a workaround for the endless sync problem that worked for me. It might work for others as well.

  1. Open the Creative Cloud desktop app.
  2. Go to the Your Work / Cloud Documents tab and select the file with the syncing issue
  3. Duplicate the file by selecting the button on the right hand side

 

 

 

 

 

 

 

 

4. Rename original file (e.g. add a suffix so you know it is the problem file)

5.Rename duplicate file to original name

6. Test that the duplicate file opens without the syncing issue by pressing the open button in the same right hand menu.

7. Share file with any collaborators who need access. N.B. I had removed any collaborators from the original file before I duplicated it. I'm not sure if this is important.

8. This is the part that surprised me - when i checked the link settings in the Share section of the desktop XD app, I found that the original link had also been duplicated. This meant i could just update the link and I did not need to republish the file and share a new link with all the stakeholders.

 

Honestly, this and other cloud issues have been happening for years now. I don't think it's acceptable for Adobe to release buggy immature features for such core functionality. I'm fed up with being an involuntary beta tester when this is a paid licence.

1 reply

Rishabh_Tiwari
Community Manager
Community Manager
February 10, 2021

Hi Alexander,

 

Sorry to hear about the trouble. Please try the steps shared below:

 

1. Sign out of XD and Adobe CC Desktop app.

2. Close CoreSync and all Adobe related process from the Task Manager/Activity Monitor.

3. Sign back in on the Adobe CC Desktop app and launch XD from there and check how it works.

 

If this doesn't help, please share a screenshot of About XD info page and the OS details, we'll try our best to help you with it.

 

Regards

Rishabh

alexanderd94316173
Known Participant
February 16, 2021

Hello Rishab, 

I tried all the steps above, but still the document is endlessly syncing, when trying to open it. 
Here is a screenshot of the About page (I guess that's what you meant with info page?):


I use Windows 10 64bit

Rishabh_Tiwari
Community Manager
Community Manager
February 16, 2021

Thanks for trying the steps, Alexander! It looks like the creative cloud sync is not up to date, so could you please try the steps to update the CC Desktop app: https://helpx.adobe.com/xd/kb/fix-issues-with-xd-cloud-documents.ug.html#unable-to-create-open-cloud-docs

 

Please update the CC Desktop app and try other suggestions shared in the article and let us know if that helps or if you need any further assistance.