Participant

Answered

Error 3635, 3634, 3624 Cannot create new document in XD.

Forum|Forum|7 years ago
February 17, 2019
38 replies
103456 views

I have gone through these forums and have tried every recommended solution. Restarted Adobe CC, reinstalled Adobe CC, restarted computer, reinstalled XD, used the cleaning tool ETC. Nothing works. I have documents on there that I need for school and cannot access them.

These are the errors that I am getting:

If anyone can provide me with a solution ASAP it would be very appreciated. I need access immediately.

Thanks

Product performance

Correct answer Atul_Saini

Hi everyone,

Sorry to hear that you're unable to open the file and getting an "Error 3635, Cannot create a new document in XD" or other similar errors while opening or creating a cloud document. We'll try our best to help you with this.

This list of solutions may seem long, however, I can assure you that it has helped a lot of customers with this error.

Please start with Part one (Mac/Win) and proceed to Part two if the problem persists on the windows machine.

Part one (Mac/Win):

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

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.

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).

Part two: For Windows

1. We need to navigate to the following locations and rename the "Core Sync, OOBE, SLStore, SLCache, all AAM related folders" as "Core Sync_old" and similarly with the OOBE_old and so on.

C:\Program files(x86)\Adobe\Adobe Sync\
C:\Program files(x86)\Common\ Adobe
C:\ProgramData(Hidden)\Adobe\
C:\Users\Username\AppData(Hidden)\local\Adobe
C:\Users\Username\AppData(Hidden)\Roaming\Adobe

2. Reinstall the Creative Cloud desktop app from here (https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html).

If you still face issues, please share logs and the XD file with Harshika Verma over a private message so that we can escalate the issue to the team for further investigation.

Note: Please add your logs and XD file to a shared location such as CC or Dropbox and share the URL with me over a private message.

We will try our best to help.

Thanks,

Atul_Saini

Show previous replies

J

judithe4877798

Participant

El caso es este: No puedo crear un nuevo documento ni guardar en la nube mis proyectos de Adobe XD.

Me sale error 3635, y ya no sé que hacer.

¿Alguien me podría ayudar? Gracias.

Shwetha Diwanji

Community Manager

Hi judithe4877798,

Sorry to hear that you are facing issues while working on XD. Could you please user the Log Collector tool from the link below and share with us the complete logs so that we can debug further? Thanks.

https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

Regards,

Shwetha Diwanji

L

LorenzoGraz

Participant

Why I can't create new files on Adobe XD? I've just downloaded all the updates for CC but it doesn't work.

PS. Im Italian, in the image it says "Can't create a document, error code 3635"

Ares Hovhannesyan

Community Expert

Please review recomendations from https://community.adobe.com/t5/adobe-xd/error-3635-cannot-create-new-document-in-xd/td-p/10699520?cid=101&cgid=18269&page=1

P

praffull78635241

Participant

For me Part 1 worked. Thank you sir for your help

D

dario1312

Participant

Hello, i have the same problem and i done the steps few times, nothing change. As i can see not only the XD but the creative cloud app can't open "Your Work"(Oops,page not available) tab and and probably cant sync with the Adobe Apps. So i am thinking to reinstall/format my Windows 10, and then reinstall again the Creative Cloud app and Adobe XD? Will that help? I desperately need my cloud and XD this week. THANKS

Burningbrains

Participant

Solved with procedure "part one" for me. Many thanks.

T

Thant Kaw

Participant

Just reinstall your Adobe Creative Cloud

Atul_Saini

Correct answer

Community Manager

Hi everyone,

Sorry to hear that you're unable to open the file and getting an "Error 3635, Cannot create a new document in XD" or other similar errors while opening or creating a cloud document. We'll try our best to help you with this.

This list of solutions may seem long, however, I can assure you that it has helped a lot of customers with this error.

Please start with Part one (Mac/Win) and proceed to Part two if the problem persists on the windows machine.

Part one (Mac/Win):

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

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.

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).

Part two: For Windows

1. We need to navigate to the following locations and rename the "Core Sync, OOBE, SLStore, SLCache, all AAM related folders" as "Core Sync_old" and similarly with the OOBE_old and so on.

C:\Program files(x86)\Adobe\Adobe Sync\
C:\Program files(x86)\Common\ Adobe
C:\ProgramData(Hidden)\Adobe\
C:\Users\Username\AppData(Hidden)\local\Adobe
C:\Users\Username\AppData(Hidden)\Roaming\Adobe

2. Reinstall the Creative Cloud desktop app from here (https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html).

If you still face issues, please share logs and the XD file with Harshika Verma over a private message so that we can escalate the issue to the team for further investigation.

Note: Please add your logs and XD file to a shared location such as CC or Dropbox and share the URL with me over a private message.

We will try our best to help.

Thanks,

Atul_Saini

S

Susindran

Participant

Hi,
I tried all the steps mentioned above and several other methods for this same issue but it isn't resloving can someone help me out with this issue of error code 3635.
Thanks

jamiru95596896

Participant

Did you succeed? Please help me

I am trying-trying but not solved yet.

HARSHIKA_VERMA

Community Manager

Hi there,

Sorry to hear that the above steps didn't helped you. Would you mind telling us if it's happening with all the files or with a specific file? Have you tried fresh installation of Creative Cloud app and XD app using this link: https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html? If that doesn't help, please get in touch with our support team using this link: https://helpx.adobe.com/in/contact.html for immediate assistance.

Hope it helps.

Thanks,

Harshika

GhadeerEssa

Participant

Error Code: 3635 ( Save to cloud Document doesn't work )

kglad

Community Expert

here's troubleshooting help:

https://helpx.adobe.com/xd/kb/issue-saving-xd-file-creative-cloud.html

C

cristivstan

Participant

Hello,

When I create a new document, I get an error with code 3635. Also in the cloud documents section, I get the message "Something went wrong. Please restart the app and try again." All my files in the cloud are gone.

HARSHIKA_VERMA

Community Manager

Hi Cristivstan,

Sorry to hear you are having trouble creating a new document in XD. Would you mind trying the steps mentioned in this post: https://community.adobe.com/t5/adobe-xd/crash-load-error-3635-cannot-create-new-document-in-xd/td-p/10699520?page=1?

Let us know if that helps.

Thanks,

Harshika

sofianeb33785711

Participant

pls help i tried all the solution and same thing .Adobe is getting me crazy with these errors really !!!

HARSHIKA_VERMA

Community Manager

Hi Sofianeb,

We are sorry for the bad experience and frustration. Would you mind sharing the OS, XD and Creative Cloud Desktop app version? Is it happening with all the files or with a specific file?

We will try our best to help.

Thanks,

Harshika