Skip to main content
F
favour010117699455
Participant
November 12, 2020
Answered

Unable to open a cloud document and data loss

  • November 12, 2020
  • 1 reply
  • 460 views

I have a very important XD document I have been working on. I always save to cloud but after the last time I tried to update my link, I have been unable to access this document. There is an orange icon that is is tagged "conflict sync" attached to it and when I try to load it, it tells me "you cannot access this document" after which it loads an entirely new blank document. Weirdly enough, I can view the updated said document  under published but I can't convert it to an XD file to continue working on. The only version available on cloud for download is quite old. Is there anything that could be done to get my document back please. I have a deadline approaching 

 

{Renamed By MOD}

 

This topic has been closed for replies.
Correct answer Rishabh_Tiwari

Hi there,

 

We're so sorry to hear about the trouble. Could you please try the steps shared below:

 

 

  1. Sign out of XD and Adobe CC Desktop app.
  2. Close CoreSync and all Adobe related processes from Task Manager.
  3. Sign back in on the Adobe CC Desktop app and launch Adobe XD from there and check again if it works or not.

 

You can also check if you are able to retrieve the latest version of that file by following the steps shared here: https://community.adobe.com/t5/adobe-xd/revision-history-in-xd-helps-ensure-peace-of-mind-during-collaboration/td-p/10703548?page=1

 

In case if nothing helps, please share a few more details like:

 

  1. A screenshot of the About XD info page.
  2. The version of the Operating System.
  3. Will it be possible for you to share the actual file with us? If yes, please add the file to shared cloud storage and share the link through a DM by clicking on my name.
  4. Please collect and share system logs: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

 

Note: Please add this discussion link in the subject while sending the DM.

 

Regards

Rishabh

1 reply

Rishabh_Tiwari
Rishabh_TiwariCorrect answer
Legend
November 12, 2020

Hi there,

 

We're so sorry to hear about the trouble. Could you please try the steps shared below:

 

 

  1. Sign out of XD and Adobe CC Desktop app.
  2. Close CoreSync and all Adobe related processes from Task Manager.
  3. Sign back in on the Adobe CC Desktop app and launch Adobe XD from there and check again if it works or not.

 

You can also check if you are able to retrieve the latest version of that file by following the steps shared here: https://community.adobe.com/t5/adobe-xd/revision-history-in-xd-helps-ensure-peace-of-mind-during-collaboration/td-p/10703548?page=1

 

In case if nothing helps, please share a few more details like:

 

  1. A screenshot of the About XD info page.
  2. The version of the Operating System.
  3. Will it be possible for you to share the actual file with us? If yes, please add the file to shared cloud storage and share the link through a DM by clicking on my name.
  4. Please collect and share system logs: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

 

Note: Please add this discussion link in the subject while sending the DM.

 

Regards

Rishabh

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices