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Unable to open shared files in XD 43 version

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Hello,

since 2 days now i can't unable to open any shared file with me.

I have completly remove XD and Creative Cloud with the tooltip "Adobe Creative Cloud Cleaner Tool", but nothing changed.

When i try to open a shared file, i have always the same error message : "Error cannot open this document".
I have this problem on my 2 PC.

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A

Ansubedi03Correct answer

Community Manager

Indeed the files that I cannot open are older than version 43.
My colleagues who are also on version 43 have no problems and manage to open their files (and mine) from older versions.

Hi we have logged issue from our side,will try to resolve the issue as soon as possible.

We may need your machine specification and XD version also.

D

defaultur5wp57fz378

Participant

Hello,

I have the same problem : when I try to open a shared file from the link in the adobe sharing e-mail, a get a grey screen with the merror message "Error cannot open this document" (in french).

I also cannot access to the page "shared files"

My windows settings :

Édition Windows 10 Entreprise
Version 21H1
Installé le ‎18/‎08/‎2021
Build du système d’exploitation 19043.1288
Expérience Windows Feature Experience Pack 120.2212.3920.0

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D

defaultur5wp57fz378

Participant

My XD version :

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D

defaultur5wp57fz378

Participant

@Ansubedi03 , tell me if you need logs files 🙂

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C

claudia carvalho

Participating Frequently

Continuo com o mesmo problema. Removi a versão XD 43 e instalei a anterior. Isso não resolveu.
Todos os meus projetos estão parados.
O programa não abre, não consigo acessar e dar continuidade ao trabalho desde a instalação da nova versão. As entregas ao cliente não serão feitas no prazo.
Quem vai arcar com esse prejuízo? A Adobe irá me reembolsar?

Pessoal, preciso de uma solução.

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claudia carvalho

Participating Frequently

Estou com o mesmo problema. O programa XD não abre depois da atualização para a vers]ao 43.0.12, mesmo clicando direto no icone do programa, sem pedir para abrir algum arquivo.
Uso Windows.
Preciso de uma solução imediata!

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A

Ansubedi03

Community Manager

Hello,

Thank you for reporting the issue.

Are you seeing file in Xd "shared with you" tab ? If yes, Have you tried to open file from there ?

If still error is coming on launching file from shared with you tab. Please send us below mentioned logs in subedi@adobe.com to see the issue.

CCXProcess Logs
Mac: ~/Library/Logs/CreativeCloud/CCX Welcome
Win: %userprofile%\AppData\Local\Temp\CreativeCloud\CCX Welcome
AdobeXD.log
Mac: ~/Library/Logs/Adobe/AdobeXD/AdobeXd.log
Win: %userprofile%\AppData\Local\Packages\Adobe.XD.XXXX\LocalState\AdobeXD.log
CCX Process Install Log
Mac: /Library/Logs/CreativeCloud/CCXProcessInstall.log
Win: %userprofile%\AppData\Local\Temp\CreativeCloud\CCX Welcome
NGL Logs ( Collect all the NGL logs from the location )
Mac: ~/Library/Logs/NGLClient_AdobeXDXXXXX.log
Win: %userprofile%\AppData\Local\Packages\Adobe.XD.XXXX\ AC\ Temp\ NGLClient_AdobeXDXXXXX.log
CCX Welcome Cache Data