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jade.c.tw
jade.c.tw
Participant
Nov 10, 2022 4:04 AM UTC
Answered

Unable to sync /load and open XD file - Error code 198 and 3635

Hi there

I have no issues to install both CC and XD desktop on my MacAir, also able to sign-in on the CC desktop.

Somehoe both of the applications are showing 'Unable to sync /load', with error codes: 198 and 3635.

And I've tried reinstall, uninstall(with the CC ininstaller) them, and check my Mac processor has meet the minimum requirement for installing them.
https://helpx.adobe.com/creative-cloud/help/creative-cloud-desktop-app-system-requirements.html

https://helpx.adobe.com/xd/system-requirements.html

But it just does not work! I'm frustrating... Any suggestions or can I use XD OFF-LINE??!

Thank you for helping!

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jade.c.tw
jade.c.twCorrect answer
Participant
Nov 30, 2022 2:16 AM UTC

Adobe customer sevice said this is a technical issue, after an agent remote to my Mac deleted all Adobe files and reinstall them again, now the CC can sync aldo I can creat a XD file. YOU NEED TO WAIT while conecting to an agent and while the remote process. You might do it youself by delete all Adobe file in libarary/chache, then see this instrcution: https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

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5 replies

jade.c.tw
jade.c.twAuthorCorrect answer
Participant
Nov 30, 2022 2:16 AM UTC

Adobe customer sevice said this is a technical issue, after an agent remote to my Mac deleted all Adobe files and reinstall them again, now the CC can sync aldo I can creat a XD file. YOU NEED TO WAIT while conecting to an agent and while the remote process. You might do it youself by delete all Adobe file in libarary/chache, then see this instrcution: https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

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    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Nov 10, 2022 4:24 PM UTC

    reset the cc desktop app: make sure it's in the foreground, then press:

    Win: Ctrl + Alt + R
    Mac: Cmd + Opt + R

    and yes, you can use your adobe apps while offline (for up to 30 days with a monthly pay subscription and 100 days for an annual pay).

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      jade.c.tw
      jade.c.twAuthor
      Participant
      Nov 25, 2022 10:31 AM UTC

      Tried, but doesn't help 😞

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      Harshika Verma
      Community Manager
      Harshika VermaCommunity Manager
      Community Manager
      Nov 25, 2022 9:58 PM UTC

      Hi @jade.c.tw,

       

      Thanks for trying the steps suggested by our expert. Would you mind also trying the steps suggested in this article and letting us know if that helps?

       

      For error 3635, please try the steps suggested in this article.

       

      Let us know if that helps. We will try our best to help

       

      Thanks,

      Harshika

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