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KevOC
Participant
Aug 30, 2022 4:54 PM UTC
Question

Updated XD to version 54.0.12.5, can no longer open files

Hi,

 

I upgraded XD to version 54.0.12.5 late last week and now whenever I open a local or cloud based file, XD shuts down after 30 seconds or so.

 

If I open a local file, I get an error modal saying 'Something went wrong - Please close and relaunch XD, then try opening your document again. (Error 5720)', and the applicaiton closes.

 

If I open a cloud based file, after 10 seconds or so I see a warning icon on the cloud connection, then a dialog appears saying 'Disconnnected from Creative Cloud - Something went wrong with your connection with Creative Cloud. Work in offline mode until we reconnect you automatically', then I get the error modal saying 'Something went wrong - Please close and relaunch XD, then try opening your document again. (Error 5720)', and the application closes. 

 

I have deinstalled and reinstalled XD and I still can't open files. I have tried using a different machine with a fresh Windows 10 install and a fresh Adobe CC Desktop install and have the same issue.

 

A work colleague in a different region is having the same issue and it started happening around the same time (we both have corporate accounts).

 

Any assistance would be welcome.

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    5 replies

    KevOCAuthor
    Participant
    Sep 1, 2022 5:02 PM UTC

    FYI - I uninstalled version 54.0.12 and installed version 51.0.12 and can now access my files. Obviously not an ideal solution but certainly a viable workaround for me.

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    Atul_Saini
    Atul_Saini
    Legend
    Aug 30, 2022 8:50 PM UTC

    Hi KevOC,

     

    Sorry for the trouble. We are investigating this issue. Would you mind collecting the logs from your machine using this link- https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html? Please upload the logs to CC or Dropbox and share the link with me via private message ( go to my profile, click send a message button). 

     

    After you have collected the logs, please try to create a new admin user account (Mac/Win) and check if that help. 

    If the problem persists, please roll back to the previous version and share the results. 

     

    Awaiting your response. 

     

    Thanks,

    Atul_Saini

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    KevOCAuthor
    Participant
    Aug 31, 2022 7:53 AM UTC

    Hi Atul_Saini,

     

    I'll speak with my IT help people to get this done (my machine is locked down).

     

    Regards,

    Kev

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    Atul_Saini
    Atul_Saini
    Legend
    Aug 31, 2022 8:34 AM UTC

    Ok, thanks, KevOC. Please share the logs before troubleshooting so that we may investigate the root cause. 

     

    Thanks,

    Atul_Saini

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