XD file opening on a PC but not on my Mac (different user accounts)

Question

I'm having problems opening a cloud doc in XD. Much like others with a similar issue, the loading progress bar hangs just before completion and XD freezes, even occasionally shutting down my mac.

The file in question had been worked on collaboratively. I've been able to download the file from Adobe cloud but the same problem occurs when I try to open it. I have sent the file to a friend (PC, different user account) and he is able to open the file with no problem. He has tried saving with a different name, copying the content to a new file including artboards and copying just the content without artboards. The file without artboards opens but XD is unresponsive. The file with artboards still hangs.

I'd appreciate a rapid response from Adobe as this issue is now holding up delivery to a client.

Cheers

Rishabh_Tiwari · Answer

Hi there,

Sorry to hear about the trouble. Please ensure that all the collaborators have the latest version of XD which is 39.0.12. In case if it is already updated to the latest version, please try the steps shared below:

Sign out of XD and Adobe CC Desktop app.
Close CoreSycn and All Adobe-related processes from the Task Manager/Activity Monitor.
Reboot the computer.
Sign back in on Adobe CC Desktop app and launch XD from there.

Let us know if you are able to open the file or if you need any further assistance.

Regards

Rishabh

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