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kelvyn_2445
Participant
October 17, 2025
Question

Unable to download Adobe XD

  • October 17, 2025
  • 1 reply
  • 248 views

I am raising this on behalf of a user I'm supporting - they are unable to download Adobe XD online or through Adobe Creative Cloud despite being a license holder of Adobe XD - Edition 4 within our Adobe Creative Cloud tenant.

 

This user needs to access XD urgently if possible, they are on a Surface Laptop 5 running Windows version 10.0.26200.6899.

 

I am unable to adjust their ID from an Adobe ID to a Federated ID which is what everybody else in our tenant has.

 

Is there a download link you can send to me to allow them access urgently?

 

I would appreciate it if you could get back to me today asap.

 

 

Many Thanks

Kelvyn

 

1 reply

A
Community Manager
Anshul_NautiyalCommunity Manager
Community Manager
October 17, 2025

Hi @kelvyn_2445,

Thanks for reaching out. As checked, I’m able to see any active Enterprise contract associated with the Adobe ID you used to post this query. Based on your description, it seems one of your users who has been assigned an Adobe XD license is unable to download Adobe XD online or through the Creative Cloud desktop app. Please confirm if this is the issue you need assistance with.

 

Could you please let us know what error the user is encountering when trying to download the XD app?

 

Since the license is assigned to the user’s business profile, please ask the user to sign out of the Creative Cloud desktop app. When signing back in, they should select the Work/School Account option in the profile chooser.

If the issue persists, please ask the user to follow the steps outlined in the following articles and then try downloading the app again:

https://adobe.ly/4qunlui

https://adobe.ly/47hfJm9

If the issue still persists after completing the above steps, please use the Creative Cloud Cleaner Tool on the user’s machine. Once done, restart the machine.
You can find detailed steps here:
https://adobe.ly/47dRuFc

Additionally, try creating an XD app package from the Admin Console and install it on the user’s machine after the restart. 
You can find detailed steps here: https://adobe.ly/48uhGOe

Hope this helps. Let us know if the issue persists.

 

Regards,
^AN

K
kelvyn_2445Author
Participant
October 20, 2025
Hi Anshul,
 
I tried your 4 suggestions and the issue is still persisting unfortunately. 

 

 

 

 

 
- Deleted Adobe Certificates successfully as detailed in https://adobe.ly/4qunlui
(didn't fix the issue)
- Creative Cloud Cleaner Tool couldn't install correctly https://adobe.ly/47dRuFc
 
- Limited Access Repair Tool wouldn't install - and when using the manual method, the hosts file didn't contain any Adobe related entries to begin with https://adobe.ly/47hfJm9
 
- Created multiple Adobe XD only packages which wouldn't install, the .msi installer file within the extracted Zip file would show the loading bar going backwards and then cancel without providing any error messages every time https://adobe.ly/48uhGOe
 
 
 

 

 

 

 

 

 

 

K
kelvyn_2445Author
Participant
October 21, 2025

Hi Anshul,

 

Hope you're doing well. Do you have any other ideas I could try to help solve this issue?

 

Let me know if you need any further information.

 

 

Many Thanks

Kelvyn

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