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2161 error while opening cloud xd file

New Here ,
Apr 27, 2023 Apr 27, 2023

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error.JPG

So the file is shared by another person, I can open it on another laptop remotely and also my team member can open it with my login credentials adobe, but I am not able to open it on my laptop.

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Adobe Employee ,
May 01, 2023 May 01, 2023

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Hi @Rajendra29626262nrzz,

 

Thank you for reaching out, and sorry to hear you are unable to document. Would you mind checking if there are any pending updates on your machine? Please ensure that your Adobe XD is updated on this machine by following the steps suggested here: Update apps to the latest release of Adobe Creative Cloud.

 

Let us know if that helps.

 

Thanks,

Harshika 

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New Here ,
May 04, 2023 May 04, 2023

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I'm having this issue as well and I am up to date and have auto-update on. My team members are able to get into the file but I am not. I'm the original owner of the file too which is weird

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New Here ,
May 04, 2023 May 04, 2023

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Hello! My team is also experiencing this issue. Our apps are up to date but both me and my other team member who originally created the file are unable to open it. 

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New Here ,
May 04, 2023 May 04, 2023

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I am also having this issue, it started around 4pm ET when i was suddenly disconnected from the file and then got the dreaded error message...   this must not be a conicidence that so many are getting this issue

Chanm_0-1683236793339.png

 

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Adobe Employee ,
May 08, 2023 May 08, 2023

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Hi All,

 

We are sorry for the trouble. We would need a few details to investigate the issue.

 

  • Could you please tell us if it's happening with a cloud document?
  • Please share the details of your operating system and the version of XD installed on your machine.
  • Are the collaborators able to open the file?
  • Have you tried opening the file from here: https://assets.adobe.com/cloud-documents?
  • Please generate logs and share XD files as well and upload them to a shared location such as CC or Dropbox and share the URL with me over a private message for investigation.

 

We will try our best to help.

 

Thanks,

Harshika

 

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Adobe Employee ,
May 15, 2023 May 15, 2023

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Hi All,

 

We would like to follow up the issue. Are you able to resolve the issue? Please feel free to update the discussion with the requested info so that we can investigate further and help you.

 

Thanks,

Harshika

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New Here ,
May 15, 2023 May 15, 2023

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Hello, sorry for the delayed response, I did end up opening a ticket with Adobe Enterprise support for this.  And they said that there were other users having the exact same issue and they told me it was a server side issue and a fix was applied to address that, nothing to do with how users did their work.  I can send you the support ticket number if you would like... 

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Adobe Employee ,
May 26, 2023 May 26, 2023

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Hi @Chanm,

 

Thanks for contacting enterprise support. Yes, this was happening with multiple customers. I hope you've provided the details to the team for investigation. Please share the case number so that I can also check from my end and update the bug.

 

Thanks,

Harshika

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