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Robin Waroquier
Robin Waroquier
Participating Frequently
June 9, 2021
Question

Adobe XD cloud documents keep on saving

  • June 9, 2021
  • 2 replies
  • 3651 views

Hi there 

 

I troubleshoot when opening or editing a cloud file in Adobe XD. Messages I'm receiving are attached. It keeps on saving all the time. Even when opening older or new documents, i receive an error message when going to coediting. 

 

Version XD: 41.0.12

Mac: Big Sur 11.4

 

Is this problem known?

 

Thanks in advance. 

 

 

    This topic has been closed for replies.

    2 replies

    A
    Abhidas
    Participating Frequently
    June 15, 2021

    Hi Robin,

     

    Our engineering team is asking for how long it was showing Saving.. for you or how long did you wait for it to get saved? Can you give us an approximate time? It will be very helpful to investigate it.

     

    Thanks and Regards,

    Abhishek Das (Adobe XD Team)

      Robin Waroquier
      Robin WaroquierAuthor
      Participating Frequently
      June 24, 2021

      HI There

       

      the problem is still nog fixed. IOs there any workaround? Only if i sign out of creative cloud and sign back in, it works for 10 minutes.Thanks. 

        Robin Waroquier
        Robin WaroquierAuthor
        Participating Frequently
        June 25, 2021

        Hi Robin,

         

        Thank you for sharing the information. Sorry to bother you again but we still need some more information and new set of logs. So kindly provide the below details also.

        1. First reproduce the issue with a specific file and provide the file name. That will really help us to debug the log. 
        2. After reproducing the issue please collect new log using Creative Cloud Log Collector tool and share the link for the shared location where you uploaded the log.
        3. Go to ~/Library/Application Support/Adobe/CoreSync/ this location and share the whole CoreSync folder. You can covert the folder to a zip and then can share.
        4. Let us know the cloud storage quota left for you. You can check this in Creative Cloud Desktop App > Cloud icon in top right hand side near your profile icon. You can share a screenshot for this.
        5. Lastly if you can share your system info i.e 

          Model Name

          Model Identifier

          Processor Name

          Processor Speed

          Number of Processors

          Total Number of Cores

          L2 Cache (per Core)

          L3 Cache

          Hyper-Threading Technology

          Memory

          System Firmware Version

          SMC Version (system)

          Serial Number (system)

          Hardware UUID

          Provisioning UDID

           

         

        I know it's a lot of things to share but it will really help us to debug the issue if you can share all those information.

         

        Regards,

        Abhishek Das (Adobe XD Team)


        1. ADM_Concept_Moodboard_Branding
        2 & 3 download here: https://we.tl/t-c7DgFeT0K8
        4. 80GB left 

        5. Hardware Overview:

           Model Name: MacBook Pro

          Model Identifier: MacBookPro15,1

          Processor Name: 6-Core Intel Core i7

          Processor Speed: 2,6 GHz

          Number of Processors: 1

          Total Number of Cores: 6

          L2 Cache (per Core): 256 KB

          L3 Cache: 9 MB

          Hyper-Threading Technology: Enabled

          Memory: 32 GB

          System Firmware Version: 1554.120.19.0.0 (iBridge: 18.16.14663.0.0,0)

          Serial Number (system): C02X82B1JGH6

          Hardware UUID: EC5B18A7-31D4-50E8-8207-02317469B8BE

          Provisioning UDID: EC5B18A7-31D4-50E8-8207-02317469B8BE

          Activation Lock Status: Enabled

         

        A
        Abhidas
        Participating Frequently
        June 9, 2021

        Hi Robin,

         

        We are sorry to hear that you are facing this issue with Adobe XD. I would suggest you to please collect the logs using Creative Cloud Log Collector tool.

        And share the log with us. You can upload the logs in a shared location and provide us the link here.

        After collecting the logs kindly try the steps mentioned below.

        1. Sign out of Adobe XD and Adobe CC Desktop app
        2. Close Core Sync process and all Adobe Related Processes from Activity Monitor.
        3. Sign back in Adobe CC Desktop app and launch XD from there and check if you are able to save the file now.

         

        I hope this will help you resolve the issue.

        Regards,

        Abhishek Das (Adobe XD Team)

         

          Robin Waroquier
          Robin WaroquierAuthor
          Participating Frequently
          June 10, 2021

          Hi there

           

          Please find the log file here. It seems after sign-out and deleting Adobe related activity in actitymonitor, the problem was solved. But here it is again today. https://we.tl/t-nQJ0jApg1l


          Thanks for your help. 

            A
            Abhidas
            Participating Frequently
            June 14, 2021

            Hi

             

            Thanks for sharing the log. A bug is logged for this and our engineering team is looking in to that. In future releases you will get the fix. 
            Thanks for your co-operation and patience. 

            Regards,

            Abhishek Das (Adobe XD Team)

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