Can't open shared file or save my changes in a shared file

[genevievel30362360]

Hi,

I'm trying to collaborate with two other people on an XD document. One person has created an Adobe XD file and shared it with me, and most of the time, it will not open. It stays stuck at exactly the same point (see screenshot below).

Every 20 tries or so, it opens, and then I can edit the file, but it will not save my changes.

So far, I've tried updating XD, Creative Cloud Desktop. I've tried renaming the Core Sync folder to "CoreSync-OLD" as was suggested somewhere in a forum. I've tried clearing my cache / cookies since I was having CC issues last week that I thought might be related. I've obviously tried signing out of CC, quitting CC, restarting the machine, etc. Nothing has worked.

Please help!

Thanks

[xapaliman]

Creative Cloud to re-install.

[genevievel30362360]

I've tried that. Multiple times. Doesn't fix the problem.

[Preran]

Thank you for taking care of the initial troubleshooting. I suggest getting in touch with our tech support team using this link Contact Customer Care​ for further investigation. Let them know of the troubleshooting you have done so far so that you don't end up repeating them.

Let us know if you need more assistance.

Thanks,

Preran