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shannonc77773
shannonc77773
Known Participant
April 24, 2020
Answered

Cloud Documents doesn't work on Windows 10 (virtual machines)

  • April 24, 2020
  • 1 reply
  • 3046 views

NO idea how nobody has posted this before! Need help with virtual Windows 10 machine issue we're seeing company-wide. 

 

Some of our collaborators in XD use Macs, and some use PCs only, and some of us have both. So we need to be able to create, edit, and share cloud documents across both platforms. The thing is, all of us that have access to PCs, our PCs are virtual machines only (we don't have physical computers -- even when physically in the office, we're using thin clients to access the remote desktops, though we can also obviously remote into our PCs from our home computers, both PCs and Macs).

 

So when we log into the Windows 10 version of XD, and go to Open > Cloud documents, nothing is there at all. For any of us. (We know permissions are correct because sometimes it's our own files that we can't see, and the files are there in assets.adobe.com, and many of us have Macs we can see the files on). 

 

Help??

 

(64-bit, x64 processor, Windows 10 Enterprise, Version 1809, OS build 17763.1098 -- specs are for my Windows 10 VM only, not my colleagues necessarily)

    This topic has been closed for replies.
    Correct answer HARSHIKA_VERMA

    OK! I DM'd you the log files.

     

    And, I forgot to say, thank you so much for your help so far! 


    Thank you for sharing the additional information. I received your log files. I have logged a bug for your issue so that the team can start working on your issue.

     

    I really appreciate your patience.

     

    Thanks,

    Harshika

    1 reply

    HARSHIKA_VERMA
    Community Manager
    HARSHIKA_VERMACommunity Manager
    Community Manager
    April 27, 2020

    Hi Shannon,

     

    We are sorry to hear you're having trouble opening cloud documents in XD on windows virtual machine. We would like to know a few more details like-

     

    • Would you mind telling us since how long you're facing this issue?
    • The screenshot of your about your XD info page.
    • Is it happening on all the virtual machine?
    • Is it possible for you to share your Adobe ID, phone number and location with me over a private message?

     

    We will try our best to help.

     

    Thanks,

    Harshika

     

    shannonc77773
    shannonc77773Author
    Known Participant
    May 4, 2020

    Thanks Harshika! Apologies for the delayed reply. Yes. 

     

    • My colleagues have been experiencing this since mid-2019, I have been experiencing it since February.
    • I'm not sure what page exactly you mean. Here is the version information screenshot -- is that right?  
    • Yes it is happening on all our virtual machines. For those of us with physical Mac computers, Cloud documents works fine. 
    • Yes I will DM you. 

     

    Thank you so much and please let me know what other information I can provide! 

    shannonc77773
    shannonc77773Author
    Known Participant
    May 6, 2020

    Thank you for sharing the information with us. Would you mind confirming if you're working on an enterprise network? We have the current XD version available as (28.8). Could you please update and let us know if that helps?

    Have you tried logging out of CC desktop and log back in and see if that helps?

    It would be really helpful if you can share the Adobe XD log file using this link: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html You may upload the file to a shared location such as Creative Cloud app or Dropbox and share the url with me over a PM.

     

    I will try our best to help.

     

    Thanks,

    Harshika

     

     


    Yes! Confirming enterprise network. Just updated and the problem is still happening, though the program seems even more laggy than before. I still can't create or save XD Cloud documents, which means every time I want to exit the program I either have to save a local file or force-quit. 

    Yes I have tried logging out of CC and logging back in. I will work on the log file collector with my company's IT department as I don't have permissions to run the exe. 

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