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Cloud Documents view on Adobe XD doesn't show my files

Community Beginner ,
Jul 15, 2021 Jul 15, 2021

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After the last update for Adobe XD v41, Cloud Documents view on XD does not show the files there!

It only shows a pre-loader that loads forever! I can't access the cloud files through XD but I can through CC Web.

 

Cloud%20Documents%20View.png

 

Any ideas fellows?

TOPICS
Crash on mac, Data loss, Open and save docs

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Adobe Employee ,
Jul 15, 2021 Jul 15, 2021

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Hi There,

 

Thank you for reaching out and sorry to hear that you're having trouble opening the cloud documents.Would you mind sharing the OS version of your machine? Have you tried signing out of XD and Creative Cloud app, restart the machine and then sign back in? Please ensure whether core sync is uptodate and its running. 

Also would you mind sharing the screeshot of ceative cloud application and About section screenshot(version) of Creative cloud.

 

 

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Community Beginner ,
Jul 15, 2021 Jul 15, 2021

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Hi,

Thank you for your help.

 

here are the versions of MacOS, XD, and CoreSync.

 

About macOS.png

About XD.png

CloudSync.png

I used Adobe Cleaner Tool to clean CoreSync, then Logout from my account quit Adobe XD, Kill ADobe CC process.

The view works as expected for a certain amount of time, then the problem happens again and again.

 

   

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Adobe Employee ,
Jul 16, 2021 Jul 16, 2021

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Hi o.mismar,                   

 

I thank you for your patience and sending us the required information. If you face this issue again then please take the creative cloud logs immediately and share the logs to me via DM (ayyanago@adobe.com), so that we can resolve your issue at the earliest.Here is the Helpx page link to get the creative cloud logs-https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

 

Please feel free to update this discussion in case you need further assistance and we will be happy to help.

 

Regards,

Akhilkumar

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Community Beginner ,
Jul 24, 2021 Jul 24, 2021

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Hi Akhilkumar,

Thank you for your prompt response.

 

I sent you the zxp file you requested. Wishing to solve this problem asap since it is very annoying and time-consuming to access CC files through the web every time!

 

Regards,

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Adobe Employee ,
Jul 26, 2021 Jul 26, 2021

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Hi o.mismar,

Thanks for the information. We are looking into this issue and logged a bug too. Could you please confirm again whether you are still facing this issue? 

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Community Beginner ,
Jul 26, 2021 Jul 26, 2021

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Yes, it is still happening. I wish to resolve it asap since it is affecting my productivity.

Regards,

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Adobe Employee ,
Jul 26, 2021 Jul 26, 2021

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Hi o.mismar,

 

We are sorry to here this and we understand your concern. We have raised this issue and will try to resolve it at the earliest.

 

Regards,

Akhilkumar

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Adobe Employee ,
Sep 22, 2021 Sep 22, 2021

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Hi o.mismar,

I Hope everything is going good. Could you please confirm whether you are still facing the issue? 

 

Regards,

Akhilkumar

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