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Error 3635, 3634, 3624 Cannot create new document in XD.

Forum|Forum|6 years ago
February 17, 2019
38 replies
103310 views

I have gone through these forums and have tried every recommended solution. Restarted Adobe CC, reinstalled Adobe CC, restarted computer, reinstalled XD, used the cleaning tool ETC. Nothing works. I have documents on there that I need for school and cannot access them.

These are the errors that I am getting:

If anyone can provide me with a solution ASAP it would be very appreciated. I need access immediately.

Thanks

Product performance

Correct answer Atul_Saini

Hi everyone,

Sorry to hear that you're unable to open the file and getting an "Error 3635, Cannot create a new document in XD" or other similar errors while opening or creating a cloud document. We'll try our best to help you with this.

This list of solutions may seem long, however, I can assure you that it has helped a lot of customers with this error.

Please start with Part one (Mac/Win) and proceed to Part two if the problem persists on the windows machine.

Part one (Mac/Win):

1. Ensure that XD is up to date using this link (https://helpx.adobe.com/in/creative-cloud/help/creative-cloud-updates.html).

2. Follow the instructions mentioned on this page step by step (https://helpx.adobe.com/xd/kb/issue-saving-xd-file-creative-cloud.html). Before proceeding to the next step. Please upload the logs to CC or Dropbox and share the link with me via PM (click on my name and hit the message button on my profile). This would help us to get to the root cause and investigate further.

3. Please try cleaning the Creative Cloud desktop app from the cleaner tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html and then reinstall the Creative Cloud desktop app from here (https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html).

Part two: For Windows

1. We need to navigate to the following locations and rename the "Core Sync, OOBE, SLStore, SLCache, all AAM related folders" as "Core Sync_old" and similarly with the OOBE_old and so on.

C:\Program files(x86)\Adobe\Adobe Sync\
C:\Program files(x86)\Common\ Adobe
C:\ProgramData(Hidden)\Adobe\
C:\Users\Username\AppData(Hidden)\local\Adobe
C:\Users\Username\AppData(Hidden)\Roaming\Adobe

2. Reinstall the Creative Cloud desktop app from here (https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html).

If you still face issues, please share logs and the XD file with Harshika Verma over a private message so that we can escalate the issue to the team for further investigation.

Note: Please add your logs and XD file to a shared location such as CC or Dropbox and share the URL with me over a private message.

We will try our best to help.

Thanks,

Atul_Saini

Show previous replies

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ibepeedi

New Participant

Reading this alone and trying to understand it is giving headache can someone explain better

Like a step by step solution won't be bad please I have an internship interview on Wednesday and the training starts tomorrow

Preran

Community Manager

No worries, please get in touch with our tech support team using this link https://adobe.ly/2WYE62m Use the chat button to get started. Let us know if you need more info.

Thanks,

Preran

P

PratiKamal1

New Participant

HARSHIKA_VERMA

Community Manager

Hi Prati,

We are sorry to hear you're having trouble opening a document in XD. We have seen a similar error in the past: https://community.adobe.com/t5/adobe-xd/error-3635-cannot-create-new-document-in-xd/td-p/10699520?page=1 Please try the solution mentioned in the post.

If that doesn't help, it would be really helpful if you can share a short video of the workflow for better understanding.

We will try our best to help.

Thanks,

Harshika

Sjaani

Adobe Expert

Have you contacted Adobe Customer Care and asked them to assist?
They should be in a position to view your account and are better placed to help if there is a technical issue which needs to be resolved.

D

danet62615298Author

New Participant

I ended up having someone fix the problem from remote access. It seems that some folders were not changed/updated with the new update and had to be renamed manually so Adobe CC could install properly. If anyone is having the same issues that I am having you can do this yourself. Just follow these steps:

Rename the "Core Sync, OOBE, SLStore, SLCache, all AAM related folders" from following locations

For Windows: C:\Program files(x86)\Adobe\Adobe Sync\

C:\Program files(x86)\Common\ Adobe

C:\ProgramData(Hidden)\Adobe\

C:\Users\Username\AppData(Hidden)\local\Adobe

C:\Users\Username\AppData(Hidden)\Roaming\Adobe

HARSHIKA_VERMA

Community Manager

We are glad to hear you are back on track and thank you for sharing the solution that worked for you. Please feel free to reach out to us in the future for any query related to Adobe XD. We would be happy to help.

Thanks,

Harshika

S

Serge1954

New Participant

Aidez moi a résoudre ce problème code d'erreur 3635 (impossible de créer le document)

Sjaani

Adobe Expert

Your image is too small to see the error in the image. Based on your title I would suggest having a look at this thread where the same error code has been discussed.

JosephExperience

New Participant

I'm using Windows 10 Pro Build 1903.

I did an update on Creative Cloud Desktop and reinstall AdobeXD, but no result!

I've got the latest .NET Framework and DirectX drivers.

I really need to use AdobeXd, is the better option for my designs.

Thank you in advance!

HARSHIKA_VERMA

Community Manager

Hi Joseph,

We are sorry to hear you are facing trouble creating a document in XD and getting error 3634. We would request you to please try the solution mentioned in this post: https://community.adobe.com/t5/Adobe-XD/error-3624/td-p/10353813 and let us know if that helps.

Thanks,

Harshika

JosephExperience

New Participant

Thank you! I will try it right away!

forrmall

Participating Frequently

Hello,

I'm solving very slow performance of Adobe XD on Windows 10 Pro 1903 64bit. System is running without problems, other Adobe apps running smooth.

I have problems with opening existing files from local disk, when is file opened after 10 mins, everything is very slow, editing of text takes seconds, texts are disapearing etc. XD is practicaly unusable.

I've followed tutorials how to clean instalation with Adobe Cleaner Tool, also reinstaled XD and Cloud app several times. I've also updated graphic drivers. Everything updated, all Adobe apps, Windows.

Now in clean instalation I got error while creating new clean document: Adobe XD Can't create document (Error code: 3635) see screenshot.

I really don't know what to try more.

Jan

Preran

Community Manager

Just to be sure, did you use the CC cleaner https://helpx.adobe.com/ca/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to do a clean uninstall of CC before you reinstalled it?

forrmall

Participating Frequently

Yes, several times, with restarts, but no luck.

naveenb87862361

New Participant

When I am creating a new document in XD, facing an error (Error code: 3624).

Tired a lot of methods like:

Updating OS, Updating Adobe cloud, and Reinstalling the XD but nothing is working out.

MAC OS Version: Mojave 10.14.3

Adobe Cloud Version: 4.8.0.421

XD Version: 16.0.2.8

Can anyone help me with this?

Atul_Saini

Community Manager

Hi Naveen,

Sorry that you are unable to create a new document with Adobe XD. I would request you to try the steps mentioned here: - Issue saving xd files to creative cloud and update this discussion with the results.

Thanks,

Atul_Saini