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Answered

Error -"Sorry we can't open this document in Adobe XD" or Error 47 while opening the cloud document.

Forum|Forum|19 years ago
August 10, 2006
53 replies
192498 views

Hello

If i will open a document from the cloud in XD i get this message:

Sorry we can't open this document.

Its a very important document for school. Who can help me?

Correct answer erik-nl

In case anybody needs a real fix, instead of the Adobe responses that don't work:

If you get error 47 after your computer has crashed, there most likely is a corrupt version of your file stored locally. I tried clearing temp files and all other suggestions, but couldn't get it fixed.

What did fix it in the end, was going to the CC Desktop app, and into your files. Locate the file that won't open, right click on it and select "make available online only". Now when you open the file it is pulled from the Cloud, and not the corrupt copy on your disk.

Hope that helps.

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H

HaDT

New Participant

When I try to open the doc from my XD app I see the following message:

Sorry, we can’t open this document. Access this document’s history to save a copy of a previous version. (Error 47)

When I click on the link in the message it leads me to Creative Cloud website. But i can't download the file

It only display: Downloading Files (0 of 1) and no response

H

HaDT

New Participant

Can I do something to recover my project?

adisad63880778

New Participant

Hi, I was working on a design project in Adobe XD (saved on cloud). My Mac restarted because of a problem. After that, I see the project listed in cloud doc when I launch XD on Mac, but the doc is not listed in cloud documents in my adobe account when I go online.

When I try to open the doc from my XD app I see the following message:

Sorry, we can’t open this document. Access this document’s history to save a copy of a previous version. (Error 47)

When I click on the link in the message it leads me to an assets link just loading.

Can I do something to recover my project?

Fearless23

New Participant

I was working on a design project in Adobe XD. Then power gone off and computer shuts down.

When i reopen file it shows an error with error code 47. All other files are working fine except the one working at the time.

Size of file at the momemt is 0 kb.

Solutions i tried::

1. Getting file from TempState in appdata/local....., there were 2 files in different folders by the name of copy.xd with size 0kb.

Copied them to other drive, they also didn`t work.

It create blank project in the process.

System Details

Windows 10 Vrersion 1607 OS Build 14393.1358

Adobe XD Version: 0.6.28.10 Beta

Mihnea Ovidenie

Community Manager

Hey,

I have the same issue.

After updating today to the latest beta, I can't open my .xd file anymore - same error.

OS: latest Windows Insider Build - but that didn't changed since last use of XD.

Greets

Hi,

I have some questions on your issue:

1. You worked on your document for some time with the previous version, you saved it, updated XD to latest beta and then you cannot open the document?

2. Were you able to open the document at least once after the upgrade?

3. Does it happen with all your documents?

4. Can you create new documents with the latest XD version? Can you save them?

5. Where is the document located on your storage?

6. Can you tell us more about the content of your document? How many artboards/ images? Can you share it with us via a private email?

Cheers,

M.

shaunh48043235

New Participant

a

UX-Nexxer

New Participant

The same here...

I did all the procedures. My mates can open the file on the adobe cloud but I can't.

I'm the owner so I made a copy on my machine and restored it to the cloud and reshared but that not solve the problem. I also reinstalled XD.

HARSHIKA_VERMA

Community Manager

Hi there,

Sorry for the delay in response. Would you mind trying to go to the previous version of the file & see if you are able to open the file?

We would also suggest checking the file at https://assets.adobe.com/ and let us know if you are able to see the file.

We will try our best to help.

Thanks,

Harshika

attaf othman

New Participant

Hi All,

Am facing this problem on Adobe XD, when am working on the file for like 1-2minutes, i get the "Connecting" pop up, then i got a message saying:

"Something went wrong - Sorry we can't open this document. Access this document's history to save a copy of a previous version. ( error 2143)."

Then the app quits. i tried: Restarting the computer, updating the app/Creative cloud, Deleted file and restored it.. ) nothing.

Please let me know what i can do thanks!

L

lcastro2

New Participant

My workaround to get a file to open in XD was sharing the cloud link with another Adobe CC user. He was able to open the cloud document and save it locally.

HARSHIKA_VERMA

Community Manager

Thanks for sharing the workaround solution that worked for you. This will help our user to fix the same issue. Please let us know if you need any assistance in the future. We would be happy to help.

Thanks,

Harshika

B

bill_t

New Participant

Same error just now

Got round it by logging in to different Mac user account, then CC.

kemikalgeneral

New Participant

Hi guys,

I'm having this now too

Everything was working fine when I left on Friday, and now it wont open, just sates 'Sorry, we can't open this document.'.

The file is in my Cloud Documents, but wont open. I can open the published link I've sent out, but I REALLY need this file back available to open in XD so i can carry on with my work and not have to start again!

Please help, I don't have access to another computer with XD on, so what can I do?!

Thanks!

HARSHIKA_VERMA

Community Manager

Hi there,

We're sorry to hear that you're having trouble opening the cloud files in Adobe XD. Could you please confirm if you've tried the steps mentioned in the above posts?

Please share the OS and XD version of your machine and let us know if you face any issues with this.

Thanks,

Harshika

kemikalgeneral

New Participant

Hi,

I tried the steps above as much as possible, without having access to another machine, but sadly to no avail.

I do have it sorted now though. I created and setup add other user on my PC, downloaded XD, signed in with my normal details, and managed to open my files through the new account (new PC user, same Adobe account).

After sending myself a local copy of the project, I was able to open it up in my normal account, but this is VERY poor Adobe.

I seen this issue, and variations of it, going back a couple of years which is an INSANE amount of time not to have fixed it. If it wasn't for the fact that I'm nearly done with this project, I would (and will from now on) switch to another design package as this cannot keep happening. It's ok for you guys as my little project doesn't mean anything, but this nearly cost me my job and my reputation that I've spent years building.

It's not just the big guys that keep you in business, you should look after the little guys too, everyone grows, no-one forgets.

E

elis19519578

New Participant

I think this msg - 'sorry can't open this document' occurs when you try to open a cloud document without running your adobe cc app, if your not signed in or when xd is not connected to cc server.......

whenever i get this msg ill close xd >open cc app >open xd> open cloud document> it runs (you can see cloud docs and can't open it means your internet is so slow or server down.)

if nothing of above works try reinstalling adobe cc.

(I told my exp if nothing works then...ask help from adobe)

Atul_Saini

Community Manager

Hi Elis,

Sorry that you are still experiencing this issue. Would you mind opening this file on a different machine and check if that works? If it is possible for you, it would be great if you could share the file with us so that we can test it here at our end.

In addition to this, I would also request you to collect the logs mentioned in message number 1 and share the link if the uploaded docs.

Thanks,

Atul_Saini

M

manaseen94767035

New Participant

My PC crashed when I was working on a project. Now I see the project on the cloud, but I'm unable to access it on any system. Please help!

Atul_Saini

Community Manager

Hi Johanvanderkolk,

Sorry that you are unable to open the existing document. We would need some information and a few logs to investigate it further.

Could you please share the version of Adobe XD: Go to Help > About XD, exact version of Creative Cloud sync: Open Creative Cloud desktop app, go to Preferences > Creative Cloud > Files? Other than this information we would need the following logs as well.

I am assuming you are using a windows machine. Please share the OS build as well.

AdobeXD.log: %localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\
ACPLocalLogs:%localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\ACPLocalLogs

Note: For the logs above paste" %localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\ " in the address bar of windows explorer, you would get to the Local State folder where you can find the above logs.

Run the log collector tool available here: -https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share the link of the logs.

You may upload these logs to CC or Dropbox as a zip file and share the link with me in a private message. Please let me know in case you face trouble grabbing any of the logs.

Meanwhile, I would request you to try to create a new admin user account and check if allows you to open this document, you may also try to open this on a different machine and check if that works.

Thanks,

Atul_Saini

johanvanderkolkAuthor

New Participant

The problem is solved. I opened the file on another computer.

Atul_Saini

Community Manager

That's awesome that it worked for you, I would request you to please share the logs from your machine so that we can investigate matter closely.

Thanks,

Atul_Saini

C

ColinDeD

Participating Frequently

The project worked fine yesterday, but when I wanted to start working today it couldn't open the document anymore.
The project is stored in the Creative Cloud Storage and I don't have a local copy. All my work is gone.

This is the second time this happens this weekend, after a crash yesterday I lost all my work and had to start over again, because even though the last saved version of my project included the lost work, I could not get it back.

I hope someone has a fix for this, because I don't wanna start working on this project all over again a third time. Thanks.

EDIT: I'm on the latest version of Windows 10, Creative Cloud and Adobe XD. All my drivers are up to date.

Atul_Saini

Community Manager

Hi ColinDeD,

Thanks for reporting this issue and sharing the screenshot here. We would need some information and a few logs to investigate it further.

Could you please share the version of Adobe XD: Go to Help > About XD, exact version of Creative Cloud sync: Open Creative Cloud desktop app, go to Preferences > Creative Cloud > Files and other than this information we would need the following logs as well.

AdobeXD.log: %localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\
ACPLocalLogs:%localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\ACPLocalLogs

Note: For the logs above paste" %localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\ " in the address bar of windows explorer, you would get to the Local State folder where you can find the above logs.

Run the log collector tool available here: -https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share the link of the logs.

You may upload these logs to CC or Dropbox as a zip file and share the link with me in a private message.

Please let me know in case you face trouble grabbing any of the logs.

Thanks,

Atul_Saini

H

hamideh

New Participant

Hi , who can help me?

one of my important xd document was deleted , because I didnt mark the last version of it on cloud, now How can I access it? please help me , I really need your help.

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