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

Community Beginner ,
Apr 01, 2019 Apr 01, 2019

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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?

 

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Crash on windows, Product performance

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correct answers 2 Correct answers

Adobe Employee , Mar 15, 2019 Mar 15, 2019
Hey everyone, Sorry to hear that you're unable to open the file and get an error "Sorry that you are unable to open this document." or  Error 47, unable to open the document." We'll try our best to help you with this.  First, there are two quick solutions which you may try.  Open the same file on a different machine or user account( Windows 10/ Mac).  Download a previous version of the file from version history from assets.adobe.com using these steps (https://community.adobe.com/t5/adobe-xd/revision-history-in-xd-helps-ensure-peace-of-mind-during-collaboration/m-p/10703548?page=1#M18044...

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Adobe Employee , Mar 15, 2019 Mar 15, 2019
Hi there! This error message generally means that you don't have permissions to view the document, or that the document doesn't exist. Since you're obviously sharing between team members, is it possible that you have more than one Adobe IDs and are logged into one of them?-Elaine

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replies 305 Replies 305
Community Beginner ,
Apr 01, 2019 Apr 01, 2019

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Adobe XD Version: 17.0.12.11

Creative Cloud Sync: 4.2.1.51

Creative Cloud App Version: 4.8.1.435

LogCollector FIles download

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Adobe Employee ,
Apr 01, 2019 Apr 01, 2019

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You have been a great help here, that would be all at the moment. I would let you know in case we need anything else from your end. Thank you once for your cooperation.

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Adobe Employee ,
Apr 02, 2019 Apr 02, 2019

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Hi ColinDeD,

Thanks for your cooperation earlier, I would also request you to enable the crash dump using the steps mentioned here: - How to generate crash dumps on a Windows machine so that we can retrieve the logs in case you encounter any crash going forward.

Thanks,

Atul_Saini

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Community Beginner ,
Apr 03, 2019 Apr 03, 2019

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It's enabled now!

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Adobe Employee ,
Apr 03, 2019 Apr 03, 2019

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Great, please lets us know in case you experience a crash with XD. I would also request you to update to the latest version, here are the steps: -Update apps to the latest release of Adobe Creative Cloud.

Thanks,

Atul_Saini

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New Here ,
Apr 03, 2019 Apr 03, 2019

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Im having the same problem sharing the on the Adobe Cloud.  When we go to open it up from another location we get the same message as above.  There is no other machine to open it up on.  Please advise.

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New Here ,
Apr 03, 2019 Apr 03, 2019

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We are both on the latest versions of XD on Windows 10.

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Adobe Employee ,
Apr 03, 2019 Apr 03, 2019

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Hi Shannon,

Could you please confirm if you are running Adobe XD 18? If yes, I would request you to share the logs mentioned in message #1 and enable crash dump mentioned in message #9?

Awaiting your response on this.

Thanks,

Atul_Saini

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Community Beginner ,
Dec 06, 2019 Dec 06, 2019

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Hi, Even I am facing the same issue. I have an important project file in my cloud and I am not able to open that. I've even tried with Signing out and Signing In, but still, I am facing this issue. But when I tried to open in my mobile I was able to open the project. Please have a look into this issue. And please get me a solution to get it back.

 

Regards,

Amal Johny

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Adobe Employee ,
Dec 06, 2019 Dec 06, 2019

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In the time we understand what's causing this issue, can you you try opening the file from https://assets.adobe.com/cloud-documents? You can also try opening a previous version of the document from the version history if you are facing issues with using the current version.

 

Thanks,

Preran

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New Here ,
Jan 08, 2020 Jan 08, 2020

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Hi. I've lost my work on one file, since the file is more than 1 month old.

Tried to load from here: https://assets.adobe.com/cloud-documents/urn:aaid:sc:US:cbc457ae-7537-462b-951c-068d798e75df, and clicking Open on Adobe XD, with no success.

 

Could you, please, help me recovering it? Thanks a lot.

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New Here ,
Mar 08, 2020 Mar 08, 2020

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same problem with me now.

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Adobe Employee ,
Mar 10, 2020 Mar 10, 2020

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Sorry to hear about your experience. Can you try the solutions in this doc https://helpx.adobe.com/xd/kb/issue-saving-xd-file-creative-cloud.html If you need more assistance, use the chat button on this page https://adobe.ly/2WYE62m to get in touch with our tech support team for further investigation.


Thanks,

Preran

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New Here ,
Apr 26, 2020 Apr 26, 2020

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Hey there this worked for me and I decided to share...I updated my Creative Cloud Desktop app, updated my Xd there and it started working again. So I guess I had an update problem.

 

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Adobe Employee ,
Apr 28, 2020 Apr 28, 2020

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Hi Jownie,

 

Glad to hear it has been resolved! Feel free to reach out if you have any other questions or issues in the future.

 

Regards

Rishabh

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New Here ,
May 18, 2020 May 18, 2020

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i'm aware of the other topics about this situation but i tried all solutions but nothing changed. it was a cloud document. i can see it on my Desktop Xd but i cant access it. Mostly the solution is "try with other PC or try with web browser" but i cant see in the "cloud documents" my file with other stuffs. Only my Desktop XD shows it. but  i can nott access it. After all, i send the project to "deleted" location i can see it there now but i cant restore it. 

 

computer turned off while saving. this is the reason of problem i think. I NEED HELP PLZ 😞

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Adobe Employee ,
May 18, 2020 May 18, 2020

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Hi there,

 

Sorry to hear about the trouble, I'll try my best to help you out with this. Could you please try the steps shared here: https://helpx.adobe.com/xd/kb/issue-saving-xd-file-creative-cloud.html

 

Let us know if this helps, or if you need any further assistance.

 

Regards

Rishabh

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New Here ,
May 21, 2020 May 21, 2020

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After updating to the last version, I can´t open my project saved in the cloud. It asks me to recover it at the history panel but can´t access the project. ERROR 47

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Adobe Employee ,
May 21, 2020 May 21, 2020

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Hi there,

 

Sorry to hear about the trouble. Could you please try the suggestion shared here: https://community.adobe.com/t5/adobe-xd/error-quot-sorry-we-can-t-open-this-document-in-adobe-xd-quo... 

 

Let us know if this helps, or if you need any further assistance.

 

Regards

Rishabh

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Community Beginner ,
Jun 07, 2020 Jun 07, 2020

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Hello, I have an issue opening a local file, as soon it finish loading (I can see the designs and in the left bar its printed all the artboards) then  I get the error "There was an error opening the file..." (Error code: 47). After I click ok, the document close and can't do anything.

 

I already tried the steps listed in a similar post with the Error 47 but for cloud documents and didn't fix the problem.(https://community.adobe.com/t5/adobe-xd/error-quot-sorry-we-can-t-open-this ...)

 

I tried opening the file in other computers with different Adobe accounts and the issue remains. I work on this file locally, only have being shared for Design Specs with my dev team.

 

This is a very important document for my company all the new designs for our interface is stored there. Need help urgently my job is on the line for this error.

 

this is the error messagethis is the error message

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Adobe Employee ,
Jun 08, 2020 Jun 08, 2020

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Hi there,

 

Sorry to hear about the trouble. This is strange as generally, we get this error while opening a cloud document. Could you please share a few more details like:

 

  1. A screenshot of the About XD info page.
  2. Where exactly the file is saved? Is it saved locally on your system storage or in any folder which is synced with a network location, like a google drive folder?
  3. Please try changing the location of the file to any other drive and then try opening the file.
  4. If that doesn't help, will it be possible for you to share the file with us so that we can check it on our end? If yes, please add the file to DropBox or any cloud storage and share the link here or you can send it through a private message by clicking on my name. We'll try our best to help you with this.

 

Regards

Rishabh

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Community Beginner ,
Jun 14, 2020 Jun 14, 2020

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Hello,

 

First of all thanks for the support and sorry for the late reply, our office was close a few days. Regarding your notes see below:

 

1.- See About XD Info page below

2.- The file is stored locally in my computer (just in D drive) and the folder is not synced to a network location.

3.- I changed the file location, even the name too and didn't work. Also I copied the file to other computers and even opened with a different Adobe account (not associated with the same email I currently use) and still give the same error.

4.- I sent you the file via private message

 

Thanks a lot for the support, I really hope to hear from you soon

 

ApplicationFrameHost_q9ruEDy04D.png

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Adobe Employee ,
Jun 15, 2020 Jun 15, 2020

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Thanks for sharing the file, I am getting this checked with the team and will keep you posted.

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Community Beginner ,
Jun 28, 2020 Jun 28, 2020

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Hello, is there any update regarding the issue I reported or the shared file?

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Adobe Employee ,
Jul 01, 2020 Jul 01, 2020

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Sorry for the delay in response. We have logged a bug for that file as we were getting the same error on our end as well. Please allow us some time, we will share the update as soon as we hear from the Engineering team.

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