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I lost 5 hours of important work on my XD project

Explorer ,
Sep 28, 2022 Sep 28, 2022

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I lost 5 hours of important work on my XD project today! That can't be true!
Only the work between 6:45 and 9:50 is shown in the timeline.
How can the last status be restored? Thank you for your urgent support. Regards

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Explorer ,
Sep 28, 2022 Sep 28, 2022

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Further info:
I see that the synchronisation was 6 hours ago now.

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Adobe Employee ,
Sep 29, 2022 Sep 29, 2022

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Hi @caln2456029,

 

Sorry for the trouble, and we will try our best to help you in recovering your work.

 

  • Is it a cloud document?
  • When was the last time you made changes to the file? 
  • Please ensure you're logged in with the right Adobe ID.
  • Would you mind confirming if you have tried opening the file from here: https://assets.adobe.com/cloud-documents?
  • Was anybody else working on this file as well?

 

Thanks,

Harshika

 

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Explorer ,
Sep 30, 2022 Sep 30, 2022

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Hello Harshika,

- it is a cloud document

- I have been working on it all day

- The Adobe ID is right -  I never changed it

- I opened as usual the doc from the assets cloud

- I am working alone on it

 

Thank you,

Oli4

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Adobe Employee ,
Sep 30, 2022 Sep 30, 2022

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Thanks for sharing the requested info, @caln2456029. Is it possible for you to share the XD file and logs with me over a private message? If yes, please upload the file to a shared location such as CC or Dropbox and share the URL with me.

To ensure you've tried signing out of XD and Creative Cloud desktop app, close all the processes from Task Manager on windows/Activity monitor on mac. Restarted the machine and launched XD from the Creative Cloud desktop app.

 

I will try my best to help.

 

Thanks,

Harshika

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