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New file on Adobe XD CC not working

matthieusommer
New Here ,
Jan 10, 2019 Jan 10, 2019

I'm consulting you because I have a problem with Adobe XD on macOS. Indeed, when I click on a new object to start a new project (iPhone, iPad, web,...), nothing happens. I've already tried to uninstall but it didn't change anything.

What to do about it?

Thanks

708
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replies 10 Replies 10
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Abambo Community Expert
Community Expert ,
Jan 10, 2019 Jan 10, 2019

Discussion successfully moved from Adobe Creative Cloud to Adobe XD CC

ABAMBO | Hard- and Software Engineer | Photographer
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elainecc Adobe Employee
Adobe Employee ,
Jan 10, 2019 Jan 10, 2019

Sorry to hear that this isn't working! We've been trying to triage similar issues. Can you please send me the version of Creative Cloud Sync on your machine?

  1. Go to the Creative Cloud desktop application
  2. Click on the ... button in the upper right hand corner
  3. Select Preferences
  4. Select the Creative Cloud tab
  5. Select the Files subtab

Can you also let me know if the "Always Keep Creative Cloud up to date" is checked?

Thanks,

-Elaine

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matthieusommer
New Here ,
Jan 10, 2019 Jan 10, 2019
In Response To elainecc

Hi Elaine, thanks for your quick answer.

So I am in version 4.70.400 for Creative Cloud. And yes "Always Keep Creative Cloud up to date" is checked...

I hope you can help me because I can see what happened...

Thanks,

Matthieu

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elainecc Adobe Employee
Adobe Employee ,
Jan 10, 2019 Jan 10, 2019
In Response To matthieusommer

Right. So that's under the General tab. Can you look under "Creative Cloud" and under the "Files" subtab?

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matthieusommer
New Here ,
Jan 10, 2019 Jan 10, 2019
In Response To elainecc

Oups sorry, it is 2.4.3.114

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elainecc Adobe Employee
Adobe Employee ,
Jan 10, 2019 Jan 10, 2019
In Response To matthieusommer

That's great information, thanks! Can you private message me your Adobe ID and whether you're on Mac or Windows? You can send me a private message by highlighting my name and clicking on "Message."

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elainecc Adobe Employee
Adobe Employee ,
Jan 11, 2019 Jan 11, 2019
In Response To elainecc

Circling back: this issue has been resolved via private message.

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hamedg28543868
New Here ,
Feb 09, 2019 Feb 09, 2019
In Response To elainecc

I have the same issue. Can you help me please!

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julkjen
Explorer ,
Feb 18, 2019 Feb 18, 2019
In Response To elainecc

Same problem here, I get this error message when trying to start a new document:

Can't create document

(Error code: 3623)

macOS Mojave V 10.14

XD version: 16.0.2.8

Creative Cloud App: 4.8.0.421

Creative Cloud Sync: 4.2.0.25

"Always keep Creative Cloud desktop up to date" is checked

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Preran Adobe Employee
Adobe Employee ,
Feb 20, 2019 Feb 20, 2019
LATEST
In Response To julkjen

Can you try the solutions in Issue saving xd files to creative cloud​ and let us know if they helped?

Thanks,

Preran

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