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Unable to open Cloud Documents in XD version(21.2.12.3).

Community Beginner ,
Aug 09, 2019 Aug 09, 2019

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I have an issue with Adobe XD Cloud Documents that are not loading after I had my computer in sleep mode at work with a file open and now it is not loading any of my CC files that I had saved even from as long as 30 days ago.

  • I have done the reset of the Core Sync to get the CC to reset
  • I have also reinstalled Creative Cloud
  • Checked for any updates, which are none as I have automatic updates active
  • Used another computer to open and was not working either

I am running out of options right now as the files needed are for work and also for side projects that I work on in the spare time.

Can someone help me with the issue as I have had this issue happen before and the document loading on another computer worked and now this time it is not working anymore?

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correct answers 1 Correct answer

Community Beginner , Aug 12, 2019 Aug 12, 2019
I have access to the files, forgot to mention that. But I checked that first and foremost when testing out options. I figured out the issue and just had to completely delete all my files off my computer that are saved removed the applications repair the CC desktop app restart the computer reinstall the program resync the CC file to make sure it saves all files and updateIt took a good 3 to 4 hours due to the amount of files I had and programs that I had to get back onto the computer to re-instal...

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Adobe Employee ,
Aug 09, 2019 Aug 09, 2019

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Hi Brian,

We're sorry to hear you're facing trouble opening the cloud file in XD and thank you for performing the initial troubleshooting steps. We'd request you to please try the solution mentioned in this article: Issue saving xd files to creative cloud and restart your machine and let us know if that helps.

We'd be happy to help.

Thanks,

Harshika

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Community Beginner ,
Aug 09, 2019 Aug 09, 2019

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  • I have restarted my computer at least 5 times at work that my coworkers are constantly seeing a restart screen
    • that was the first step I did
  • I have checked for updates, no updates are there as per the link requesting me to do
  • I am going to just have to delete my Creative Cloud off the computer and see if that works with reinstalling it

I made a test file and saved to the cloud and that loads but my older files are not loading and my coworkers are not able to get access to them either on theirs

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Adobe Community Professional ,
Aug 10, 2019 Aug 10, 2019

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Hi, have you tried to update the Creative Cloud app? Also, make sure Creative Cloud sync is enabled

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Adobe Community Professional ,
Aug 10, 2019 Aug 10, 2019

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Did you try to access your files from your Adobe ID web site via browser.. Go to

https://account.adobe.com/ and then navigate to your CC File folder. I am not sure but may be you can find there your files. If they have been deleted they must be in Deleted Section.

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Community Beginner ,
Aug 12, 2019 Aug 12, 2019

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I have access to the files, forgot to mention that. But I checked that first and foremost when testing out options. I figured out the issue and just had to

  1. completely delete all my files off my computer that are saved
  2. removed the applications
  3. repair the CC desktop app
  4. restart the computer
  5. reinstall the program
  6. resync the CC file to make sure it saves all files and update

It took a good 3 to 4 hours due to the amount of files I had and programs that I had to get back onto the computer to re-install for the computer. It was a hassle and need to come up with a better resolution with CC files that are active in the Asset online so designers can pull and not uninstall their entire list of programs just to get one program to work.

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Adobe Employee ,
Aug 15, 2019 Aug 15, 2019

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I apologize for your experience. The team is working on a number of fixes, and you should see a significant improvement in your experience in the next few months.

Thanks,

Preran

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New Here ,
Mar 07, 2021 Mar 07, 2021

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Hi, I have a similar kind of an issue where some screens from my xd file are missing. It's saved on the cloud. Can anybody help on this issue

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