Unable to open shared files in XD 43 version

[User255294]

Hello,

since 2 days now i can't unable to open any shared file with me.

I have completly remove XD and Creative Cloud with the tooltip "Adobe Creative Cloud Cleaner Tool", but nothing changed.

When i try to open a shared file, i have always the same error message : "Error cannot open this document".
I have this problem on my 2 PC.

<Title renamed by moderator>

[Ansubedi03]

Hello,

Thank you for reporting the issue.

Are you seeing file in Xd "shared with you" tab ? If yes, Have you tried to open file from there ?

If still error is coming on launching file from shared with you tab. Please send us below mentioned logs in subedi@adobe.com to see the issue.

1. CCXProcess Logs
2.  Mac: ~/Library/Logs/CreativeCloud/CCX Welcome
3.  Win: %userprofile%\AppData\Local\Temp\CreativeCloud\CCX Welcome
4. AdobeXD.log
5.  Mac: ~/Library/Logs/Adobe/AdobeXD/AdobeXd.log
6.  Win: %userprofile%\AppData\Local\Packages\Adobe.XD.XXXX\LocalState\AdobeXD.log 
7. CCX Process Install Log
8.  Mac: /Library/Logs/CreativeCloud/CCXProcessInstall.log
9.  Win: %userprofile%\AppData\Local\Temp\CreativeCloud\CCX Welcome
10. NGL Logs ( Collect all the NGL logs from the location ) 
11. Mac: ~/Library/Logs/NGLClient_AdobeXDXXXXX.log 
12. Win:  %userprofile%\AppData\Local\Packages\Adobe.XD.XXXX\ AC\ Temp\  NGLClient_AdobeXDXXXXX.log 
13. CCX Welcome Cache Data

        Mac: ~/Library/Logs/Caches/Adobe/CCX Welcome
        Win:  %userprofile%\AppData\Roaming\Adobe\CCX Welcome

Best Regards,

Anita Subedi

[User255294]

Hello,

following the sending of the various elements, would you have a solution to propose to me? Because I still have the problem on my 2 computers.

Thank you.

Regards

[jenabeeatey]

We have the same problem too since yesterday. Do you have any updates?

[User255294]

Not yet, for now, and after looking at my log files Adobe has no solutions and can't find where the problem might be.

[Ansubedi03]

Hello,

We found your provided logs .

Would like to know more about it. 

Have you ever openend this file before just after sharing ?

Is it happening with all the shared files or any specific file? 

Is there any kind of version upgrade happened , like you created and shared file from 42 and now you are trying to open in Xd 43 ?

Regards,

Anita Subedi

[User255294]

Indeed the files that I cannot open are older than version 43.
My colleagues who are also on version 43 have no problems and manage to open their files (and mine) from older versions.

[Ansubedi03 · Accepted solution]

Hi we have logged issue from our side,will try to resolve the issue as soon as possible. 

We may need your machine specification and XD version also. 

<Marking as correct only to highlight>

[jenabeeatey]

My machine is MacBook Pro 11.5.2. XD version is 43.0.12.

What I did was, I saved it as another file but I can't save it to cloud. And other cloud documents can't be access.

[User255294]

Édition Windows 10 Entreprise
Version 20H2
Installé le ‎29/‎07/‎2021
Build du système d’exploitation 19042.1165
Expérience Windows Feature Experience Pack 120.2212.3530.0

Processeur Intel(R) Core(TM) i7-5820K CPU @ 3.30GHz 3.30 GHz
Mémoire RAM installée 16,0 Go
Type du système Système d’exploitation 64 bits, processeur x64

[Rishabh_Tiwari]

Thanks for sharing the details. We have logged a bug for the issue and will update this discussion as soon as we hear from the team.

[Ansubedi03]

Thank you so much !!

Have sent you mail regarding more info, please reply to that . As we are looking into that issue, we need those logs as well.

[User255294]

Hello,

i just sent you the files by WeTranfer.

[Ansubedi03]

Yeah , received it.

Thank you again !!

[claudia carvalho]

Estou com o mesmo problema.  O programa XD não abre depois da atualização para a vers]ao 43.0.12, mesmo clicando direto no icone do programa, sem pedir para abrir algum arquivo.
Uso Windows. 
Preciso de uma solução imediata! 

[claudia carvalho]

Continuo com o mesmo problema. Removi a versão XD 43 e instalei a anterior. Isso não resolveu.
Todos os meus projetos estão parados.
O programa não abre, não consigo acessar e dar continuidade ao trabalho desde a instalação da nova versão. As entregas ao cliente  não serão feitas no prazo.
Quem vai arcar com esse prejuízo?  A Adobe irá me reembolsar?

Pessoal, preciso de uma solução. 

[defaultur5wp57fz378]

Hello, 

I have the same problem : when I try to open a shared file from the link in the adobe sharing e-mail, a get a grey screen with the merror message "Error cannot open this document" (in french). 

I also cannot access to the page "shared files" 

My windows settings : 

Édition Windows 10 Entreprise
Version 21H1
Installé le ‎18/‎08/‎2021
Build du système d’exploitation 19043.1288
Expérience Windows Feature Experience Pack 120.2212.3920.0

[defaultur5wp57fz378]

My XD version : 

[defaultur5wp57fz378]

@Ansubedi03 , tell me if you need logs files 🙂

[HARSHIKA_VERMA]

Hi defaultur5wp57fz378,

We're sorry for the delay in response. Are you still experiencing the issue with XD 45.1 version? If yes, then please do share the logs and upload them to a shared location such as CC or Dropbox and share the URL with me.

I will try my best to investigate.

Thanks,

Harshika