Unable to open shared files in XD 43 version

Community Beginner ,
Sep 03, 2021 Sep 03, 2021

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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>

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Open and save docs , Product performance , Share or publish

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correct answers 1 Correct answer

Adobe Employee , Sep 07, 2021 Sep 07, 2021
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>

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Community Beginner ,
Sep 03, 2021 Sep 03, 2021

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Adobe Employee ,
Sep 03, 2021 Sep 03, 2021

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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
 

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Community Beginner ,
Sep 07, 2021 Sep 07, 2021

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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

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New Here ,
Sep 07, 2021 Sep 07, 2021

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

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Community Beginner ,
Sep 07, 2021 Sep 07, 2021

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

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Adobe Employee ,
Sep 07, 2021 Sep 07, 2021

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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

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Community Beginner ,
Sep 07, 2021 Sep 07, 2021

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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.

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Adobe Employee ,
Sep 07, 2021 Sep 07, 2021

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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>

 

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New Here ,
Sep 07, 2021 Sep 07, 2021

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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.

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Community Beginner ,
Sep 07, 2021 Sep 07, 2021

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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

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Adobe Employee ,
Sep 07, 2021 Sep 07, 2021

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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.

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Adobe Employee ,
Sep 08, 2021 Sep 08, 2021

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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.

 

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Community Beginner ,
Sep 08, 2021 Sep 08, 2021

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Hello,

i just sent you the files by WeTranfer.

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Adobe Employee ,
Sep 08, 2021 Sep 08, 2021

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Yeah , received it.

Thank you again !!

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Explorer ,
Sep 20, 2021 Sep 20, 2021

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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! 

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Explorer ,
Sep 20, 2021 Sep 20, 2021

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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. 

 

claudiacarvalho_0-1632183412522.png

 

 

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New Here ,
Nov 03, 2021 Nov 03, 2021

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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

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New Here ,
Nov 03, 2021 Nov 03, 2021

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My XD version : 

defaultur5wp57fz378_0-1635948523224.png

 

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New Here ,
Nov 03, 2021 Nov 03, 2021

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@Ansubedi03 , tell me if you need logs files 🙂

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Adobe Employee ,
Nov 24, 2021 Nov 24, 2021

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LATEST

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

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