Updated XD to version 54.0.12.5, can no longer open files

[KevOC]

Hi,

I upgraded XD to version 54.0.12.5 late last week and now whenever I open a local or cloud based file, XD shuts down after 30 seconds or so.

If I open a local file, I get an error modal saying 'Something went wrong - Please close and relaunch XD, then try opening your document again. (Error 5720)', and the applicaiton closes.

If I open a cloud based file, after 10 seconds or so I see a warning icon on the cloud connection, then a dialog appears saying 'Disconnnected from Creative Cloud - Something went wrong with your connection with Creative Cloud. Work in offline mode until we reconnect you automatically', then I get the error modal saying 'Something went wrong - Please close and relaunch XD, then try opening your document again. (Error 5720)', and the application closes. 

I have deinstalled and reinstalled XD and I still can't open files. I have tried using a different machine with a fresh Windows 10 install and a fresh Adobe CC Desktop install and have the same issue.

A work colleague in a different region is having the same issue and it started happening around the same time (we both have corporate accounts).

Any assistance would be welcome.

[Atul_Saini]

Hi KevOC,

Sorry for the trouble. We are investigating this issue. Would you mind collecting the logs from your machine using this link- https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html? Please upload the logs to CC or Dropbox and share the link with me via private message ( go to my profile, click send a message button). 

After you have collected the logs, please try to create a new admin user account (Mac/Win) and check if that help. 

If the problem persists, please roll back to the previous version and share the results. 

Awaiting your response. 

Thanks,

Atul_Saini

[KevOC]

Hi Atul_Saini,

I'll speak with my IT help people to get this done (my machine is locked down).

Regards,

Kev

[Atul_Saini]

Ok, thanks, KevOC. Please share the logs before troubleshooting so that we may investigate the root cause. 

Thanks,

Atul_Saini

[KevOC]

Hi Atul_Saini,

I've messaged you with a link to the log file - please let me know if you have access.

Kev

[KevOC]

FYI - I uninstalled version 54.0.12 and installed version 51.0.12 and can now access my files. Obviously not an ideal solution but certainly a viable workaround for me.