XD Infinite loading and the follow up error

[rk11504580]

When I start XD  the app loads infnitely, like so

It never stops. Then when I decide to head to Cloud Documents section in the menu this happens:

It works as normal when I restart XD

[Atul_Saini]

Hi Rk,

Thanks for sharing the screenshot, could you please share the version of Adobe XD which you are using? I would request you to try the steps mentioned here: - Issue saving xd files to creative cloud and update this discussion with the results.

Thanks,

Atul_Saini

[rk11504580]

Unfortunately that solution didn't work, because I use the latest versions of the CC and XD.

Reinstalling both apps or re-signing in didn't solve the problem either

[Preran]

Just to be sure, does this happen every time you open Adobe XD? Do you have to restart to open a new document?

Thanks,

Preran

[rk11504580]

No it happens only the first time after each start or reboot of my pc.

So just to be clearer, these are the steps that occur at each start or reboot of pc:

1. I open XD and it loads the recent documents infninitely

2. "Something went wrong" error in Cloud Documents Section

3. I close XD.

4. After relaunch it works correctly

I use the latest versions of XD, CC, and WIN10

[Preran]

We have a bug logged for this issue, and it would help us greatly if you could send us the log files using the log collector tool.

How to use the Creative Cloud Log Collector tool

Let us know if you need more info.

Thanks,

Preran

[rk11504580]

Where do I send that log file to?

[Preran]

You can send me the log file over a private message - upload the file to a shared location such as CC and share the link with me. To send a private message, click my picture and use the Message button.

Thanks,

Preran

[rk11504580]

Could you figure out anything from the logs I've sent to you over a week ago?

[Atul_Saini]

Hi Rk, could you please update to the latest version Adobe XD 17 and if this issue still persists?

Thanks,

Atul_Saini

[rk11504580]

Updated to the latest version - 17.0.12.11. The problem still persists.

[Atul_Saini]

Thanks for sharing the details, it looks like you have tried all the basic steps and the problem still persists, I would request you to get in touch with our support team for 1:1 support. Please try the steps mentioned here to contact support: - How to initiate chat with Adobe Support?

Thanks,

Atul_Saini

[rk11504580]

They were not able to help me.They offered the same solutions listed here

[Atul_Saini]

Oh, sorry about this experience, could you please share the case number so that I can expedite it?

Thanks,

Atul_Saini

[rk11504580]

where do I get the case number?

[Preran]

If you contacted support, you should have received a case number for your transaction. In case you did not receive one, send us your Adobe ID, location, and phone number over a private message. To send a private message, click my picture and use the Message button. We will get in touch with you for investigation.

Thanks,

Preran