A

Anonymous

Answered

Adobe XD Cloud File not synching and getting stuck when opened.

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Aktuell sind wir im UX-Sprint mit einem Kunden, können jedoch nicht mehr auf die Cloud Datei zugreifen, bzw. diese wird nicht mehr synchronisiert seit gestern Abend.

Hat XD gerade allgemeine Probleme oder liegt es an der Datei? Auch eine Cloud-Kopie kann ich zwar erstellen, jedoch wird diese nicht synchronisiert und nicht erneut gespeichert. Es erscheint ein Sternchen am Namen, was auf eine lokale Datei schließen lässt.

Übrigens: gibt es einen kurzen Kontaktweg für Notfälle??

Product performance

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Harshika VermaCorrect answer

Community Manager

Hi Chris,

Sorry for the delay. Yes, there is an internal CoreSync issue that is still causing issues for some customers. The team is working on it to investigate the issue. We're glad to hear that your issue is resolved.

Workaround suggested-

Sign out from CCD
Open Activity monitor
Kill Adobe Desktop Service
Kill CoreSync
Re-Login to CCD
Launch XD

Please feel free to reach out to us in the future for any query related to XD.

We would be happy to help.

Thanks,

Harshika

K

Kai24420546qr9q

Participant

Now we (my team and i) have the same issue like discribed above In our case the document owner can't open the xd file anymore, it does not synchronise... and she can`t update reviesed flows. Both co-editors have access and can work with the current designs.

! This behaviour, by the way, is absolut inacceptable !

It causes so many annoying trouble and situations + a lot of extra work to fix/replace all shared links etc.

But apparently Adobe is not aware of this. Problem has ecisted since 2020... really sad

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Harshika Verma

Community Manager

Hi @Kai24420546qr9q,

We understand how frustrating it could be, and we would love to investigate your issue. We would need a few more details from you to escalate the issue-

The OS and the XD version.
Are you able to open the file from Files | Adobe Creative Cloud?
Please generate logs and crash dumps, upload them to a shared location such as CC or Dropbox, and share the URL with me over a private message.
Please also share your team's Adobe ID with me so we can check everyone's account.
Please also share the screenshot of the Creative Cloud sync services as shown below-

We will try our best to help.

Thanks,

Harshika

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K

Kuba_Jawor

Participating Frequently

@HARSHIKA_VERMA Please, tell us - all world waiting??? With each update, the program works worse and worse.

I wait 2 minutes for the component to be pasted onto the artboard. Often I cannot paste the copied elements. I can't write texts. 10 employees in my company have the same problem. The file size in RAM is ridiculously large. Simple mockups take 30 GB. I have the impression that Adobe XD is a bitcoin miner.

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G

Gerico5C0A

Participant

When can we expect a fix on this? Its already August and I'm always see this icon even when I'm online.

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K

Kuba_Jawor

Participating Frequently

@HARSHIKA_VERMA Please, tell us - all world waiting??? With each update, the program works worse and worse.

I wait 2 minutes for the component to be pasted onto the artboard. Often I cannot paste the copied elements. I can't write texts. 10 employees in my company have the same problem. The file size in RAM is ridiculously large. Simple mockups take 30 GB. I have the impression that Adobe XD is a bitcoin miner.

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Simon Delmotte

Participant

Hi everybody,

Today I can't open an online XD file I'm working on.

No error message, XD app is stucked and I have to 'Stop the task' to relaunch it.

My other online files are available.

Yesterday everything was working well.

Hope I haven't lost my work.

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Rishabh_Tiwari

Legend

Hi Simon,

Sorry to hear about the trouble. Could you please try the steps shared below:

Sign out of XD and Creative Cloud Desktop app.
Close CoreSync process from the Task Manager/Activity Monitor.
Reboot your computer.
Sign back in on the Adobe Creative Cloud Desktop app and launch XD from there and let us know if you are able to access the file or if you need any further assistance.

Regards

Rishabh

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Simon Delmotte

Participant

Hi Rishabh,

It's working, I can open my file again.

Thank you for your support.

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K

Kubara

Participant

I'm having a similar issue; I have one file I can't get into. I don't have this issue with other cloud files I owned or shared cloud files. I have tried what was recommended above and it's still doesn't work.

The odd part is that my co-worker can get into the file and has created a back-up of my file that I can use. But I'd prefer to just have access to my original file with all my saved history in it.

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Harshika Verma

Community Manager

Hi Kubara,

Thanks for trying the steps. Could you please check if you are able to open the file from here: https://assets.adobe.com/cloud-documents and share results?

Thanks,

Harshika

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Pan!c Mind

Participant

My Files are not shown in the cloud. So I can't open them from https://assets.adobe.com/cloud-documents

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Rishabh_Tiwari

Legend

Hi there,

Sorry to hear about the trouble. Could you please try the steps shared below:

Sign out of XD and Creative Cloud Desktop app.
Restart your computer.
Launch Adobe Creative Cloud Desktop app and launch XD from there and check if you are able to save the documents.

If it still doesn't work, please share a screenshot of the About XD info page. We'll try our best to help you with it. In case you need urgent support, you can always contact us directly using this link: https://helpx.adobe.com/contact.html

Regards

Rishabh

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A

Anonymous

No offense, but this answer is just too late. Since it worked after the weekend and at the same time Adobe communicated problems with USA Cloud Serven, the problem was surely somewhere else.

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Harshika Verma

Correct answer

Community Manager

Hi Chris,

Sorry for the delay. Yes, there is an internal CoreSync issue that is still causing issues for some customers. The team is working on it to investigate the issue. We're glad to hear that your issue is resolved.

Workaround suggested-

Sign out from CCD
Open Activity monitor
Kill Adobe Desktop Service
Kill CoreSync
Re-Login to CCD
Launch XD

Please feel free to reach out to us in the future for any query related to XD.

We would be happy to help.

Thanks,

Harshika

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N

Nandini5FC2

Participant

Hi

I am not able to view shared files in "shared with you" in creative cloud. This is posing major problem . Please help

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R

RubenMachiels

Participant

I have the same problem, can't acces one specific cloud document.

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M

Mie5F8C

Participating Frequently

Adobe XD keeps failing when I try saving my documents in the cloud - because there is no connection to the cloud. I cannot acess my documents any off my documents in the cloud (look at the screendumps, to see how it looks).

I tried all the things that adobe suggest in their help guide and nothing works.. not even a reinstall..

I tried to get my own IT department to help me by removing everthing in "adobe sync" and then it worked in about 15 minuts and now it's faling again.

Please help me to solve this issue.. I cannot work in Adobe XD as it is right now..

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Rishabh_Tiwari

Legend

Hi there,

Sorry to hear about the trouble. Could you please try the steps shared below:

Sign out of XD and Creative Cloud Desktop app.
Close CoreSync and all Adobe related processes from the Task Manager/Activity Monitor.
Launch Adobe Creative Cloud Desktop app and launch XD from there and check if you are able to save the documents.

If it still doesn't work, please share a screenshot of the About XD info page. We'll try our best to help you with it.

Regards

Rishabh

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M

Mie5F8C

Participating Frequently

Hi!

I tried that and I cannot access my documents from there it keeps showing me the same screens in XD. The ones I already sent you. So I am in doubt about what screendump you need from me. I can see my documents, when I log in to CC online but XD cannot connect to them.

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M

Maciej5C55

Participant

I've got the file saved on Adobe XD cloud which seems to be corrupted, when I try to open it, the loading bar is stuck and nothing happened, then I need to force quit XD. I tried to do that on MAC and Windows with the same results. Reinstalling not helped either. The rest of my files are opening correctly. What I can do to get my project back?

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_

_delyi

Known Participant

Same problem here - I initially posted in this thread;

https://community.adobe.com/t5/adobe-xd/can-t-open-any-cloud-files/td-p/11898055

It seems the problem was solved for the original poster, but it remains for me.

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Harshika Verma

Community Manager

Hi there,

Sorry for the delay in response. If you're still experiencing the issue, please try the steps suggested here:https://community.adobe.com/t5/adobe-xd/adobe-xd-cloud-file-not-synching-and-getting-stuck-when-opened/m-p/11908154#M46938

Let us know if that helps.

Thanks,

Harshika

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M

mowglivj

Inspiring

I've been unable to open any XD files saved to the cloud for several hours. My internet connection appears to be working normally. I get a blank window with a blue loading bar that appears at around 66% complete straight away and stays static.