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Adobe XD freezes right before finishing loading a cloud document

New Here ,
Jul 14, 2020

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I am working in collaboration with another designer in the company, and as she prepares and updates a part of the design for which she has invited me to edit, I open her document on the cloud but right before it finishes loading on my device, Adobe freezes. 

 

Is there a way for me to diagnose what problems could be arising? Or, what are the most common issues that could be causing this? Thank you.

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Crash on windows, Open and save docs

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Adobe XD freezes right before finishing loading a cloud document

New Here ,
Jul 14, 2020

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I am working in collaboration with another designer in the company, and as she prepares and updates a part of the design for which she has invited me to edit, I open her document on the cloud but right before it finishes loading on my device, Adobe freezes. 

 

Is there a way for me to diagnose what problems could be arising? Or, what are the most common issues that could be causing this? Thank you.

Topics

Crash on windows, Open and save docs

Views

57

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Adobe Employee ,
Jul 14, 2020

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Hi there,

 

Sorry to hear about the trouble, we'll try our best to help you with it. Please try the steps shared below:

 

  • Sign out of Adobe XD and Adobe CC Desktop app.
  • Close CoreSync and all Adobe related processes from the Task Manager/Activity Monitor.
  • Sign back in on Adobe Creative Cloud desktop app and launch XD from there and check how it works after that.

 

If this doesn't help, please share a few more details like:

 

  1. A screenshot of the About XD info page and the version of the Operating System.
  2. Do you get an option to submit a crash report?
  3. Does this happen while working on a specific file or other files as well?

 

Regards

Rishabh

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New Here ,
Jul 16, 2020

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So that didn't work.

1. Please see the screenshot below. I have a Windows 10 64-bit operating system, x64-based processor.

 

 adobe_screenshot.jpg

 

2. I get no option to submit a crash report because the program simply freezes. I try clicking the X at the top right but it won't close. If I have any other cloud documents or local documents, I can still use those.

 

3. So far it's only happened on that shared file

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Adobe Employee ,
Jul 16, 2020

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Hi CCuba,

 

Thanks for sharing the information and trying the steps suggested. If it's happening with a specific shared file. Is the owner of the file able to open it fine? Are you both running the same OS and XD versions? What is the size of the file?

 

We will try our best to help.

 

Thanks,

Harshika

 

 

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