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Adobe XD Lost access to all Cloud documents

New Here ,
Oct 08, 2020

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Lost full access to my cloud documents, as well as losing access to document history and the ability to have someone join the document as a contributor.

 

Spoke to colleagues I work with who have similar issues with the application based in India, specifically Chennai and Noida.

 

 

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Crash on windows, Data loss, Product performance

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Adobe XD Lost access to all Cloud documents

New Here ,
Oct 08, 2020

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Lost full access to my cloud documents, as well as losing access to document history and the ability to have someone join the document as a contributor.

 

Spoke to colleagues I work with who have similar issues with the application based in India, specifically Chennai and Noida.

 

 

TOPICS
Crash on windows, Data loss, Product performance

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231

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Oct 08, 2020 0
Adobe Employee ,
Oct 08, 2020

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Hi there,

 

Sorry to hear you are having trouble accessing the cloud documents in XD. Would you mind trying to open the cloud documents from here: https://assets.adobe.com/cloud-documents

 

Let us know if you're able to see the files.

 

Thanks,

Harshika

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Oct 08, 2020 0
New Here ,
Oct 08, 2020

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Hi Harishika,

 

Nothing is in the file sections.

 

I checked the items shared with me but there is nothing there either. The last document shared with me was just 1 week ago and shows in my adobe CC desktop management app.

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Oct 08, 2020 0
Adobe Community Professional ,
Oct 08, 2020

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Can you try to Uninstall CC App Manager and use Repair? Are you able to see your other files in Creative Cloud?

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Oct 08, 2020 1
New Here ,
Oct 08, 2020

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repairing CC as we speak, I only use the cloud documents for XD files to share with colleagues. But I can see illustrator files no issue because they have been saved locally to my PC

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Oct 08, 2020 0
New Here ,
Oct 08, 2020

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Just tried the repair option and nothing is visible when i open XD

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Oct 08, 2020 0
Adobe Employee ,
Oct 08, 2020

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Thanks for trying the suggestion. Could you please try signing out of XD and Creative Cloud and then sign backin?

 

Let us know if that helps.

 

Thanks,

Harshika

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Oct 08, 2020 0
New Here ,
Oct 08, 2020

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Hi Harshika,

 

I tried that but it didn't work, I also tried attempting to view my files from the link you posted earlier and I now get a Not Authorised Error message

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Oct 08, 2020 0
Adobe Employee ,
Oct 08, 2020

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Would you mind telling me if you're working in an enterprise network? Could you please share the screenshot of your about XD info page?

 

We will try our best to help.

 

Thanks,

Harshika

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Oct 08, 2020 0
New Here ,
Oct 09, 2020

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Hi Harshika,

 

I am currently logged onto my enterprice account but on my personal network at home.

Below is a screen shot of when i log in. Early yesterday, I had the option to look into my cloud documents and retrieve them, but now you can see it is completely missing.

Also, when i try to access my work ovia web browser it says i am not authorised to look at this section, despite being logged in.

 

Adobe XD Cloud Document missing.jpg

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Oct 09, 2020 0
New Here ,
Oct 09, 2020

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Hi Harshika,

 

A colleague has invitd me to mutliple documents which i previously had access to, and for each one i get an error message 'Sorry, we can't open this document'

 

This is the same on my PC & Laptop

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Oct 09, 2020 0
New Here ,
Oct 09, 2020

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This is the error I get when trying to access my cloud documents via web browser

 

Adobe XD Cloud Document access unauthorised.jpg

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Oct 09, 2020 0
Adobe Community Professional ,
Oct 09, 2020

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Error 401 unauthorized credentials

This error occurs when the application does not support Federated login and must be logged into as an Adobe ID.

 

https://helpx.adobe.com/x-productkb/policy-pricing/tshoot-fed-id.html#:~:text=the%20ACS%20string.-,E....

 

Also please review https://helpx.adobe.com/x-productkb/policy-pricing/tshoot-fed-id.html#:~:text=the%20ACS%20string.-,E....

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Oct 09, 2020 1
New Here ,
Oct 09, 2020

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The 2 links you have sent Ares, lead the same page.

 

When I login, I am logging in with my usual login details, which have never faulted. It then requires me to login via 2 factor via my companies website and logs me in no issues.

 

So no idea why it isn't recognising this.

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Oct 09, 2020 0
Adobe Employee ,
Oct 09, 2020

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Thanks for sharing the information. Could you please share your Adobe ID, phone number and location with me over a private message so that I can escalate the issue to the team for investigation?

 

Thanks,

Harshika

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Oct 09, 2020 0