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Adobe XD - Unable to create new project

Community Beginner ,
Dec 19, 2018

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Hi! I just downloaded the latest adobe XD 10.0.42.14. Seems to work great until I want to create a new project.

Nothing happens when I click on the 4 presets (iPhone/iPad/Web/Custom Size). The "Begin Tutorial" button is the only thing that works.

I'm using macOS version 10.14 with a Adobe for Enterprise license.

Hi, everyone-

Can you please also share your version of Creative Cloud Sync? You can find this information:

  1. Launch the Creative Cloud desktop application
  2. Click the ... button in the upper right hand corner
  3. Select "Preferences"
  4. Navigate to the "Creative Cloud" tab
  5. Select the "Files" tab

Screen Shot 2018-12-19 at 5.22.07 PM.png

Thanks,

-Elaine

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Adobe XD - Unable to create new project

Community Beginner ,
Dec 19, 2018

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Hi! I just downloaded the latest adobe XD 10.0.42.14. Seems to work great until I want to create a new project.

Nothing happens when I click on the 4 presets (iPhone/iPad/Web/Custom Size). The "Begin Tutorial" button is the only thing that works.

I'm using macOS version 10.14 with a Adobe for Enterprise license.

Hi, everyone-

Can you please also share your version of Creative Cloud Sync? You can find this information:

  1. Launch the Creative Cloud desktop application
  2. Click the ... button in the upper right hand corner
  3. Select "Preferences"
  4. Navigate to the "Creative Cloud" tab
  5. Select the "Files" tab

Screen Shot 2018-12-19 at 5.22.07 PM.png

Thanks,

-Elaine

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Dec 19, 2018 0
Community Beginner ,
Dec 19, 2018

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I downgraded the app to 13:1.32.8 and now it works. Guess that will do for the moment.

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Dec 19, 2018 0
Adobe Employee ,
Dec 19, 2018

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I am a little confused here. In your initial post, you said that you were using 10.0.42.14, and then you said that you downgraded to 13.1.32.8.  If that were right, you must have upgraded, not downgraded.

Also, the latest version released this week is 14.0.42.14. If it's available to you, and you want to upgrade, I suggest upgrading and letting us know if you are still facing issues.  See what's new in this release Latest features | Adobe XD CC

Thanks,

Preran

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Dec 19, 2018 1
Adobe Employee ,
Dec 19, 2018

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Sorry to hear that you're hitting this issue! Were you getting any errors when that happens, or was it just dead?

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Dec 19, 2018 0
Community Beginner ,
Dec 19, 2018

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Hi!

Thanks for reply,

I weren't getting any errors. The clicks would just appear "dead".

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Dec 19, 2018 1
Adobe Employee ,
Dec 19, 2018

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Got it! I had another person have the same issue, and he had a workaround:

  • Open any existing local project
  • Save As with the destination to "Cloud Documents"
  • Launch XD's home screen again and try to create a new document

He reported it worked for him. If you have a chance (and have the time), we'd love to grab logs from you so that we can fix the fundamental problem. Let me or Preran​ know if you're open to that!

-Elaine

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Dec 19, 2018 1
Community Beginner ,
Dec 19, 2018

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Hi

I have the same issue. You can get logs from me. What should I do for that to happen?

Thanks

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Dec 19, 2018 0
Adobe Community Professional ,
Dec 19, 2018

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I had the same issue today where a click on the icons did not work. I restarted XD and they worked again.

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Dec 19, 2018 0
Community Beginner ,
Dec 19, 2018

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Restarted XD and machine but problem still there. Didn't use the above solution yet

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Dec 19, 2018 1
Adobe Employee ,
Dec 20, 2018

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Can you please confirm your Creative Cloud Sync version? I have instructions further up in this thread.

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Dec 20, 2018 1
Community Beginner ,
Dec 21, 2018

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Mine isn't the latest version, and I have the same problem.

How do I get it / force it to update? I just reinstalled CC app but the sync version didnt change.
Connected to a WFIF network that is not my work corporate network.

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Dec 21, 2018 0
Community Beginner ,
Dec 21, 2018

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I have the same issue, tried all advice in this post so far

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Dec 21, 2018 0
Community Beginner ,
Dec 21, 2018

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This is the solution that worked for me. Tried all the others (deleting the sync folder etc)

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Dec 21, 2018 1
Community Beginner ,
Jan 07, 2019

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Nope, that didn't work for me either.
I guess I've tried it all.

I have Rebooted a couple of times.
I have completely removed the CC installation using NOT the build in the uninstaller (as it wouldn't let me uninstall it) but a separate uninstaller from Adobe. So I started off from a clean slate and reinstalled everything.
Still I can't create new files. Nor can I copy an existing document and save it to the cloud as I get an error message telling me to restart the app. 
For some reason I'm stuck with the old sync version 4.0.0.46 but with the difference that I'm now able to tick the Creative Cloud Sync checkbox. That doesn't help though.

I've also tried, a couple of times, to both rename and throw away the cloud sync folder without success.

I am om a Mac with MacOS 10.14.2 (18C54) installed, aka Mojave and I'm using an enterprise account/login if that for any reasons could have anything to do with it.

Any other ideas?


sync.png

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Jan 07, 2019 0
Adobe Community Professional ,
Jan 07, 2019

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I've heard of 3 of my customers/collegues having the exact same issue these days with the latest XD Version on A mac…

Also on my own MacBookPro… Not even cmd+N is working. After 5 minutes all the clicked files are created in one step.

XD 14.0.42.14

MacOS 10.13.6

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Jan 07, 2019 1
Adobe Employee ,
Jan 07, 2019

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Sorry for the delay - I just got back from holiday.

We're trying to track down the bug, and I would love to get logs from you so that we can actually fix the problem. I do have a workaround for you that will force an upgrade, which I'll message to you privately.

-Elaine

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Jan 07, 2019 0
New Here ,
Jan 07, 2019

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Hi elainecc​ how can I send you my log in private?

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Jan 07, 2019 0
Adobe Employee ,
Jan 07, 2019

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You should upload the file to a file sharing system like Dropbox or Google Drive, then share the link to me via private message. You can hover over my avatar and select "Message" to send me a private message.

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Jan 07, 2019 1
Community Beginner ,
Jan 08, 2019

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Hej

Just sent you a PM.

Curious about that workaround though 🙂

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Jan 08, 2019 0
New Here ,
Jan 08, 2019

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Try deleting Adobe Sync folder and then let it update. Its solved the problem for me.

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Jan 08, 2019 0
Community Beginner ,
Jan 09, 2019

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There, finally I got it to work.

1. I deleted the Adobe sync folder

2. I restarted the Mac

3. CC started up but still it didn't work though. So, I restarted the the Creative Cloud app

4. And finally it started updating itself and now I have the latest version.

5. The end

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Jan 09, 2019 2
Community Beginner ,
Dec 20, 2018

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About 10.0.42.14, typo mistake from me. I meant 14.0.42.14.

Ok, so today I reinstalled the app to try the latest version again. Same problem appears.

I followed elaineccs 3 steps without any success unfortunately.

I'm open to share the logs. What do I need to do?

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Dec 20, 2018 1
Adobe Employee ,
Dec 20, 2018

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Hi, everyone-

Can you please also share your version of Creative Cloud Sync? You can find this information:

  1. Launch the Creative Cloud desktop application
  2. Click the ... button in the upper right hand corner
  3. Select "Preferences"
  4. Navigate to the "Creative Cloud" tab
  5. Select the "Files" tab

Screen Shot 2018-12-19 at 5.22.07 PM.png

Thanks,

-Elaine

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Dec 20, 2018 1
Community Beginner ,
Dec 20, 2018

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Wow ok. I'm running Creative Cloud Sync 2.4.3.114 for some reason.

Screenshot 2018-12-20 at 17.22.31.png

I'm guessing that I'll have to update this somehow.

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Dec 20, 2018 0
Adobe Employee ,
Dec 20, 2018

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Whoaaaaaa yeah. In the "General" primary tab, do you have "Always keep Creative Cloud desktop up to date" checked?

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Dec 20, 2018 1
Community Beginner ,
Dec 20, 2018

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Yeah, actually I do.

Screenshot 2018-12-20 at 17.33.04.png

Is there some way to force an update? Other than reinstalling creative cloud?

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Dec 20, 2018 0
Adobe Employee ,
Dec 20, 2018

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Let me take this to personal message with you - I'm going to want to grab some additional logs to file that issue, as it should have updated.

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Dec 20, 2018 1
Community Beginner ,
Dec 21, 2018

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Hey guys, after alot of trial and error Elainecc found a solution that worked for me.

Depending on your OS this path may differ but you essentially wanna try this to force an update.

1. Rename /Applications/Utilities/Adobe Sync to a different name

2. Then reboot.

3. Once Creative Cloud desktop relaunches, it should reinstall Creative Cloud Sync

This worked with me and I'm very happy to start working with the latest Adobe XD.

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Dec 21, 2018 2
Community Beginner ,
Dec 21, 2018

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Screen Shot 2018-12-21 at 13.38.29.png

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Dec 21, 2018 0
Community Beginner ,
Dec 21, 2018

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Renaming the folder didn't work for me I had to delete that folder and then run the CC App installer. This fixed it for me.

Regards, Geoff

To solve this bug I had to take the following steps

  • Delete this folder: /Applications/Utilities/Adobe Sync

  • Download and install Adobe CC App

  • It recreates the Sync folder and forces the CC App to update the Sync Version

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Dec 21, 2018 2
Adobe Employee ,
Dec 21, 2018

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Hey geoffdm-sim and eranshefi​, can you please send me logs from the Log Collector tool? I'm trying to track down the source of why your system didn't update so that you (and others) won't get caught up again in something like this.

How to use the Creative Cloud Log Collector tool

I'd love it if you could get these logs, upload it to a file share like Dropbox or Google Drive, and shoot the link to me via private message - you can do that by hovering over my name in this post and clicking "message."

Thanks,

-Elaine

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Dec 21, 2018 0
New Here ,
Jan 04, 2019

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This WORKED FOR ME!!!! Thank you!

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Jan 04, 2019 0
Explorer ,
Dec 23, 2018

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nothing is working for me with this new update. I'm on windows and get this error every time I try to create a new document.xdError.JPG

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Dec 23, 2018 2
Explorer ,
Dec 30, 2018

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I'm having the exact same issue

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Dec 30, 2018 0