All my Adobe XD cloud files are gone after crash

New Here ,
Jan 08, 2021 Jan 08, 2021

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I am desperate - Adobe XD crashed today and when I wanted to open and log in again, all my cloud files were gone! It only shows me my local files. I also don't see any cloud files in my Account when I log in via web anymore.

Help - I need all my work!!

 

Best, Desiree

 

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Crash on mac, Data loss

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Adobe Employee , Jan 08, 2021 Jan 08, 2021
Please launch the Adobe CC Desktop app and sign out from the incorrect email address and then sign-in with the correct email address. Once you are signed in on the Adobe CC Desktop app, please launch XD from there.

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Adobe Employee ,
Jan 08, 2021 Jan 08, 2021

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Hi there,

 

We're so sorry to hear about the trouble. Please share a few more details like:

 

  1. The version of XD and macOS.
  2. Please ensure that you are signed with the correct email address.
  3. Please check if you are able to see the file here: https://assets.adobe.com/cloud-documents

 

Regards

Rishabh

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New Here ,
Jan 08, 2021 Jan 08, 2021

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Thanks for your reply!

 

1. Adobe Version 33.1.12.4 (Starter), Creative Cloud Sync 4.3.71.1

2. Yes I am signed in with the correct e-mail address

3. Have checked this already, it says 'No cloud documents available'

 

Can you help me getting back my cloud files?

 

Best, Desiree

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New Here ,
Jan 08, 2021 Jan 08, 2021

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I know what has happened - I am signed in with the wrong e-mail in the Adobe App.

How can I change the account? I can view my cloud documents online here https://assets.adobe.com/cloud-documents# but in the Adobe XD app it will always log in with the wrong e-mail address.

 

Thank you!!

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Adobe Employee ,
Jan 08, 2021 Jan 08, 2021

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Please launch the Adobe CC Desktop app and sign out from the incorrect email address and then sign-in with the correct email address. Once you are signed in on the Adobe CC Desktop app, please launch XD from there.

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