[Crash/Load]-Cloud document hangs when opening over VPN (XD 26.0.22) in XD.

[bhekking_swx]

I have a local Adobe XD file that uses linked components in an Adobe XD Cloud file. When I select one of these components and choose 'Edit Master in Source Document', the Cloud file opens to a full progress bar, but its window remains white/empty and it never actually finishes opening, nor can I close the window. It's stuck in this state, and I have to use Task Manager to kill all XD processes just to close this window.

I'm using Adobe XD 26.0.22 and Windows 1809 (OS Build 17763.973). My account is an enterprise account, and I often have to access Adobe Cloud via VPN.

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[HARSHIKA_VERMA]

Hi Bret,

We are sorry to hear you are having trouble using XD cloud documents over a VPN. Would you mind checking with your IT team to check if all the XD network endpoints are enabled as mentioned in this article: https://helpx.adobe.com/enterprise/kb/network-endpoints.html#AllAdobeservices?

Let us know if that helps.

Thanks,

Harshika

[bhekking_swx]

Thanks. I can ask, but I doubt our IT dept. would dedicate the time necessary to check up on all this. Is there something I can do to verify this information? Does XD create a log file or anything?

[HARSHIKA_VERMA]

No the log files won't help in this case. You need to check with your IT team, they would definitely have this information.

For immediate assistance, you may get in touch with our support team using this link: https://helpx.adobe.com/in/contact.html for 1:1 assistance.

Hope it helps.

Thanks,

Harshika