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[Crash/Load]-Error 2144 when trying to open a cloud document in Adobe XD.

Community Beginner ,
Mar 11, 2020

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When trying to open a spesific cloud document in Adobe XD. 

 

Reproduction steps:

 

1) Open the cloud document in the latest version of Adobe XD on Mac

 

2) A dialog appears: Connecting (stays for 10-15 seconds)

Screenshot 2020-03-11 at 09.24.27.png

 

3) A new dialog appears: Unsaved changes - Your document has unsaved changes ... Save as or Discard Local Changes. Select "Discard Local Changes".

Screenshot 2020-03-11 at 09.58.31.png

 

4) A new dialog appears: Something went wrong. Close and reopen the document to continue working. (Error 2144). Close document.

Screenshot 2020-03-11 at 09.24.12.png

 

5) Press the "Close document" button and try again. The same thing happens.

 

Questions: 

Is there a known workaround for this issue? Anything I can to do wipe the unsaved changes and restore the cloud document to a working state? I tried saving the document as a new cloud document. There are two major issues with this: 

 

1) The version history from the original cloud document is gone

2) All the invited members are gone

 

(We have coediting (beta) enabled for this document.)

 

System info:

Screenshot 2020-03-11 at 09.56.55.png

 

<The Title was renamed by moderator>

Hi All.

 

The issue got fixed in XD 29 version. Please let us know if you are still experiencing issues while opening the cloud document.

 

Thanks,

Harshika

TOPICS
Crash on mac, Crash on windows, Open and save docs, Product performance

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[Crash/Load]-Error 2144 when trying to open a cloud document in Adobe XD.

Community Beginner ,
Mar 11, 2020

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When trying to open a spesific cloud document in Adobe XD. 

 

Reproduction steps:

 

1) Open the cloud document in the latest version of Adobe XD on Mac

 

2) A dialog appears: Connecting (stays for 10-15 seconds)

Screenshot 2020-03-11 at 09.24.27.png

 

3) A new dialog appears: Unsaved changes - Your document has unsaved changes ... Save as or Discard Local Changes. Select "Discard Local Changes".

Screenshot 2020-03-11 at 09.58.31.png

 

4) A new dialog appears: Something went wrong. Close and reopen the document to continue working. (Error 2144). Close document.

Screenshot 2020-03-11 at 09.24.12.png

 

5) Press the "Close document" button and try again. The same thing happens.

 

Questions: 

Is there a known workaround for this issue? Anything I can to do wipe the unsaved changes and restore the cloud document to a working state? I tried saving the document as a new cloud document. There are two major issues with this: 

 

1) The version history from the original cloud document is gone

2) All the invited members are gone

 

(We have coediting (beta) enabled for this document.)

 

System info:

Screenshot 2020-03-11 at 09.56.55.png

 

<The Title was renamed by moderator>

Hi All.

 

The issue got fixed in XD 29 version. Please let us know if you are still experiencing issues while opening the cloud document.

 

Thanks,

Harshika

TOPICS
Crash on mac, Crash on windows, Open and save docs, Product performance

Views

997

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Mar 11, 2020 5
Community Beginner ,
Mar 11, 2020

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Same error on MAC.

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Mar 11, 2020 1
New Here ,
Mar 11, 2020

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I have the exact same issue but on Windows 10

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Mar 11, 2020 0
New Here ,
Mar 11, 2020

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J'ai la même erreur depuis 1h30. Je suis sous Windows 10.

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Mar 11, 2020 0
New Here ,
Mar 11, 2020

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Same issue here, first time seeing this error today. Was able to eventually open one of the files by restarting XD, but the other one with the same error refuses to work. Stop breaking these files with every update Adobe!

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Mar 11, 2020 0
Adobe Employee ,
Mar 11, 2020

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Hi All,

 

We are sorry to hear you are experiencing issues opening cloud documents in Adobe XD. We would need a few more details like-

 

 

We will try our best to help.

 

Thanks,

Harshika

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Mar 11, 2020 0
Community Beginner ,
Mar 12, 2020

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Hi Harshika, 

 

Thanks for your reply. 

 

Yes I can confirm that I have tried all the steps as mentioned here:  https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

 

I found that after deleting the file and restoring it, the files is no longer shared with any members of my team. That's a bummer. It still doesn't work. Same error. 

 

I have successfully generated and uploaded log files using the log collector tool. 

 

The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20200312_092547_576-mac.zip

 

I will download the file that I have issues with opening as a cloud document, and send you the link to that file on a DM. 

 

Thankfully, this file does only contain a few sketches and mockups, so it's no disaster if we're unable to recover. I have a backup (without an intact version history, though). However, if the same issue had happened to our main design systems file which is being linked to from all our cloud documents, it would have been a disaster for our workflow. So I would appreciate if we could get to the core of the problem and make sure it doesn't happen again.


Here is the screenshot that you requested. 

 

adobe-about.png

 

Cheers,

Ole Fredrik

 

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Mar 12, 2020 1
Community Beginner ,
Mar 12, 2020

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Have this exact same issue. This is absolutely unacceptable. This software isn't beta guys. Get your act together, people's livelihoods are at stake when this type of stuff blows up.

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Mar 12, 2020 2
New Here ,
Mar 12, 2020

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Hello Harshika,

 

Thank you for your reply !

I followed the procedure "Restore your cloud documents" from your article and it seems to work but I lost all the members I added before the crash and I don't have access to the history anymore. Please keep us in touch if there's an update.

 

Thank you again,

Mélanie

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Mar 12, 2020 0
New Here ,
Mar 12, 2020

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Hi Harshika,

 

Here is the message:

"

Something went wrong

Close and reopen the document to continue working. (Error 2144)

"

 

I can't open the file.

Thanks,

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Mar 12, 2020 0
Community Beginner ,
Mar 12, 2020

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Totaly agree with you. This is not a BETA. People work with this software for there business ans peolple pay for the soft.

Please fix is bug and don't post beta version before testing fiability.

 

 

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Mar 12, 2020 2
Community Beginner ,
Mar 12, 2020

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This bug is a showstopper. Please provide an update so teams can act accordingly.

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Mar 12, 2020 1
Community Beginner ,
Mar 12, 2020

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My boss and I are also experiencing this same issue with files that were share with us. She's on a PC and I'm on a Mac. This is terrible!

- Cesar Caminero - cesarcaminero.pro

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Mar 12, 2020 0
Adobe Employee ,
Mar 12, 2020

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Hi All,

 

We are sorry for the trouble. The team is aware of the issue and is working on it to fix it. You may see the improvements in the future releases of XD.

 

We are sorry for the inconvenience.

 

Thanks,

Harshika

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Mar 12, 2020 0
Community Beginner ,
Mar 12, 2020

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Hi Harshika, 

 

I'm afraid I don't understand what you mean by "You may see the improvements in the future releases of XD."

Can you please be more specific? Will there be a hotfix for this issue as soon as it's resolved? Or do we have to wait for a possible fix some time in the future?

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Mar 12, 2020 1
Community Beginner ,
Mar 12, 2020

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I second that, this is an unacceptable response. There must be a hotfix for this issue. AGAIN, this is a showstopper bug. ESCALATE.

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Mar 12, 2020 0
Adobe Employee ,
Mar 12, 2020

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Hi All.

 

The issue got fixed in XD 29 version. Please let us know if you are still experiencing issues while opening the cloud document.

 

Thanks,

Harshika

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Mar 12, 2020 1
Community Beginner ,
Mar 12, 2020

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Thank you, that's music to my ears. Have a nice day.

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Mar 12, 2020 0
Community Beginner ,
Mar 13, 2020

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Got update this morning, so far so good, thank you

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Mar 13, 2020 0