Error 3635, 3634, 3624 Cannot create new document in XD.

New Here ,
Oct 28, 2019 Oct 28, 2019

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I have gone through these forums and have tried every recommended solution. Restarted Adobe CC, reinstalled Adobe CC, restarted computer, reinstalled XD, used the cleaning tool ETC. Nothing works. I have documents on there that I need for school and cannot access them.


These are the errors that I am getting: xd.jpgxd2.jpg

 

If anyone can provide me with a solution ASAP it would be very appreciated. I need access immediately.

Thanks

 

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correct answers 1 Correct Answer

Adobe Employee , Apr 30, 2020 Apr 30, 2020
Hi everyone, Sorry to hear that you're unable to open the file and getting an "Error 3635, Cannot create a new document in XD" or other similar errors while opening or creating a cloud document. We'll try our best to help you with this.  This list of solutions may seem long, however, I can assure you that it has helped a lot of customers with this error.  Please start with Part one (Mac/Win) and proceed to Part two if the problem persists on the windows machine. Part one (Mac/Win): ...

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Adobe Employee ,
Oct 15, 2019 Oct 15, 2019

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Hi Joseph,

 

We are sorry to hear you are facing trouble creating a document in XD and getting error 3634. We would request you to please try the solution mentioned in this post: https://community.adobe.com/t5/Adobe-XD/error-3624/td-p/10353813 and let us know if that helps.

 

Thanks,

Harshika

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New Here ,
Oct 15, 2019 Oct 15, 2019

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Thank you! I will try it right away!

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New Here ,
Oct 15, 2019 Oct 15, 2019

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It didn't work at all. What can I do, please?

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New Here ,
Oct 15, 2019 Oct 15, 2019

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I can only open an existing project.

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Adobe Employee ,
Oct 16, 2019 Oct 16, 2019

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Thank you for trying the steps. Would you mind creating a new user account of you machine using this link: (https://www.youtube.com/watch?v=j3UwhgNXsvM)? & let us know if that helps.

 

Thanks,

Harshika

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New Here ,
Nov 18, 2020 Nov 18, 2020

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error 3634 creative cloud sync is not running correctly

error 3636 can't create document

and also can't open this file on the cloud.

already reinstalled all adobe apps, restarted computer, logged in and out.

what can i do now?

 

{Renamed by MOD}

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Adobe Employee ,
Dec 02, 2020 Dec 02, 2020

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Hi Barak,

 

We're so sorry for the delay in response. Please try the suggestions shared here: https://community.adobe.com/t5/adobe-xd/error-3624/td-p/10353813?page=1

 

Let us know if this helps or if you need any further assistance.

 

Regards

Rishabh

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New Here ,
Feb 17, 2019 Feb 17, 2019

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Hello,

I am running macOS Mojave 10.14.3, with Adobe Creative Cloud 4.8.0.421

I have just installed Adobe XD;

1. I chose a design to start

Screen Shot 2019-02-17 at 14.36.40 .png

2. got the following message

Can't create document (Error code: 3624)

(ok) : closes the window and takes me back to the first screen to start new design

(here): takes to me

Screen Shot 2019-02-17 at 14.37.22 .png

3. I followed all the troubleshooting instructions to resolve the issue, but it still exists

Screen Shot 2019-02-17 at 14.53.38 .png

Screen Shot 2019-02-17 at 14.53.00 .png

Screen Shot 2019-02-17 at 14.52.44 .png

Any help please!!!?

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Adobe Community Professional ,
Feb 17, 2019 Feb 17, 2019

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Someone else is reporting that same error message in this post Adobe Xd is will not create a new file.

There an Adobe staff member asked "By any chance, does a reboot (and wait a couple of minutes before launching XD) resolve this issue?"


— Adobe Certified Expert & Instructor at Noble Desktop | Web Developer, Designer, InDesign Scriptor

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New Here ,
Mar 01, 2019 Mar 01, 2019

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Same here, the proposed solution did not work for me. I got the error message or it shows 'something went wrong' when trying to open the creative cloud

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Adobe Employee ,
Mar 04, 2019 Mar 04, 2019

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To all of you that are still facing this issue, I suggest getting in touch with our support team directly using this link Contact Customer Care

After your issue has been resolved, I suggest posting the solution here for the benefit of other users in a similar situation.

Meanwhile, the team is investigating the root cause of this issue, and we hope that it will be fixed very soon.

Thanks,

Preran

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New Here ,
Mar 15, 2019 Mar 15, 2019

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Hi all,

I've been struggling with this exact same issue for the last week or so (error code: 3624), and just now managed to resolve it, so I thought I'd share what I did. I had previously tried ALL the solutions provided by Adobe (see here: Issue saving xd files to creative cloud), none of which worked and my creative cloud sync version (which was outdated) was refusing to update. According to Adobe, the outdated sync version is the root cause of the issue. Apparently, it needs to be 4.1.0.29 or later in order for Adobe XD CC to work.

(this is the updated version, but before I was stuck on 3.1.0.8)

In the end, I had to completely uninstall and reinstall the Creative Cloud Desktop App (and in order to do that I had to uninstall all my other CC Adobe software as well, as the installer doesn't work until you've done this). When using the uninstaller, make sure you click 'Uninstall' and not 'Repair', I tried to repair and that doesn't work either.

Completely uninstalling and reinstalling everything seems to have done the trick, my creative cloud sync version is up to date, plus adobe XD now works. Bit of a long-winded fix, but couldn't find anything else that works, unfortunately.

Hopefully, this will work for you too!

Vince

Specs:

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New Here ,
Jan 31, 2021 Jan 31, 2021

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Pakya_0-1612098256165.png

 

Pakya_1-1612098281041.png

Mine still not working with the solution given

 

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Adobe Employee ,
Jan 31, 2021 Jan 31, 2021

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Hi there,

 

Sorry to hear about the trouble. Please try the suggestions shared here: https://helpx.adobe.com/pl/xd/kb/fix-issues-with-xd-cloud-documents.ug.html#unable-to-create-open-cl...

 

Let us know if this helps or if you need any further assistance.

 

Regards

Rishabh

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New Here ,
Mar 04, 2019 Mar 04, 2019

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When I am creating a new document in XD, facing an error (Error code: 3624).

Tired a lot of methods like:

Updating OS, Updating Adobe cloud, and Reinstalling the XD but nothing is working out.

MAC OS Version: Mojave 10.14.3

Adobe Cloud Version: 4.8.0.421

XD Version: 16.0.2.8

Can anyone help me with this?

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Adobe Employee ,
Mar 05, 2019 Mar 05, 2019

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Hi Naveen,

Sorry that you are unable to create a new document with Adobe XD. I would request you to try the steps mentioned here: - Issue saving xd files to creative cloud and update this discussion with the results.

Thanks,

Atul_Saini

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New Here ,
Mar 15, 2019 Mar 15, 2019

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Hi Naveen,

I've been struggling with this exact same issue for the last week or so (error code: 3624), and just now managed to resolve it, so I thought I'd share what I did. I had previously tried ALL the solutions provided by Adobe (see here: Issue saving xd files to creative cloud), none of which worked and my creative cloud sync version (which was outdated) was refusing to update. According to Adobe, the outdated sync version is the root cause of the issue. Apparently, it needs to be 4.1.0.29 or later in order for Adobe XD CC to work.

(this is the updated version, but before I was stuck on 3.1.0.8)

In the end, I had to completely uninstall and reinstall the Creative Cloud Desktop App (and in order to do that I had to uninstall all my other CC Adobe software as well, as the installer doesn't work until you've done this). When using the uninstaller, make sure you click 'Uninstall' and not 'Repair', I tried to repair and that doesn't work either.

Completely uninstalling and reinstalling everything seems to have done the trick, my creative cloud sync version is up to date, plus adobe XD now works. Bit of a long-winded fix, but couldn't find anything else that works, unfortunately.

Hopefully, this will work for you too!

Vince

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Adobe Employee ,
Mar 15, 2019 Mar 15, 2019

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Hi Vince, thanks for sharing the detailed instructions of the steps which you have followed. I am glad that it worked for you.

Thanks,

Atul_Saini

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New Here ,
May 28, 2021 May 28, 2021

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I get the every time same error while opening the Adobe XD. Error " Adobe XD Error Code 3635 (Can't Create Document. I have tried some solutions also but didn't work with any one of them?

Is there any solution for it?

Version Adobe XD-38.1.12.2

OS- window 10, ram 8GB,

Same issue on every device while creating documents- I-phone, mobile, and tablet.

 

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Adobe Employee ,
May 28, 2021 May 28, 2021

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Hi Shiv, 

 

Thank you for reaching out and we are sorry to hear you are unable to create a document in XD. Would you mind updating your XD to the current version which is XD 40.1.22 and let us know if that helps?

 

If it doesn't, please try the steps mentioned in the correct answer to this post: https://community.adobe.com/t5/adobe-xd/error-3635-3634-3624-cannot-create-new-document-in-xd/td-p/1... 

 

Let us know if you need further assistance. We're here to help.

 

Thanks,

Harshika

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New Here ,
Jul 13, 2021 Jul 13, 2021

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Hi! I have a problem with the applciation XD.

 

When i open it, i have the error 3634 even when i followed all the steps from the Adobe Help.

I desinstalled and reinstalled Creative Cloud and XD two times and i still have the error, please help me!

 

PS: i have a Mac and im French

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Adobe Employee ,
Jul 14, 2021 Jul 14, 2021

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LATEST

Hi there,

 

Thank you for reaching out and sorry to hear you are unable to open XD and getting error. We would request you to please try the steps suggested in this post: https://community.adobe.com/t5/adobe-xd/error-3635-3634-3624-cannot-create-new-document-in-xd/m-p/11...

 

Let us know if that helps.

 

Thanks,

Harshika

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