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Error 3635, Cannot create new document in XD.

Community Beginner ,
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

 

<The Title was renamed by moderator>

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):

 

1. Ensure that XD is up to date using this link (https://helpx.adobe.com/in/creative-cloud/help/creative-cloud-updates.html).

 

2. Follow the instructions mentioned on this page step by step (https://helpx.adobe.com/xd/kb/issue-saving-xd-file-creative-cloud.html). Before proceeding to the next step. Please upload the logs to CC or Dropbox and share the link with me via PM (click on my name and hit the message button on my profile). This would help us to get to the root cause and investigate further. 

 

3. Please try cleaning the Creative Cloud desktop app from the cleaner tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html and then reinstall the Creative Cloud desktop app from here (https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html).

 

Part two: For Windows
 

1.  We need to navigate to the following locations and rename the "Core Sync, OOBE, SLStore, SLCache, all AAM related folders" as "Core Sync_old" and similarly with the OOBE_old and so on.

  • C:\Program files(x86)\Adobe\Adobe Sync\
  • C:\Program files(x86)\Common\ Adobe
  • C:\ProgramData(Hidden)\Adobe\
  • C:\Users\Username\AppData(Hidden)\local\Adobe
  • C:\Users\Username\AppData(Hidden)\Roaming\Adobe

2. Reinstall the Creative Cloud desktop app from here (https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html).

 

Please update this discussion in case you need further assistance, we'll certainly take it further from here. For immediate assistance, you may contact Adobe Tech Support using this link https://adobe.ly/2WYE62m Use the chat button on the page to get started.


Thanks,

Atul_Saini

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Error 3635, Cannot create new document in XD.

Community Beginner ,
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

 

<The Title was renamed by moderator>

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):

 

1. Ensure that XD is up to date using this link (https://helpx.adobe.com/in/creative-cloud/help/creative-cloud-updates.html).

 

2. Follow the instructions mentioned on this page step by step (https://helpx.adobe.com/xd/kb/issue-saving-xd-file-creative-cloud.html). Before proceeding to the next step. Please upload the logs to CC or Dropbox and share the link with me via PM (click on my name and hit the message button on my profile). This would help us to get to the root cause and investigate further. 

 

3. Please try cleaning the Creative Cloud desktop app from the cleaner tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html and then reinstall the Creative Cloud desktop app from here (https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html).

 

Part two: For Windows
 

1.  We need to navigate to the following locations and rename the "Core Sync, OOBE, SLStore, SLCache, all AAM related folders" as "Core Sync_old" and similarly with the OOBE_old and so on.

  • C:\Program files(x86)\Adobe\Adobe Sync\
  • C:\Program files(x86)\Common\ Adobe
  • C:\ProgramData(Hidden)\Adobe\
  • C:\Users\Username\AppData(Hidden)\local\Adobe
  • C:\Users\Username\AppData(Hidden)\Roaming\Adobe

2. Reinstall the Creative Cloud desktop app from here (https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html).

 

Please update this discussion in case you need further assistance, we'll certainly take it further from here. For immediate assistance, you may contact Adobe Tech Support using this link https://adobe.ly/2WYE62m Use the chat button on the page to get started.


Thanks,

Atul_Saini

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New Here ,
Sep 12, 2019

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Hello,

I'm solving very slow performance of Adobe XD on Windows 10 Pro 1903 64bit. System is running without problems, other Adobe apps running smooth. 

 

I have problems with opening existing files from local disk, when is file opened after 10 mins, everything is very slow, editing of text takes seconds, texts are disapearing etc. XD is practicaly unusable.

I've followed tutorials how to clean instalation with Adobe Cleaner Tool, also reinstaled XD and Cloud app several times. I've also updated graphic drivers. Everything updated, all Adobe apps, Windows.

Now in clean instalation I got error while creating new clean document: Adobe XD Can't create document (Error code: 3635) see screenshot. 

 

I really don't know what to try more.

Jan

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Adobe Employee ,
Sep 12, 2019

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Just to be sure, did you use the CC cleaner https://helpx.adobe.com/ca/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to do a clean uninstall of CC before you reinstalled it?

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New Here ,
Sep 12, 2019

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Yes, several times, with restarts, but no luck.

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New Here ,
Sep 12, 2019

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Actually after some tries it looks like some font related problem. Because, if I click OK (see screenshot) it opens document without artboard. I can create ne artboard via tool and then it works fine until I touch type tool. Then it starts behave strange. There is only Segoe font and any other in drop down menu. But I can't open my document I need to work on. Urgh 😞

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Adobe Employee ,
Sep 12, 2019

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Thank you for the confirmation. Please send your Adobe ID, location,, and phone number to dl-webpm1@adobe.com along with the URL of this post. We will get in touch with you for further investigation.

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Adobe Employee ,
Sep 12, 2019

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Hi there,

 

Welcome to the New Adobe Community Platform. We are sorry to hear that you are facing trouble using Adobe XD. I would suggest trying the steps mentioned in this article: https://helpx.adobe.com/xd/kb/issue-saving-xd-file-creative-cloud.html and let us know if that helps.

 

Thanks,

Harshika

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New Here ,
Sep 12, 2019

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Hi, I did all the steps mentioned in article. I have CC version 4.9.0.504 (I downloaded and reinstalled it earlier today). Every installed app up to date. Nothing really changed.

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Adobe Employee ,
Sep 12, 2019

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Hi Forrmall,

We'd be waiting for your response on dl-webpm1@adobe.com as Preran requested. Meanwhile, please try the following solutions and share the results. 
 

1. Create a new user profile. 

2. Repair Creative Cloud as mentioned here: - https://helpx.adobe.com/in/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

3. Delete your temp files
Note: It will discard your local changes and revert to the last save version to the cloud 

  • Quit all adobe related processes from Task manager. 
  • Click start type 'run' or press Windows key + R
  • Enter %temp%
  • Delete all files in the local/temp folder that shows up
  • Reboot + relaunch CC and XD

I hope this would help, however, we'll be waiting for your details to investigate it further. 

Thanks,

Atul_Saini

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Community Beginner ,
Sep 13, 2019

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Hi Atul, this solution worked. Under new profile is XD working fine. Fonts, every tool, no errors with fonts. Only thing that happened was, that Distiller opened like 20 dialog windows with information that another instance is already running. But this new user was only profile running. I think that Windows suffered some hits from reinstalling and started to act a bit strange. Then I switched from new to old profile and tried to to run XD. It worked also, I made some dummy content on artboard and tried to save it and then all the dialog font disappeared and error 50 occured. Screenshots https://www.dropbox.com/s/h9fylghu6ig66gd/screenshot%202019-09-13%2010.54.14.png?dl=0 and https://www.dropbox.com/s/f2dab8wcauqy6eo/screenshot%202019-09-13%2010.54.10.png?dl=0 and https://www.dropbox.com/s/kf879ytqn33zepx/Screenshot%202019-09-13%2010.43.17.png?dl=0

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Community Beginner ,
Sep 13, 2019

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One more screenshot I found https://www.dropbox.com/s/rdkjsyf0rtj5zul/Sn%C3%ADmek%20obrazovky%20%281%29.png?dl=0

 

So as I look on it now, problem with missing fonts in dialogs appeared already in new profile.

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Adobe Employee ,
Sep 13, 2019

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Thanks for clarification. There could be some restriction/issues with coresync in your current profile. I'd like to redirect you to our 1:1 channel for further assistance.

Please go www.adobe.com then click on Support, then Contact us, as shown in this screenshot to raise a case with the team.

clipboard_image_0.png

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Community Beginner ,
Sep 13, 2019

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Ok. I'm connecting right now.

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Community Beginner ,
Sep 13, 2019

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Hi Atul, problem was solved. As you suspect it was coresync. Guy from support did everything over remote desktop. It took a while but it worked. Thank for help. All the best! Jan

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New Here ,
Sep 13, 2019

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Bad news, solution was only temporal 😞 After some work in Indesign started working again in XD a error 3635 appeared again. Anyway until I touch type tool, it working slow, but working. Then curson in XD just hangs on typing cursor and stays there. I can change parametrs and click buttons on side panel, but when I move to artboard cursor change to typing cursor and do not work.

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New Here ,
Feb 21, 2020

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I just want to add, for anybody having this problem, that when I just had Tech Support remote access and fix this problem for me (as well as other errors thrown; "the code execution cannot proceed because vulcanmessage5.dll" and "gude.dll") all they did was go around my C:\ drive (even though I run XD from my E:\ drive) and delete (not uninstall...) any and all adobe folders. Then downloaded CC again from an alternative link, https://ccmdl.adobe.com//AdobeProducts/KCCC/CCD/5_0/win64/ACCCx5_0_0_354.zip That's it. All errors went away. *shrug*

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Adobe Community Professional ,
Oct 28, 2019

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Have you contacted Adobe Customer Care and asked them to assist?
They should be in a position to view your account and are better placed to help if there is a technical issue which needs to be resolved.

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Community Beginner ,
Oct 28, 2019

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I ended up having someone fix the problem from remote access. It seems that some folders were not changed/updated with the new update and had to be renamed manually so Adobe CC could install properly. If anyone is having the same issues that I am having you can do this yourself. Just follow these steps:

 

Rename the "Core Sync, OOBE, SLStore, SLCache, all AAM related folders" from following locations

For Windows: C:\Program files(x86)\Adobe\Adobe Sync\

C:\Program files(x86)\Common\ Adobe

C:\ProgramData(Hidden)\Adobe\

C:\Users\Username\AppData(Hidden)\local\Adobe

C:\Users\Username\AppData(Hidden)\Roaming\Adobe

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Adobe Employee ,
Oct 29, 2019

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We are glad to hear you are back on track and thank you for sharing the solution that worked for you. Please feel free to reach out to us in the future for any query related to Adobe XD. We would be happy to help.

 

Thanks,

Harshika

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New Here ,
Jan 14, 2020

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WTF? What does this mean?? I'm sick already reading it again and again, rename to what?? I should rename but what name should I put instead 

 

???

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Adobe Employee ,
Jan 14, 2020

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Hi there,

 

Sorry for the confusion. You can go to the suggested location and rename the "Core Sync, OOBE, SLStore, SLCache, all AAM related folders" as "Core Sync_old" and similarly with the OOBE_old and so on.

 

Hope it helps.

 

Thanks,

Harshika

 

 

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New Here ,
Feb 18, 2020

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hi guys i keep getting  can't create document error code 3635 every single time try to..
my xd is up to date 

 

<The Title was renamed by moderator>

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Adobe Employee ,
Feb 18, 2020

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Hi there,

 

Sorry to hear you are having trouble using Adobe XD. Would you mind trying the steps mentioned in this post: https://community.adobe.com/t5/adobe-xd/error-3635-cannot-create-new-document-in-xd/td-p/10699520?pa...

 

Let us know if that helps.

 

Thanks,

Harshika

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New Here ,
Mar 07, 2020

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Please a step by step guide on how to fix can't create documents issues with error code 3635, will go a long way 

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New Here ,
Mar 10, 2020

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Still I have that issue. Maybe you can create guideline to watch it so we can solve it out together because some folders cannot rename. Please help us out.

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New Here ,
Mar 18, 2020

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Why can't you just give a procedure?

A clear step by step process for anyone to follow.

Why not show/list All AAM related files?

 

Clearly you have the worst customer services! SMH

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New Here ,
Mar 18, 2020

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rename what ?

 

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New Here ,
Mar 18, 2020

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WTFFFFFFFFFFF DOES THIS MEAN ?????????????

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New Here ,
Mar 18, 2020

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WHAT ARE  U EVEN SAYING ?

i am going to report this to adobe sorry its getting too stupid now.

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New Here ,
Mar 21, 2020

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i have problem i cant open new file in adobe xd

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Adobe Employee ,
Mar 24, 2020

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Hi Fahmi,

 

Sorry for the delay in response. Would you mind telling us the OS and XD version of your machine? Is it happening with all the new files? Are these cloud documents or local documents?

 

We will try our best to help.

 

Thanks,

Harshika

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Adobe Employee ,
Mar 24, 2020

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Sorry for the frustration. I understand these are some difficult steps to perform by yourself. However, 

You can go to the suggested location and rename the "Core Sync, OOBE, SLStore, SLCache, all AAM related folders" as "Core Sync_old" and similarly with the OOBE_old and so on.

 

If that doesn't help, please try cleaning the Creative Cloud desktop app from the cleaner tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

 and then reinstall Creative Cloud desktop app.

 

Let us know if that helps.

Thanks,

Harshika

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Adobe Employee ,
Mar 24, 2020

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Hi there,

 

I understand it could be frustrating. You can go to the suggested location and rename the "Core Sync, OOBE, SLStore, SLCache, all AAM related folders" as "Core Sync_old" and similarly with the OOBE_old and so on.

 

If that doesn't help, please try uninstalling the Creative Cloud desktop app using this tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html and reinstall the Creative Cloud app.

 

Let us know if that helps.

 

Thanks,

Harshika

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New Here ,
Jul 04, 2020

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This Process is helpful for Adobe XD users(*Note:- If your are using photoshop/illustrator or any other CC App ,You may lost unsaved cloud data or you have to reinstall all other App also.I try this Process Beacause I am using Adobe XD only).

 

Step 1:-

Uninstall Adobe XD from Your PC/Laptop.

 

Step 2:-

End All Creative Cloud Process From Task Manager. And Try to delete Adobe Creative Cloud.

 

Step 3:-

Delete all underline File from following Location(if you use Adobe XD only not photoshop,illustrator & etc..)-

C:\Program files(x86)\Common\ Adobe

C:\ProgramData(Hidden)\Adobe

C:\Users\Username\AppData(Hidden)\local\Adobe

C:\Users\Username\AppData(Hidden)\Roaming\Adobe

 

Step 4:-

Reinstall the Creative Cloud desktop app from here (https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html).

 

Step 5:-

Download Adobe XD from Creative Cloud Deskop .

 

 

 

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New Here ,
Mar 04, 2020

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xd error.JPG

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Adobe Employee ,
Mar 05, 2020

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Hi Prati,

 

We are sorry to hear you're having trouble opening a document in XD. We have seen a similar error in the past: https://community.adobe.com/t5/adobe-xd/error-3635-cannot-create-new-document-in-xd/td-p/10699520?pa... Please try the solution mentioned in the post.

 

If that doesn't help, it would be really helpful if you can share a short video of the workflow for better understanding.

 

We will try our best to help.

 

Thanks,

Harshika

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New Here ,
Mar 07, 2020

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Reading this alone and trying to understand it is giving headache can someone explain better 

Like a step by step solution won't be bad please I have an internship interview on Wednesday and the training starts tomorrow 

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Adobe Employee ,
Mar 10, 2020

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No worries, please get in touch with our tech support team using this link https://adobe.ly/2WYE62m Use the chat button to get started. Let us know if you need more info.

 

Thanks,

Preran

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New Here ,
Mar 15, 2020

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Capture1.JPG

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Adobe Employee ,
Mar 15, 2020

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Hi Erinziyi

 

Sorry to hear you are having trouble using Adobe XD. Would you mind trying the steps mentioned in this post: https://community.adobe.com/t5/adobe-xd/error-3635-cannot-create-new-document-in-xd/td-p/10699520?pa...

 

Let us know if that helps.

 

Regards,

Rajasekhar.

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