Error -"Sorry we can't open this document in Adobe XD" or Error 47 while opening the cloud document.

Community Beginner ,
Apr 01, 2019

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Hello

 

If i will open a document from the cloud in XD i get this message:

Sorry we can't open this document.

 

Its a very important document for school. Who can help me?

 

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Crash on windows, Product performance

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1 Correct Answer

Adobe Employee , Mar 15, 2019
Atul_Saini Adobe Employee , Mar 15, 2019
Hey everyone,   Sorry to hear that you're unable to open the file and get an error "Sorry that you are unable to open this document." or  Error 47, unable to open the document." We'll try our best to help you with this.    First, there are two quick solutions which you may try.  Open the same file on a different machine or user account( Windows 10/ Mac).  Download a previous version of the file from version history from assets.adobe.com using these steps (https://community.adobe.com/t5/adobe-xd/revision-history-in-xd-helps-ensure-peace-of-mind-during-collaboration/m-p/10703548?page=1#M18044...

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Adobe Employee ,
Apr 15, 2019

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No, that's incorrect. The problem happens if someone has two different Adobe IDs with the same Email address. This happens occasionally in enterprise organizations. I was inquiring as to that.

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Community Beginner ,
Jul 22, 2019

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What is the solution to this problem?

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Adobe Employee ,
Jul 23, 2019

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Can you check if you are logged in using the ID with which you subscribed to it? If you have multiple Adobe ID, ensure that you are using the relevant ID to log in.

Thanks,

Preran

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New Here ,
Nov 14, 2019

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We are experiencing this error now. How do we go about checking the relevant ID being used when sharing?

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Explorer ,
Apr 09, 2020

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Hi, 

 

We're having this problem across our organsiation at the moment - it is causing massive problems.

 

Everything was fine until last week. Now we cannot effectively share documents across the distributed (Enterprise) team. I really really need a solution v.quickly - being strongly pushed to move to different software (which i don't want to do) but am swimming against the tide here.

 

There are multiple accounts associated with each persons email address. This is a result of the organisation moving from std licensing to enterprise licenses with single sign on integration.

 

  • When I enter a user's email 2 entries appear 
  • These used to highlight which was associated with an enterprise license in brackets - now it doesn't

 

We've spent hours and hours trying different combinations of logging in / out of accounts to ensure that everyone is logged in to their enterprise accounts - both those sharing and those being invited. Everyone has updated to the latest version of XD

 

  • Old file shares seem to be ok in some instances
  • Newly created files will not open and we get the error message 
  • The file creator can open the file fine
  • Everyone invited gets the error when trying to open the doc in XD
  • Invited user can download and access from their 'Shared with you' section on assets.adobe.com

 

Whislt downloading the files to local machines from assets.adobe.com works fine, this is not a appropriate solution - completely negates the value of working together across files or even synching files....

 

I need a solution quickly please.

 

How can this issue with multiple accounts be resolved?

 

Thanks

 

Liam

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Adobe Employee ,
Apr 09, 2020

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First off, you can work with your IT Admin to file a support ticket through the admin console - if you're on an enterprise account, this will be the fastest way to get hands on support.

 

They'll be able to ask you the following questions:

  • Are you trying to use group invitations?
  • Are you sending individual invitations to people?
  • Are you saving local documents to the Creative Cloud Files, or are you sharing documents using the Invite to Edit popup in the document itself?

 

If it's Invite to Edit (instead of CC Files), my recommendation is to invite people by Email address, but do not accept the autocomplete if it is offered to you - type in the entire Email address. Once the invitation is sent, click on the Email or the desktop notification, and the document should open successfully.

 

In either case, I'd advise that you go ahead and file that enterprise support ticket.

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Explorer ,
Apr 14, 2020

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Hi,

 

Thanks for the advice.

 

Will try the email address approach and let you know if we have any success, whilst i see if i can get IT to file the support ticket.

 

In answer to the questions:

 

  • Are you trying to use group invitations?
    • Tried inviting multiple people at once (no success)
  • Are you sending individual invitations to people?
    • Tried inviting people one by one - had more success in that some could open others not - could never get everyone on the same doc
    • Tried with different doc 'owner' accounts - same problems - some could access others could not
  • Are you saving local documents to the Creative Cloud Files, or are you sharing documents using the Invite to Edit popup in the document itself?
    • Always Creative Cloud Files (created new and saved to cloud)
    • Tried inviting online via the cloud doc on assets.adobe.com
    • Tried inviting from within doc when open in XD
    • Tried setting doc (in XD) as Coediting enabled - seemed to start working for some users (but not 100% sure as desperately trying lots of options)

 

Thanks again

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Explorer ,
Apr 16, 2020

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Hi,

 

Quick update:

 

Installed latest release of XD (14/4/20) and by following the advice the issue seems to be resolved. In summary:

  • Updated XD to the newly released version
  • Removed all invited users from the docs
  • Re-invited users one by one (by repeating the invite process multiple times) from within XD
  • Fully typed user email addresses (rather than use the suggestions supplied)
  • Ensured that co-editing was enabled in the share menu (in XD)
  • Logged into assets.adobe.com and opened the invite menu for the doc
  • Changed the user permissions for the invited users from 'can share' to 'can edit' (there doesn't seem to be anywhere to do this within XD)

 

Not sure which (if any) of these steps made the difference but now working

 

Thanks

 

Liam

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Adobe Employee ,
Apr 16, 2020

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We are glad to hear you are able to resolve the issue and thank you for sharing the steps that worked for you. This will definitely help our customers in resolving the similar issue. Please let us know in future for any assistance.

 

We'd be happy to help.

 

Thanks,

Harshika

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Community Beginner ,
Mar 31, 2019

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The project worked fine yesterday, but when I wanted to start working today it couldn't open the document anymore.
The project is stored in the Creative Cloud Storage and I don't have a local copy. All my work is gone.

This is the second time this happens this weekend, after a crash yesterday I lost all my work and had to start over again, because even though the last saved version of my project included the lost work, I could not get it back.

I hope someone has a fix for this, because I don't wanna start working on this project all over again a third time. Thanks.

EDIT: I'm on the latest version of Windows 10, Creative Cloud and Adobe XD. All my drivers are up to date.

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Adobe Employee ,
Apr 01, 2019

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Hi ColinDeD,

Thanks for reporting this issue and sharing the screenshot here. We would need some information and a few logs to investigate it further.

Could you please share the version of Adobe XD: Go to Help > About XD, exact version of Creative Cloud sync: Open Creative Cloud desktop app, go to Preferences > Creative Cloud > Files and other than this information we would need the following logs as well.

  • AdobeXD.log: %localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\
  • ACPLocalLogs:%localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\ACPLocalLogs

Note: For the logs above paste" %localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\ " in the address bar of windows explorer, you would get to the Local State folder where you can find the above logs.

You may upload these logs to CC or Dropbox as a zip file and share the link with me in a private message.

Please let me know in case you face trouble grabbing any of the logs.

Thanks,

Atul_Saini

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New Here ,
May 16, 2020

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Hi , who can help me?

one of my important xd document was deleted , because I didnt mark the last version of it on cloud, now How can I access it? please help me , I really need your help.

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Adobe Employee ,
May 18, 2020

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Hi there,

 

Sorry to hear about the trouble. Could you please confirm if that was a local document or cloud document? If it was a cloud document, please check if you are able to see the file here: https://assets.adobe.com/

 

Regards

Rishabh

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Community Beginner ,
Apr 01, 2019

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You can solve this by opening the file on another computer! It works for me!

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Community Beginner ,
Apr 01, 2019

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For some reason it worked again for me today, I was quick to save it as a local file for back-up. Haven't had any problems since. Thanks for the help guys!

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Adobe Employee ,
Apr 01, 2019

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I am glad that it worked for you, however, it would be great if you could share the logs which I have mentioned above so that we can avoid this situation to happen going forward.

Thanks,

Atul_Saini

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Community Beginner ,
Apr 01, 2019

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Of course!

Here's the link.

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Adobe Employee ,
Apr 01, 2019

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Awesome, could you also run the log collector tool from this link: - -https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share the link of the logs along with the version of Coresync?

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Community Beginner ,
Apr 01, 2019

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Adobe XD Version: 17.0.12.11

Creative Cloud Sync: 4.2.1.51

Creative Cloud App Version: 4.8.1.435

LogCollector FIles download

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Adobe Employee ,
Apr 01, 2019

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You have been a great help here, that would be all at the moment. I would let you know in case we need anything else from your end. Thank you once for your cooperation.

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Adobe Employee ,
Apr 02, 2019

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Hi ColinDeD,

Thanks for your cooperation earlier, I would also request you to enable the crash dump using the steps mentioned here: - How to generate crash dumps on a Windows machine so that we can retrieve the logs in case you encounter any crash going forward.

Thanks,

Atul_Saini

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Community Beginner ,
Apr 03, 2019

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It's enabled now!

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Adobe Employee ,
Apr 03, 2019

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Great, please lets us know in case you experience a crash with XD. I would also request you to update to the latest version, here are the steps: -Update apps to the latest release of Adobe Creative Cloud.

Thanks,

Atul_Saini

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New Here ,
Apr 03, 2019

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Im having the same problem sharing the on the Adobe Cloud.  When we go to open it up from another location we get the same message as above.  There is no other machine to open it up on.  Please advise.

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New Here ,
Apr 03, 2019

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We are both on the latest versions of XD on Windows 10.

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