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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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.
What is the solution to this problem?
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.
We are experiencing this error now. How do we go about checking the relevant ID being used when sharing?
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.
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
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?
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:
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.
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:
Installed latest release of XD (14/4/20) and by following the advice the issue seems to be resolved. In summary:
Not sure which (if any) of these steps made the difference but now working
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.
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.
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.
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.
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.
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/
You can solve this by opening the file on another computer! It works for me!
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!
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.
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?
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.
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.
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.
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.
We are both on the latest versions of XD on Windows 10.