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[Other]-Syncing Problem opening cloud document in XD.

Community Beginner ,
Mar 23, 2020

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Hi, I'm having problems opening an XD-document, I'm getting the following message: 
"Waiting for sync. The latest copy of the document has not yet been synced from another computer. Please try again in a few moments."XD-problem.png
I'm only working on one computer, and I'm the owner/creator of the document. It is shared with another co-worker (co-editing), but she had no problem opening/closing it. I can open earlier versions, so it's not totaly lost, but the link for sharing will be another, which means all linkage to this document needs to be updated. It's a big project, a lot of Jira-boards and a big team of developers that need to have access to the design, so I hope you can see the problem it causes. 
I have the latest version of XD, and I've tried to log-out/log-in again, restarted my computer....and all that mojo... but nothing helps. Anyone that have a solution to my problem?
Thanks!

Adobe Community Professional
Correct answer by Ares Hovhannesyan | Adobe Community Professional

Try to unshare your project.from user. https://xd.adobe.com/view/ee574f00-c018-47ad-6f05-539f2d920d4b-9866/

 

But bofere, open AdobeXD and click on Manage Link and go to you CC files in browsers where you can find your shared project. 

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[Other]-Syncing Problem opening cloud document in XD.

Community Beginner ,
Mar 23, 2020

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Hi, I'm having problems opening an XD-document, I'm getting the following message: 
"Waiting for sync. The latest copy of the document has not yet been synced from another computer. Please try again in a few moments."XD-problem.png
I'm only working on one computer, and I'm the owner/creator of the document. It is shared with another co-worker (co-editing), but she had no problem opening/closing it. I can open earlier versions, so it's not totaly lost, but the link for sharing will be another, which means all linkage to this document needs to be updated. It's a big project, a lot of Jira-boards and a big team of developers that need to have access to the design, so I hope you can see the problem it causes. 
I have the latest version of XD, and I've tried to log-out/log-in again, restarted my computer....and all that mojo... but nothing helps. Anyone that have a solution to my problem?
Thanks!

Adobe Community Professional
Correct answer by Ares Hovhannesyan | Adobe Community Professional

Try to unshare your project.from user. https://xd.adobe.com/view/ee574f00-c018-47ad-6f05-539f2d920d4b-9866/

 

But bofere, open AdobeXD and click on Manage Link and go to you CC files in browsers where you can find your shared project. 

Capture.JPG

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Mar 23, 2020 0
Adobe Community Professional ,
Mar 23, 2020

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Try to unshare your project.from user. https://xd.adobe.com/view/ee574f00-c018-47ad-6f05-539f2d920d4b-9866/

 

But bofere, open AdobeXD and click on Manage Link and go to you CC files in browsers where you can find your shared project. 

Capture.JPG

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Mar 23, 2020 1
Community Beginner ,
Mar 23, 2020

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Thanks Ares, your solution with removing the other user seems to have solved the issue. Thanks for the help!

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Mar 23, 2020 0
Explorer ,
Apr 20, 2020

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I am having same problem as being an ower for a file. I cannot open it and get same error. I have removed all share links as described above but still cannot open the file. These issues with XD make me feel like this should not be used in a real production environment.

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Apr 20, 2020 1
Community Beginner ,
Apr 14, 2020

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Recently updated adobe xd to latest version 28.5.12.5. on macbook pro. MacOS Mojave ver 10.14.4

Trying to open the file from older version shows message "Waiting for Sync" and requires the document to be closed. This is happened several times.

PFA, the image with shown message for reference.

Request adobexd team to help in solving this issue.Screenshot 2020-04-14 at 3.09.01 PM.png

 

 

{Renamed By MOD}

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Apr 14, 2020 0
Adobe Employee ,
Apr 14, 2020

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Hi there,

 

Sorry to hear about the trouble. I'd request if you can try the steps shared on this discussion: https://community.adobe.com/t5/adobe-xd/other-syncing-problem-opening-cloud-document-in-xd/m-p/10997...

 

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

 

Regards

Rishabh

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Apr 14, 2020 1
Community Beginner ,
Apr 14, 2020

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Hi Rishab,

I am able to view the project by clicking "Manage Links", but unable to find option of removing users.

Please suggest.

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Apr 14, 2020 0
Adobe Employee ,
Apr 15, 2020

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Nice to hear you are able to view your project. In order to remove the user, you can click on the invite to edit icon and there you will see the list of added user. You can remove any of the user from there.

 

Please see the attached screenshot

 

remove user.png

 

 

Let us know if that helps.

 

Thanks,

Harshika

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Apr 15, 2020 0
Community Beginner ,
Apr 15, 2020

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Hi Guys,

Appreciate your support, but I am unable to do any action within the file, in the AdobeXD app.

Only action i can peform is "Close document", all other actions are disabled.

PFA, screen shot.

Screenshot 2020-04-16 at 10.06.43 AM.png

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Apr 15, 2020 0
Adobe Employee ,
Apr 16, 2020

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Thank you for performing the troubleshooting. Would you mind confirming if you've tried the steps mentioned in this article: https://helpx.adobe.com/xd/kb/issue-saving-xd-file-creative-cloud.html?

 

Let us know if that helps.

 

Thanks,

Harshika

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Apr 16, 2020 0
Adobe Employee ,
Apr 20, 2020

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I am following up on the issue. Could you please confirm if the issue has been resolved or if you need further assistance?

 

We'd be happy to help.

 

Thanks,

Harshika

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Apr 20, 2020 0
Explorer ,
Apr 20, 2020

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Issue still exists. I have performed the steps in the article. I cannot delete the file as shown in the article and get an red error at the bottom of XD that says "There was a problem deleting {FILE NAME}."

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Apr 20, 2020 0
Adobe Employee ,
Apr 21, 2020

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Hi Christopher,

 

Sorry to hear about the trouble. Could you please share a few more information like, are you unable to open a cloud document because of the error shown at the beginning of this discussion? If yes, have you already tried the steps suggested here: https://community.adobe.com/t5/adobe-xd/other-syncing-problem-opening-cloud-document-in-xd/m-p/10997...

 

If that's not the case, please share some details of what exactly is happening at your end so that we can provide the next course of action.

 

Regards

Rishabh

 

 

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Apr 21, 2020 0
Explorer ,
Apr 21, 2020

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Yes, same error which is why I am replying to this thread, and as mentioned I followed those steps. 

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Apr 21, 2020 0
Adobe Employee ,
Apr 21, 2020

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Thanks for confirming Christopher, could you please try the steps shared here: https://helpx.adobe.com/in/creative-cloud/help/open-revert-cloud-document-version.html

 

And check if you are able to revert to an older version of that file.

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Apr 21, 2020 0
Explorer ,
Apr 21, 2020

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Yes, I can revert to an older version. In fact, I can have the user make changes to the XD file to push the current version as an older version to access it but I can never access the most recent version of the XD file from within XD. XD always shows that it was last modified 3 days ago within XD on the PC but on the web it shows it was last modified a few minutes ago. I have already logged out/in of adobe, restarted computer, and uninstalled XD and reinstalled XD and also resetted XD from windows Apps and Features.

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Apr 21, 2020 0
Adobe Employee ,
Apr 21, 2020

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Thanks for trying the troubleshooting steps. Would you mind sharing the screenshot of your about XD info page? Have you tried switching to a different network?

 

Let us know if that helps. 

 

Thanks,

Harshika

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Apr 21, 2020 0
Explorer ,
Apr 21, 2020

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Here is a photo of the XD info. Yes, I tried different network both wifi and cellular data. Both had same issue. 

jg5hWHiPdG.png

 

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Apr 21, 2020 0
Adobe Employee ,
Apr 23, 2020

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Thanks for sharing the screenshot. Would you mind confirming if it's happening with all the files or with a specific file? It looks like there are some serious sync issues. Is it possible for you to share the log files with us for investiagtion purpose? Please generate the log files using this link: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html and upload the file to a shared location such as Creative Cloud app or Dropbox and share the url with me over a private message.

Please share the Adobe ID, phone number and location as well.

 

Note: Please share the link of the post over a PM for reference.

 

We'll try our best to help.

 

Thanks,

Harshika

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Apr 23, 2020 0
Community Beginner ,
Apr 24, 2020

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Having the exact same issue with our main corporate design system file for over 2 weeks now. All staff are unable to work collaboratively and have had to resort to local versioning. We paid for Zeroheight on Adobes recommendation but now we can't update because we cant access this file. This is unacceptable and the level of support around co-editing has been attrocious. It's caused so many headaches.

Please abobe what can i do to recover this file?

Desperately waiting for the next release hoping that it solves but i can safely say that XD has cost my company more money than it's saved at this point and i'm tired of answering designers about why we didn't choose Figma/Sketch. If this document isnt recoverable I will move away from Adobe XD and will never recommend it for any of our Global clients again. I'm done.

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Apr 24, 2020 1
Community Beginner ,
Apr 26, 2020

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Still the issue persists, even after updating to the newer version 28.6.12.3.

Now even my team is also facing the same problem. As most of the files are enabled for co-editing, team is having issues to open the files and work, which internally causing my team not meeting the deadlines..

Adobe and fix.. Are you listening ?

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Apr 26, 2020 0
Adobe Employee ,
Apr 27, 2020

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Hi Jack Reeves and Christopher,

 

We apologies for the frustration while opening the file in XD and in collaboration. We would request you to please generate the log files using this link: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html and upload the file to a shared location such as Creative Cloud app or Dropbox and share the url with me over a private message. 

 

It would be really helpful if you can share a screenshot of your about XD info page. You may also share the sample file with me over a PM for better understanding.

 

Note: Please share the link of the post over a PM for reference.

 

We will try our best to help.

 

Thanks,

Harshika

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Apr 27, 2020 0
Explorer ,
Apr 28, 2020

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Hello, 

It's happening for only certain files on certain computers. Same file with same login on another computer on same network and the issue doesn't exist. But a different file on that computer may not work and it works on a different computer. 

I have PMd you the file URL. 

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Apr 28, 2020 0
Adobe Employee ,
Apr 28, 2020

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Thanks for sharing more details. I would like to know a few more details for further investiagtion if you are the owner of the file? Are you working on different machines with different XD versions? On which computer the issue first occurred?

 

We will try our best to help.

 

Thanks,

Harshika

 

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Apr 28, 2020 0
Explorer ,
Apr 28, 2020

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Yes, I am the owner of the file. All machines are using the latest version 28.7.12.4. Every morning before we start we check for updates. Machines are showing no updates available. Both machines are up-to-date and have the same Windows 10 Pro v1909 installed. This issue only started occuring last week. Before this issue first happened both machines were running Adobe XD since last year without encountering this error. 

 

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Apr 28, 2020 0
Community Beginner ,
Apr 29, 2020

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Hey Harshika! Thanks for your help!

I tried to send you a message but i got "youve sent the max amount of messages today" even hough i havent sent one yet :sigh: ... we will get there together though im sure! 

As i cannot access the document i cant share a link with you. But using the "manage link" feature i can add your email. Which email shall i add to the shared doc? The doc will be called HHDS-Components.

The adobe logs are available at: https://drive.google.com/file/d/1KXUxlC8UbWCe8ofyRmuPmAqJ5VuSFPHz/view?usp=sharing 

You also requested that i send you screenshot of my about page:

 

Screenshot 2020-04-29 at 9.55.38 AM.png

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Apr 29, 2020 0
Adobe Employee ,
Apr 29, 2020

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Thanks for sharing the additional information and thanks for sharing the logs. Is it happening with this specific file? Is it possible for you to share the file with me as well so that we can test at our end?

 

We will try our best to help.

 

Thanks,

Harshika

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Apr 29, 2020 0
Adobe Employee ,
Apr 29, 2020

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Thank you so much Jack for sharing the required details. I received your file on my email. I will investigate on it and will get back to you shortly.

 

Thanks,

Harshika

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Apr 29, 2020 0
Community Beginner ,
Apr 30, 2020

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Thankyou!!!

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Apr 30, 2020 0
New Here ,
May 01, 2020

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Screen Shot 2020-05-01 at 11.14.07 AM.png

 

Thanks, Ares

But I have the same issue with accessing the cloud file with exactly the same message "Waiting for sync..." above the page. And the solution you`ve shared didn't work.  It wasn`t an owner of the file. So I left the doc and asked the owner to share it with me again. It didn`t work. I also tried to open doc on a previous XD version, no changes. 

I can view and access the previous versions, but can`t work on the latest version with my team. That`s the only file in XD that I have an issue with and it happens only recently (in a week). 

The document we`re working on is a UI library and it critical to be able to access it again.

Please help to solve it,

Thanks,

Tanya

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May 01, 2020 0
Adobe Employee ,
May 01, 2020

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Hi Tanya,

 

I am sorry you ran into trouble opening the document. If you have tried all the steps suggested in the post. Would you mind trying these two steps that helped two customers in the post and they informed that to me over a private message?

 

  • The first is press ESC on your keyboard and then see if the error goes away and the blue bar loads and open up the file.
  • The second is to try uninstalling and reinstalling XD.

 

Let me know if that helps. I will try my best to help.

 

Thanks,

Harshika

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May 01, 2020 0
New Here ,
May 04, 2020

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Hi Harshika,

Thanks for your advice. I tried both suggestions and it didn`t help. When I press ESC it just closes the XD file. And next time I open it I see the same "Waiting for sync" message. And I tried reinstall XD twice and each time after installing it back and opening the file same message all the time.

What else can I try to access the latest version? 

Thanks,

Tanya 

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May 04, 2020 0
Adobe Employee ,
May 05, 2020

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Thanks for trying th steps suggested, Tanya. Would you mind telling us if your other team members are able to open the file along with your owner? Could you please check if you're able to open the file on other machine? Are you all working on the latest version of XD (28.8)?

 

I will try my best to help.

 

Thanks,

Harshika

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May 05, 2020 0
Explorer ,
May 13, 2020

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Hi there,

 

We have a coediting enable file (large file) that no one in the team is able to open it. Some steps:

-File was created a few weeks ago

-Enable coediting

-Invited users to work on the file

- Lots of artboards and images that make the file pretty heavy

- Today, a few designers tried to open the file and we unable

- File loads normally, you can see the blue bar loading

- Then you see the "Connecting..." message

- You see the "Sync" (I think)

- Then you get the message attached "Waiting for sync"

 

Any workaround? Why is it happening?

 

TIA

Clara

 

{Renamed By MOD}

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May 13, 2020 0
Adobe Employee ,
May 13, 2020

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Hi Clara,

 

Sorry to hear about the trouble, we'll try our best to help you with this. Could you please try the suggestions shared on this similar discussion: https://community.adobe.com/t5/adobe-xd/other-syncing-problem-opening-cloud-document-in-xd/m-p/10997...

 

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

 

Regards

Rishabh

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May 13, 2020 0