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Sorry we can't open the document

Apr 09, 2020

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Hi, 

 

Apologies for double posting this - there's a thread here https://community.adobe.com/t5/adobe-xd/invite-to-edit-sorry-we-can-t-open-the-document/td-p/1040994... ...bit it's lost away in the replies...

 

...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 solutions and suggestions and countless 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 we easily and quickly solve what appears to be an issue with multiple accounts?

 

Thanks

 

Liam

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Sorry we can't open the document

Apr 09, 2020

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Copied

 

Hi, 

 

Apologies for double posting this - there's a thread here https://community.adobe.com/t5/adobe-xd/invite-to-edit-sorry-we-can-t-open-the-document/td-p/1040994... ...bit it's lost away in the replies...

 

...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 solutions and suggestions and countless 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 we easily and quickly solve what appears to be an issue with multiple accounts?

 

Thanks

 

Liam

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Apr 09, 2020

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UPDATE:

 

Tested inviting users outside of the Enterprise organisation license to files and vice-versa:

  • Same results
  • Same problems

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Adobe Employee ,
Apr 09, 2020

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