Unable to launch cloud document

New Here ,
Jun 15, 2021 Jun 15, 2021

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I'm having issues launching my cloud document on Adobe XD. Everytime I try (either from CC app, Adobe XD app, CC website) it loads in Adobe Xd but never opens (it will either crash or freeze my system and I have to restart). I've tried a lot of different suggested solutions previously posted on the community.

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Adobe Community Professional ,
Jun 15, 2021 Jun 15, 2021

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Can you post a link to the document so others can test opening it? Is it just this document or all XD documents?

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New Here ,
Jun 15, 2021 Jun 15, 2021

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Unfortunately not, it's confidential. It is the only document I have on there currently.

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Adobe Community Professional ,
Jun 15, 2021 Jun 15, 2021

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What is your OS, and did you get latest XD update?

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New Here ,
Jun 15, 2021 Jun 15, 2021

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Windows 10. Sure, everything is up to date.

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Adobe Community Professional ,
Jun 15, 2021 Jun 15, 2021

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Can you test another document that isn't confidential?

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New Here ,
Jun 16, 2021 Jun 16, 2021

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Adobe Employee ,
Jun 16, 2021 Jun 16, 2021

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Hi there,

 

We're so sorry to hear about the trouble. Please try the steps shared below:

 

  1. Sign out of XD and the Adobe CC Desktop app.
  2. Close CoreSync and all Adobe-related processes from the Task Manager.
  3. Reboot your computer.
  4. Sign back in on the CC Desktop app and launch XD from there and check if you are able to open the cloud document.

 

If this doesn't help, please share the following details:

 

Please add the logs to a shared folder like Google Drive or DropBox and share the link through DM by clicking on my name.

 

Regards

Rishabh

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