XD didn't save to cloud for 11 days, costing me 11x 15 hours of work worth of designs and feedback

New Here ,
Apr 19, 2021 Apr 19, 2021

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XD just ruined me on a project I have been working on for 3 months.

All had been well until moments ago when I decided to continue work on my iMac. Only to see XD hadn't been saving to the cloud (Which it had been doing fine previously) meanwhile the preview link I had been updating still has those changes, but I can't do anything with that because that's basically jpegs with links.) 11 days of updates and feedback gone. The time stamp on the file on the xd home screen says last updated 11 days ago, which is weird because I have even worked on the file today  Is there anything I can do to recover my files? I am really thinking of switching from XD. Sad thing is I shut down my MacBook which had the file opened before realizing this.

 

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Adobe Employee ,
Apr 19, 2021 Apr 19, 2021

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Hi there,

 

We apologize for the frustration. We will definitely like to escalate your issue to our product team for investigation. However, we would need few details from you-

 

  1. Are you able to see the missing assets via http://assets.adobe.com?
  2. Date and time (time zone) of the incident?
  3. Which version of XD was used to create the affected file?
  4. What is the current version of XD installed in the machine?
  5. What is the OS version?
  6. Did you enable Co-editing?
  7. Did you create the document where the issue is observed?
  8. If Yes, was the document shared with others?
  9. Can other users see the missing work?
  10. If No, was the document shared with you?
  11. Can we get a document name we can search for?
  12. Have you logged in with the right Adobe ID?

 

We would request you to please try the below steps-

 

  • Sign out and sign back into Creative Cloud Desktop
  • End all Adobe processes from Task Manager (Windows) or Activity Monitor (OS X)
  • Reboot the computer
  • Are you able to see the missing work on another computer?

 

 

We will try our best to help.

 

Thanks,

Harshika

 

 

 

 

 

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New Here ,
Apr 19, 2021 Apr 19, 2021

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Hi Harshika,

Thanks for the quick response.

  1. The file isn't missing, the file is available, but every update I have been working on for the past 11 days is gone. Almost like I haven't touched that file for 11 days even though I have and have had good internet as long as I've been working.
  2. 19th April, 2021 2:00 pm Accra, Ghana.
  3. The version before Version: 39.0.12.12 Cloud Sync 4.9.0.19, before I updated this afternoon after the incident to see if i could it. 
  4. Version: 39.0.12.12 Cloud Sync 4.9.0.19
  5. macOS Big Sur Version 11.2.3
  6. No.
  7. Yes?
  8. No, What I have shared is a design review link.
  9. No
  10. No
  11. File name Fidelity
  12. Yes

 

We would request you to please try the below steps-

 

  • I have done that already. 
  • I did that too
  • I have done that already too.
  • No

 

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Adobe Employee ,
Apr 26, 2021 Apr 26, 2021

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Thank you for sharing the information and sorry for the delay in response. Would you mind generating the logs from Adobe Collector and Crash Dumps and upload the file to a shared location such as Creative Cloud or Dropbox and share the URL with us?

 

We will try our best to escalate the issue.

 

Thanks,

Harshika

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