Adobe XD option not available.

[adobea16170912]

Hello all, this question is from an admin perspective, I have a user that has the full cloud suite/license but is unable to use the XD  desktop app. The XD app isn't showing up as an option on desktop or when siging into any web broswer. It's not that it wont open, it's jusst not present among in the apps . Adobe chat is down and the contact numbers don't work, any help torubleshooting this is greatly appriciated. 

I've tried removing the user and readding her and also removing the SSO feature.

Created an email alias and tried to back door it that way and still noting. 

The Mac OS is up to date and has plenty on space.

Attached is the desktop error she got the last time XD wass opened before it dissapeard. 

[John T Smith]

This space is provided by Adobe, but this is not Adobe support
Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that Adobe's staffing is impacted by the Covid virus, so wait times are long
.
You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
You MUST also allow 'cookies' in your web browser for the link to work
This will NOT work if you are using a VPN
.
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
or
Twitter tweet @AdobeCare
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

[adobea16170912]

Thanks

[Kevin Stohlmeyer]

@John T Smith is that just an automated response? Where did you see the OP was asking about account or payments?

"This space is provided by Adobe, but this is not Adobe support" - this is community support and the proper place to ask these types of questions for help.

[kglad]

<moved from adobe xd>

[SuJoshi · Accepted solution]

Hi @adobea16170912

• Make sure the user is looking for XD in the “All Apps” tab in CCD. XD will not show under the “UI & UX” tab as it has been removed from there.
• If a new user is created or delegated XD or All Apps license, it’ll take one day to reflect XD in CCD. In this case, please advise the user to wait for 24 hours.

If the app is still missing after waiting for 24 hours, kindly create a ticket from the admin console by navigating to the Support tab and share the account details of the affected user so that the concerned team can investigate the issue.  

[kglad]

@adobea16170912 

are you using your admin console to contact adobe support?