Fix issues with Adobe XD cloud documents

Fix issues with Adobe XD cloud documents

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Adobe XD User Guide

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Applies to: Adobe XD

某些 Creative Cloud 应用程序、服务和功能在中国不可用。

Unable to create, open, or save your cloud documents? Can't find your document? Learn how to fix these issues.

Adobe XD saves your documents as cloud documents automatically unless you choose to save them to your computer. The cloud documents that you recently modified are listed on the XD home page and the Creative Cloud website.

Read on to learn how to fix the following issues:

Click the link if you can't create cloud documents.

Can't create cloud documents

Click the link if you can't find cloud documents.

Can't find my cloud documents

Click the link if you can't open cloud documents.

Can't open my cloud documents

Click the link if content is missing in your cloud document.

Missing content in a cloud document

Click the link if you can't save cloud documents.

Can't save my cloud document

Click the link if your document gets disconnected from the cloud.

My document gets disconnected from the Cloud

Here are some of the error codes associated with these issues:

Error 3625 Error 3634 Error 3635 Error 3636 Error 2143
Error 5006 Error 2161 Error 2162 Error 47 Error 49

Can't create or open documents?

 You can also follow these solutions if:

  • Document gets disconnected from the Cloud.
  • Can't invite a fellow designer to collaborate on your document.
  • Document is missing on XD Home screen but available on the Creative Cloud website.

Perform these solutions in sequence until the issue is fixed:

Mac: Right-click XD in the taskbar and click Quit. Reopen XD.

Windows: Close XD and reopen it.

 Approximate troubleshooting time: 1 min

  1. Open the Creative Cloud desktop app.

  2. Click Help-> Check for Updates.

    Click Check for updates.

 Approximate troubleshooting time: 4 mins

  1. Close all Adobe applications.

  2. Depending on the OS, do one of the following:

        macOS

    1. Type Activity Monitor on Spotlight. 
    2. Click the CPU tab.
    Click the CPU tab on Activity Monitor.

    Windows

    1. Type Task Manager on Windows Search.
    2. Click the Details tab.
    Click the Details tab on Task Manager.

  3. End the Creative Cloud processes in the order given below:

    1. Creative Cloud.exe
    		 5. AdobeUpdateService.exe
    		 9. AdobeIPCBroker.exe
    2. Adobe Desktop Service.exe
    		 6. CCLibrary.exe
    		 10. AdobeNotificationClient.exe
    3. Adobe CEF Helper.exe
    		 7. CCXProcess.exe
    		 11. Creative Cloud Helper.exe
    4. Adobe Installer.exe
    		 8. CoreSync.exe
    		 —

    macOS

    Select each Adobe process and click the Close button in the upper-left corner.

    Click the Close button to end Adobe processes.

    Windows

    Right-click each Adobe process and select End task.

    Right click each Adobe process to end it.

  4. Open the Creative Cloud desktop app.

Confirm that you are using the correct Adobe ID (email address) on the Creative Cloud desktop app, XD app, and the Creative Cloud website. 

 

Creative Cloud desktop app:

 Approximate troubleshooting time: 2 mins

  1. Open the Creative Cloud desktop app.

  2. Click the profile icon in the upper-right corner and check the Adobe ID. If incorrect, sign out and sign in with the correct Adobe ID.

    Click the profile icon to check Adobe ID.

XD app:

 Approximate troubleshooting time: 2 mins

  1. Depending on the OS, do one of the following:

    macOS

    1. Click the Help menu.
    2. Check the Adobe ID. 
    3. If incorrect, sign out and sign in with the correct Adobe ID.
    Check your Adobe ID on XD app (Mac).

    Windows

    1. Click the XD menu and then select Help. 
    2. Check the Adobe ID.
    3. If incorrect, sign out and sign in with the correct Adobe ID.
    Check your Adobe ID on XD app (Windows).

Creative Cloud website:

 Approximate troubleshooting time: 1 min

  1. Open the Creative Cloud website.

  2. Click the profile icon in the upper-right corner and check the Adobe ID. If incorrect, sign out and sign in with the correct Adobe ID.

    Click the profile icon to check Adobe ID.

 Approximate troubleshooting time: 2 mins

 Skip this solution if you already signed out from the Creative Cloud desktop app and signed in again, in the previous solution.

  1. Open the Creative Cloud desktop app. 

  2. Click the profile icon in the upper-right corner.

  3. Click Sign out.

  4. Sign in to your Adobe account.

Restart the computer and check.

 Approximate troubleshooting time: 4 mins

  1. Open the Creative Cloud desktop app.

  2. Click Updates in the left pane.

  3. Check for XD within New updates. If XD is listed, click Update next to it.

    Click Update next to XD.

 Approximate troubleshooting time: 5 mins

  1. Open the Creative Cloud desktop app.

  2. In the Apps tab, under Installed, scroll down and locate XD.

  3. Click the three dots next to XD and select Uninstall.

    Click Uninstall next to XD.

  4. Install XD again.

    Click Install next to XD.

Cloud document still won't open? Try any of these workarounds

 Approximate troubleshooting time: 1 min

  1. Sign in to the Creative Cloud website.

  2. Select Download from the options menu of the document.

    Click Download in the menu to download the cloud document.

  3. Open the downloaded document on XD.

  4. macOS

    Click the File menu, select Save As, and then save the document as a cloud document.

    Save as a new cloud document (Mac).

    Windows

    Click the XD menu, select Save As, and then save the document as a cloud document.

    Save as a new cloud document (Windows).

Try opening the cloud document on another computer. To install XD on another computer, see Install Creative Cloud apps on a new computer.

Can't save your cloud document?

Perform these fixes in sequence until the document is saved:

  1. macOS

    Click the File menu, select Save As, and then save the document as a new cloud document.

    Save as a new cloud document (Mac).

    Windows

    Click the XD menu, select Save As, and then save the document as a new cloud document.

    Save as a new cloud document (Windows).

 Approximate troubleshooting time: 1 min

  1. Do one of the following depending on the OS:

    macOS

    Click the File menu and select Save As Local Document.

    Save as a local document (Mac).

    Windows

    Click the XD menu and select Save As Local Document.

    Save as a local document (windows).

  2. Open the locally saved document.

  3. macOS

    Click the File menu, select Save As, and then save the document as a cloud document.

    Windows

    Click the XD menu, select Save As, and then save the document as a cloud document.

 Approximate troubleshooting time: 3 mins

  1. Depending on the OS, do one of the following:

    macOS

    Open Terminal, type open $TMPDIR and press Return.

    Open Terminal on Mac.

    Windows

    Type %temp% in Windows Search and press Enter.

    Temp folder on Windows.

  2. Delete all the files in the Temp folder.

  3. Save the document.

 Approximate troubleshooting time: 2 mins

  1. Take a backup of your document. Delete recently updated content from it, and try to save it.

  2. If you can save it successfully, move the deleted content back to it and try saving it again. If it doesn't save with the content back in it, re-create that content.

 Approximate troubleshooting time: 2 mins

When you revert to the previous version of the document, any work that you performed between the previous version and the current version is lost.

  1. Click the down-arrow next to the document name in the menu bar.

  2. Click the three dots next to the previous version and select Open in a new window.

    Open previous version of your cloud document.

  3. Save this version; rename it to remove the timestamp. Work on this document.

How do I prevent recurrence of similar issues?

To prevent recurrence of similar issues, perform all the solutions given below:

 Approximate troubleshooting time: 1 min

  1. Open the Creative Cloud desktop app.

  2. Click Help-> Check for Updates.

    Click Check for updates.

 Approximate troubleshooting time: 5 mins

  1. Open the Creative Cloud desktop app.

  2. In the Apps tab, under Installed, scroll down and locate XD.

  3. Click the three dots next to XD and select Uninstall.

    Click Uninstall next to XD.

  4. Install XD again.

    Click Install next to XD.

Restart the computer after you are done with these two solutions.

Can't find your document, or content in a document?

 Can you find your document on the Creative Cloud website? If yes, follow the solutions under Can't create or open documents?

If you can't find your cloud document on both XD Home screen and the Creative Cloud website, perform the solutions given below:

Confirm that you are using the correct Adobe ID (email address) on the Creative Cloud desktop app, XD app, and the Creative Cloud website. 

 

Creative Cloud desktop app:

 Approximate troubleshooting time: 2 mins

  1. Open the Creative Cloud desktop app.

  2. Click the profile icon in the upper-right corner and check the Adobe ID. If incorrect, sign out and sign in with the correct Adobe ID.

    Click the profile icon to check Adobe ID.

XD app:

 Approximate troubleshooting time: 2 mins

  1. Depending on the OS, do one of the following:

    macOS

    1. Click the Help menu.
    2. Check the Adobe ID. 
    3. If incorrect, sign out and sign in with the correct Adobe ID.
    Check your Adobe ID on XD app (Mac).

    Windows

    1. Click the XD menu and then select Help. 
    2. Check the Adobe ID.
    3. If incorrect, sign out and sign in with the correct Adobe ID.
    Check your Adobe ID on XD app (Windows).

Creative Cloud website:

 Approximate troubleshooting time: 1 min

  1. Open the Creative Cloud website.

  2. Click the profile icon in the upper-right corner and check the Adobe ID. If incorrect, sign out and sign in with the correct Adobe ID.

    Click the profile icon to check Adobe ID.

If collaborators can see the missing document or design work, try these solutions in order until the issue is fixed:

 Approximate troubleshooting time: 2 mins

 Skip this solution if you already signed out from the Creative Cloud desktop app and signed in again, in the previous solution.

  1. Open the Creative Cloud desktop app. 

  2. Click the profile icon in the upper-right corner.

  3. Click Sign out.

  4. Sign in to your Adobe account.

 Approximate troubleshooting time: 4 mins

  1. Close all Adobe applications.

  2. Depending on the OS, do one of the following:

        macOS

    1. Type Activity Monitor on Spotlight. 
    2. Click the CPU tab.
    Click the CPU tab on Activity Monitor.

    Windows

    1. Type Task Manager on Windows Search.
    2. Click the Details tab.
    Click the Details tab on Task Manager.

  3. End the Creative Cloud processes in the order given below:

    1. Creative Cloud.exe
    		 5. AdobeUpdateService.exe
    		 9. AdobeIPCBroker.exe
    2. Adobe Desktop Service.exe
    		 6. CCLibrary.exe
    		 10. AdobeNotificationClient.exe
    3. Adobe CEF Helper.exe
    		 7. CCXProcess.exe
    		 11. Creative Cloud Helper.exe
    4. Adobe Installer.exe
    		 8. CoreSync.exe
    		 —

    macOS

    Select each Adobe process and click the Close button in the upper-left corner.

    Click the Close button to end Adobe processes.

    Windows

    Right-click each Adobe process and select End task.

    Right click each Adobe process to end it.

  4. Open the Creative Cloud desktop app.

Restart the computer and check.

 Approximate troubleshooting time: 5 mins

  1. Open the Creative Cloud desktop app.

  2. In the Apps tab, under Installed, scroll down and locate XD.

  3. Click the three dots next to XD and select Uninstall.

    Click Uninstall next to XD.

  4. Install XD again.

    Click Install next to XD.