Fix issues with Adobe XD cloud documents

Last updated on Oct 28, 2021

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 Adobe Creative Cloud website.

Read on to learn how to fix the following issues:

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 Adobe 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

Open the Creative Cloud desktop app.

Click Help-> Check for Updates.

Approximate troubleshooting time: 4 mins

Close all Adobe applications.

Depending on the OS, do one of the following:

macOS

Type Activity Monitor on Spotlight.
Click the CPU tab.

Windows

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

End the Adobe 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. Adobe 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.

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 Adobe Creative Cloud website.

Creative Cloud desktop app:

Approximate troubleshooting time: 2 mins

Open the Creative Cloud desktop app.

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.

XD app:

Approximate troubleshooting time: 2 mins

Depending on the OS, do one of the following:

macOS

Click the Help menu.
Check the Adobe ID.
If incorrect, sign out and sign in with the correct Adobe ID.

Windows

Click the XD menu and then select Help.
Check the Adobe ID.
If incorrect, sign out and sign in with the correct Adobe ID.

Adobe Creative Cloud website:

Approximate troubleshooting time: 1 min

Open the Adobe Creative Cloud website.

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.

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.

Open the Creative Cloud desktop app.

Click the profile icon in the upper-right corner.

Click Sign out.

Restart the computer and check.

Approximate troubleshooting time: 4 mins

Open the Creative Cloud desktop app.

Click Updates in the left pane.

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

Approximate troubleshooting time: 5 mins

Open the Creative Cloud desktop app.

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

Click the three dots next to XD and select Uninstall.

Install XD again.

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

Approximate troubleshooting time: 1 min

Select Download from the options menu of the document.

Click Download in the menu to download the cloud document.

Open the downloaded document on XD.

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.

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

Can't save your cloud document?

Perform these fixes in sequence until the document is saved:

macOS

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

Windows

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

Approximate troubleshooting time: 1 min

Do one of the following depending on the OS:

Windows

Click the XD menu and select Save As Local Document.

macOS

Click the File menu and select Save As Local Document.

Open the locally saved document.

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

Depending on the OS, do one of the following:

Windows

Type %temp% in Windows Search and press Enter.

macOS

Open Terminal, type open $TMPDIR and press Return.

Delete all the files in the Temp folder.

Save the document.

Approximate troubleshooting time: 2 mins

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

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.

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

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

Open previous version of your cloud document.

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

Open the Creative Cloud desktop app.

Click Help-> Check for Updates.

Approximate troubleshooting time: 5 mins

Open the Creative Cloud desktop app.

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

Click the three dots next to XD and select Uninstall.

Install XD again.

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 Adobe 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 Adobe 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 Adobe Creative Cloud website.

Creative Cloud desktop app:

Approximate troubleshooting time: 2 mins

Open the Creative Cloud desktop app.

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.

XD app:

Approximate troubleshooting time: 2 mins

Depending on the OS, do one of the following:

macOS

Click the Help menu.
Check the Adobe ID.
If incorrect, sign out and sign in with the correct Adobe ID.

Windows

Click the XD menu and then select Help.
Check the Adobe ID.
If incorrect, sign out and sign in with the correct Adobe ID.

Adobe Creative Cloud website:

Approximate troubleshooting time: 1 min

Open the Adobe Creative Cloud website.

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.

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.

Open the Creative Cloud desktop app.

Click the profile icon in the upper-right corner.

Click Sign out.

Approximate troubleshooting time: 4 mins

Close all Adobe applications.

Depending on the OS, do one of the following:

macOS

Type Activity Monitor on Spotlight.
Click the CPU tab.

Windows

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

End the Adobe 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. Adobe 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.

Windows

Right-click each Adobe process and select End task.

Open the Creative Cloud desktop app.

Restart the computer and check.

Approximate troubleshooting time: 5 mins

Open the Creative Cloud desktop app.

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

Click the three dots next to XD and select Uninstall.

Install XD again.

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