Troubleshooting instructions to resolve issue with saving file to creative cloud.

Verify whether user has followed all steps provided in https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html
If the issue persists, it may be one of the following:

Issue-1: CoreSync is older than 4.1.0.29

Root cause: Creative Cloud application suppressing the update.

System details

Create JIRA ticket for XD Engineering team review

  • Include system details and logs.
  • Go to jira.corp.adobe.com/projects/XD
    • Click Create button.
    • Project = XD.
    • Issue type = Feedback.
    • Labels = cloudSyncIssues.

Issue-2: CoreSync is newer than 4.1.0.29

Root cause: CoreSync is not running or is working incorrectly.

System details

Additional logs and files

Adobe XD

  • MAC:
    • Open Terminal.app.
    • Enter cd Desktop.
    • Enter log show --predicate 'processImagePath CONTAINS "Adobe XD"' --last 3h >xd-log.txt.
    • This generates a file "xd-log.txt" in the curent directory, which users can send to us.  Can change "3h" to a longer time window (like "1d").
  • WIN: \Users%username%\AppData\Local\Packages\Adobe.CC.XD_adky2gkssdxte\

ACPL local

  • MAC: ~/Library/Application Support/Adobe/Adobe XD CC.
  • WIN: <settings folder>\LocalState\ACPLocalLogs.

Create JIRA ticket for XD Engineering team review

  • Include system details and logs.
  • Go to jira.corp.adobe.com/projects/XD
    • Click Create button.
    • Project = XD.
    • Issue type = Feedback.
    • Labels = cloudSyncIssues.

Issue-3: Troubleshooting has failed to resolve issue

Root cause: CoreSync database has gotten into bad state.

System details

Additional logs and files

CoreSync.db

  • MAC: ~/Library/Application Support/Adobe/CoreSync.
  • WIN: \Users\<user name>\AppData\Roaming\Adobe\CoreSync.

Adobe XD

  • MAC:
    • Open Terminal.app.
    • Enter cd Desktop.
    • Enter log show --predicate 'processImagePath CONTAINS "Adobe XD"' --last 3h >xd-log.txt.
    • This generates a file "xd-log.txt" in the curent directory, which users can send to us.  Can change "3h" to a longer time window (like "1d").
  • WIN: \Users%username%\AppData\Local\Packages\Adobe.CC.XD_adky2gkssdxte\

ACPL local

  • MAC: ~/Library/Application Support/Adobe/Adobe XD CC.
  • WIN: <settings folder>\LocalState\ACPLocalLogs.

Create JIRA ticket for XD Engineering team review

  • Include system details and logs.
  • Go to jira.corp.adobe.com/projects/XD
    • Click Create button.
    • Project = XD.
    • Issue type = Feedback.
    • Labels = cloudSyncIssues.

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