Troubleshooting instructions to resolve issue when you can't create or save cloud documents in XD.


You may encounter the following issues or errors when working with Cloud Documents in Adobe XD:

  • Unable to create or save a cloud document, open a document that has been shared with you, or share a document with another user.
  • The home screen shows an empty list of recent documents, or a Something went wrong message appears.
  • A dialog with Cloud documents is not available or error code 50, 3623, 3624, 3626, 3634, 3635, or 3636 is displayed.

Root cause

Creative Cloud Sync requires an update or is not running correctly.


Update Creative Cloud Sync by following the steps:

Check for any pending updates

  1. Quit Adobe XD. 

  2. Open Adobe Creative Cloud desktop app.

    On Windows: 

    • Open your Start menu.
    • Click Adobe Creative Cloud to launch. 
    Launch Adobe Creative Cloud
    Launch Adobe Creative Cloud

    On macOS:

    • In Applications, go to Adobe Creative Cloud folder.

    • Launch Adobe Creative Cloud.
    Launch Adobe Creative Cloud in macOS
    Launch Adobe Creative Cloud in macOS
  3. Click Proceed to execute any pending updates.

    Click Proceed to execute pending updates
    Click Proceed to execute pending updates
  4. When update has completed, verify that Creative Cloud Sync version is or later.

    • Go to Preferences > Creative Cloud > Files
    Click preferences
    Click preferences
    Click File
    Click File
    • If update was completed but version does not indicate the required version:

      1. Click the profile image and select Sign out.

      2. Click the three dots next to Profile image > Quit.

      3. Relaunch Adobe Creative Cloud application.

      4. Sign back in using your Adobe ID.

      5. Verify Creative Cloud Sync version.

  5. Verify that Adobe Creative Cloud preferences are enabled:

    1. Click the three dots next to profile image.

    2. Select Preferences.

    3. In General tab, ensure that you keep this option: Always keep Creative Cloud desktop up to date checked. 
    Keep Creative Cloud app up to date
    Keep Creative Cloud app up to date
  6. Relaunch XD or go to next step to update Creative Cloud. 

  7. Check for app updates
    Check for app updates

    Execute Creative Cloud Update.

    • Restart your machine and launch Adobe Creative Cloud desktop.

    • If update banner is still not available:
      • Click the three dots next to Profile image
      • Select Check for App Updates.
      • Wait for the update to complete.

For more information, see Known issues.

This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported License  Twitter™ and Facebook posts are not covered under the terms of Creative Commons.

Legal Notices   |   Online Privacy Policy