Find solutions for errors you receive trying to use the Share Online feature of Adobe XD.

If you get an error trying to share an XD prototype using the Share Online pop-up menu, check whether the following scenarios and their respective troubleshooting tips apply to you:

#G12438: Cannot update existing prototype

If you try to update an existing prototype, you may have received an error stating that your prototype cannot be updated because the file doesn't exist.

You can still view your prototype, but if you want to update it, share your prototype to a new link instead of attempting to update your existing link.

Enterprise customer

If you are an Enterprise customer, go through these scenarios and suggestions to try to resolve your problem.

You are an enterprise customer without a Creative Cloud login.

If you're using a serialized deployment model of our software, contact your IT administrator to request named user deployment. This option allows each individual in the organization to have a Creative Cloud login associated with their enterprise organization, which gives access to storage and services like Share Online.

You are a Creative Cloud enterprise customer without access to storage or services.

For enterprise accounts, an IT administrator can turn off the ability for their organization to use one or more Creative Cloud services. If you want to use the Adobe XD Share Online feature, contact your IT administrator for access.

You are an enterprise customer using managed services.

Sharing online is not supported while using the Creative Cloud for enterprise with managed services solution. Instead, you can create a video to share your design by using the preview window. For information on recording a video of the prototype, see Preview and record interactions.

Error code 1021

If you encounter Error code 1021 when sharing a prototype, first check if your Wi-Fi and network cable is functioning well to make sure that you are connected to the internet. If your network connection appears fine, try the following steps to resolve the problem:

  1. Close all Adobe applications.
  2. Sign out of the Creative Cloud desktop application.
  3. Restart the machine.
  4. Using a web browser, sign in to to see if the account needs any attention (such as accepting a new Terms of Use).
  5. Login to the Creative Cloud desktop application.
  6. Launch Adobe XD and attempt to use the share online feature.

If the above steps do not resolve the issue, uninstall Adobe XD, restart the machine, and install Adobe XD again. You should now be able to share your prototype.

If this issue is still not resolved, contact us for help.

Error code 1022

This error code indicates that your network connection may have a problem. Check your Wi-Fi and network cable, and try other network apps (such as different web browsers) to make sure that you are connected to the Internet.

If your network connection seems fine, sign out and sign in to Adobe Creative Cloud, and then try sharing your prototype.

“You need to be signed in…” Error message or any Error code between 1000 and 2000

These errors occur because of a problem with your Creative Cloud login.

Follow these steps to resolve the problem:

  1. Quit Adobe XD.

  2. Run the Adobe Creative Cloud app from your Applications folder (if it is already running, just click the Creative Cloud icon in the menu bar).

  3. Click the gear icon in the upper-right corner and choose Preferences.

  4. Click the Sign Out button.

  5. Restart your machine.

  6. Sign back in to Adobe Creative Cloud.

  7. Restart Adobe XD and try sharing again.

You do not have access to the sharing service

If you receive the following error message, your organization does not have access to Creative Cloud services. Services may not available in your locale (for example, services are not available in China), or your IT administrator has chosen to disable services.

Warning message - you do not have access

Contact us for help

If you face different error codes (such as 44 or 45), or if the troubleshooting tips in the above sections do not work for you, gather the following information and contact us:

  1. Check the Adobe System Status page.

  2. If the status page shows that everything is working, or if you find yourself having to retry frequently, report the issue on the forums or on UserVoice with the following information:

    • The error text and error code, if any (you can take a screenshot and post it)
    • Whether the error occurred right when you first opened the Share Online pop-up menu or after you clicked the Create Link button in the pop-up menu
    • The size of the file you were trying to share on disk, along with the approximate number of artboards it has, and how large they are

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