Troubleshooting issues with cloud documents

Learn how to troubleshoot issues with cloud document workflows.


Experiencing issues with creating, saving, opening, or sharing a cloud document? Try any of these resolutions. 

When you work on cloud documents, your work is kept in sync with the Creative Cloud sync process.

Follow any of these procedures to troubleshoot issues with cloud document workflows.

Restart your computer to check if Creative Cloud sync is running accurately or needs an update. 

  1. Quit Adobe XD. 

  2. Open the Creative Cloud desktop app. (Click the  icon in your Windows taskbar or the macOS menu bar.)

  3. Click Update to refresh the list of available updates. 

    Click Proceed to execute pending updates
    Click Update to run pending updates

  4. When the update is complete, navigate to Help > About Creative Cloud to verify that the Creative Cloud Sync version is or higher.

    Core sync version of Creative Cloud desktop app
    Creative Cloud sync version

    About Creative Cloud
    About Creative Cloud

  5. Follow these steps if the update was completed, but the Creative Cloud application version number did not update to or higher.

    • Click your profile image and select Sign out.

    • Quit the Creative Cloud desktop app.

    • Relaunch Adobe Creative Cloud app.

    • Sign back in using your Adobe ID.

    • Verify Creative Core Sync version.

  6. Follow these steps to verify that the following Creative Cloud preferences are enabled:

    1. Click the gear icon  in the upper-right corner to access Preferences.

    2. Click General in the sidebar.

    3. Ensure that Always keep Creative Cloud up to date (under Settings) is enabled. 
    Keep Creative Cloud app up to date
    Keep Creative Cloud app up to date

  7. Relaunch XD or go to the next step to update the Creative Cloud desktop app. 

  8. Follow these steps to execute the Creative Cloud update:

    1. Restart your machine and launch the Adobe Creative Cloud desktop app.

    2. If the Update banner is still not available:
      1. Click Help > Check for updates
      2. Wait for the update to complete.

This process works only if you are the owner of the document. 

  1. Quit XD and reopen it.

  2. Open the Creative Cloud Desktop application   and verify that you are logged in.

  3. Download the file and use it as your backup copy before deleting the file from Creative Cloud website. 



  4. In the Deleted folder, select the file, and restore it. To ensure that the document is synchornized on cloud, close the XD application when Delete or Restore is in process.


  5. Restart XD and try opening the document. You can also delete the conflicted copy as you will be unable to open it in XD.

    Home screen

  6. After opening the document from XD, reshare your document.


No luck? Share the Creative Cloud logs and help us investigate the issue.

  1. Download and run the Creative Cloud log collector tool that gathers and compresses the logs.

  2. Perform the steps listed at Create and send log files for Creative Cloud to successfully upload the logs to Adobe servers. 


  3. For easy retrieval of log files based on your user ID, share the name printed on screen with the support team. 


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