AdminNina Ramos (Adobe XD) (Engineering Program Manager, Quality, Adobe)

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  1. 2 votes
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      bug-investigation-in-progress  ·  7 comments  ·  Adobe XD: Bugs  ·  Flag idea as inappropriate…  ·  Admin →

      Hi Jan: I think what you might be seeing is Adobe Sync not running. Can you give the steps in this help doc a look? https://helpx.adobe.com/xd/kb/issue-saving-xd-file-creative-cloud.html

      Hope this helps!
      Nina

      Sorry to hear you're still seeing problems. The team is investigating to see what's going on. Do update post if restarting your system helps.

      Does restarting the machine help? It's possible that a service required to load files (CoreSync - can be viewed in Task Manager/Win, Activity Monitor/Mac) may have stopped running and restarting the system helps to initiate it.

    • 50 votes
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        41 comments  ·  Adobe XD: Bugs  ·  Flag idea as inappropriate…  ·  Admin →

        @Jaydev The team is actively investigating this issue.

        To better understand what is happening, I’d like to ask you share the following details:
        XD version the file was created
        XD version used now
        OS version
        Where was the file stored?
        Cloud storage
        Network drive
        USB or external drive
        Is antivirus enabled software
        Was the file edited by more than one designer?

        It would also help to have the following logs:
        Creative Cloud Logs
        https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

        Adobe XD Log
        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\

        Please send to xduv@adobe.com along with link to this User Voice post.

        Thanks!
        Nina

      • 2 votes
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          4 comments  ·  Adobe XD: Bugs » Functional  ·  Flag idea as inappropriate…  ·  Admin →

          Hi Dawn:

          I encourage you to update your video card drivers. Have found that changing focus away and back to XD or quit & restart can resolve this.

          Hope this helps!
          Nina

        • 7 votes
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            10 comments  ·  Adobe XD: Bugs » Functional  ·  Flag idea as inappropriate…  ·  Admin →

            @Genevieve: The issue has thus far only been reported on Win systems. Are you on Mac and seeing the problem? Do you have a partitioned drive by any chance?

            @Erik can you share more system details to help dig into this?

            Thanks!
            Nina

          • 19 votes
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              38 comments  ·  Adobe XD: Bugs  ·  Flag idea as inappropriate…  ·  Admin →

              @Rienster Did you get a chance to review and try troubleshooting in helpX page?

            • 17 votes
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                2 comments  ·  Adobe XD: Bugs  ·  Flag idea as inappropriate…  ·  Admin →

                Ideally, sharing designs from XD is best done via published prototypes or design specs. Can you share more about you working with PDF?

                Thanks!
                Nina
                Adobe XD

              • 21 votes
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                  24 comments  ·  Adobe XD: Bugs  ·  Flag idea as inappropriate…  ·  Admin →

                  Hi Alex:

                  Sorry to hear things are still not working for you. I'd like to ask you try one more thing. Did you get to try the troubleshooting steps in my last suggestion?

                  Thanks!
                  Nina

                • 4 votes
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                    5 comments  ·  Adobe XD: Bugs » Share  ·  Flag idea as inappropriate…  ·  Admin →

                    Are you still seeing this problem? Doesn't look like any logs made it through my way.

                  • 1 vote
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                      1 comment  ·  Adobe XD: Bugs » Design  ·  Flag idea as inappropriate…  ·  Admin →

                      Thanks for your feedback Guthrie! We've been able to reproduce this in-house and have filed a report for the team to review.

                      Cheers!
                      Nina
                      Adobe XD

                    • 5 votes
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                        8 comments  ·  Adobe XD: Bugs » Prototype  ·  Flag idea as inappropriate…  ·  Admin →

                        Greetings:

                        Working with prototype links shared, we're no longer seeing issues on my end with MacOS 10.13 + Safari 12.0.1-13606.2, Chrome 70.0.3538, FF 63.0.3

                        If you're still seeing issues, please share the following:
                        - OS + browser name/version where issue is observed
                        - Link to prototypes

                        Thanks!
                        Nina

                      • 1 vote
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                          4 comments  ·  Adobe XD: Bugs » Prototype  ·  Flag idea as inappropriate…  ·  Admin →

                          Are you working with XD mobile app or are you looking at the files via mobile browser?

                        • 1 vote
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                            3 comments  ·  Adobe XD: Bugs » Extensiblity  ·  Flag idea as inappropriate…  ·  Admin →

                            Thanks for the update Armando!

                          • 1 vote
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                              3 comments  ·  Adobe XD: Bugs » Design  ·  Flag idea as inappropriate…  ·  Admin →

                              Thanks for the additional info! The team is investigating.

                            • 358 votes
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                                awaiting-external-fix  ·  262 comments  ·  Adobe XD: Bugs » Functional  ·  Flag idea as inappropriate…  ·  Admin →

                                Thanks @Maarten and everyone for your continued feedback. We continue to work on resolving this issue and hope to have a fix very soon. If you're working with XD 12 on Win and encountered some performance issues, you may have hit different bug which has been fixed. You can find more details here, https://helpx.adobe.com/xd/kb/known-issues.html

                                Cheers!
                                Nina

                                Greetings:

                                Sorry to hear you're experiencing issues with XD. Curious, Is this still a problem for you? Are you able to copy/paste into other programs? Let me know what you've tried so far and we can work on finding out what's going on.

                                Thanks!
                                Nina
                                XD Community Quality Manager

                              • 1 vote
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                                  2 comments  ·  Adobe XD: Bugs  ·  Flag idea as inappropriate…  ·  Admin →

                                  The functionality here is also covered by this feature request - https://adobexd.uservoice.com/forums/353007/suggestions/16589980. Be sure to up-vote!

                                • 4 votes
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                                    9 comments  ·  Adobe XD: Bugs  ·  Flag idea as inappropriate…  ·  Admin →

                                    Hello @Matza:

                                    Thanks for sharing your feedback! Wondering, if you create a new document in XD, are you able to select the fonts you mention?

                                    If you can, would you share your Sketch document? You can send directly to me ramoshar@adobe.com

                                    Thanks!
                                    Nina
                                    XD Community Quality Manager.

                                  • 1 vote
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                                      bug-needs-more-info  ·  1 comment  ·  Adobe XD: Bugs  ·  Flag idea as inappropriate…  ·  Admin →

                                      Hello Filip:

                                      Thanks for taking time to share your feedback.

                                      What version of XD are you working with? Does it happen with all layers or certain types of elements (shape, path, group or symbol).

                                      Could this be a GPU related issue? To rule out, you can update your GPU drivers and try the steps again.

                                      Does exit and restart of XD or your system resolve the issue?
                                      Do post further with insights or further questions.

                                      Cheers!
                                      Nina
                                      XD Community Quality Manager

                                    • 1 vote
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                                        bug-needs-more-info  ·  2 comments  ·  Adobe XD: Bugs  ·  Flag idea as inappropriate…  ·  Admin →

                                        Hello Satomi:

                                        Can you provide more details to help determine cause.

                                        - Is the problem with all your files or just this one?
                                        - What format and settings are selected for export?
                                        - If you use the same settings to export only the icon, do you see the same result?

                                        Thanks!
                                        Nina
                                        XD Community Quality Manager

                                      • 3 votes
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                                          bug-needs-more-info  ·  2 comments  ·  Adobe XD: Bugs  ·  Flag idea as inappropriate…  ·  Admin →

                                          Hello - Sorry to hear you're experiencing issues. I can understand this is frustrating.

                                          A member of our support staff has published a troubleshooting guide for issues with publishing prototypes, https://forums.adobe.com/thread/2117960

                                          Hope this helps!
                                          Nina
                                          XD Community Quality Manager

                                        • 1 vote
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                                            bug-needs-more-info  ·  3 comments  ·  Adobe XD: Bugs  ·  Flag idea as inappropriate…  ·  Admin →

                                            Hello Ahmed:

                                            Sorry to hear you're still experiencing this issue.

                                            Can you please follow the troubleshooting steps in this document? https://helpx.adobe.com/creative-cloud/kb/failed-install-creative-cloud-desktop.html

                                            There's also a higher level page with a few other solutions, https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install.html

                                            Hope this helps!
                                            Nina

                                            Hello Ahmed:

                                            This issue has come up for other users and is usually due to issue with user login in Creative Cloud.

                                            Can you try the below steps? If these don't fix your problem, please comment further so we can see what's going on.

                                            Thanks!
                                            Nina
                                            XD Community Quality Manager

                                            Steps:
                                            1. Quit Adobe XD.
                                            2. Run the Adobe Creative Cloud app from your Applications folder (or click on the Creative Cloud icon in your menubar if it’s already running).
                                            3. Click the user avatar and click “Sign Out” button.
                                            4. Completely exit Creative Cloud app (on Windows, exit app and use Task Manager for remaining. on Mac, cmd+atl+Q)
                                            5. Re-launch Creative Cloud app and sign back in.
                                            6. Restart Adobe XD and try sharing ain.

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