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Adobe XD Cloud Document Won't Open or Save

Workaround available Windows, macOS Updated October 21, 2026

Quick answer

Cloud documents fail to open, save, or vanish from the XD home screen, often with error codes like 3625, 3634 or 2143. Adobe's fix order: restart XD, update the Creative Cloud app, close Adobe processes, and check you're signed in with the same Adobe ID everywhere.

Most likely fix: Restart XD and update Creative Cloud.

Symptoms

'Something went wrong' or an error code (3625, 3634, 2143, 2163) when opening or saving; documents missing from Your Files; a document marked disconnected from the cloud.

Why it happens

  • Creative Cloud desktop app out of date
  • Signed in with different Adobe IDs in XD, the desktop app and the web
  • Stuck Adobe background processes
  • Problems with co-editing-enabled files

How to fix it

Try these in order — the most common fix is first.

  1. 1. Restart XD and update Creative Cloud

    1. Quit XD
    2. Open the Creative Cloud desktop app > Help > Check for updates
    3. Install updates, then reopen XD

  2. 2. Close all Adobe processes

    1. Quit XD and Creative Cloud
    2. End CoreSync, Adobe Desktop Service and Creative Cloud processes
    3. Relaunch Creative Cloud, wait for it to sign in, then open XD

  3. 3. Check you're on the same Adobe ID everywhere

    1. Compare the account in XD (profile icon), the Creative Cloud app, and assets.adobe.com
    2. If they differ, sign out of all of them and sign back in with the account that owns the file

  4. 4. Sign out and sign back in

    1. Sign out of XD and the Creative Cloud desktop app, then quit both
    2. Restart the computer
    3. Sign in to Creative Cloud first, then XD

  5. 5. Get the file from the web

    1. Open assets.adobe.com > Files
    2. Find the document, use Version history if the latest version is broken

This guide also covers

  • adobe xd cloud document not opening
  • adobe xd error 3625
  • adobe xd error 2143
  • adobe xd something went wrong cloud document

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