10 Replies Latest reply on Aug 29, 2017 1:56 PM by Corrinna Rainwater

    error 1021 while sharing online

    cts-media

      I want to share a prototype online but get the following error message:

       

      "While sharing online, an error occurred with your login information (error 1021)."

       

      I've tried the steps on this page: Error trying to use Share Online feature and I also have no problems logging in to my account. Could someone please help me out with this?

        • 1. Re: error 1021 while sharing online
          Preran Adobe Employee

          Hi cts-media,

           

          Can you try the solutions suggested here and let us know if they helped you?

          Can't share my project (error 1021) – Adobe XD Feedback : Feature Requests & Bugs

           

          Thanks,

          Preran

          • 2. Re: error 1021 while sharing online
            cts-media Level 1

            Hi Preran,

             

            thank you for your reply. We have already tried closing everything, logging out (and so forth, as described in the link above) numerous times. Unfortunately, a prerequisite in the other steps mentioned to find the error is to use a different account. We don't have another account available to do that sort of testing (excuse me, but is it really normal for customers to have more than one account?)

             

            In the mean time I've been in three lengthy support chats trying to resolve the problem and we were promised a call back from a specialist on Friday last week. The support was friendly but, I'm sorry to say, dismal. No one called us.

             

            After the these experiences we will most likely not prolong our CC Subscription next year. The other alternatives available are simply better, more reliable and cheaper. We are however open for help resolving the issue - maybe someone can show us it's worth sticking with Adobe.

            • 3. Re: error 1021 while sharing online
              Preran Adobe Employee

              Can you send me your case number so that I can understand why there has been a delay with your case? Some of the issues with XD are still under investigation, and it is possible that your issue is among them. To send a private message, click my picture and use the Message button. Will do my best to help.

               

              Thanks,

              Preran

              • 4. Re: error 1021 while sharing online
                cts-media Level 1

                Our case number is: 0222678949

                 

                We have received a reply from a representative in the mean time and the case is moving forward. If a solution evolves there I will update this query.

                • 5. Re: error 1021 while sharing online
                  cts-media Level 1

                  Update:

                   

                  after an extensive exchange with a support representative we were told, on August 4th, that our case was escalated to the engineering team. Since then we have not heard back from the Adobe support. I asked the representative for an update but received no answer.

                   

                  This is one more experience we've had with the support and products that are leading us to give up Adobe for good.

                  • 6. Re: error 1021 while sharing online
                    Corrinna Rainwater Adobe Employee

                    Hi cts-media,

                     

                    very sorry that you are experiencing problems with the sharing feature.

                     

                    Do you happen to work behind a firewall? Make sure that your local network does not restrict any of the following:

                    - Communicates over port 443 (you checked this already)

                    - Uses HTTP PUT/POST requests

                    - Accesses the following end points: https://cc-api-cp.adobe.io, https://comments.acrobat.com/

                    The easiest to check this is probably to try to share from a different network (for example your home network). If you can share on a different network than something on the list above is restricted.

                     

                    We also just released Beta 17 on Tuesday. This build includes improvements around sharing so you could try it and see if that fixes your issue. Reinstalling the product might also be worth a try.

                     

                    HTH, Corrinna

                    Adobe Experience Design

                    Quality Developer

                    • 7. Re: error 1021 while sharing online
                      cts-media Level 1

                      Thanks for your reply, Corrinna.

                       

                      None of the above seems to be the issue. The error message occurs in whatever network we're logged in to (for example - a home network) and the update has not resolved the problems.

                       

                      We have not tried reinstalling the product yet. As soon as we have time for that we'll give it a go.

                       

                      Thank you

                      • 8. Re: error 1021 while sharing online
                        cts-media Level 1

                        Update: Reinstalling XD has not solved the problem. I assume we'll have to reinstall the complete adobe suite - to really test this and have a chance of solving the problem - not something we can do during business at the moment.

                         

                        Sorry, but we're still unimpressed with the support and product so far and we wouldn't recommend it.

                        • 9. Re: error 1021 while sharing online
                          Preran Adobe Employee

                          I checked your case notes and see that we have logged a bug for this issue and it looks like Priyank from the support team has reached out to you over email. Can you let us know if you received the communication?

                           

                          Thanks,

                          Preran

                          • 10. Re: error 1021 while sharing online
                            Corrinna Rainwater Adobe Employee

                            Hi cts-media,

                             

                            sorry to hear that it is still not working.

                             

                            before you deinstall all apps, could you try two more things:

                            1. Send us your PDAppl.log. You can find those on Mac if you open the Console application under  > ~/Library/Logs or you can open the Terminal application and type open ~/Library/Logs/

                            On Windows just open the file explorer and type in %temp%
                            Please send it to AdobeXDSharingSupport@adobe.com

                             

                            2. Create a new free account and try to share with that one (Adobe ID )

                             

                            This will help us to find out if you have a corrupt log in state. If we can verify it is then the next step would be to use the Adobe Cleaner Tool.

                             

                            HTH Corrinna

                            Adobe Experience Design

                            Quality Developer

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