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Preran
Preran
Legend
January 7, 2018
Answered

Adobe XD crashes (White screen) on launch on Windows 10 machine

  • January 7, 2018
  • 81 replies
  • 266928 views

Hi Everyone, please try to update XD to the latest version using this link: - Update apps to the latest release of Adobe Creative Cloud.​ In case that doesn't work, please try solutions mentioned below-

 

 

If you still face the issue, please generate logs, Crash dumps and upload them to a shared location such as CC or Dropbox and share the URL with HARSHIKA_VERMA.

 

We will try our best to escalate the issue.

 

Thanks

    Correct answer Chethan Girish

    Hi There,

     

    Thank you for reaching out and sorry to hear you are facing trouble using Adobe XD.We would like to know a few more details  like-

    1. The version of XD.
    2. The version of Win OS build which you are using(Type run in search tab present taskbar and type winver inside run: share the screenshot of it).
    3. The version of creative cloud.
    4. The version of Graphic driver(type dxdiag on Windows search and select the Display tab)
    5. Are you getting any blank screen while opening XD.
    6. Is it possible to share video of your Issue, so that we can Investigate from our end. 

     

    Also we would request you to please try the below troubleshoot steps and let us know if that works-

    1. Try creating a new user account on your machine and then try to launch XD. If it works, go to the previous account-.

    2. Signout of Creative Cloud Desktop app

    3. End all all Creative Cloud desktop app process from task manager.

    4. Uninstall XD, Creative Cloud Desktop app using the Adobe Cleaner tool: https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html.

    4. Restart the machine.

    5. Install Creative Cloud, XD.

    If this doesn't help, once it crashed please collect the system logs so we will make sure to report the issue for investigation. Though, we would need Adobe logs and Crash dumps of your machine for investigation purposes. Please generate the logs and upload them to a shared location such as CC or Dropbox and share the URL with us here or over a PM.  We will make sure to file a feedback ticket of your machine's logs

     

    Please let us know if you need more assistance on this. We'd be happy to help.

     

    Thanks,

    Chethan G

    81 replies

    Show previous replies
    T
    Torvaah
    Participant
    January 7, 2018

    I've restarted my PC, and also tried the delete registry key fix but those solutions don't work.

      Preran
      PreranAuthor
      Legend
      January 11, 2018

      To be sure, did you follow the solution in XD shows blank white screen ? Are you on the latest version of Adobe XD? If your answer is yes to both these questions, send me your Adobe ID, location, and phone number along with a link to this forum post over a private message. We will get in touch with you for investigation.

      Thanks,

      Preran

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