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Sorin0D4B
Participating Frequently
October 25, 2020
Question

Adobe XD latest version 34.1.12 crashes, has huge loading times

  • October 25, 2020
  • 22 replies
  • 7213 views

Hi,
I wrote this message on another thread and on private to one of the staff members here (Harshika). Please help!
 
Adobe XD latest version 34.1.12 crashes, has huge loading times and memory used to maximum for files that previous took 20 seconds to load. After 10-15 minutes the file is somethimes loaded
I'm using Windows 10, and Google Drive File Stream but tested directly on HDD and the same result.
Any help counts. Thank you.

    This topic has been closed for replies.

    22 replies

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    А
    Анна5C52
    Participating Frequently
    November 3, 2020

    Hi @edwina!

    I tried to install the new version on another PC, it works stably. I have sent logs for verification, I am waiting for an answer.

    E
    Adobe Employee
    EdvinA.
    Adobe Employee
    November 3, 2020

    Hi,

    Thanks for the logs.

    Can you please specify the name of the logs that were uploaded? 

    А
    Анна5C52
    Participating Frequently
    November 3, 2020

    Sure: AdobeLogs_20201102_092018_241-win.zxp

    W
    WB4UX
    Participant
    November 3, 2020

    Hi @EdvinA. 

    I work with company's project and will not be able to upload those files here. But here are the observations 

     

    My files were on the cloud and I was not able to open them in Adobe XD. I did the following to try to eliminate problems 

     

    1. Downloaded the cloud file to a local file. I opened a local file of less than a few Kb from local which opened comfortably but not the downloaded 16 MB file. I opened a new file, it opened successfully too. 

     

    2. Uninstalled creative cloud, cleared all the old files, etc and installed back again, the same situation 

     

    3. Uninstalled creative cloud and signed out 

     

    4. Installed Adobe XD not under my enterprise plan but standalone, opened the same file in local which was 16MB, it opened without problems. 

     

    5. I am trying to reinstall Creative Cloud and Adobe XD on my enterprise plan, I am getting problems with the installation now. That is a different topic. 

     

    However, I deleted a lot of files from my drive, it did not solve the 100% CPU usage, though it stopped crashing my browser and other clients like skype etc. 

     

    W
    WB4UX
    Participant
    November 3, 2020

    Update :

    I was able to install it again ( I will not mention the details here of
    how)

    the file opens from the cloud, but it does not allow me to do anything on
    it and crashes. It crashes my other applications too.

    Cheers!

    Writika <personal information deleted by moderator>

    E
    Adobe Employee
    EdvinA.
    Adobe Employee
    November 2, 2020

    Hello @Irene5C24 , @Анна5C52 , @WB4UX 

     

    Can you please provide me the XD files where you see the issue? Please upload them to any shared location like DropBox or Google Drive and then send me a private message with that link.

     

    Thanks,

    А
    Анна5C52
    Participating Frequently
    November 2, 2020

    Hi, @edwina

    The problem is observed in all files only in versions: 34.2.12, 34.1.12, 34.0.12 in version 33.1.12 everything worked fine

    W
    WB4UX
    Participant
    November 2, 2020

    I am facing the same issue. This update has been crashing Adobe XD fo me and as many has mentioned, it takes 100% CPU resource. 

    А
    Анна5C52
    Participating Frequently
    November 2, 2020

    Hi. I have the same problem. In addition, an error occurred "Something went wrong initializing Creative Cloud Libraries"

    I
    Irene5C24
    Participant
    November 2, 2020

    Having exact same issues, my computer cannot open 2 xd files now, in the past, before XD 34, it can open 5-6 files at the same time. 

    Please fix it. I see a huge amount of GPU is taken. 

    E
    Adobe Employee
    EdvinA.
    Adobe Employee
    October 29, 2020

    Hi,

    We won't be able to use the logs if you already uninstalled the version before collecting the logs.

     

    Meanwhile, would you mind trying the following steps and then tell us if the issue still reproduce?

     

    Steps:
    1. Update to XD 34.1.
    2. Load the file from HDD. Here it may take a while until is finished loading.
    3. After loading, save the file to HDD.
    4. Reload the file saved on Step 3. Now it should load faster.

     

    If the file saved on Step 3 still loads slower than it did before, can you please DM me with a link to the file and the logs associated to further investigate the issue on our side?

     

    Thanks,

     

    S
    Sorin0D4BAuthor
    Participating Frequently
    October 29, 2020

    @edwina

    Updated Windows 10 Enterprise 64bit to 1909 and then to 20H2;

    Video card drivers up-to-date (Geforce GTX 960);

    Reinstalled the latest version available 34.1.12.9, Creative Cloud Sync 43.61.1.

    The problem is still there but...

    The loading time increases massively and crashing happens when I load files from the CLOUD.

    Tested with 5 files opened at the same time from HDD and loads normaly. No crashes. Everything works. But when loading files from the cloud with many components inside, the memory and processor goes to the roof and in the end crashing happens. With previous versions of Adobe XD it worked fine. The files are quite big let's say 40MB each with many elements inside.

    Any help?

    Thank you.

    M
    MrMet
    Participant
    October 29, 2020

    When I open any XD file integral to our design system, Activity Monitor shows the program using 40+ GB of memory. The application freezes and crashes, and I have to force quit. I've tried uninstalling/reinstalling and restarting my computer multiple times. XD has been totally unusable for our design system for a couple of days now.

    Rishabh_Tiwari
    Rishabh_Tiwari
    Legend
    October 30, 2020

    Hi there,

     

    Sorry to hear about the trouble and for the delay in response. Could you please share a few more details like:

     

    1. The exact version of XD and OS.
    2. Is this happening with a specific file or multiple files?
    3. Please collect and share system logs by following the steps shared here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

     

    Regards

    Rishabh

    E
    ehstadolnik
    Participating Frequently
    October 28, 2020

    I'm having all these same issues on my Mac since the 34.1.12 update

    E
    ehstadolnik
    Participating Frequently
    November 11, 2020

    Looks like 34.4.12 finally fixed the CPU issues, at least on my Mac!

     

    However, since I had to delete my Library to even open and view my files over the last two weeks, now my components are all broken. I republished my Library after the 34.4.12, and it contains all the same components that are now showing up as broken "Document assets" in my individual design files. How do I relink all these components to the new Library?

     

    There used to be a feature in InDesign where you could fix a broken asset link and it would search the same folder for the remaining broken links. I would imagine this would need to work in a similar way:

    Select a broken component > Relink > Choose Library to relink from > Document will search Library document for all matching broken links

    Rishabh_Tiwari
    Rishabh_Tiwari
    Legend
    October 28, 2020

    Hi there,

     

    We're so sorry to hear about the trouble. Please collect and share the system logs by following the steps shared here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

     

    We'll escalate this further so that we can identify the root cause of the issue.

     

    Regards

    Rishabh

    S
    Sorin0D4BAuthor
    Participating Frequently
    October 28, 2020

    Ok, Thank you for your response.

    I have uninstalled the latest version and installed an older one 33.1.12 and this one works great in the same enviroment, but now I can't work on files that were saved with the latest versions, so I really need this to be fixed.

    I have downloaded the Log Collector Tool and uploaded the file but will the team be able to view the problem since I have uninstalled the trouble version?

    Thank you.

     

     

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