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tahiduli7231
Participant
Aug 9, 2020 7:26 PM UTC
Question

Adobe xd not opening properly stops with black screen

I installed latest adobe xd from creative cloud. When I launching adobe xd. the xd software window opens and showing the adobe xd logo. Then Its fully black nothing showing without black color. full adobe xd software interface is black only showing close, minimize, extend-window buttons in right upper corner.

my computer configurations: 

Operating system: Windows 10 pro

Processor: Intel(r) Core(TM) i3-8100 CPU @ 3.60GHz
Ram: 12.0 GB
System type: 64-bit operating system

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7 replies

elegant_leader5EE4
Community Manager
elegant_leader5EE4Community Manager
Community Manager
Aug 14, 2020 7:58 AM UTC

Hi Tahiduli,

 

Hope you are good!!

Thanks for sharing the logs with us. We are looking into your issue on priority and definitely we will have an update soon.

Meanwhile, just to look into the core issue we need some more logs. Can you please provide us the logs so that we can help you as soon as possible.

Logs we need :

C:\Users*user-name*\AppData\Local\Packages\Adobe.CC.XD._******

 

Please zip whole folder and share the complete folder 'Adobe.CC.XD._******' with us on private message.

 

Thanks,

Nawneet

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    Harshika Verma
    Community Manager
    Harshika VermaCommunity Manager
    Community Manager
    Aug 19, 2020 1:29 PM UTC

    Hi Tahiduli,

     

    Would you mind sharing the logs asked by Nawneet over a Private message with any of us? Let us know if you face any trouble collecting logs.

     

    Thanks,

    Harshika

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    elegant_leader5EE4
    Community Manager
    elegant_leader5EE4Community Manager
    Community Manager
    Aug 10, 2020 5:04 AM UTC

    Hi tahiduli7231,

     

    Hope you doing good!!

    Sorry to hear that you facing this issue. We will be happy to help you in all possible ways.

    Can you please help us providing the logs so that we can have a look and assist you in a better way.

    Please find here how to send the logs: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

     

    Regards,

    Nawneet

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      tahiduli7231Author
      Participant
      Aug 10, 2020 2:37 PM UTC

      By log collector. I uploaded the log file to adobe. Now, here I cant see any option to upload in this post. So, How you can know my problem?

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      Harshika Verma
      Community Manager
      Harshika VermaCommunity Manager
      Community Manager
      Aug 10, 2020 10:13 PM UTC

      Hi Tahiduli,

       

      Thanks for uploading the file using the log collector tool as asked by Nawneet. There is no direct way of attaching the file on the community. You may upload the file to a shared location such as Creative Cloud or Dropbox and share the link with any of us over a private message.

       

      Note: Please add the URL of this post over a PM for reference.

       

      Hope it helps.

       

      Thanks,

      Harshika

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