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Inspiring
April 6, 2022
Question

Adobe XD randomly Crashes? Closes? When not in use.

  • April 6, 2022
  • 1 reply
  • 194 views

I've been having difficulty troubleshooting what exactly is happening here as I haven't actually seen it happen.  I'll spend time working in XD for work, then have to switch tasks sometimes briefly and sometimes for a lengthy time, when I go to return to XD it won't be open anymore. Or, sometimes at the end of the day, I'll leave a file open so it's ready to go first thing the next morning. In the morning XD is not running. I can't tell what is going on, if it closes, or crashes, or what. I do know that this happens without the computer getting shut down or restarted. It has never happened as I've used the program, only while it sits idle. Sometimes it happens when sitting idle in the background (does not have focus) and other times while sitting idle in the foreground (it has focus). 

It also doesn't happen quickly where if I sat and watched for 5 minutes I could catch it. Sometimes it'll sit and be fine for hours, then it's gone, sometimes much less.

It's not that annoying when it happens overnight, but if I am working in the program, tab to another program and do something for half an hour to an hour, then tab back to find everything gone, that can be pretty annoying.

Any help in troubleshooting this would be appreciated.

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    1 reply

    Community Manager
    April 8, 2022

    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 OS build.
    3. The version of creative cloud.

     

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

    1. Signout of Creative Cloud Desktop app

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

    3. 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,

    Madhumati