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Pixelmonkeydk
Participant
February 28, 2017
Answered

Adobe XD won't start on new machine (Windows 10)

  • February 28, 2017
  • 15 replies
  • 61922 views

I have recently bought a new workstation/gaming pc for use at home. I have installed XD on it. But it won't start.

It just pop up with a blank screen quickly and just closes again

I run Windows home Anniversary (I think!) the computer is only a week old. and I have only installed work things on it. I have tried to uninstall and install XD more then once. and i does not help

    This topic has been closed for replies.
    Correct answer Preran

    Yes, it was the twinapi.appcore.dll. (v. 10.0.17763.168)

    Everything looks like my error message (except process id and start time of course).


    Thank you. Can you try the following troubleshooting steps and let me know?

    1. Uninstall XD.
    2. Quit Creative Cloud Desktop app and kill all related processes from Task manager.
    3. Delete temp files by going to run(Win+r) then %temp%
    4. Delete Adobe XD CC folder from  C:\Program Files\Common Files\Adobe
    5. Restart  computer and install XD

    Thanks,

    Preran

    15 replies

    Show previous replies
    rahulm80081792
    rahulm80081792
    Participant
    March 30, 2017

    I have the same issue for a month now. I've been following other threads as well and have applied all the possible solutions, but still the problem persists. For me Xd works only for the first time after i turn on the pc. Once i close the application, it just flashes a white screen and that's it. seeing all the complaints about this issue, i though it'll be resolved in the next update but here we are.

    elainecc
    Community Manager
    elaineccCommunity Manager
    Community Manager
    April 1, 2017

    A quick search shows me that this particular error seems to happen when there are permission issues while running an application, potentially due to permissions issues.

    A couple of things to try:

    Let us know how things go!

    -Elaine

    rahulm80081792
    rahulm80081792
    Participant
    April 1, 2017

    Thanks for the reply but Xd doesn't have option to run as administrator nor i can open it's file location. I can't even access to it's properties in order to change it's permissions.

    J
    jeana-bpi
    Participant
    March 27, 2017

    I'm having a similar issue.  I install through Creative Cloud and it "installs" very quickly, but never provides the "Open" button as it does for the other apps.  A reboot of the computer does not help.  Double clicking on the app name does nothing. There's no error, no attempt to open.  Nothing happens.  I've tried uninstalling and reinstalling a few times, but get the same behavior.   Also, it does not show up in the Windows Start Menu or in the list of installed applications in Windows.

    elainecc
    Community Manager
    elaineccCommunity Manager
    Community Manager
    March 29, 2017

    I'd suggest that you use the CC cleaner tool to remove anything related to XD before reinstalling. Use the Creative Cloud Cleaner Tool to solve installation problems

    If this doesn't work, I'd suggest signing out of Creative Cloud desktop application, using the cleaner tool to remove anything XD related, rebooting, then signing in again and trying to install.

    Hope that helps!

    -Elaine

    EasyTiger79
    EasyTiger79
    Participant
    March 7, 2017

    I'm getting same thing - window briefly appears then closes completely. Windows 10 AU with a brand new install.

    - <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

    - <System>

    <Provider Name="Microsoft-Windows-Immersive-Shell" Guid="{315A8872-923E-4EA2-9889-33CD4754BF64}" />

    <EventID>5973</EventID>

    <Version>0</Version>

    <Level>2</Level>

    <Task>5973</Task>

    <Opcode>0</Opcode>

    <Keywords>0x2000000000000000</Keywords>

    <TimeCreated SystemTime="2017-03-07T21:52:03.115000400Z" />

    <EventRecordID>1109</EventRecordID>

    <Correlation ActivityID="{DBCC9975-978A-0000-EEA7-CCDB8A97D201}" />

    <Execution ProcessID="2488" ThreadID="10912" />

    <Channel>Application</Channel>

    <Computer>DESKTOP-RNB4EO8</Computer>

    <Security UserID="S-1-5-21-2668384123-3114606856-759801826-1001" />

    </System>

    - <EventData>

    <Data Name="AppId">Adobe.CC.XD_adky2gkssdxte!App</Data>

    <Data Name="ErrorCode">-2144927141</Data>

    </EventData>

    </Event>

    Preran
    Community Manager
    PreranCommunity Manager
    Community Manager
    March 14, 2017

    Hi EasyTiger79,

    If your issue has still not been resolved, I suggest getting in touch with Adobe Customer Care Contact Customer Care for further investigation.

    Thanks,

    Preran

    elainecc
    Community Manager
    elaineccCommunity Manager
    Community Manager
    March 3, 2017

    Can you please enable crash logging on your machine, make it happen again, and PM me a link to the logfile? We'd love to take a look at it!

    Thanks,

    -Elaine

    E
    ermini90122249
    Participant
    March 5, 2017

    Hello Adobe

    I have the exact same problem, I have checked the error through "Event Viewer" on windows 10, and this is what I can get out of it.

    - <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

    - <System>

    <Provider Name="Microsoft-Windows-Immersive-Shell" Guid="{315A8872-923E-4EA2-9889-33CD4754BF64}" />

    <EventID>5973</EventID>

    <Version>0</Version>

    <Level>2</Level>

    <Task>5973</Task>

    <Opcode>0</Opcode>

    <Keywords>0x2000000000000000</Keywords>

    <TimeCreated SystemTime="2017-03-05T13:40:14.144193600Z" />

    <EventRecordID>31684</EventRecordID>

    <Correlation ActivityID="{9D823472-8F7A-0003-CE38-8B9D7A8FD201}" />

    <Execution ProcessID="5536" ThreadID="12528" />

    <Channel>Application</Channel>

    <Computer>DESKTOP-QSH8GDR</Computer>

    <Security UserID="S-1-5-21-495742233-991444377-1555435923-1001" />

    </System>

    - <EventData>

    <Data Name="AppId">Adobe.CC.XD_adky2gkssdxte!App</Data>

    <Data Name="ErrorCode">-2144927141</Data>

    </EventData>

    </Event>

    Preran
    Community Manager
    PreranCommunity Manager
    Community Manager
    March 7, 2017

    Thank you for sharing details. Can you send me your Adobe ID, location, and phone# along with a link to this forum post? To send a private message, click my profile picture and click the Message button. We will get in touch with you for investigation.

    For quicker assistance, you can contact the support team directly using Contact Customer Care

    Thanks,

    Preran

    T
    Adobe Employee
    tuhoarca
    Adobe Employee
    March 3, 2017

    Hi,

    Sorry to hear that. Can you please check and confirm that you're running Anniversary Update?

    Thanks,

    Dan

    R
    ryanq6945531
    Participant
    March 3, 2017

    I'm having the same issue, just installed XD for the first time. I'm on 1607 (Build 14393.693). The start screen will load but when I click anything - tutorial button, new document - it closes.

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