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Pietrofggn
Participating Frequently
May 3, 2022
Question

Adobe XD50 freezes randomly with zoom and lead to high CPU usage on windows machine

  • May 3, 2022
  • 1 reply
  • 488 views

Hi, i'm having this issue from a long time and several versions of XD. Sometimes when i rapidly click for zooming in the view zoom straight forward to the maximum zoom and the program freeze completely. I can't move, close the window or do anything. Also on Windows' task manager i can see the Adobe XD process using an unusually high amount of RAM (as in the picture).

I don't know if i accidentally move a little the mouse while clicking and it go straight to the max zoom, but this is freezing the program.

 

I hope you can help me

 

Running Adobe XD v.50.0.12.14

 

Laptop DELL XPS 15 (7590)

Win 10

CPU: i7-9750h

RAM:16GB

SSD: 500GB

GPU: Nvidia GTX 1650

 

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1 reply

Anupriya Sebastian
Community Manager
Anupriya SebastianCommunity Manager
Community Manager
May 4, 2022

Hi Pietrofggn, hope you are doing well and thanks for reaching out to us!

Can you please provide us more details to investigate this issue?

Is it happening with all the files or with one specific file(if possible can you please share us the file)?

Size of the file you are seeing this issue and also confirm if you have any large images in your file.?

Is it happening with cloud documents or with local documents as well?

How are you trying to Zoom? using trackpad, mouse wheel, Zoom tool, dropdown or any shortcut key? 

Can you please check if your system's graphics card drivers are up to date.

Please try these workarounds below:

Re-installing XD

And also try re-installing the graphics driver and then restart your machine and check?

If that doesn't fix the issue, please generate the log files using this link: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html and upload it to a shared location such as Creative Cloud app or Dropbox and then share the url with me over a private message.

 

Thanks,

Anupriya

 

    P
    PietrofggnAuthor
    Participating Frequently
    May 4, 2022

    Ok.

     

    1.Is it happening with all the files or with one specific file(if possible can you please share us the file)?

    It happens with all the files i'm working with, not only a specific one. Or i don't see similarities between the files where it happens.

     

    2. Size of the file you are seeing this issue and also confirm if you have any large images in your file.?

    I've nevere noticed if the issue may depend from the size of the images, it happen at least one time for every file I work on. So, i'm not 100% sure but I don't think is that.

     

    3. Is it happening with cloud documents or with local documents as well?

    I'm currently working only with cloud documents, so I don't know if it happens with local documents as well.

     

    4. How are you trying to Zoom? using trackpad, mouse wheel, Zoom tool, dropdown or any shortcut key?

    It happens when i zoom using "CTRL+SPACEBAR+CLICK"

     

    5. Can you please check if your system's graphics card drivers are up to date.

    The graphics card's driver are updated. Btw this issue happen for a long time, I've never noticed any change by updating or using different driver versions.

     

    6. Re-installing XD

    I've re-installed XD more than once since this bug exists (i think at least a year), it never changed anything.

     

    7. And also try re-installing the graphics driver and then restart your machine and check?

    I'll try but, unfortunately i can't easily replicate the bug because it happens randomly (or i don't understand what's the trigger).

     

    8. If that doesn't fix the issue, please generate the log files

    Ok, i'll try to do that next time the bug came out.

     

    Ty

     

     

      HARSHIKA_VERMA
      Community Manager
      HARSHIKA_VERMACommunity Manager
      Community Manager
      May 11, 2022

      Thanks for sharing the additional info, Pietrofggn. We would request you to please record a video whenever it happens next and also generate requested logs so that our team can investigate the issue.

       

      We will try our best to help.

       

      Thanks,

      Harshika

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