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Z
zaidali
Participant
February 10, 2020
Answered

[Crash/Load]-Adobe XD freezes during the zoom operation.

  • February 10, 2020
  • 18 replies
  • 14608 views

Hi,

XD seems to be freezing whenever I try to zoom in. I am required to restart the program everytime this happens.

Looking forward to the bug being fixed.


Thank You.

 

<The Title was renamed by moderator>

    This topic has been closed for replies.
    Correct answer HARSHIKA_VERMA

    1. Adobe XD is updated. Windows 10.

    2. Yes, I have two monitors but using the main one for XD.
    3. Wacom is updated. Also, Nvidia drivers are also updated.

    The bug is still there.

     


    Thanks for sharing the information asked by Rishabh, Serhii.  As far as I know the bug was fixed with XD 31 version. If you're still running into the same issue. We would need some more specific information so that we can reopen the logged bug.

     

    • Does it always freeze on zoom (or only sometimes)?
    • How was the zoom command given (using mouse wheel, the touchpad, the zoom dropdown, the zoom tool or a specific keyboard shortcut (like Ctrl+1 etc.))?
    • I am unable to find the logs with the name in the screenshot. Could you please try uploading the logs again to the shared location such as Creative Cloud or Dropbox and then share the url with us over a private message?

     

    We will try our best to help.

     

    Note: Please share the url of the post over a PM for reference.

     

    I am also merging the post with the similar discussion happened in past. 

     

    Thanks,

    Harshika

     

    18 replies

    X
    Xtremax Pte Ltd Account 1
    Participant
    March 28, 2023

    I still have that same freezing issue upon zooming and saving to cloud on XD version 56.1.12. Bug has not been fixed??

    Rishabh_Tiwari
    Community Manager
    Rishabh_TiwariCommunity Manager
    Community Manager
    March 28, 2023

    Hi @Xtremax Pte Ltd Account 1 ,

     

    We're so sorry to hear about the trouble. Would you mind confirming the version of the OS? Also, is it happening with a specific file or multiple files? Have you noticed if this is happening with a file or files with some particular types of assets? All this information will help us identify the issue's root cause.

     

    Thanks

    Rishabh

    D
    derekq01
    Participating Frequently
    March 30, 2021

    How is this still an issue a year later? I'm on Win10 using a Wacom tablet, and it always freezes when it zooms in quickly (i.e. on quicker taps). Program freezes but ironically I can save and close.


    I'm always onto of updates and use latest version of XD, but this issue has plagued versions since the original post. I've even done a clean install and still this issue persists.

      S
      SuperManWithATan
      Inspiring
      August 19, 2021

      Can somebody please please please fix this issue that has been in every release from day dot...

       

       

      Rishabh_Tiwari
      Community Manager
      Rishabh_TiwariCommunity Manager
      Community Manager
      August 20, 2021

      Hi there,

       

      We're so sorry to hear about the trouble. Please ensure that you have installed the latest Windows updates as in some cases we have observed that installing the latest updates solves the issue. Please try that and in case if it still doesn't work, please share system logs https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html and Spin Dump file as these logs will help us investigating. To collect the spin dump file, please try the steps shared here:

       

      Mac
      • Launch Activity Monitor
      • Select Adobe XD process (might show as “Not Responding”)
      • Click on the gear in the upper left of the Activity Monitor
      • Select “Spindump”
      • This will generate a text file

       

      Win
      • Launch Task Manager
      • Select the Adobe XD process
      • Right click on the Adobe XD process
      • Select “Create dump file”
      • This will generate a binary file

       

      Regards

      Rishabh

      J
      joshc97790131
      Participant
      March 30, 2021

      Hi

       

      Is there any solution to this? Can't do any prototyping as the application freezes every couple of minutes!!

       

      I am version 38.0.12

       

      Thanks

      Josh

      B
      bdoust
      Known Participant
      February 11, 2021

      Running version 36.0.32 and this bug continues to happen exactly as before. 

       

      Symptoms have also been consistent across versions of XD and computers:

      - Canvas seems to stop responding/rendering

      - Shortcuts still work (ctrl/cmd + s still seems to save the file)

      - restarting the application solves it

      - quick or reptitive zoom operations seem to cause it more frequently but it also "just" happens at random with even a single zoom operation

       

       

      J
      Jacek5EB0
      Participant
      November 9, 2020

      Hi guys like above. I didin't look how to solve it byt after last few up[dates it\s getting more often to freez.
      You can save documnents etc. by using keyboard shortcurts. Close program and lunch it again.
      I inly fouynd topics where are no solutions to my problem.


      Jacek

        Rishabh_Tiwari
        Community Manager
        Rishabh_TiwariCommunity Manager
        Community Manager
        November 9, 2020

        Hi there,

         

        Sorry to hear about the trouble. Could you please share the information asked here: https://community.adobe.com/t5/adobe-xd/crash-load-adobe-xd-freezes-during-the-zoom-operation/m-p/10923656?page=1#M23645

         

        Regards

        Rishabh

        J
        Jacek5EB0
        Participant
        November 10, 2020

        Hello can you specify little bit more? In link I can many, different request from "Adobe". Thank you.

        P
        pure motion
        Participant
        September 16, 2020

        Please stop trying to add more things that XD can do and fix the extreme crashing that started in the summer updates. I can't save enough to keep up with the crashes. Crashes on zooms, copy and paste seem so 90's psd. I don't care about flows etc... Just make a program that works. - Thank you.

         

        {Renamed By MOD}

          Rishabh_Tiwari
          Community Manager
          Rishabh_TiwariCommunity Manager
          Community Manager
          September 16, 2020

          Hi there,

           

          Thanks for reaching out and sharing the feedback. Could you please share a few more details like:

           

          1. The version of XD and the Operating System.
          2. Is it happening on a specific file or multiple files?
          3. Please collect and share system logs: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

           

          We're here to help, just need more information.

           

          Regards

          Rishabh

          M
          mowglivj
          Inspiring
          September 30, 2020

          I'm having the same problem as everyone else. I'm on Windows 10 home running the latest XD using an external monitor. Everything on my computer is up to date. The issue happens all the time. I'd like a solution urgently. This has happened 3 times in 30mins of using XD.

          Serhii Hubernachuk
          Serhii Hubernachuk
          Inspiring
          August 5, 2020

          My XD freezes almost every time I'm zooming in. And I've noticed that it's more often if I'm using stylus Wacom. But the same with the mouse. No matter if it a cloud document or local. Also seems like if I'm zooming carefully, it works ok. Not sure.

          I tried to save logs but the tool is bugy, it couldn't upload the file and if I cancel the uploading, the folder where it should save is empty.

           

          Rishabh_Tiwari
          Community Manager
          Rishabh_TiwariCommunity Manager
          Community Manager
          August 5, 2020

          Hi Serhii,

           

          Sorry to hear about the trouble. Could you please share a few more details like:

           

          1. The version of XD and the Operating System.
          2. Do you use an external monitor along with a primary screen?
          3. Please ensure that the Wacom driver is up to date as per the manufacturer's website.

           

          We're here to help, just need more information.

           

          Regards

          Rishabh

            Serhii Hubernachuk
            Serhii Hubernachuk
            Inspiring
            August 5, 2020

            1. Adobe XD is updated. Windows 10.

            2. Yes, I have two monitors but using the main one for XD.
            3. Wacom is updated. Also, Nvidia drivers are also updated.

            The bug is still there.

             

            J
            jennifer.feldman@slalom.com
            Participant
            July 9, 2020
            is anyone having issues with the new Adobe XD update? Adobe reported a bug with the new update where the application freezes when performing certain actions such as zoom - I have to force quit and reopen the application about twenty times a day. I already tried uninstalling and reinstalling on my desktop. Trying to resolve as quickly as possible! Any suggestions would be great. 
             
            {Renamed By MOD}
            Rishabh_Tiwari
            Community Manager
            Rishabh_TiwariCommunity Manager
            Community Manager
            July 10, 2020

            Hi Jennifer,

             

            Sorry to hear about the trouble, we'll try our best to help you with it. I'd request if you can share a few more details like:

             

            1. The exact version of XD and the Operating System.
            2. Is it happening while working on a specific file or multiple files?
            3. Do you have an external monitor connected along with a primary screen? If yes, will it be possible for you to test this on a primary screen?
            4. If you have a Windows Operating System, please ensure that the graphics card driver is up to date as per the manufacturer's website.

             

            Regards

            Rishabh

            S
            sumita65401653
            Participant
            May 28, 2020

            Same issues with me adobe XD freezes and keyboard stop to work. Happening randomly, while working in prototype/ adding microinteracrions or zooming in/out.  It is very annoying. Using on windows 10.

            SeveronJ
            SeveronJ
            Participant
            May 13, 2020

            Sadly, I haven't found a way to consistently cause the freezing issue, but every day I work from home I get this bug throughout the day fairly consistently. This has been going on for months. I didn't report the bug at first because I figured it would be a known issue and would be addressed in due time.

             

            The only help I can provide atm to tracking this issue down is it always happens during a zoom in or out through left-clicking.  If I zoom out, I hold down the ALT key and click to zoom out.

             

            I tend to do things extremely quickly so perhaps the speed of clicks/switching tools/modes is maybe something at the root of the issue.

             

            I never have issues on my Mac, it's only at home.

             

            Attached is my DXDiag if it could help.  All software/drives are up-to-date.

              HARSHIKA_VERMA
              Community Manager
              HARSHIKA_VERMACommunity Manager
              Community Manager
              May 18, 2020

              Hi there,

               

              sorry for the trouble. I understand it could be frustrating. I am not able to see any attachment in the post. It would be helpful if you can generate the log files from the above mentioned link and share it with me so that the team can investigate on it. Please share the screenshot of your about XD info.

               

              We will try our best to help.

               

              Thanks,

              Harshika

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