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iagov52255947
iagov52255947
Participant
January 6, 2020
Question

Crash/Load- Unable to open XD.

  • January 6, 2020
  • 1 reply
  • 750 views

I've been trying for 4 hours long. The app crashes after a few seconds, or it says I have no Internet connection tô validate my account, but... I'm using other Adobe apps as normal as allways, and I do have great Internet connection. I already restarted the laptop and reinstall the app, many times. For last, I can open the software and local files, but not for long - after a while, it says I have no internet connection again. Also, I can't open my cloud files. Please, help me, cause I'm wasting job hours here, and I need to rush with that.

 

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1 reply

Harshika Verma
Community Manager
Harshika VermaCommunity Manager
Community Manager
January 6, 2020

Hi there,

 

We apologize for the frustration. We would request you to please try the following:- 


- Go to Start menu, right click on XD, select ‘Uninstall’
- Log out of Creative Cloud app
- Open Task Manager, end any process that has ‘Adobe’ in the name or CC icon
- Delete OOBE folder from C:\Users\labuser\AppData\Local\Adobe
- Re-open Creative Cloud app, install XD & open

 

If you continue to see the problem, please do the following:
- Exit XD
- Follow this article to enable crash dumps: https://www.thewindowsclub.com/activate-windows-error-reporting-windows-8 (although the article says “Windows 8,” it works exactly the same in Windows 10). Use “Full dump” for the DumpType, not Mini.
- Launch XD, collect crash log here, C:\Users\\AppData\Local\CrashDumps\

 

For immediate assistance, please get in touch with our support team using this link: https://helpx.adobe.com/in/contact.html and let us know if you face any trouble connecting with them.

 

We will try our best to help.

 

Thanks,

Harshika

iagov52255947
iagov52255947Author
Participant
January 7, 2020

Hey, Harshika,

 

Thanks for your help, but the first instructions did not worked. I'm trying to understand the article, but I'm not an expert in technology, so it's pretty confuse to me. I'll ask help to some colleagues to do it, before go to contact suport.

 

Anyways, thanks for your help,

Iago

 

Harshika Verma
Community Manager
Harshika VermaCommunity Manager
Community Manager
January 7, 2020

Sure, Iago. Let us know if that works. We will try our best to help.

 

Thanks,

Harshika

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