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Answered

Unable to launch Adobe XD on macOS.

Forum|Forum|6 years ago
March 26, 2019
16 replies
129515 views

Hi there,

I haven't opened Adobe XD in a while but tried to yesterday and today and have yet been unable to. The icon will bounce a few times then remain stuck in a "not responding" state (See attached screenshot). I'm wondering if I had too many files open or something? Maybe my mac can't load everything into memory that was open? I tried uninstalling, but it didn't help. I'm running MacOS 10.15.3. XD is version 28.4.12.3.

Any ideas? Wondering if I can somehow drop all the files that XD has open somehow?

EDIT: After letting it run for a while in that not responding state, it finally crashed. I added a screen cap of the crash report.

{Renamed By MOD}

Crash on mac

This topic has been closed for replies.

Correct answer Rishabh_Tiwari

Thank you for sharing the solution that worked for you. This might help our customer in resolving the problem.

Thanks,

Harshika

Hi there,

Please ensure you are using the latest version of Adobe XD. If you need help with updating the app, see- Update apps to the latest release of Adobe Creative Cloud.

If you have the latest update, or if updating did not solve the issue, try the following solutions in the order in which they are listed:

Perform a clean install:
- Uninstall XD using the Adobe Cleaner Tool and re-install the application. Open XD to see if the issue has been resolved.
Boot your computer in the safe mode
- Try booting the system into Safe Mode (https://helpx.adobe.com/in/x-productkb/global/start-safe-boot-mode-mac.html) and check how it works there. Booting the system in safe mode performs certain checks, and prevents third-party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins, or web extensions on your computer which are possibly causing this issue.
Log in to the root account and see if the application works
- Log in to the root account (https://support.apple.com/en-in/HT204012). Check how the application works there. If it works fine, it's probably an issue with your profile, We recommend creating a New User Profile and testing the application.
If nothing helps, then please share the system logs by following the steps shared here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html. We’ll investigate and share the next course of action.

Just in case, if you aren’t comfortable performing these procedures on your own, you can contact Adobe Tech Support using this link https://adobe.ly/2WYE62m. Use the chat button on the page to get started.

Regards

Rishabh

Show previous replies

Peter Villevoye

Community Expert

It might be related to Adobe's user license authentication, but also auxilliairy user dependent stuff.

Since you mentioned that Sketch is also having problems, the one thing they both share are fonts.

Are you using some font management tool ?

Could you disable all user activated fonts ?

To be sure, sign out in the Adobe CC panel.

Restart Mac, sign into Adobe CC, open XD.

stevens42390705Author

Participating Frequently

Weird. I restarted and signed out of adobe CC and the first time it wouldn't start, then it started fine. Go figure. If it starts getting slow again I'll let you know. The only thing I hadn't done at this point was sign out of adobe CC so that could have been it. I don't have any fonts installed so I didn't turn off user activated fonts and I'm not really sure how to. But it does seem to be moving a lot faster.

HARSHIKA_VERMA

Community Manager

Thank you for sharing the solution that worked for you. This might help our customer in resolving the problem.

Thanks,

Harshika

Peter Villevoye

Community Expert

Is it (again) never working ?

Meaning: is it likely XD won't open if you start it once again, right now ?

For the sake of testing, try setting up another user account in your System Preferences, then log in to that user and start any other Adobe application (I guess you have an Adobe CC subscription), in order to get authenticated by the Adobe CC underpinnings. Then open up XD and tell us what happens...

If XD opens fine in this user account, then the application has been installed correctly, but there might be something wrong in your normal user account. If XD also fails to open in this testing account, then there's something wrong on a higher level (application incorrectly configured at installation, certain Adobe library or authentication resources).

It's not a solution yet, but at least it will give us an inkling what to search for...

stevens42390705Author

Participating Frequently

Will do. Sorry for the speradic replies. I haven't had too much time to focus on this. For what it's worth, Sketch isn't working either. Identital behavior. I'll let you know how the fresh account goes.

Dan Rodney

Community Expert

I know this sounds simple, but have you tried restarting your Mac? It's a simple troubleshooting technique, but I always try it first because it's amazing how many times it can actually help.

— Adobe Certified Expert & Instructor at Noble Desktop | Web Developer, Designer, InDesign Scriptor

stevens42390705Author

Participating Frequently

Unfortunately no dice. I'll be uploading the logs after it crashes again.

Rishabh_Tiwari

Community Manager

Hi Steven,

Sorry to hear about the trouble. I'd request if you can share a few more details like;

Please share the system logs by following the steps shared in this article: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html
Please share crash logs by following the steps shared in this article: https://helpx.adobe.com/in/xd/kb/how-to-collect-crash-logs.html

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

Regards

Rishabh

stevens42390705Author

Participating Frequently

Hi Rishabh,

I used the collector tool and I believe it sent some logs. I also found the logs in the console via the instructions in the second link. The last step says to "Right-click on the report file and click Reveal in Finder to get the logs which can be shared".

Where exactly should I share these logs?

best,

Steven

J

jabba_the_cluctch

Participant

Hello,
I've had a problem with Adobe XD for some time (probably few days). It doesn't want to run at all. There are two options how it behaves:
1. it doesn't start at all but displays an error report
2. it starts, but display loading symbol all the time and doesn't react to anything

What I've tried so far is:
1. Reinstallation XD
2. Uninstallation with all my personal settings and installed completely fresh XD
3. Complete uninstallation of Creative Cloud and all related programs like Illustrator and Photoshop
4. Cleaning Adobe hosts files
5. Installation of a previous version of Adobe XD

After dozens of attempts, still no result. On my mac book air everything works okay, when for more demanding tasks I switch to mac book pro, Adobe completely does not start. It is worth mentioning, that programs like Photoshop or Illustrator worked perfectly.

I'm throwing a screen of my setup:

I am completely cut off from work and don't know what to do next. Now I tried to get at least a bug report, but I can't. I don't think it's my system's fault, because it was formatted about 3 weeks ago and all the other programs work perfectly.

HARSHIKA_VERMA

Community Manager

Hi there,

We are sorry to hear you are having trouble launching XD. We would request you to please try the solution mentioned in this article: https://helpx.adobe.com/ca/xd/kb/adobeXD-launches-into-white-screen-on-windows.html and if that doesn't help, please generate the log using this link: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html and upload the file to a shared location such as Creative Cloud app and share the url with me over a private message.

It would be really helpful if you can share the screenshot of your about XD info page.

We will try our best to help.

Thanks,

Harshika

J

jabba_the_cluctch

Participant

Harshika,

thank you for answer. Do you have a similar instruction for macos users? As I mentioned in the subject, I use two macbooks.

C

chelsit88227400

Participant

I am currently having problems with my adobexd. It's on version 16, and even after updating it still does not work. When I try to open it, it just automatically closes and crashes.

I have tried to reinstall Adobexd and signed in and out of my CC account as well.

I really need to use it for my projects and have no clue what to do. Would appreciate some help!

khrystynab24880285

Participant

I'd also faced that problem and reinstalling didn't helped me too.

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