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Plurielle25335723q3c0
Participant
Jul 21, 2022 10:25 AM UTC
Answered

Unable to launch XD shows black screen on mac

  • Hello, I can't use XD anymore, because it systematically opens on a black screen whatever the imported file is. The files are visible in thumbnails. I reinstalled and it still does the same thing.  thank's for your help !

 

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Harshika Verma
Harshika VermaCorrect answer
Community Manager
Jul 22, 2022 10:11 PM UTC

Hi @Plurielle25335723q3c0,

 

We are sorry to hear. This is definitely not expected behavior. We'd love to investigate the machine logs and try our best to help you. In addition to the info asked by our expert Italo, please share a few more details-

 

Please generate logs and upload them to a shared location such as CC or Dropbox and share the URL with me over a private message so that I can log a bug and escalate the issue to the engineering team for investigation.

 

Once the logs are generated, please try the below steps and let us know if that helps-

 

  • Quit Adobe XD.
  • Sign out of the Creative Cloud Desktop app and XD.
  • End all Creative Cloud desktop app processes from Activity Monitor.
  • Restart the machine.
  • Sign back in and launch XD from the Creative Cloud Desktop app.

 

We will try our best to help.

 

Thanks,

Harshika

 

 

 

 

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3 replies

Peter25227529uepn
Participating Frequently
Jul 25, 2022 11:04 AM UTC

Quit Adobe XD.
Sign out of the Creative Cloud Desktop app and XD.
End all Creative Cloud desktop app processes from Activity Monitor.
Restart the machine.
Sign back in and launch XD from the Creative Cloud Desktop app.

 

Hope This Works,

Peter

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    Harshika Verma
    Community Manager
    Harshika VermaCommunity ManagerCorrect answer
    Community Manager
    Jul 22, 2022 10:11 PM UTC

    Hi @Plurielle25335723q3c0,

     

    We are sorry to hear. This is definitely not expected behavior. We'd love to investigate the machine logs and try our best to help you. In addition to the info asked by our expert Italo, please share a few more details-

     

    Please generate logs and upload them to a shared location such as CC or Dropbox and share the URL with me over a private message so that I can log a bug and escalate the issue to the engineering team for investigation.

     

    Once the logs are generated, please try the below steps and let us know if that helps-

     

    • Quit Adobe XD.
    • Sign out of the Creative Cloud Desktop app and XD.
    • End all Creative Cloud desktop app processes from Activity Monitor.
    • Restart the machine.
    • Sign back in and launch XD from the Creative Cloud Desktop app.

     

    We will try our best to help.

     

    Thanks,

    Harshika

     

     

     

     

    Translate
    italosan
    Community Expert
    italosanCommunity Expert
    Community Expert
    Jul 21, 2022 10:31 AM UTC

    Hi, what os are you running Adobe XD on? What are the features of your pc?

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