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Plurielle25335723q3c0
Participant
July 21, 2022
Answered

Unable to launch XD shows black screen on mac

  • July 21, 2022
  • 3 replies
  • 667 views
  • 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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Correct answer HARSHIKA_VERMA

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

 

 

 

 

3 replies

P
Peter25227529uepn
Participating Frequently
July 25, 2022

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

    HARSHIKA_VERMA
    Community Manager
    HARSHIKA_VERMACommunity ManagerCorrect answer
    Community Manager
    July 22, 2022

    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

     

     

     

     

    italosan
    Community Expert
    italosanCommunity Expert
    Community Expert
    July 21, 2022

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

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