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D
defaultxnp9q6ce6lmr
Participant
May 26, 2021
Question

Unable to load any documentsin XD as it crashes instantly.

  • May 26, 2021
  • 1 reply
  • 568 views

Windows 10 latest build
XD latest build

Issue: anytime I try to open a XD document or use one of the prebuilt templates, XD instantly crashes.
I can get to the launch screen which shows the prebuilt templates and recent files but then BOOM. Gone.

Attempts to fix:
I've uninstalled and reinstalled.
I've also tried downgrading to other versiuons and it fails to install (plenty of room on my SSD).
I've sent in crash logs.
My other Adobe CC programs work fine.

Any suggestions? I thought it might be some plugin that hadn't been updated but was unsure how to delete the plugin or reset XD to it's default state.

 

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1 reply

HARSHIKA_VERMA
Community Manager
HARSHIKA_VERMACommunity Manager
Community Manager
May 27, 2021

Hi there,

 

We are sorry to hear you are having trouble opening documents in Adobe XD. As you mentioned you've already tried many steps. We would request you to please share Adobe Logs and Crash dumps. Please upload them to a shared location such as CC or Dropbox and share the URL with me over a PM. I would request you to please share the XD and the OS version of your machine.

 

I will try my best to escalate the issue.

 

Thanks,

Harshika

D
defaultxnp9q6ce6lmrAuthor
Participant
May 28, 2021

Thank you for responding @HARSHIKA_VERMA 
I am sending you a PM with the info 🙂

HARSHIKA_VERMA
Community Manager
HARSHIKA_VERMACommunity Manager
Community Manager
May 28, 2021

Thanks for sharing the info, Jay. It really helped. I have requested a few more info over a PM. I will log a bug for your issue in the meantime.

 

I really appreciate your patience. 

 

 

Thanks,

Harshika

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