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R
richardjbeaulieu
Participant
January 13, 2022
Question

Unable to open XD 47 on new windows laptop

  • January 13, 2022
  • 1 reply
  • 1569 views

I recently got a new laptop, installed all the apps I use from Creative Cloud - they all work fine, except XD. XD starts to open, I get a blank screen, then it crashes with no error.

I've gone through all the troubleshooting I could find online, but nothing is fixing the issue.

PLEASE HELP!

This topic has been closed for replies.

1 reply

HARSHIKA_VERMA
Community Manager
HARSHIKA_VERMACommunity Manager
Community Manager
January 13, 2022

Hi richardjbeaulieu,

 

We are sorry to hear you are unable to open XD on your machine. If it’s a new machine, we would suggest you to check if your graphics drivers are up to date. You should go to your graphics card manufacturer’s website, and download and install the latest version to see if that resolves the issue.

 

If it didn't help, please try the below steps in sequence-

  • Uninstall XD.
  • Quit Creative Cloud Desktop app and kill all related processes from Task manager.
  • Delete temp files by going to run(Win+r) then %temp%
  • Delete Adobe XD CC folder from  C:\Program Files\Common Files\Adobe
  • Restart  computer and install XD

Let us know if that helps. We'll try our best to help.

 

Thanks,

Harshika

R
richardjbeaulieuAuthor
Participant
January 13, 2022

Hi Harshika,

I've verified that both my graphics drivers are up to date (Intel(R) UHD Graphics & NVIDIA RTX A2000 Laptop GPU)

I've also taken the steps to do a thorough uninstall following the instructions above.

...neither worked.

XD still opens to a blank screen, and then imediately crashes with no error msg.

Cheers,
Richard

HARSHIKA_VERMA
Community Manager
HARSHIKA_VERMACommunity Manager
Community Manager
January 14, 2022

Thanks for trying the steps suggested, Richard. We would reqest you to please generate logs and crash dumps and upload them to shared location such as CC or Dropbox and share the URL with me over a private message.

 

Please also share the screenshot of the About XD info page. 

 

We will try our best to investigate the issue.

 

Thanks,

Harshika

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