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Jonas DK
Jonas DK
Known Participant
July 18, 2022
Question

Unable to open XD stuck on logo screen on start up since 2 weeks

  • July 18, 2022
  • 3 replies
  • 3833 views

I have tried for over 2 weeks to get XD to start - but all I get is the start up screen with the logo - and it just stays that way. I have had the head of tech in our company, a real geek, to try and solve this using various admin and command promt related ways to try and solve this. He has given up. The problem remains.

Tried this:
- Uninstall and install many times. Both in safe mode and with restarts.
- Changed graphics drivers several times
- Various command promt related 
- Tried almost every single thing we could find online - none of them worked
- All other programs work just fine with my machine

 

Please help.

Also where do you get a Adobe ticket to the problem - do they give such support?

MY RIG 
WIN 10 64
Regards 
Jonas 

 

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3 replies

Killian64
Killian64
Participating Frequently
August 9, 2022

Same here. It started just this morning. I opened XD and worked for about 20 minutes. After I closed it and reopened about 30 minutes later I now get the perpetual start screen.

i9-9900K, 128G RAM, 8GB RTX 2080 SUPER, Windows 11 pro
A
A25586855s2sp
Participant
August 10, 2022

Same thing here

HARSHIKA_VERMA
Community Manager
HARSHIKA_VERMACommunity Manager
Community Manager
July 18, 2022

Hi @Jonas DK,

 

We are sorry to hear you're experiencing issues while launching XD. In addition to what our expert has suggested, we would love to investigate the issue. The issue was fixed with XD 50 release. If you continue to experience the issue,  please generate logs and crash dumps and upload them to a shared location such as CC or Dropbox and share the URL with me over a private message so that we can investigate the issue.

 

We will try our best to help.

 

Thanks,

Harshika

 

 

    Jonas DK
    Jonas DKAuthor
    Known Participant
    July 19, 2022

    These are the log files:
    https://www.dropbox.com/sh/amkloajy5brcmkc/AABvDIJ5mbul4sT7RmsPGguQa?dl=0

    I cant seem to find a place where i can get a ticket on the issue. You know where? 🙂

    *** Rig: Win10 Pro. 64 RAM. RTX 2080 Ti. Intel i9 9900k. 4K monitor. Lastest updates. Lastest drivers. ***
      AkinGn
      Community Expert
      AkinGnCommunity Expert
      Community Expert
      July 19, 2022

      Hi Jonas, as Harshika mentioned, all you need to do is sending the link of the logs to her, so this must be the required action on your side, you don't need to do anything else, I'm sure when she can, she'll also tell you that. You might want to also message her with that link of the logs. Have a great day!

        AkinGn
        Community Expert
        AkinGnCommunity Expert
        Community Expert
        July 18, 2022

        Hi @Jonas DK, if you also tried the methods as instructed here: https://community.adobe.com/t5/adobe-xd-discussions/adobe-xd-won-t-start-on-new-machine-windows-10/m-p/8928116/page/2#M1747 , you can contact support here: https://helpx.adobe.com/support/xd.html Let's see maybe meanwhile some other expert suggests something. Hope this helps!

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