Inspiring

Question

XD crashes when using zoom tool too quickly (Win10)

Forum|Forum|3 years ago
April 25, 2022
2 replies
838 views

Hi
whenever i use XD to zoom in on a design and i click more than 4 times, XD becomes unresponsive and i hear the laptop fans get louder. I'm forced to shut it down and restore my work everytime. If i zoom in slowly (a click every 0,5 sec or slower), this doesn't happen.

XD 47.0.22.9
CC Sync: 5.8.0.19

Crash on windows

This topic has been closed for replies.

A

Abhidas

Community Manager

Hi Martin,

Sorry to hear that you are facing this issue with Adobe XD.

I have found some similar issue in previous threads. I will suggest you to go through those thread and check if that helps.

Thread 1

Thread 2

Meanwhile you can provide below details so we can investigate it further.

Is this happening with every file or only with a few files?
When you are encountering this issue can you please create a spindump and share this with us. When XD is unresponsive open Task Manager > Expand XD process > Right click on XD Process in Task Manager > Click on Create Spindump

Regards,

Abhishek Das

Ziggy TõnumaaAuthor

Inspiring

Hi Abhishek

thank you very much for these suggestions and taking the time to investigate

Thread 1 - i've done all these steps (incl new NVIDIA drivers). In the thread updating XD + gpx drivers fixed the issue. I still get the unresponsive app when zooming in (too fast)
Thread 2 - similar discussion, the issue is the zoom but no clear resolution there besides support's suggestions to update.

My system reports:

1) Adobe LogCollector: https://drive.google.com/file/d/1ZtvOwpeQlx1Cx7SD1GbMGEkxfcbIWseT/view?usp=sharing
2) Task manager > dump file (created while XD was unresponsive):
https://drive.google.com/file/d/103NIBs212pvCo3-4adPAtxRM5Re7nwW3/view?usp=sharing

Spindump is on a mac, i believe. I'm on Win10. I was able to create a dump file from Win's Task Manager - Expand XD (this dump file sits in "user\AppData\Local\Temp" folder)

best regards
Martin

M

Madhumati chitapur

Community Manager

Hi Martin,

Thank you for the logs. We have raised an issue regarding this and our team will look into it and fix it on priority. You might see the fix in future releases.

Thanks,

Madhumati

M

Madhumati chitapur

Community Manager

Hi there,

We're so sorry to hear about the trouble. Could you please update XD to the latest version which is 50.0.12 and observe if it is still crashing. please collect the system logs by following the steps shared here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html we'll try our best to help you with it.

Thanks,

Madhumati

Ziggy TõnumaaAuthor

Inspiring

Thank you, Madhumati. I updated to v 50.0.12 and the same thing happened - it becomes unresponsive when zooming in too quickly but if i waiting 1 minute it continues. So crash is not the correct word, rather it's unresponsive. It may have too many things/calculations to handle that moment. Never had to do this with other Adobe software. It's definitely a bug and a nuisance but I just keep in mind to go easier on the Zoom-in button next time. I have uploaded 2x CC log collection files, maybe they'll help out.

M

Madhumati chitapur

Community Manager

Hi Martin Tõnumaa ,

Please follow Abhishek steps that mentioned below and Please feel free to update this discussion in case you need further assistance and we will be happy to help.

Thanks,

Madhumati

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