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Matt27926410v1ys
Participant
January 13, 2023
Question

XD not loading after first run

  • January 13, 2023
  • 2 replies
  • 601 views

Hi
We have recently starting using creative cloud mostly for indesign or photoshop but one of the teachers expressed an interest in using XD. XD will run fine the first time after installation under the user profile but once the user closes XD from then on it will get stuck on the XD loading screen 

 

I have spent some time googling and tried a number of fixes already from wiping temp files to running cc cleaner after uninstalling / reinstalling 

 

If the user moves to a different PC they can run XD again but only once 

Any help greatly appreciated 

    This topic has been closed for replies.

    2 replies

    Ares Hovhannesyan
    Community Expert
    Ares HovhannesyanCommunity Expert
    Community Expert
    January 13, 2023

    Can you check with Adobe ID on Adobe ID site how active devices you have?

      M
      Matt27926410v1ysAuthor
      Participant
      January 16, 2023

      I currently have 1 machine registered which is the one I was testing on last week 

        HARSHIKA_VERMA
        Community Manager
        HARSHIKA_VERMACommunity Manager
        Community Manager
        January 20, 2023

        Hi @Matt27926410v1ys,

         

        Thank you for sharing the requested logs file. I have sent you a private message to gather more system details so that I can escalate the issue to the product team for investigation.

         

        Please verify and share the requested info.

         

        We will make every effort to look into the issue and assist you.

         

        Thanks,

        Harshika

        Myra Ferguson
        Community Expert
        Myra FergusonCommunity Expert
        Community Expert
        January 13, 2023

        Are you on a Windows 10 machine? If so, you might try the recommendations here:

          M
          Matt27926410v1ysAuthor
          Participant
          January 16, 2023

          Hi 

          So far I have tried 

           

          tried uninstalling / reinstalling XD

          tried uninstalling reinstalling creative cloud via our network deployment tool

          updated nvidia drivers to latest version + ran windows update

          used creative cloud cleaner tool

          manually removed c:\user\adobe files on another attempt

          and the file at C:\Program Files\Common Files\Adobe/Adobe XD/CSDKConfigurator.exe won't run? either normally or under an administrator login 

            HARSHIKA_VERMA
            Community Manager
            HARSHIKA_VERMACommunity Manager
            Community Manager
            January 16, 2023

            Hi @Matt27926410v1ys,

             

            Thanks for trying the steps suggested. Would you mind doing a clean uninstall and reinstall of XD as mentioned in this article: Use the Creative Cloud Cleaner tool to solve installation problems and let us know if that works.

             

            If not, please generate logs, Crash dumps and upload them to a shared location such as CC or Dropbox and share the URL with me over a private message for investigation.

             

            We will try our best to help.

             

            Thanks,

            Harshika

             

             

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