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F.Andras
F.Andras
Participating Frequently
Mar 3, 2021 5:24 PM UTC
Question

XD randomly crashes while trying to preview (WIN10)

Hi there,
I see a lot of XD crash post here, but none of them are exatctly the same as mine, so I'm just gonna open a new topic. I'm tired to find out why it crashes, and sending crash reports after crash reports (sometimes with not the best manner, apologies about that). It's not a new thing for me, this problem stayed with me at least in the last 3 months.

THE PROBLEM:
My Adobe XD randomly crashes when I click on 'Desktop Preview'. Randomly, because sometimes it works just fine and sometimes it does not. I don't do anything except after every crash I reopen XD and the same project file. It doesn't matter if it's a cloud or a local document. I instatly know when it will crash or work - if the pop-up desktop preview window is fully black then it is going to crash in a few seconds. Sometimes the first few desktop preview works like a charm then one more crashes it.

Tried to reset PC, reinstall XD, reinstall CC, disconnect second screen, close every other application.

System:
MB: ASUS ROG STRIX Z490-E
CPU: i7 10700K
GPU: ASUS ROG STRIX RTX 2070
RAM: Trident Neo Z 3600 CL16 (2x16 GB)
OS: Win 10 Pro
Using 2 screen
os on a samsung 2,5 ssd and CC on a different one which is a M.2 samsung ssd.

Thanks for looking into it! Would be nice to work without nerve-racking interruptions.

Have a nice day,
Andras




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10 replies

Anonymous
Mar 16, 2021 5:32 PM UTC

Hey I encounter exactly the same issue. Are you working on a 4k monitor? 
My guess is that this has something to do with it because when my win10 just uses 1 FullHD Monitor, everything is okay.

As soon as I use my 2nd screen (Dell, 4k), it crashes randomly.

 

(RTX2060 Super)

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    F.Andras
    F.AndrasAuthor
    Participating Frequently
    Mar 24, 2021 1:03 PM UTC

    Hello, you are right! The same here, 2 screens 1 FHD and one 4K (both of them are Dell).

    I checked if I disconnect the 4K screen everything work just fine, without crash after 20+ open/preview/close on different XD files. But as soon as I reconnect the 4K my very first preview attempt crashes.

    So yeah I guess it's a good starting point to resolve the problem.

    Thanks for writing!

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    Anonymous
    Mar 24, 2021 4:40 PM UTC

    Try to connect both screens but work with XD on your FHD only and click preview. Does it work?
    For me it seems to work - by the way: after latest update my preview still keeps being black screen but I manage to close it before XD crashs. 

    @HARSHIKA_VERMA maybe this helps to find the solution

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    Harshika Verma
    Community Manager
    Harshika VermaCommunity Manager
    Community Manager
    Mar 3, 2021 10:58 PM UTC

    Hi Andras,

     

    We understand how frustrating it could be and thanks for creating a new post to give it a fresh start. We would need few more details in order to escalate the issue to the team for investigation.

     

    1. Is there any anti-virus that is causing the issue? If any, try disabling the antivirus and see if that helps.
    2. Is it possible to capture a short video of the workflow as if you can recreate a crash when you click on the desktop preview?
    3. Please generate the logs using the Log Collector Tool and Crash Dumps along with the XD file and upload them to a shared location such as Creative Cloud or Dropbox and share the URL with me.
    4. A screenshot of your about XD info page will be helpful. 

     

    I will try my best to help.

     

    Thanks,

    Harshika

     

     

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      F.Andras
      F.AndrasAuthor
      Participating Frequently
      Mar 8, 2021 11:45 AM UTC

      Hi Harshika,

      I tried to turn of my ESET Internet Security but the crash still happened.

      So I went to the next point and captured a short video. For this I created a crash_test_file (new file to check if crash happens in a very simple file as well.) It did crash. So tried out a few different method of Desktop Preview in two different files. I managed to get a working desktop preview and then didn't do anything just closed and reopened it, and then it crashed again. I'll send this with the files you asked in a private mail.

      But in the meantime I'll post a shorter video here with less private info on screen to share with fellow XD users to see my concrete crashes:
      LINK: https://www.loom.com/share/a8ffd6273abe4afb8f1e314292100d2a
      In this video you can see at 2:00 that Desktop Preview is working and then I start and stop it a few times until it crashes again.

      Thanks,
      Andras

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      Harshika Verma
      Community Manager
      Harshika VermaCommunity Manager
      Community Manager
      Mar 9, 2021 3:54 AM UTC

      Thankyou Andras for the video and other additional details. I have logged a bug for your issue so that our team can investigate the issue.

       

      I will share the updates with you as soon as I hear back from the team.

       

      Thanks,

      Harshika

       

       

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