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Adobe XD 44 - White Screen Crash after update

Devvbot.
Community Beginner ,
Sep 27, 2021 Sep 27, 2021

Hi, We are having a large scale issue with deploying XD to machines. The deployment goes fine, the first user signs in and the applicatino launches fine, the second user logs in and launched the app, but it then gives a white screen with XD icon, then crashes out.

 

There was a large thread with fixes on the forums here, but none of the resolutions worked, most where not related. There is a wide range of harware which the app worked fine on previously.  Has anyone came across this?

 

Current XD Version

Windows 10 Edu 21H1

TOPICS
Crash on windows , Product performance , Share or publish
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Madhumati chitapur Adobe Employee
Adobe Employee ,
Sep 27, 2021 Sep 27, 2021

Hi there,

 

We are sorry to hear you are having trouble using Adobe XD. We would request you to please try the solution mentioned in this article: https://helpx.adobe.com/ca/xd/kb/xd-crashes-when-launched-on-Windows.html  and let us know if that helps.

 

Thanks,

Madhumati

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Devvbot.
Community Beginner ,
Sep 28, 2021 Sep 28, 2021
In Response To Madhumati chitapur

Hi Madhumati,

 

We have exausted all those options mentioned in the post you mentioned.

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Devvbot.
Community Beginner ,
Sep 28, 2021 Sep 28, 2021
In Response To Devvbot.

Here is some error logging we are recieving on second user that does not seem to be documented anywhere online.

 

SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:312+0100 ThreadID=872 Component=ngl-lib_NglAppLib Description="-------- Initializing session logs --------"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:314+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:314+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:315+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:316+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:316+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:316+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:317+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:317+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:318+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:318+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:318+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:319+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:319+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:320+0100 ThreadID=872 Component=ngl-lib_FilePermissionUtils Description="AddAceToObjectsSecurityDescriptor : GetNamedSecurityInfo Error 2 for file C"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:377+0100 ThreadID=872 Component=ngl-lib_SPVerifier Description="IsValidSignedProfile: Signature verification success"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:377+0100 ThreadID=872 Component=ngl-lib_kOperatingConfig Description="GetRuntimeDetails: Valid Operating Config file C:\ProgramData\Adobe\OperatingConfigs\QWRvYmVYRDF7fTIwMTgwNzIwMDQ-YTdlOWMzNmYtMzI0Zi00NjAwLTk4YjEtOTUyOGU2M2NmOWFj-90.operatingconfig, environment 5"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:378+0100 ThreadID=872 Component=ngl-lib_NglAppLib Description="SetConfig: OS Name=WINDOWS_64, OS Version=10.0.19042.1"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:378+0100 ThreadID=872 Component=ngl-lib_NglAppLib Description="SetConfig: NGLLibVersion=1.11.0.9, Environment=5, Runtimemode=NAMED_USER_EDUCATION_LAB, NpdID=YTdlOWMzNmYtMzI0Zi00NjAwLTk4YjEtOTUyOGU2M2NmOWFj"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:378+0100 ThreadID=872 Component=ngl-lib_NglAppLib Description="SetConfig: ClientID=ngl_adobe_xd1, AppID=AdobeXD1, AppVersion=1.26.0.10"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:388+0100 ThreadID=7424 Component=ngl-lib_UserPrincipalDao Description="GetUserPrincipal failed in GetUserProfile"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:397+0100 ThreadID=6164 Component=ngl-lib_UserPrincipalDao Description="GetUserPrincipal failed in GetUserProfile"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:419+0100 ThreadID=7424 Component=ngl-lib_UserPrincipalDao Description="GetUserPrincipal failed in GetUserProfile"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:458+0100 ThreadID=12120 Component=ngl-lib_UserPrincipalDao Description="GetUserPrincipal failed in GetUserProfile"
SessionID=91d9afbd-4b68-4d41-b3f7-257fb25a0044.1632823556312 Timestamp=2021-09-28T11:05:56:464+0100 ThreadID=7424 Component=ngl-lib_UserPrincipalDao Description="GetUserPrincipal failed in GetUserProfile"

 

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Devvbot.
Community Beginner ,
Sep 28, 2021 Sep 28, 2021
In Response To Devvbot.

I have posted logs but they're getting removed.

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Madhumati chitapur Adobe Employee
Adobe Employee ,
Sep 28, 2021 Sep 28, 2021
In Response To Devvbot.

Hi there,

 

We apologize for the trouble you're facing with Adobe XD. I would suggest checking for graphic card updates. Please visit the manufacturer site to check for and apply the latest updates to graphic drivers and let us know if that works for you. 

 

 If you continue to face this issue, please join this discussion. https://community.adobe.com/t5/Adobe-XD/TROUBLESHOOTING-Adobe-XD-crashes-on-launch-on-Windows-10/td-...

 

Thanks,

Madhumati

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Devvbot.
Community Beginner ,
Sep 28, 2021 Sep 28, 2021
LATEST
In Response To Madhumati chitapur

It's not a GPU issue. We've tested on a huge range of devices.

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Resources
XD is Crashing
XD is crashing with white screen on Windows
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XD is crashing on MAC
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Upcoming and ongoing changes in XD
What has changed with XD starter plan
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Migrate design system to creative cloud libraries
XD Daily challenge
XD Daily Creative Challenge
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