Hi Everyone, please try to update XD to the latest version using this link: - Update apps to the latest release of Adobe Creative Cloud. In case that doesn't work, please try solutions mentioned below- Please make sure there are no pending system updates. "Search> Check for Updates> Windows update" Restart your computer. Try solutions in this article https://helpx.adobe.com/ca/xd/kb/adobeXD-launches-into-white-screen-on-windows.html If you still face the issue, please generate logs, Crash dumps and upload them to a shared location such as CC or Dropbox and share the URL with HARSHIKA_VERMA. We will try our best to escalate the issue. Thanks

Community Manager

Answered

Adobe XD crashes (White screen) on launch on Windows 10 machine

Forum|Forum|8 years ago
January 7, 2018
81 replies
266085 views

Hi Everyone, please try to update XD to the latest version using this link: - Update apps to the latest release of Adobe Creative Cloud. In case that doesn't work, please try solutions mentioned below-

Please make sure there are no pending system updates. "Search> Check for Updates> Windows update"
Restart your computer.
Try solutions in this article https://helpx.adobe.com/ca/xd/kb/adobeXD-launches-into-white-screen-on-windows.html

If you still face the issue, please generate logs, Crash dumps and upload them to a shared location such as CC or Dropbox and share the URL with HARSHIKA_VERMA.

We will try our best to escalate the issue.

Thanks

Correct answer Chethan Girish

Hi There,

Thank you for reaching out and sorry to hear you are facing trouble using Adobe XD.We would like to know a few more details like-

The version of XD.
The version of Win OS build which you are using(Type run in search tab present taskbar and type winver inside run: share the screenshot of it).
The version of creative cloud.
The version of Graphic driver(type dxdiag on Windows search and select the Display tab)
Are you getting any blank screen while opening XD.
Is it possible to share video of your Issue, so that we can Investigate from our end.

Also we would request you to please try the below troubleshoot steps and let us know if that works-

1. Try creating a new user account on your machine and then try to launch XD. If it works, go to the previous account-.

2. Signout of Creative Cloud Desktop app

3. End all all Creative Cloud desktop app process from task manager.

4. Uninstall XD, Creative Cloud Desktop app using the Adobe Cleaner tool: https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html.

4. Restart the machine.

5. Install Creative Cloud, XD.

If this doesn't help, once it crashed please collect the system logs so we will make sure to report the issue for investigation. Though, we would need Adobe logs and Crash dumps of your machine for investigation purposes. Please generate the logs and upload them to a shared location such as CC or Dropbox and share the URL with us here or over a PM. We will make sure to file a feedback ticket of your machine's logs

Please let us know if you need more assistance on this. We'd be happy to help.

Thanks,

Chethan G

Show previous replies

Amith_in

Participating Frequently

Today I updated the Adobe XD to the latest version and the program does not even open. Just a blank white screen is opening.

The Tittle was edited by Moderator.

HARSHIKA_VERMA

Community Manager

Hi Amith.in,

I apologize for the frustrating experience. I understand that it could be annoying. I'd suggest trying the steps mentioned in this help document: Adobe XD launches into a white screen on Windows and restart the machine after trying solution1.

If that doesn't work for you, could you please share the OS and XD version of your machine?

We'd be happy to help.

Thanks,

Harshika

Amith_in

Participating Frequently

Had a chat with one of the support executive. She managed to solve the issue by removing all c++ distro, cleaning temps and cc cleaner adobe tool. It works for now. In the link you shared I think solution 4 is what used here. Thanks anyway.

galinam47996398

New Participant

Have just downloaded the app from the site. App version 4.8.1.435. Windows 10 version 1809 (build 17763.194), English.

When I try to open an .xd file or simply load the app, it opens a blanc screen and then shuts down.

In the Event Viewer there is the following error:

Faulting application name: XD CC.exe, version: 17.0.12.11, time stamp: 0x5c7947ad

Faulting module name: twinapi.appcore.dll, version: 10.0.17763.168, time stamp: 0xadd3968e

Exception code: 0xc000027b

Fault offset: 0x00000000000bd598

Faulting process id: 0x31f8

Faulting application start time: 0x01d4d9a3e34b9320

Faulting application path: C:\Program Files\WindowsApps\Adobe.CC.XD_17.0.12.11_x64__adky2gkssdxte\XD CC.exe

Faulting module path: C:\windows\SYSTEM32\twinapi.appcore.dll

Report Id: 63d6bf95-9821-4f86-b5d6-cb91f52212dc

Faulting package full name: Adobe.CC.XD_17.0.12.11_x64__adky2gkssdxte

Faulting package-relative application ID: App

[Moved out of the generic Creative Cloud forum and into an XD support forum - moderator]

Atul_Saini

Community Manager

Hi Galinam,

Sorry that you are unable to use Adobe XD as it crashes with a white screen. I would request you to try the steps mentioned here: -Adobe XD shows white screen after launch and crashes on Windows and update this discussion with the results.

Thanks,

Atul_Saini

A

alexeia80169091

New Participant

Hi Atul - thank you for the suggestion! I have tried that and it is still crashing... see my error below, pretty much the same

anything else I can try? I'm installing this on newly provisioned laptop with everything freshly installed, so can't say it's a beat up system too..

Faulting application name: XD CC.exe, version: 17.0.12.11, time stamp: 0x5c7947ad

Faulting module name: twinapi.appcore.dll, version: 10.0.17763.292, time stamp: 0x270a22eb

Exception code: 0xc000027b

Fault offset: 0x00000000000bd588

Faulting process id: 0x720

Faulting application start time: 0x01d4e83b27a5fb7c

Faulting application path: C:\Program Files\WindowsApps\Adobe.CC.XD_17.0.12.11_x64__adky2gkssdxte\XD CC.exe

Faulting module path: C:\WINDOWS\SYSTEM32\twinapi.appcore.dll

Report Id: 7ddc4166-5cfb-4b85-b82b-036f3f4b36cd

Faulting package full name: Adobe.CC.XD_17.0.12.11_x64__adky2gkssdxte

Faulting package-relative application ID: App

shinichis45981674

New Participant

I applied several troubleshooting for this problem but XD still could not be open.

The error of crash was below. Please give me some help.

Faulting application name: XD CC.exe, version: 16.0.2.8, time stamp: 0x5c52eba9

Faulting module name: twinapi.appcore.dll, version: 10.0.17134.137, time stamp: 0xb5d50228

Exception code: 0xc000027b

Fault offset: 0x000000000009cad5

Faulting process id: 0x3970

Faulting application start time: 0x01d4d618b1f83a1a

Faulting application path: C:\Program Files\WindowsApps\Adobe.CC.XD_16.0.2.8_x64__adky2gkssdxte\XD CC.exe

Faulting module path: C:\Windows\System32\twinapi.appcore.dll

Report Id: d9308342-47ca-48f4-9756-9bb80b049f52

Faulting package full name: Adobe.CC.XD_16.0.2.8_x64__adky2gkssdxte

Atul_Saini

Community Manager

Hi Shinichis,

Sorry that you are unable to use Adobe XD as its crashing with after the white screen. Could you please try the steps mentioned here: - Adobe XD shows white screen after launch and crashes on Windows and update this discussion with the results.

Thanks,

Atul_Saini

shinichis45981674

New Participant

I did this measure but it could not work well.

U

Uli2016

New Participant

Hi, we are using creative cloud and have just installed XD on a windows 10 Version 1809, 64bit. When starting XD either via creative cloud or via the windows menu it shows a white screen and crashes. The solution we found here under

https://helpx.adobe.com/xd/kb/after-launch-adobe-xd-shows-white-screen-and-crashes.html

does not work - the access rights are already correctly set. The windows error code is 0xc000027b / error modul twinapi.appcore.dll / XD CC.exe

Would appreciate any help on this.

Thank you

Uli

Preran

Author

Community Manager

Thank you for trying the initial troubleshooting procedures and letting us know. Can you try the solution in XD Opens with white screen and immediately closes and let us know if it helped?

Thanks,

Preran

U

ulis10948092

New Participant

HI Preran,

thank you - just tried this - and it worked.

Best Regards

Uli

I

i_msourabh

New Participant

Hello XD supporter,

Tomorrow I update Adobe XD with Adobe creative cloud update version. But after updating adobe xd not launching anymore. I can't open adobe xd file. Two of my project running on Adobe xd. From last night I can't work on it. Please support team, fix the bug. And I'm a windows user, so, I have no option to use Sketch, Otherwise, I didn't use Adobe XD anymore. Here is the link of desktop video recorder. issue.webm - Google Drive

I also update my GPU driver, reinstall adobe xd. And when it's not solving, I reset up my OS last night, but after working sometimes, it shows the same problem again.

Atul_Saini

Community Manager

Hi Sourabh,

Sorry that you are unable to open the document in Adobe XD and it crashes after a white screen. Could you please try the steps mentioned here: - Adobe XD shows white screen after launch and crashes on Windows and update this discussion with the results?

Thanks,

Atul_Saini

cmgap

Community Expert

Please update with the most recent build: 4.2.0.25 and let us know if you are able to open Xd without crashing.

alexs10432808

New Participant

I am unable to get XD top open, it just shows a white window and then closes. All the other apps work fine. Conclusion = XD broken.

Atul_Saini

Community Manager

Hi Alexs,

Sorry that you are unable to use Adobe XD. Could you please share the OS version which you are using along with the version of Adobe XD which is installed on your machine?

Thanks,

Atul_Saini

A

Alexander Wong

Known Participant

I am also on 1803, the recent XD update completely won't allow me to launch XD. I can't work like this. It just prompts a white window and crashes immediately.

Atul_Saini

Community Manager

Branched to a new discussion.

Hi Alexander,

As you have mentioned that you are unable to launch Adobe XD on Windows 10, v1803, it just gives you a white window before crashing.

I would request you to share the following details,

Version of Adobe XD
Video or GIF capturing the issue (optional)

In addition to this, please send me your Adobe ID, location, and phone number over a private message. We will get in touch with you for investigation. To send a private message, click my picture and use the Message button.

Awaiting your response.

Thanks,

Atul_Saini

A

Alexander Wong

Known Participant

Hi Atul,

I have this issue fixed, which the problem doesn't stem from Adobe's side. But hopefully that the Adobe team would escalate this to the Microsoft Windows team to have them addressed the issue as well. Else, they may just sit on this problem like it didn't exist and that would create headaches for you guys at Adobe XD.

But to answer your questions:

Running the latest Adobe XD, version 9.0.12.19
Windows 10 (1803)
I do not have the recording of the issue unfortunately

Here's what happened for most of the people who had this issue:

The user needs to be on Windows 10, version 1803 and
already has the most recent KB4283835 installed (this update is the cause)
All Windows Apps would no longer function, launching it would only see a brief window and it crashes
This applies to Adobe XD as it is a Windows App, instead of the usual x64 desktop app
The KB4283835 update would cause your Windows login credentials and app manifests to be corrupted, rendering all Windows Apps inaccessible.

Through Microsoft Technical Support, the technician spent almost 6 hours troubleshooting and finding a workaround for me instead of a total system wipe and reformat. He was able to fix the problem, albeit it may not be the best solution.

What he did that fixed my problem:

Uninstalled the KB4283835 update
Purged and reset all Windows App cache
Started a new Windows account
Sign in to the account and let it setup
Restarted the machine
Sign into new account, test whether the apps are working, yes they work
Transferred all my personal files and settings from old Windows account to the new account

The above is roughly what he discovered can be done after many hours of troubleshooting. It isn't the best way, as this issue shouldn't have happened. The KB4283835 update was bad. Rollbacks or system restore won't do anything, as the update had some kernel changes also as I was told. But this solution had me avoiding a total reformat of my machine and re-setup everything. I just needed to relogin to a few items when he was done. My Adobe XD is now working, I stopped the KB4283835 update from installing for now.

To Atul, please raise this issue to the Windows team.

R

robbi_k

New Participant

Hi,

I just updated the Adobe XD and it keeps crashing (suddenly closed). It really slows me down to finish my work.

I found this in my Event Viewer:

Faulting application name: XD CC.exe, version: 8.0.22.11, time stamp: 0x5aebc274
Faulting module name: ntdll.dll, version: 10.0.16299.402, time stamp: 0xd826f10d
Exception code: 0xc0000008
Fault offset: 0x00000000000a406a
Faulting process id: 0x2e7c
Faulting application start time: 0x01d3f7f03410c700
Faulting application path: C:\Program Files\WindowsApps\Adobe.CC.XD_8.0.22.11_x64__adky2gkssdxte\XD CC.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 66b190a7-720e-4ba5-b96b-9ea93a4138ed
Faulting package full name: Adobe.CC.XD_8.0.22.11_x64__adky2gkssdxte
Faulting package-relative application ID: App

I am using Windows 10 version 1709 (OS build 16299.431) with Intel GPU with driver version 20.19.15.4624 (with date: 8th March, 2017) with DDI version 12.

Is there any fix or workaround?

Preran

Author

Community Manager

Apologize for your experience. Can you check if all your graphic drivers have been updated by visiting the manufacturer's site?

If everything looks fine, send me your Adobe ID, location, and phone number over a private message. To send a private message, click my picture and use the Message button. We will get in touch with you for investigation.

Thanks,

Preran

R

robbi_k

New Participant

Hi,

I reinstall the graphic drivers and it is working smoothly now.

Thanks for your answer and great support.

António P. - Vanguardly

Inspiring

Greetings,

Since today, for no apparent reason, Adobe XD keeps crashing as soon as I open it.

It is the only app where that happens.

I've already uninstalled and installed back, issue remains.

Here is a quick GIF of the issue https://imgur.com/ESHl6Yk

If I open a XD file directly, the same happens but I get this error in the end (print https://i.imgur.com/ycKWEaz.png 😞

File system error (-2147219196).

Any help is appreciated.

Thank you.

System Specs:

Windows 10 Pro Insider Preview (64bit)
v1803 Build 17661.1001

CPU: Intel i7 2600k

GPU: Nvidia GForce GTX 960 2GB

RAM: 16GB

DISK: 256GB SSD / 1TB HDD / 512GB HDD

Preran

Author

Community Manager

Hi Apintocr,

From what I know, Adobe XD is not tested on the Beta builds of OS. I am guessing that the Insider Preview version is more of a prerelease build used for testing purposes.Let me know if I am mistaken in my assumptions.

Thanks,

Preran

António P. - Vanguardly

Inspiring

Hello Preran,

You are correct, Insider Builds are beta releases of the OS.

I understand that the software is not tested using beta builds of the OS.

I'm convinced this is not related to the version of the OS as I've checked the Insiders Hub community and found no similar reports, this is also the only app I'm having problems with.

I understand we might not find a solution if the issue is OS related.

Can you try to help me find the issue?

Thank you for your time.

S

Satilan

New Participant

I have Windows 10 pro.

I installed the XD Beta months ago and it worked. After updating to the official release, it stopped working.

Every time I launch the application it opens a white window that stays open for a few seconds and then closes.

Things I have already tried:

1. Uninstalled and reinstalled the app, including erasing all data

2. Updated to the latest version of CC and XD

3. Updated my graphics card drivers

4. Disconnected from network, proxy etc.

5. Updated my Windows 10 to the latest version

Please Help!

Preran

Author

Community Manager

Thank you for taking care of the initial troubleshooting.

Can you try doing a clean installation of Adobe XD? Uninstall Adobe XD using the CC cleaner Use the Creative Cloud Cleaner Tool to solve installation problems , and reinstall the software using your CC desktop app. Let us know how it went.

Thanks,

Preran

S

Satilan

New Participant

Hi Preran

Thank you for the quick reply. Unfortunately, the cleaner tool didn't work. When I ran the tool after uninstalling the application, it didn't even appear in the list of applications to clean.

I then tried installing XD and then using the tool, this time the application did appear in the cleaner so I removed it with the tool, but when I installed it again it still didn't work.

I restarted my computer between each action.

please help!

Thanks

Yaron

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