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gabrielpal
Participating Frequently
January 31, 2017
Answered

Adobe XD not starting after update

  • January 31, 2017
  • 15 replies
  • 6262 views

Today I received an update for the XD via the desktop app. The update process went well without errors, but since then XD is not starting. The program itself starts and remains white for a couple of seconds, and after that it shows the following message:

Please uninstall and reinstall the product.

If the problem still occurs, please contact Adobe technical support for help.

http://www.adobe.com/support

I uninstalled and reinstalled XD a couple of times and rebooted after every installation, but the problem still remains. Any suggestions on this? Thanks.

This topic has been closed for replies.
Correct answer elainecc

Hi, everyone-

I have exciting news to share! We just released a fix for this issue for our Windows 10 users. Please go to the Creative Cloud desktop app, click on the gear, and select "Search for App Updates." You should be able to download the fix and use XD!

Thanks,

Elaine Chao

Product Manager

Adobe XD

15 replies

A
Anonymous
February 6, 2019

Everyone who is a UX UI Designer and a subscriber to the full adobe suite, should be reimbursed for a minimum of 1 month for the Adobe XD failure.


I had to redesign a project Axure RP, after starting it in Adobe XD. Adobe is losing their touch.

A
adamambengue
Participant
January 16, 2018

GOOD NEWS !

I figured out a way to fix the problem.

I have a NVIDIA Graphic Card, so i went to the settings of the Graphic Card and tried to reset all the parameters (I set Processor selection to Auto also).

IT WORKED FINE FOR ME.

elainecc
elaineccCorrect answer
Participating Frequently
February 8, 2017

Hi, everyone-

I have exciting news to share! We just released a fix for this issue for our Windows 10 users. Please go to the Creative Cloud desktop app, click on the gear, and select "Search for App Updates." You should be able to download the fix and use XD!

Thanks,

Elaine Chao

Product Manager

Adobe XD

B
benoitb65187475
Participant
February 8, 2017

Hello Elaine Chao,

I just uninstall and reinstall the latest version of XD and I still can't open my files.

I have the exact same message asking to uninstall and reinstall the product.

Any suggestions on this?

Thanks.

    elainecc
    elainecc
    Participating Frequently
    February 11, 2017

    Hey, benoitb65187475-

    There's another problem that some people might experience that has the same behavior. Could you be hitting upon this one?

    https://helpx.adobe.com/experience-design/kb/adobe-xd-prompts-to-uninstall-and-reinstall-the-product---window.html

    -Elaine

    A
    Anonymous
    February 6, 2017

    Getting the exact same issue here.

    Bummer too - because before the update I was having a blast using the app!

    O
    OwenModamwen
    Participant
    February 4, 2017

    I'm having the same issue! My adobe xd application won't open after the update.

    K
    katyas35001788
    Participant
    February 2, 2017

    Hi! I had the same problem. I try a lot of ways to solve it, but really what helped me in this situation is to create one more windows account without spaces (only email) and than install the XD app. You should know, to install the app on other account, you must uninstall it on the previous and it will work. I will be glad if my information helps you.

    G
    gabrielpalAuthor
    Participating Frequently
    February 2, 2017

    Hey, that maybe works, but that's a temporary solution which is not accepted by me. I mean, I pay a monthly subscription for Adobe CC applications and services so I'm waiting for a more "official" solution.

    elainecc
    elainecc
    Participating Frequently
    February 3, 2017

    Hey gabrielpal​

    Totally understand you here, and we're working hard to provide a solution. We're currently a free beta, but we are trying to provide the best experience for you. Please upvote the story in UserVoice to get an Email when we have a solution for you!

    [Windows] XD does not launch for users with spaces in their home directory (G14490) – Adobe XD Feedback : Feature Reques…

    Thanks,

    -Elaine

    Product Manager

    Adobe XD

    T
    Thom Hayes
    Inspiring
    February 2, 2017

    I've just found that files do open, eventually, after roughly 3 minutes? I just left the screen white in the background and eventually the file loaded. It's not a file size issue, as its the same with brand new tiny XD files. Once they are open, they work fine, but saving them again takes some time.

    Not sure if that helps anyone...

    elainecc
    elainecc
    Participating Frequently
    February 1, 2017

    Hey, everyone-

    We're currently investigating a fix and are working hard to get it out to you guys as soon as possible. Please do upvote this story on UserVoice if you're interested in getting an Email once we fix the issue and make it publicly available.

    [Windows] XD does not launch for users with spaces in their home directory (G14490) – Adobe XD Feedback : Feature Reques…

    -Elaine

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    dohertydan
    Participant
    February 1, 2017

    Same problem with the update.  will someone let us know when there is an update to fix it?

    G
    gabrielpalAuthor
    Participating Frequently
    February 1, 2017

    I've found this issue here which is exactly the same as mine (as it seems). It says that the reason for this issue is if you have multiple accounts on your computer, all the accounts must have the same XD version installed. I have only one account on my computer, which is the administrator, so I don't know if this is the real issue.

    CoreyRLucier I also want to ask, what is the difference between the XD which I install from the desktop app and the XD that is available on Adobe Prerelease. I used to have the one from the pre-release site before XD became available on the desktop app, but since then I have removed it, cause I noticed that they were 2 different installations.

    M
    MrJoelKelly
    Participant
    February 1, 2017

    That issue is only where different versions are installed across different user accounts. I've tested the issue with spaces in your username by creating multiple additional user accounts and installing Adobe XD as a new installation - Worked fine on those without a space and crashed on those with a space.

    G
    gabrielpalAuthor
    Participating Frequently
    February 1, 2017

    So the solution for now is to remove the space from my account name?

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