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
266248 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

wallacio

Participant

First ever install of XD. I cannot open an XD document, or even start the application from the Start Menu. The splash screen loads, then immediately closes.

I have uninstalled/reinstalled XD, rebooted PC, checked for firewall/blockers etc. Every other Adobe CC app I have (Ps, Ai, In, Acrobat) works fine.

Logs from Log Collector tool available on request.

Error in Windows Event Log:

Faulting application name: XD.exe, version: 30.2.12.3, time stamp: 0x5ef403e8
Faulting module name: ucrtbase.dll, version: 10.0.18362.815, time stamp: 0x32a6df9a
Exception code: 0xc0000409
Fault offset: 0x000000000006db9e
Faulting process ID: 0x2854
Faulting application start time: 0x01d65145aaabdd55
Faulting application path: C:\Program Files\WindowsApps\Adobe.CC.XD_30.2.12.3_x64__adky2gkssdxte\XD.exe
Faulting module path: C:\WINDOWS\System32\ucrtbase.dll
Report ID: ff4260b0-9848-4f44-bde8-8a6959c45dd5
Faulting package full name: Adobe.CC.XD_30.2.12.3_x64__adky2gkssdxte
Faulting package-relative application ID: App

Rishabh_Tiwari

Community Manager

Hi there,

Sorry to hear about the trouble, we'll try our best to help you with it. Could you please try the suggestions shared here: https://community.adobe.com/t5/adobe-xd/troubleshooting-adobe-xd-crashes-white-screen-on-launch-on-windows-10/m-p/10602095#M16102

Let us know if this helps or if you need any further assistance.

Regards

Rishabh

wallacio

Participant

Hello Rishabh,

I read this article after searching the forums/Google for solutions but felt that the conditions were different. The DLLs mentioned (ntdll.dll, twinapi.appcore.dll) are not mentioned in the error that's logged on my machine.

I checked for the registry key in the variants of (Software\Microsoft\Windows\CurrentVersion\Policies\Associations) but no key with the name 'BlockProtocolElevation' exists in my registry.

I'm not comfortable with any further hacking of my production machine, I rely on it for income!

P

perrybrus

Inspiring

After last XD update the software crashes all the time for no appearant reason. I've had countless crashes and they also occur when the software isn't being used but minimised.

W10 Pro. Version 1909. OS Build 18363.900

XD 30.1.12.4

HARSHIKA_VERMA

Community Manager

Hi PerryBrus,

We are sorry to hear you are facing crash issues with XD. Would you mind trying the steps suggested in this post and see if that helps?

If that doesn't help, please get in touch with our support team using this link: https://helpx.adobe.com/in/contact.html so that you can get the immediate assistance on the issue.

Hope it helps.

Thanks,

Harshika

B

bhardie

Participant

I've spent over 10 hours following every recommendation online. I have the most recent updates on Windows 10. (Version 10.0.18362 Build 18362)

I have the most recent version of Adobe XD (30.0.12)

I've looked at graphics drivers (all updated), and even tried disabling them. I've looked at registry files - though those directions don't work. I've restarted my machine countless times.

Creative Cloud launches but then closes if you try to start a new file, open an exiting file stored on the computer, or open a cloud document. All of them show a screen with nothing on it, then shuts down with no prompt.

Rishabh_Tiwari

Community Manager

Hi there,

We're so sorry to hear about the trouble. Could you please check if you have tried all the steps suggested here: https://community.adobe.com/t5/adobe-xd/troubleshooting-adobe-xd-crashes-white-screen-on-launch-on-windows-10/m-p/10602095?page=1#M16102

If yes, I'd request you to contact us directly using this link:https://helpx.adobe.com/contact.html

Regards

Rishabh

B

bhardie

Participant

I did try all of those steps before i posted here. Nothing has worked.

S

sauravsharma095

Participant

i just updated xd yesterday and now its not opening . a white screen appears and than nothing happens

earlier it was running fine my windows is win 10 version 1909

Preran

Author

Community Manager

Hi Saurav,

I am sorry to hear about your experience. Can you try the solutions in https://community.adobe.com/t5/adobe-xd/troubleshooting-adobe-xd-crashes-white-screen-on-launch-on-windows-10/td-p/10602095?page=1 and let us know if they helped?

Thanks,

Preran

L

loolazoola

Participant

Same problem here. Allready tried all that. Nothing help

A

al112

Participant

always force close app when i try to open adobe xd, white screen after that gone

HARSHIKA_VERMA

Community Manager

Hi there,

We are sorry to hear you're having trouble opening Adobe XD. We would request you to please try the solution suggested in this post: https://community.adobe.com/t5/adobe-xd/troubleshooting-adobe-xd-crashes-white-screen-on-launch-on-windows-10/td-p/10602095

Let us know if that helps.

Thanks,

Harshika

S

Suporte Tecnocomp

Participating Frequently

O problema continua

Por favor, preciso de uma solucao.

S

Suporte Tecnocomp

Participating Frequently

Adobe XD was working fine, but after the update, he just closes when i try.

HARSHIKA_VERMA

Community Manager

Hi there,

We are sorry to hear you are having trouble launching XD. We would request you to please share the screenshot of your about XD info page. In the meantime, could you please try the solution suggested in this post: https://community.adobe.com/t5/adobe-xd/troubleshooting-adobe-xd-crashes-white-screen-on-launch-on-windows-10/td-p/10602095 If that doesn't help, please share the asked information.

We will try our best to help.

Thanks,

Harshika

S

Suporte Tecnocomp

Participating Frequently

Hi, Harshika.

I try all the steps in this link.

https://helpx.adobe.com/ca/xd/kb/adobeXD-launches-into-white-screen-on-windows.html.

but those solutions don't work.

N

Nada Alsharqawi

Participant

I had a problem to open XD since the latest update any help please???

HARSHIKA_VERMA

Community Manager

Hi Michael,

Sorry to hear you are experiencing crash issues in XD. Would you mind telling us if it's crashing on launching XD? Please try the steps mentioned here: https://community.adobe.com/t5/adobe-xd/troubleshooting-adobe-xd-crashes-white-screen-on-launch-on-windows-10/td-p/10602095?page=1

If that doesn't help, please share the screenshot of your about XD info page. We will try our best to help.

Thanks,

Harshika

H

Hritik Bhandari

Participant

I have an Asus Vivobook S15 S530. I have all other Adobe Softwares running that I installed from Creatve Cloud but Adobe XD doesn't work. A white screen just flashes and it shuts down. I have tried all the Trouble shoot Methods properly.

Also, my Windows Registry doesn't have any value named "BlockProtocolElevation" at the given location as mentioned in troubleshooting steps. Please help, its really urgent for me.

{Renamed By MOD}

Rishabh_Tiwari

Community Manager

Hi Hritik,

Sorry to hear about the trouble. Could you please try the suggestions on this similar discussion: https://community.adobe.com/t5/adobe-xd/troubleshooting-adobe-xd-crashes-white-screen-on-launch-on-windows-10/td-p/10602095?page=1

Let us know if this helps or if you need any further assistance.

Regards

Rishabh

Radu Bartan

Participant

I've been having this problem for a while now. Just got confirmation from my administrator that they have purchased an enterprise XD subscription for me - yet I still can't get XD to work.
Any help would be greatly appreciated.

Thanks

Radu.

HARSHIKA_VERMA

Community Manager

Hi Radu,

We are sorry to hear you are having trouble launching Adobe XD. Would you mind trying the suggestions mentioned in this post: https://community.adobe.com/t5/adobe-xd/troubleshooting-adobe-xd-crashes-white-screen-on-launch-on-windows-10/td-p/10602095?

If that doesn't help, could you please share the OS and XD version of your machine? We will try our best to help.

Thanks,

Harshika

D

dboss2020

Participant

Hey guys

I've tried reinstalling XD multiple times, I've tried deleting the Adobe folder along with the XD data folders but to no avail. I've also attached the error log I'm seeing from my Events viewer in Windows 10.

It's complaining about twinapi.appcore.dll within XD.exe.

Has anybody seen this before? Every other adobe application seems to work fine.

Event viewer info below

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2020-04-23T00:25:11.423165600Z" />
<EventRecordID>50356</EventRecordID>
<Channel>Application</Channel>
<Computer>Desktop</Computer>
<Security />
</System>
- <EventData>
<Data>XD.exe</Data>
<Data>28.6.12.3</Data>
<Data>5e98a193</Data>
<Data>twinapi.appcore.dll</Data>
<Data>10.0.18362.693</Data>
<Data>d9f9dc8c</Data>
<Data>c000027b</Data>
<Data>00000000000d63e8</Data>
<Data>4a8</Data>
<Data>01d619059d4e7515</Data>
<Data>C:\Program Files\WindowsApps\Adobe.CC.XD_28.6.12.3_x64__adky2gkssdxte\XD.exe</Data>
<Data>C:\Windows\System32\twinapi.appcore.dll</Data>
<Data>75095907-81b6-4a1e-93fd-66455685814f</Data>
<Data>Adobe.CC.XD_28.6.12.3_x64__adky2gkssdxte</Data>
<Data>App</Data>
</EventData>
</Event>

HARSHIKA_VERMA

Community Manager

Hi there,

We are sorry to hear you are facing trouble with XD crashing on launch. Would you mind confirming if you have tried the solution no 4 from this help article: https://helpx.adobe.com/xd/kb/adobeXD-launches-into-white-screen-on-windows.html?

Let us know if that help. We will try our best to help.

Thanks,

Harshika

D

dboss2020

Participant

Hello

Yes, I've followed solution 4 to the exact details. I am still getting the error, I've uninstalled and reinstalled atleast 4 more times after following the same instructions. I've uninstalled my entire visual studio suite as well.

<Channel>Application</Channel>

<Computer>DeskTop</Computer>

</System>

<Data>twinapi.appcore.dll</Data>

<Data>C:\Program Files\WindowsApps\Adobe.CC.XD_28.6.12.3_x64__adky2gkssdxte\XD.exe</Data>

<Data>C:\Windows\System32\twinapi.appcore.dll</Data>

<Data>Adobe.CC.XD_28.6.12.3_x64__adky2gkssdxte</Data>

</EventData>

</Event>

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