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Unable to launch Adobe XD on macOS.

Forum|Forum|6 years ago
March 26, 2019
16 respuestas
129669 visualizaciones

Hi there,

I haven't opened Adobe XD in a while but tried to yesterday and today and have yet been unable to. The icon will bounce a few times then remain stuck in a "not responding" state (See attached screenshot). I'm wondering if I had too many files open or something? Maybe my mac can't load everything into memory that was open? I tried uninstalling, but it didn't help. I'm running MacOS 10.15.3. XD is version 28.4.12.3.

Any ideas? Wondering if I can somehow drop all the files that XD has open somehow?

EDIT: After letting it run for a while in that not responding state, it finally crashed. I added a screen cap of the crash report.

{Renamed By MOD}

Crash on mac

Este tema ha sido cerrado para respuestas.

Mejor respuesta de Rishabh_Tiwari

Thank you for sharing the solution that worked for you. This might help our customer in resolving the problem.

Thanks,

Harshika

Hi there,

Please ensure you are using the latest version of Adobe XD. If you need help with updating the app, see- Update apps to the latest release of Adobe Creative Cloud.

If you have the latest update, or if updating did not solve the issue, try the following solutions in the order in which they are listed:

Perform a clean install:
- Uninstall XD using the Adobe Cleaner Tool and re-install the application. Open XD to see if the issue has been resolved.
Boot your computer in the safe mode
- Try booting the system into Safe Mode (https://helpx.adobe.com/in/x-productkb/global/start-safe-boot-mode-mac.html) and check how it works there. Booting the system in safe mode performs certain checks, and prevents third-party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins, or web extensions on your computer which are possibly causing this issue.
Log in to the root account and see if the application works
- Log in to the root account (https://support.apple.com/en-in/HT204012). Check how the application works there. If it works fine, it's probably an issue with your profile, We recommend creating a New User Profile and testing the application.
If nothing helps, then please share the system logs by following the steps shared here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html. We’ll investigate and share the next course of action.

Just in case, if you aren’t comfortable performing these procedures on your own, you can contact Adobe Tech Support using this link https://adobe.ly/2WYE62m. Use the chat button on the page to get started.

Regards

Rishabh

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Peter Villevoye

Community Expert

It might be related to Adobe's user license authentication, but also auxilliairy user dependent stuff.

Since you mentioned that Sketch is also having problems, the one thing they both share are fonts.

Are you using some font management tool ?

Could you disable all user activated fonts ?

To be sure, sign out in the Adobe CC panel.

Restart Mac, sign into Adobe CC, open XD.

stevens42390705Autor

Participating Frequently

Weird. I restarted and signed out of adobe CC and the first time it wouldn't start, then it started fine. Go figure. If it starts getting slow again I'll let you know. The only thing I hadn't done at this point was sign out of adobe CC so that could have been it. I don't have any fonts installed so I didn't turn off user activated fonts and I'm not really sure how to. But it does seem to be moving a lot faster.

HARSHIKA_VERMA

Community Manager

Thank you for sharing the solution that worked for you. This might help our customer in resolving the problem.

Thanks,

Harshika

Peter Villevoye

Community Expert

Is it (again) never working ?

Meaning: is it likely XD won't open if you start it once again, right now ?

For the sake of testing, try setting up another user account in your System Preferences, then log in to that user and start any other Adobe application (I guess you have an Adobe CC subscription), in order to get authenticated by the Adobe CC underpinnings. Then open up XD and tell us what happens...

If XD opens fine in this user account, then the application has been installed correctly, but there might be something wrong in your normal user account. If XD also fails to open in this testing account, then there's something wrong on a higher level (application incorrectly configured at installation, certain Adobe library or authentication resources).

It's not a solution yet, but at least it will give us an inkling what to search for...

stevens42390705Autor

Participating Frequently

Will do. Sorry for the speradic replies. I haven't had too much time to focus on this. For what it's worth, Sketch isn't working either. Identital behavior. I'll let you know how the fresh account goes.

Dan Rodney

Community Expert

I know this sounds simple, but have you tried restarting your Mac? It's a simple troubleshooting technique, but I always try it first because it's amazing how many times it can actually help.

— Adobe Certified Expert & Instructor at Noble Desktop | Web Developer, Designer, InDesign Scriptor

stevens42390705Autor

Participating Frequently

Unfortunately no dice. I'll be uploading the logs after it crashes again.

Rishabh_Tiwari

Legend

Hi Steven,

Sorry to hear about the trouble. I'd request if you can share a few more details like;

Please share the system logs by following the steps shared in this article: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html
Please share crash logs by following the steps shared in this article: https://helpx.adobe.com/in/xd/kb/how-to-collect-crash-logs.html

We're here to help, just need more information.

Regards

Rishabh

stevens42390705Autor

Participating Frequently

Hi Rishabh,

I used the collector tool and I believe it sent some logs. I also found the logs in the console via the instructions in the second link. The last step says to "Right-click on the report file and click Reveal in Finder to get the logs which can be shared".

Where exactly should I share these logs?

best,

Steven

J

jabba_the_cluctch

Participant

Hello,
I've had a problem with Adobe XD for some time (probably few days). It doesn't want to run at all. There are two options how it behaves:
1. it doesn't start at all but displays an error report
2. it starts, but display loading symbol all the time and doesn't react to anything

What I've tried so far is:
1. Reinstallation XD
2. Uninstallation with all my personal settings and installed completely fresh XD
3. Complete uninstallation of Creative Cloud and all related programs like Illustrator and Photoshop
4. Cleaning Adobe hosts files
5. Installation of a previous version of Adobe XD

After dozens of attempts, still no result. On my mac book air everything works okay, when for more demanding tasks I switch to mac book pro, Adobe completely does not start. It is worth mentioning, that programs like Photoshop or Illustrator worked perfectly.

I'm throwing a screen of my setup:

I am completely cut off from work and don't know what to do next. Now I tried to get at least a bug report, but I can't. I don't think it's my system's fault, because it was formatted about 3 weeks ago and all the other programs work perfectly.

W

wozzyc59789472

Participant

Hello i keep getting a constant crash at start up and i tried using the cleaner tools and have uninstalled XD and reinstalled it multiple times and quite at my wits end
can anyone help me?

Process: Adobe XD [1852]
Path: /Applications/Adobe XD/Adobe XD.app/Contents/MacOS/Adobe XD
Identifier: com.adobe.xd
Version: 35.3.12.2 (35.3.12.2)
Code Type: X86-64 (Native)
Parent Process: ??? [1]
Responsible: Adobe XD [1852]
User ID: 501

Date/Time: 2021-01-12 02:36:16.995 +0700
OS Version: Mac OS X 10.15.1 (19B88)
Report Version: 12
Anonymous UUID: CD202D50-367D-9957-5302-B1D8451A3AD5

Time Awake Since Boot: 2800 seconds

System Integrity Protection: enabled

Crashed Thread: 0

Exception Type: EXC_CRASH (SIGABRT)
Exception Codes: 0x0000000000000000, 0x0000000000000000
Exception Note: EXC_CORPSE_NOTIFY

Termination Reason: DYLD, [0x5] Code Signature

Application Specific Information:
dyld: launch, loading dependent libraries

Dyld Error Message:
Library not loaded: @rpath/CommonInterop.framework/Versions/A/CommonInterop
Referenced from: /Applications/Adobe XD/Adobe XD.app/Contents/MacOS/Adobe XD
Reason: no suitable image found. Did find:
/Applications/Adobe XD/Adobe XD.app/Contents/MacOS/../Frameworks/CommonInterop.framework/Versions/A/CommonInterop: code signature invalid for '/Applications/Adobe XD/Adobe XD.app/Contents/MacOS/../Frameworks/CommonInterop.framework/Versions/A/CommonInterop'

/Applications/Adobe XD/Adobe XD.app/Contents/MacOS/../Frameworks/CommonInterop.framework/Versions/A/CommonInterop: stat() failed with errno=1
/Applications/Adobe XD/Adobe XD.app/Contents/MacOS/../Frameworks/CommonInterop.framework/Versions/A/CommonInterop: code signature invalid for '/Applications/Adobe XD/Adobe XD.app/Contents/MacOS/../Frameworks/CommonInterop.framework/Versions/A/CommonInterop'

Binary Images:
0x10f5a4000 - 0x113f3a707 +com.adobe.xd (35.3.12.2 - 35.3.12.2) <70CEA0A4-5477-31D3-83ED-FD971D8DA5E8> /Applications/Adobe XD/Adobe XD.app/Contents/MacOS/Adobe XD
0x11856a000 - 0x118570ff7 +org.cocoapods.GoogleUtilities (6.7.2 - 1) <5EA3FA2F-7DA0-37F5-9622-5A994599512B> /Applications/Adobe XD/Adobe XD.app/Contents/Frameworks/GoogleUtilities.framework/Versions/A/GoogleUtilities
0x118587000 - 0x11858efff +org.cocoapods.nanopb (1.30906.0 - 1) <37ED3CFC-F2AB-34EE-A78F-4F7029AE9212> /Applications/Adobe XD/Adobe XD.app/Contents/Frameworks/nanopb.framework/Versions/A/nanopb
0x11859d000 - 0x1185acff7 +org.cocoapods.FBLPromises (1.2.11 - 1) <9B3E4982-2B5D-3B35-B3B5-9AC3467529A8> /Applications/Adobe XD/Adobe XD.app/Contents/Frameworks/FBLPromises.framework/Versions/A/FBLPromises
0x1185d8000 - 0x1185e3ffb +com.adobe.AdobeCrashReporter (7.9 - 8.0.3) <C64B8E40-63FC-3F99-A783-A923A8418EBF> /Applications/Adobe XD/Adobe XD.app/Contents/Frameworks/AdobeCrashReporter.framework/Versions/A/AdobeCrashReporter
0x1259d5000 - 0x125a65b5f dyld (733.6) <DAFEA246-2F9A-3DCB-A37C-4246D4F92770> /usr/lib/dyld
0x7fff315d3000 - 0x7fff315d3fff com.apple.Carbon (160 - 162) <56A09CBE-D5EB-3918-B42B-B3ABFF52E1D1> /System/Library/Frameworks/Carbon.framework/Versions/A/Carbon
0x7fff31f9b000 - 0x7fff324aaffa com.apple.audio.CoreAudio (5.0 - 5.0) <73C7F0DD-8919-3056-AB1F-67705F942A04> /System/Library/Frameworks/CoreAudio.framework/Versions/A/CoreAudio
0x7fff37e57000 - 0x7fff37f1aff9 com.apple.Metal (212.2.3 - 212.2.3) <AA7DE079-2DFD-3E9F-A041-464CFBE1ABAE> /System/Library/Frameworks/Metal.framework/Versions/A/Metal
0x7fff37f1c000 - 0x7fff37f36ffc com.apple.MetalKit (141.1 - 141.1) <B210E250-B13F-3E6E-BD40-CAE44A1C131F> /System/Library/Frameworks/MetalKit.framework/Versions/A/MetalKit
0x7fff3f06c000 - 0x7fff3f3b2ff6 com.apple.security (7.0 - 59306.41.2) <FB3774D5-C940-35FB-960A-86253A01BDAE> /System/Library/Frameworks/Security.framework/Versions/A/Security

Model: MacBookPro14,1, BootROM 202.0.0.0.0, 2 processors, Dual-Core Intel Core i5, 2.3 GHz, 8 GB, SMC 2.43f7
Graphics: kHW_IntelIrisGraphics640Item, Intel Iris Plus Graphics 640, spdisplays_builtin
Memory Module: BANK 0/DIMM0, 4 GB, LPDDR3, 2133 MHz, 0x802C, 0x4D5435324C3531324D3332443250462D3039
Memory Module: BANK 1/DIMM0, 4 GB, LPDDR3, 2133 MHz, 0x802C, 0x4D5435324C3531324D3332443250462D3039
AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0x170), Broadcom BCM43xx 1.0 (7.77.106.3 AirPortDriverBrcmNIC-1435.3)
Bluetooth: Version 7.0.1f1, 3 services, 27 devices, 1 incoming serial ports
Network Service: Wi-Fi, AirPort, en0
USB Device: USB 3.0 Bus
Thunderbolt Bus: MacBook Pro, Apple Inc., 41.3

This is the Crash log

W

wozzyc59789472

Participant

Hi there,

Sorry to hear about the trouble. To investigate this further, will it be possible for you to share the system logs by following the steps shared here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Please add the logs to a shared location and share the link through DM.

Note: While sending DM, please add this discussion link in the subject.

Regards

Rishabh

Ive sent you a Dm with the system logs thank you for replying.

C

chelsit88227400

Participant

I am currently having problems with my adobexd. It's on version 16, and even after updating it still does not work. When I try to open it, it just automatically closes and crashes.

I have tried to reinstall Adobexd and signed in and out of my CC account as well.

I really need to use it for my projects and have no clue what to do. Would appreciate some help!

khrystynab24880285

Participant

I'd also faced that problem and reinstalling didn't helped me too.

Regístrese

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