Unable to launch XD on macOS monterey

[joaoc15139775]

Already tried to uninstall and install it again and the problem persists.  A white screen appears and can't do or click on anything. The only way out is to force quit the app. Any help? 

[Spas K.]

When did this start happening? Was it after an update? Have you tried relogging into Creative Cloud?

[joaoc15139775]

Started happening a few months ago, I don't use XD very often, maybe it was after an update, don't remember, I've tried to solve this with adobe support but they usually tell me to uninstall and reinstall and I always end up doing the job with illustrator. This time I really want to get this right. Current OS monterey 12.4.

[Spas K.]

Have you also tried the last resort Creative Cloud Cleaner tool? I'm not on a Mac, maybe someone else can pitch in, but it's either an issue with Xd properly connecting with the CC servers, or some corrupt core CC file(s). It's not a guarantee and it's a hassle, but removing everything and installing from scratch has a good chance of working.

[joaoc15139775]

been there, done that.. still the same issue...

[HARSHIKA_VERMA]

Hi @joaoc15139775,

We understand your frustration. We have a dot release today. Please update XD to the most recent version (XD 55.1) and let us know if the problem persists.

We will make every effort to help you.

Thanks,

Harshika

[joaoc15139775]

Thanks @HARSHIKA_VERMA 

Already done the update (XD 55.1), still the same... 😞  

[HARSHIKA_VERMA]

Sorry for the delay in response, @joaoc15139775. Would you mind clean uninstalling the whole Creative Cloud apps using the Cleaner tool (https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html) and reinstalling them from the Creative Cloud Desktop app (https://helpx.adobe.com/download-install/using/download-creative-cloud-apps.html)?

Also, remove any residual Adobe folder & files from the following location:

macOS:

1. (Clear user library) Shift + CMD+ G [Go to Folder]~/Library
    - Delete folder:~/Library/Application Support/Adobe & any com.adobe files in the Application Support folder
    - Delete folder: ~/Library/Caches/Adobe & any com.adobe.plist files in the Caches folder
   - Delete folder: ~/Library/Preferences/Adobe & any com.adobe.plist files in the Preferences folder
   
   
2. (Clear system library) Shift + CMD+ G [Go to Folder] /Library
    - Delete folder: /Library/Application Support/Adobe & any com.adobe files in the Application Support folder
    - Delete folder: ~/Library/Caches/Adobe & any com.adobe.plist files in the Caches folder
    - Delete folder: ~/Library/Preferences/Adobe & any com.adobe.plist files in the Preferences folder

Note: Location starting with this "~" sign indicates the User Library, which is hidden. So, you need to copy & paste the exact path in spotlight search or from Finder Menu > Go > Go to Folder > Paste the location in the dialog box like this:

Let us know how it goes. I will be looking forward to your response.

Thanks,

Harshika

[joaoc15139775]

Hi, have done the cleaning and now it's worst, I can't install any adobe app with the creative cloud app. 

[HARSHIKA_VERMA]

That's strange, and we'll definitely take a look into the issue. Could you please get in touch with us directly using our contact support page so that we can remote into your system and help you on a 1:1 basis?

Thanks,

Harshika