When I create a new file or open a file, I cannot do anything with XD.

Community Beginner ,
Apr 19, 2022 Apr 19, 2022

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I can open the latest XD v50, but whatever I create a new file or open a file, it just show the A4-like blank page. Then I can do nothing but minimize and maximize. All the menu cannot be clicked, even the close button. I have to use task manager to kill the process.

I wonder why and how to resolve this problem.

I recoveried Window 10 & 11 to reinstall XD, but all the same.

 

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Crash on windows

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correct answers 1 Correct answer

Community Beginner , Apr 20, 2022 Apr 20, 2022
I think I solve the problem. I disabled windows defender firewall and reinstalled the CC & XD. Then I can normally use the XD as usual! When I install XD from internet, the windows defender firewall maybe blocked some files that causes failure to start XD properly.

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Adobe Employee ,
Apr 19, 2022 Apr 19, 2022

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Hi Betterun,

Sorry to hear about the trouble. Please try the steps shared below:
  1. Sign out of XD and CC Desktop app.
  2. Close CoreSync and all Adobe-related processes from the Task Manager.
  3. Reboot the computer.
  4. Sign back in on the CC Desktop app and launch XD from there and check again.
If that doesn't work either, please collect and share system logs the logs  

from Log Collector tool to help us troubleshoot any issues you are facing with your Creative Cloud apps.
Hope it helps,

Regards,

Ashwini

 
 
 

 

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Community Beginner ,
Apr 20, 2022 Apr 20, 2022

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Thank you for reply. I tried the steps but still nothing happened.

So I uploaded the system log file, pls check it and help me. THX

(Pls change the filename extension to .zxp)

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Community Beginner ,
Apr 20, 2022 Apr 20, 2022

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The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20220420_072430_772-win-GS.zxp

 

Thank you

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Adobe Employee ,
Apr 20, 2022 Apr 20, 2022

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Hi Betterun,

Could you plaese upload the system and adobe logs t to this id: mhiremat@adobe.com, for further investigation

Thanks,

Ashwini

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Adobe Employee ,
Apr 20, 2022 Apr 20, 2022

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HI Betterun,

Could you please attach the Adobe logs, here is the path.

 Win: %userprofile%\AppData\Local\Packages\Adobe.XD.XXXX\LocalState\AdobeXD.log
Bug has been logged form our end, and our developers will look into it  ASAP.

 

Thanks.
Ashwini

 

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Community Beginner ,
Apr 20, 2022 Apr 20, 2022

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I think I solve the problem.
I disabled windows defender firewall and reinstalled the CC & XD.
Then I can normally use the XD as usual!

 

When I install XD from internet, the windows defender firewall maybe blocked some files that causes failure to start XD properly.

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Adobe Employee ,
Apr 20, 2022 Apr 20, 2022

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Hi Betterun,

Glad that issue has been resolved! Happy XD..

 

Regards,

Ashwini

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