Windows XD crashes when opening PSD

[thislooksgreat]

Hi, I've been on live chat and I reported this problem: XD crashes when opening certain PSDs. The person confirmed this is a problem caused by Adobe XD on Windows. On Mac, he says, the file opens. The only solution was for me to send him the PSD and he would convert it to an XD file and send it over.

What I've tried:

- reducing the number of layers and groups;

- importing just 1 artboard out of 100-150 that the PSD contains (by creating a separated PSD);

- clear layer styles, disable locked layers, no blending modes, no masks, no special attributes.

After all this, XD still crashes. I set up a log colector, but that's about that.

I tried talking to live chat countless times, but it's been closed for the past week or so.

Help?

[Preran Kumar]

Apologize for your experience. Just so that we understand what's happening on your browser, can you take a screenshot and post it here?

Also, send me your Adobe ID, location, and phone number over a private message. We will get in touch with you for investigation. To send a private message, click my picture and use the Message button.

Thanks,

Preran

[thislooksgreat]

Sent!

[Preran Kumar]

Was your issue resolved? If so, can you post your solution here?

Thanks,

Preran

[thislooksgreat]

Nobody helped so no, the problem is not fixed. You did not respond to my PM after I sent the link.

[Atul_Saini]

Hi there, sorry for the delay in response, could you please enable the crash dumps and share it with us using CC or Dropbox. Please find the instructions here: - How to generate Crash dump on a Windows machine.

Thanks,

Atul_Saini

[thislooksgreat]

Is the log collector tool ok as well? Log Collector Tool

[Atul_Saini]

Crash dump is the one which we would need to diagnose the exact problem here, please use this link: How to generate Crash dump on a Windows machine. We'll certainly let you know in case we need log collector logs as well.

Thanks,

Atul_Saini

[Atul_Saini]

Hi there, sorry for the delay and waiting patiently, I would request you to try the steps mentioned on this link: - Adobe XD shows white screen after launch and crashes on Windows and update this discussion with the results.

Thanks,

Atul_Saini

[thislooksgreat]

I sent a ticket and the guys at Support asked for a DxDiag. I just sent it in. The problem replicates so there's nothing special about my system.

[Ares Hovhannesyan]

Is XD able to open empty PSD files?.

[thislooksgreat]

Yep. And it opens most PSDs, just not big ones. I have a 7700k at 4.8 with 64 Gb of RAM and a GTX 1080 Ti.