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XD keeps crashing regularly (Windows 10)

Forum|Forum|5 years ago
August 23, 2020
27 replies
35524 views

I am running Windows 10 on a GTX 1080 Ti. I've had this issue since a very long time. The latest graphic drivers are installed (released 17/08/2020). XD is updated too.

Crashes seem to happen randomly, ie when resizing a layer and even when just moving a layer. I cannot use XD at all because of this problem. If actively wanting to work on a project XD lasts no longer than 5 minutes before it crashes.

I keep pressing the Send Report button after the crash since weeks but never heard back from anyone and the crashes weren't fixed in the recent XD updates.

What can I try to fix this problem?

Correct answer Rishabh_Tiwari

Hi Kevin,

We're so sorry to hear about the trouble. We'll need to identify the root cause of the crash, so could you please share a few more details like:

The version of XD.
Is it crashing while working on a specific file or multiple files?
Please ensure that you have the latest graphic card drivers as per the manufacturer's website.
If it is already up to date, please collect system logs by following the steps shared: here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html
We'll also need the crash dump, so please enable the crash dump by following the steps shared here: https://helpx.adobe.com/xd/kb/how-to-generate-crash-dump-on-windows-machine.html and wait for the application to crash. Once the application crashes, please collect the crash dump file from this location: Start > Run > %localAppdata%\Packages\Adobe.CC.XD_adky2gkssdxte\AC\Dumps

Note: Please add the system logs and crash dump to a shared location like Google Drive or DropBox and share the link through DM, by clicking on my name.

Regards

Rishabh

Show previous replies

Sunny_Eagle5ED5

New Participant

I very surprised to see that this complaint is 8 months old and people are still having the same problem.

I started a gigantic project on it, but I can't work more than an hour without crashing. And it doesn't even get laggy or gives any warning like the software isn't respondind or something. It just shuts down out of nowhere.
I give up. Swapping to Figma.

V

Vladimir212

Known Participant

This happened to me also so I updated XD to the latest version and to be absolutely sure I also updated my Windows 10 as well and now everything works perfectly. In my opinion, XD is superior to Figma in every way but yeah, you can use whatever tool that suits your needs : )

T

TempTroy_UX

New Participant

any resolution coming for this anytime soon? i have too much, too deep into XD to just start over or import into another design tool...i just back up frequently and hit save A LOT. there is no pattern to it, it just crashes for no reason.

A

Alexander5E5E

New Participant

Also crashing for me multiple times a day... I turned off Cloud saving to see if this works. I am not trusting this feature anymore, since I loose my progress every time and I also had cases where I had to reload an older version of a Cloud saved file, because it only showed a white screen. I am expecting that the file breaks completely at some time. Was sending several crash reports to Adobe in the last weeks.

Windows 10 Pro Version 20H2, Adobe XD Version 38.0.1.2

P

Patrik5E73

New Participant

Same here. Crashing for no appearent reason. I may have to suggest Figma at next team review.

L

Leanne5CE2

Known Participant

I am having the same issue on Mac Big Sur 11.2.3

H

Hamaturare

New Participant

Hi My adobe XD takes too long to open, and when it opens it takes forever to do any task. I'm using windows 10 my PC is very good.
The other Adobe softwares work very nicely, but I can't use Adobe Xd.
When I try to do any taks inside XD it takes a long time and often my mouse transforms on the blue loading icon, if you know what I mean 🙂 And then it usualy crashes .
I hope anybody knows something that could help. None of the slow problems reported her seems to be the same.

Thanks

HARSHIKA_VERMA

Community Manager

Hi there,

We are sorry to hear you are experiencing performance issues with XD. Would you mind sharing the screenshot of your about XD info page? Does that happen with a specific file or all the files?

Please try the below steps and let us know if that helps-

Sign out of XD and Creative Cloud Desktop app.
Quit Creative Cloud Desktop app and kill all related processes from Task Manager.
Delete temp files by going to run(Win+r) then %temp%
Restart the machine.
Sign back to both XD and Creative Cloud.

We will try our best to help.

Thanks,

Harshika

N

Neel5FAB

New Participant

I have the same issue files kept loading can't do anything other than close.

K

Kevin5FFC

Participating Frequently

SAME issue! I send a report each time. you shoudl have aroudn 20-30 logs a day form me. FIX it please!

Rishabh_Tiwari

Correct answer

Community Manager

Hi Kevin,

We're so sorry to hear about the trouble. We'll need to identify the root cause of the crash, so could you please share a few more details like:

The version of XD.
Is it crashing while working on a specific file or multiple files?
Please ensure that you have the latest graphic card drivers as per the manufacturer's website.
If it is already up to date, please collect system logs by following the steps shared: here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html
We'll also need the crash dump, so please enable the crash dump by following the steps shared here: https://helpx.adobe.com/xd/kb/how-to-generate-crash-dump-on-windows-machine.html and wait for the application to crash. Once the application crashes, please collect the crash dump file from this location: Start > Run > %localAppdata%\Packages\Adobe.CC.XD_adky2gkssdxte\AC\Dumps

Note: Please add the system logs and crash dump to a shared location like Google Drive or DropBox and share the link through DM, by clicking on my name.

Regards

Rishabh

K

Kevin5FFC

Participating Frequently

Any conclusions? I completed all the steps recommended and sent the files.

It is still an ongoing problem.

R

Rafał5E87

New Participant

Those crashes are becoming unbearable. Im starting to get into workflow and it crashes again and again.
Im seriously considering canceling my sub and going somewhere else which is a shame...

elainecc

Community Manager

Sorry to hear that you're still hitting this issue. We want to make sure that these issues are taken care of. A large number of crashes you're describing could be due to a generic GPU driver in Windows; when the GPU and the OS disagree on certain types of graphical commands, Windows will panic and kill the application. A great way to start troubleshooting is to upgrade your drivers from your graphics card manufacturer's site, as I'm sure our support team has suggested.

If this still doesn't help, I'd suggest enabling full dumps on your Windows machine, getting XD to crash again, and then contacting Customer Support (or reaching out here) to get a ticket filed with our team. You'll also need to run the Creative Cloud Log Collector Tool and report the local time that the crash occurred (plus your time zone) to make an investigation possible.

Hope that helps!

-Elaine

T

Teodor S

New Participant

Hello, bumping this up since for the last few days it went from 5 - 6 crashes per day (managable ammount) to crashing at 30+ times, which drives me crazy.... The issue happens when the app is trying to autosave docs on the cloud (almost certain this is the issue), and in the meantime I continue working on the design. First it freezes for 5-10 secs, then auto closes (including all opened instances of opened docs, not only the one i was working on), then upon reopening i am getting the send crash report feature. At least the autosave is always really auto saving, so at least i am not loosing progress of my work. The issue doesnt occur when working on local files which is not ideal but at least allows me to get some work done...

PS: i am running XD on Windows 10

Do we have any idea how long until we get an update that works properly?

H

hayungs

Known Participant

At this point I'm pretty used to 8-12 crashes per day, but hey, at elast we are not paying for it or something...

C

chelbib95361659

New Participant

Well, I am

G

Gnarza Digital

New Participant

What is going on Adobe? I have had to recreate things like 5 times today. Switching to Figma until this gets fixed. Get it together if yall ever plan to compete with Sketch + Figma.

Rishabh_Tiwari

Community Manager

Hi there,

We're so sorry to hear about the trouble. Could you please share a few more details like:

Is this happening on a specific file or multiple files?
If you are on the latest version of XD which is 36.2, then, please collect the system logs by following the steps shared here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html
Please enable the crash dump, by following the steps shared here: https://helpx.adobe.com/xd/kb/how-to-generate-crash-dump-on-windows-machine.html once XD crashes, please collect and share the logs from this location: %LocalAppData%/crashdumps

Note: Please add the logs to a shared location like Google Drive or DropBox and share the link through DM by clicking on my name. Please add this discussion link in the subject.

Regards

Rishabh

A

Andres5CE2

New Participant

Have you got a computer? perhaps you could install XD and see for yourself?
I'm pretty sure you can work for a while with it and see how many times it crashes per hour 😉
No need to ask for reasons to delay how bad this program performs...

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