XD not working - no artboards

Report · Nov 07, 2016

I've just downloaded the latest version of XD, went to try the tutorial, nothing, blank screen.

i can't draw artboards, just get a grey pasteboard. same when trying UI kits or templates.

have un/re-installed three times now.

any ideas?

Report · Nov 07, 2016

Hi Scott,

This is the first we've seen of this particular issue, it looks like the design surface isn't rendering at all.

Had previous versions been working for you?

Can you post your OS version, and stats on your Graphics card? Basically a screenshot of 'About this Mac' would suffice and the first page of the Hardware Overview of the System Report if possible?

Thanks in advance.

Best,

Corey L,

Adobe Systems, Inc.

Report · Nov 07, 2016

Hi Corey;

weird isn't it...previous version worked fine to my knowledge, haven't really had to use XD properly yet, but thought i'd give it a go tonight and do the tutorial, and found this problem. here's a screenshot of my spec.

out of interest, i booted up new photoshop and am having a similar issue, can't use dartboards....

Report · Nov 07, 2016

oh and i'm on el capitan 10.11.6

Report · Nov 07, 2016

Can you paste the output of the 'Graphics/Displays' portion of the System Report? If Photoshop is also having issues, then I feel there may be something up with your Open GL driver or graphics hardware.

Report · Nov 07, 2016

ok....this isn't sounding good.

Report · Nov 07, 2016

All very useful but nothing jumps out. If other apps are misbehaving and something is wrong with your graphics subsystem then there is not much I can advise at the moment.

If you have spare cycles, it's possible that there's relevant information in your Mac log that could help us diagnose this.

Run XD and repro the problem (perhaps load one of the UI kits).
Use Spotlight to bring up Console.app (or open it from /Applications/Utilities)
Click on "All Messages" under "System Log Queries" at the top of the list on the left, then type "Adobe XD" into the search bar at the top right
If the time when this occurred was more than a few hours ago, you might have to click on the "Earlier" button at the bottom of the window to find relevant log messages.
Select and copy any log messages from the most recent run (if any), then paste them here.

Report · Nov 07, 2016

Here you go:

07/11/2016 20:09:53.918 Adobe XD[1211]: SpWelcomeScreenWindowController::windowDidLoad 376.871002ms

07/11/2016 20:09:53.962 Adobe XD[1211]: [Crashlytics] Version 3.7.0 (102)

07/11/2016 20:09:54.399 Adobe XD[1211]: SpWelcomeScreenWindowController::didFinishLoadForFrame 857.711975ms

07/11/2016 20:13:15.769 Adobe XD[1211]: Unable to acquire GL context. Error code: 0

07/11/2016 20:13:16.354 Adobe XD[1211]: SpWindowController::windowDidLoad (load file) 574.059021ms

07/11/2016 20:13:44.971 Adobe XD[1211]: Unable to acquire GL context. Error code: 0

07/11/2016 20:13:45.634 Adobe XD[1211]: SpWindowController::windowDidLoad (load file) 661.958984ms

07/11/2016 20:13:59.062 Adobe XD[1211]: Unable to acquire GL context. Error code: 0

07/11/2016 20:14:21.942 Adobe XD[1211]: Unable to acquire GL context. Error code: 0

07/11/2016 20:14:22.253 Adobe XD[1211]: SpWindowController::windowDidLoad (load file) 309.126007ms

07/11/2016 20:15:37.961 Adobe XD[1211]: Unable to acquire GL context. Error code: 0

07/11/2016 20:15:38.641 Adobe XD[1211]: SpWindowController::windowDidLoad (load file) 678.049988ms

07/11/2016 20:16:14.341 Adobe XD[1211]: Unable to acquire GL context. Error code: 0

07/11/2016 20:16:14.660 Adobe XD[1211]: SpWindowController::windowDidLoad (load file) 317.520996ms

07/11/2016 20:19:08.993 Adobe XD[1237]: SpWelcomeScreenWindowController::windowDidLoad 251.128006ms

07/11/2016 20:19:09.027 Adobe XD[1237]: [Crashlytics] Version 3.7.0 (102)

07/11/2016 20:19:09.470 Adobe XD[1237]: SpWelcomeScreenWindowController::didFinishLoadForFrame 728.593994ms

07/11/2016 20:19:11.232 Adobe XD[1237]: [Crashlytics:Crash] WARNING: the user prompt feature is enabled. As of Crashlytics 3.0.0, implementing a user prompt is the application's responsibility. See Crashlytics.h's notes about -crashlyticsDidDetectReportForLastExecution:completionHandler:

07/11/2016 20:19:13.339 Adobe XD[1237]: Unable to acquire GL context. Error code: 0

07/11/2016 20:19:13.744 Adobe XD[1237]: SpWindowController::windowDidLoad (load file) 392.915985ms

07/11/2016 20:22:27.028 Adobe XD[1237]: Unable to acquire GL context. Error code: 0

07/11/2016 20:22:27.784 Adobe XD[1237]: SpWindowController::windowDidLoad (load file) 755.104980ms

07/11/2016 20:51:04.806 Adobe XD[1290]: SpWelcomeScreenWindowController::windowDidLoad 369.815002ms

07/11/2016 20:51:04.859 Adobe XD[1290]: [Crashlytics] Version 3.7.0 (102)

07/11/2016 20:51:05.502 Adobe XD[1290]: SpWelcomeScreenWindowController::didFinishLoadForFrame 1065.489990ms

07/11/2016 20:51:07.063 Adobe XD[1290]: [Crashlytics:Crash] WARNING: the user prompt feature is enabled. As of Crashlytics 3.0.0, implementing a user prompt is the application's responsibility. See Crashlytics.h's notes about -crashlyticsDidDetectReportForLastExecution:completionHandler:

07/11/2016 20:51:07.699 Adobe XD[1290]: Unable to acquire GL context. Error code: 0

07/11/2016 20:51:08.255 Adobe XD[1290]: SpWindowController::windowDidLoad (load file) 543.203003ms

07/11/2016 21:25:56.385 Adobe XD[1290]: Unable to acquire GL context. Error code: 0

07/11/2016 21:25:56.698 Adobe XD[1290]: SpWindowController::windowDidLoad (load file) 311.309998ms

07/11/2016 21:48:14.522 Adobe XD[1290]: BUG in libdispatch client: kevent[EVFILT_MEMORYSTATUS] add: "Operation not supported" - 0x2d

07/11/2016 21:48:14.632 Adobe XD[1290]: assertion failed: 15G31: libxpc.dylib + 78286 [54D1328E-054E-3DAA-89E2-375722F9D18F]: 0x89

07/11/2016 22:00:49.357 Adobe XD[1290]: Unable to acquire GL context. Error code: 0

07/11/2016 22:00:49.792 Adobe XD[1290]: SpWindowController::windowDidLoad (load file) 433.152008ms

07/11/2016 22:07:31.971 ReportCrash[1999]: Saved crash report for Adobe XD[1290] version 0.6.2.7 (0.6.2.7) to /Users/scottmarlow/Library/Logs/DiagnosticReports/Adobe XD_2016-11-07-220731_Scotts-MacBook-Pro.crash

07/11/2016 22:07:36.561 Adobe XD[2002]: SpWelcomeScreenWindowController::windowDidLoad 284.734009ms

07/11/2016 22:07:36.617 Adobe XD[2002]: [Crashlytics] Version 3.7.0 (102)

07/11/2016 22:07:37.313 Adobe XD[2002]: SpWelcomeScreenWindowController::didFinishLoadForFrame 1036.687988ms

07/11/2016 22:15:44.953 Adobe XD[2002]: [Crashlytics:Crash] WARNING: the user prompt feature is enabled. As of Crashlytics 3.0.0, implementing a user prompt is the application's responsibility. See Crashlytics.h's notes about -crashlyticsDidDetectReportForLastExecution:completionHandler:

07/11/2016 22:15:45.906 Adobe XD[2002]: Unable to acquire GL context. Error code: 0

07/11/2016 22:15:46.440 Adobe XD[2002]: SpWindowController::windowDidLoad (load file) 523.088989ms

07/11/2016 22:39:20.399 Adobe XD[2002]: Unable to acquire GL context. Error code: 0

07/11/2016 22:39:21.278 Adobe XD[2002]: SpWindowController::windowDidLoad (load file) 877.041992ms

Report · Nov 07, 2016

At this point we can confirm that something is definitely wrong with OpenGL on your system, but beyond that I can't speculate if it's hardware or a driver issue. Apple doesn't make it easy to simply refresh/update your graphics drivers independently of a wholesale OS update.

I'm not about to ask you to upgrade to Sierra but perhaps it would to the trick. Beyond that I personally am out of ideas but will continue to search around and will report back if I find something.

Report · Nov 07, 2016

One last suggestion would be to boot your device into Safe Mode (hold shift key at boot til you see the progress meter after the apple logo), if you've booted successfully to safe mode the upper right says SAFE BOOT.

See if XD runs in that mode (on retina it will run slow and be incorrectly scaled in safe mode as it's using a stock driver, but you should at least see artboards)..if it works in this state, then perhaps the issue is simply something conflicting with Open GL like a startup item or application that is running in your menu bar, etc. Restarting in non-safe mode would return to using the stock Intel Iris 5100 drivers which may or may not be corrupt so if it goes back to not working you may be just out of luck.

Report · Nov 08, 2016

Hi Corey;

Well, what do ya know.......

i booted in safe mode, XD worked FINE....Photoshop not so much......I booted in admin account both XD and Photoshop absolutely fine, then.....

booted back up in my normal user account, both XD and Photoshop absolutely fine and dandy.

Such weirdness. I still think my Mac has a few issues, with restarting etc, so maybe time for a good old back and and restore to latest OS. Many thanks for your time and help on this.

Take Care

Scott

Report · Nov 07, 2016

One more for good measure..if you happen to use Chrome it would be interesting to know how it's fairing with Open GL on your machine. You can type chrome://gpu/ in the URL bar and see something like this at the top:

Graphics Feature Status

Canvas: Hardware accelerated

Flash: Hardware accelerated

Flash Stage3D: Hardware accelerated

Flash Stage3D Baseline profile: Hardware accelerated

Compositing: Hardware accelerated

Multiple Raster Threads: Enabled

Native GpuMemoryBuffers: Hardware accelerated

Rasterization: Hardware accelerated

Video Decode: Hardware accelerated

Video Encode: Hardware accelerated

VPx Video Decode: Hardware accelerated

WebGL: Hardware accelerated

Report · Nov 07, 2016

Ok, good morning Corey, (and Peter) thanks for your time on this, it certainly is frustrating. I'll pick this up after work this evening.

Sent from my iPhone

Report · Nov 08, 2016

Graphics Feature Status

Canvas: Hardware accelerated
Flash: Hardware accelerated
Flash Stage3D: Hardware accelerated
Flash Stage3D Baseline profile: Hardware accelerated
Compositing: Hardware accelerated
Multiple Raster Threads: Enabled
Native GpuMemoryBuffers: Hardware accelerated
Rasterization: Hardware accelerated
Video Decode: Hardware accelerated
Video Encode: Hardware accelerated
VPx Video Decode: Hardware accelerated
WebGL: Hardware accelerated

Driver Bug Workarounds

disable_framebuffer_cmaa
disable_multimonitor_multisampling
disable_webgl_rgb_multisampling_usage
get_frag_data_info_bug
msaa_is_slow
pack_parameters_workaround_with_pack_buffer
rebind_transform_feedback_before_resume
regenerate_struct_names
scalarize_vec_and_mat_constructor_args
set_zero_level_before_generating_mipmap
unfold_short_circuit_as_ternary_operation
unpack_alignment_workaround_with_unpack_buffer
use_intermediary_for_copy_texture_image
use_shadowed_tex_level_params
validate_multisample_buffer_allocation

Problems Detected

Multisampling is buggy on OSX when multiple monitors are connected: 237931
Applied Workarounds: disable_multimonitor_multisampling
Multisampled renderbuffer allocation must be validated on some Macs: 290391
Applied Workarounds: validate_multisample_buffer_allocation
Unfold short circuit on Mac OS X: 307751
Applied Workarounds: unfold_short_circuit_as_ternary_operation
Always rewrite vec/mat constructors to be consistent: 398694
Applied Workarounds: scalarize_vec_and_mat_constructor_args
Mac drivers handle struct scopes incorrectly: 403957
Applied Workarounds: regenerate_struct_names
On Intel GPUs MSAA performance is not acceptable for GPU rasterization: 527565
Applied Workarounds: msaa_is_slow
glGenerateMipmap fails if the zero texture level is not set on some Mac drivers: 560499
Applied Workarounds: set_zero_level_before_generating_mipmap
Pack parameters work incorrectly with pack buffer bound: 563714
Applied Workarounds: pack_parameters_workaround_with_pack_buffer
Alignment works incorrectly with unpack buffer bound: 563714
Applied Workarounds: unpack_alignment_workaround_with_unpack_buffer
copyTexImage2D fails when reading from IOSurface on multiple GPU types.: 581777
Applied Workarounds: use_intermediary_for_copy_texture_image
Multisample renderbuffers with format GL_RGB8 have performance issues on Intel GPUs.: 607130
Applied Workarounds: disable_webgl_rgb_multisampling_usage
Mac Drivers store texture level parameters on int16_t that overflow: 610153
Applied Workarounds: use_shadowed_tex_level_params
Limited enabling of Chromium GL_INTEL_framebuffer_CMAA: 535198
Applied Workarounds: disable_framebuffer_cmaa
glGetFragData{Location|Index} works incorrectly on Max: 638340
Applied Workarounds: get_frag_data_info_bug
glResumeTransformFeedback works incorrectly on Intel GPUs: 638514
Applied Workarounds: rebind_transform_feedback_before_resume

Version Information

Data exported	11/8/2016, 9:13:05 PM
Chrome version	Chrome/54.0.2840.71
Operating system	Mac OS X 10.11.6
Software rendering list version	11.12
Driver bug list version	9.00
ANGLE commit id	905fbdea9ef0
2D graphics backend	Skia/54 a21f10dd8b19c6cb47d07d94d0a0525c16461969
Command Line Args	Chrome.app/Contents/MacOS/Google Chrome --no-startup-window --flag-switches-begin --flag-switches-end

Driver Information

Initialization time	96
In-process GPU	false
Sandboxed	true
GPU0	VENDOR = 0x8086, DEVICE= 0x0a2e ACTIVE
Optimus	false
AMD switchable	false
Driver vendor
Driver version
Driver date
Pixel shader version
Vertex shader version
Max. MSAA samples
Machine model name	MacBookPro
Machine model version	11.1
GL_VENDOR
GL_RENDERER
GL_VERSION
GL_EXTENSIONS
Disabled Extensions
Window system binding vendor
Window system binding version
Window system binding extensions
Direct rendering	Yes
Reset notification strategy	0x0000
GPU process crash count	0

Compositor Information

Tile Update Mode	Zero-copy
Partial Raster	Enabled

GpuMemoryBuffers Status

ATC	Software only
ATCIA	Software only
DXT1	Software only
DXT5	Software only
ETC1	Software only
R_8	GPU_READ_CPU_READ_WRITE, GPU_READ_CPU_READ_WRITE_PERSISTENT
BGR_565	Software only
RGBA_4444	Software only
RGBX_8888	Software only
RGBA_8888	GPU_READ, SCANOUT
BGRX_8888	GPU_READ, SCANOUT
BGRA_8888	GPU_READ, SCANOUT, GPU_READ_CPU_READ_WRITE, GPU_READ_CPU_READ_WRITE_PERSISTENT
YVU_420	Software only
YUV_420_BIPLANAR	GPU_READ_CPU_READ_WRITE, GPU_READ_CPU_READ_WRITE_PERSISTENT
UYVY_422	GPU_READ_CPU_READ_WRITE, GPU_READ_CPU_READ_WRITE_PERSISTENT

Log Messages

[364:1295:1108/211305:ERROR:gl_context_cgl.cc(129)] : Error creating context.
[364:1295:1108/211305:ERROR:gpu_info_collector.cc(46)] : gl::init::CreateGLContext failed
[364:1295:1108/211305:ERROR:gpu_info_collector.cc(114)] : Could not create context for info collection.
[364:1295:1108/211305:ERROR:gpu_child_thread.cc(434)] : gpu::CollectGraphicsInfo failed (fatal).

Report · Nov 07, 2016

I have to turn in now, but will pick up this conversation tomorrow, thanks Corey.

Report · Nov 07, 2016

One other quick sanity check, after loading a file can you hit cmd-0 to zoom to the contents of the document? If the canvas is still empty, it's looking like an odd graphics driver issue.

Report · Nov 07, 2016

no, CMD-0 doesn't work, nothing changes...