XD open without artboard

[marshallorion]

When I chose an artboard preset or open an Xd file I am getting this static display and am not able to use anything.  The art board doesn't show up or anything. I have quit and reset my computer, uninstalled it and cleared it completly with the clearer, and can't find any remedy online. What gives?

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[HARSHIKA_VERMA]

Hi @marshallorion,

We are sorry to hear you're having trouble using XD. Could you please try the below steps?

• Logout of XD and Creative Cloud desktop app
• Close all the XD and Creative Cloud processes from the task manager/activity monitor
• Restart the machine
• Launch XD from the Creative Cloud desktop 

If that doesn't help, please share the screenshot of your " About XD" info from the " Help" menu.

We will try our best to help.

Thanks,

Harshika

[marshallorion]

That did not work.

Everything is still greyed out and I can't click on anything on the tool bar. The close button doesn't even work at the top right corner; I have to open up the "Force Quit" application to close it.

The About XD info is attached below.

[HARSHIKA_VERMA]

Thanks for checking. Would you mind trying the steps suggested in this article and let us know if that helps? If that doesn't help, please generate logs and upload them to a shared location such as CC or Dropbox and share the URL with me over a private message so that we can escalate the issue for investigation.

We will try our best to help.

Thanks,

Harshika

[marshallorion]

I went through that article and it still didn't work. I generated a log and can send it to you to investigate.

[HARSHIKA_VERMA]

Thanks for trying the steps shared, @marshallorion. Yes, please share the generated logs with me over a private message so that I can escalate it to our engineering team for investigation. Please also share the details of your operating system and if you can share the affected XD file for reference.

I will try my best to help.

Thanks,

Harshika

[marshallorion]

Thanks. I sent you a private message with all the details. Let me know if you need anything else.

[HARSHIKA_VERMA]

Thank you for sharing the file and the other helpful info. I have logged a bug for this issue so that our engineering team can investigate the issue.

I will update you as soon as I hear any updates from the team.

Thanks,

Harshika

[marshallorion]

Any update on this issue? Xd still doesn't work for me.

[HARSHIKA_VERMA]

Hi @marshallorion,

Thank you for being so patient. The team is able to reproduce the issue at their end and requesting some info from you to get the issue fixed for you-

Please share com.adobe.xd.plist file from /Users/userName/Library/Preferences/ location.

The team needs to change the following entry from "English" to "en" to fix this issue:

Also could you please share a screenshot of the "Language and Region" setting as below?

Once you share the above info, the team will try their best to resolve the issue.

Thanks,

Harshika

[marshallorion]

Hi Harshika,

So I was looking for the "com.adobe.xd.plist" file and I did not have one. Looked like I had a few for some other Adobe applications, but not Xd.

And here is the "Language and Region" you were requesting.

Let me know what you think.

Thanks

 

[HARSHIKA_VERMA]

Thank you so much for sharing the additional info requested. I have forwarded the same info to the team for further investigation and will get back to you with further updates.

Thanks,

Harshika

[marshallorion]

Any update on this?

[Atul_Saini]

Hi Marshallorion,

Sorry for the delay, Harshika has fallen sick and will be out for at least 4-5 weeks. Let me quickly check the status on your case. 

-Atul_Saini

[Atul_Saini]

Hey, I peeked into the case, the product team would like to get that "com.adobe.xd.plist" file from your machine to proceed further. On Mac, getting to the User Library could be troublesome. Would you mind trying it once again?

Here is the screenshot of the location where you will find it. 

Here is another way to get to this location. 

• Click on finder
• Click on the "Go" menu, then "Go to the folder" (second from the bottom)
• Paste this path  ~/Library/Preferences in the text box and hit Return. 

You would be in the preference folder. If you don't see "com.adobe.xd.plist" file, there could be a possibility that it is hidden. To unhide files, press - Cmd, shift, and .(period) key and you should see the hidden files. 

Please upload the file to CC or Dropbox and share it via private message ( go to my profile and click on Send a message button on top right). 

Awaiting your response. 

Thanks,

Atul_Saini