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XD open without artboard

New Here ,
Jun 29, 2022 Jun 29, 2022

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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?

 

Screen Shot 2022-06-29 at 8.59.44 AM.png

 

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Adobe Employee ,
Jun 29, 2022 Jun 29, 2022

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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

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New Here ,
Jun 29, 2022 Jun 29, 2022

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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.

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Adobe Employee ,
Jun 29, 2022 Jun 29, 2022

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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

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New Here ,
Jul 19, 2022 Jul 19, 2022

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

 

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Adobe Employee ,
Jul 19, 2022 Jul 19, 2022

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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

 

 

 

 

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New Here ,
Jul 19, 2022 Jul 19, 2022

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

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Adobe Employee ,
Jul 19, 2022 Jul 19, 2022

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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

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New Here ,
Jul 28, 2022 Jul 28, 2022

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

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Adobe Employee ,
Aug 02, 2022 Aug 02, 2022

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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:

 

HARSHIKA_VERMA_2-1659477609337.png

 

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

 

HARSHIKA_VERMA_4-1659477698680.png

 

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

 

Thanks,

Harshika

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New Here ,
Aug 02, 2022 Aug 02, 2022

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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.

Screen Shot 2022-08-02 at 4.29.11 PM.png

 

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

Screen Shot 2022-08-02 at 4.09.41 PM.png

 

Let me know what you think.

Thanks

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Adobe Employee ,
Aug 03, 2022 Aug 03, 2022

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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

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New Here ,
Aug 11, 2022 Aug 11, 2022

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Any update on this?

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Adobe Employee ,
Aug 11, 2022 Aug 11, 2022

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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

 

 

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Adobe Employee ,
Aug 11, 2022 Aug 11, 2022

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LATEST

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. 

 

Atul_Saini_0-1660244690514.png

 

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

 

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