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adobe xd crash many times, also i have lost my files on cloud, not able to recover.

New Here ,
Nov 03, 2020

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Crash on windows, Data loss

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adobe xd crash many times, also i have lost my files on cloud, not able to recover.

New Here ,
Nov 03, 2020

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Capture.PNGstill not loading.PNG

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Crash on windows, Data loss

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Nov 03, 2020 0
Adobe Community Professional ,
Nov 03, 2020

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Hi, go to the following address assets.adobe.com, log in with your Adobe ID and check if there are all your files saved in the cloud. Also, what version of the software are you using? Does this problem only occur with files in the cloud?

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Nov 03, 2020 0
New Here ,
Nov 03, 2020

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Hi italosan,

Thank you for your reply.

Yes i have checked my files on cloud, i did't find my old files on cloud. it also not saved in my local machine. 

My XD crashed several time in a day. please help me.

 

This screen was come serveral times, please help me.Capture.PNG

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Nov 03, 2020 0
New Here ,
Nov 03, 2020

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i also tried to download Log Collector tool still now work

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Nov 03, 2020 0
New Here ,
Nov 03, 2020

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still facing same issue, adobe crashe. also i have lost my file. please help me to solve this.

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Nov 03, 2020 0
Adobe Community Professional ,
Nov 04, 2020

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Have you tried doing a fresh install of Adobe XD? In case, I recommend that you use the Creative Cloud Cleaner tool to uninstall the software and delete any corrupt files. Also, check if there are any updates available for your OS and Creative Cloud app.

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Nov 04, 2020 1
Adobe Employee ,
Nov 04, 2020

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Hi there,

 

Sorry to hear you are experiencing issue with XD. Would you mind generating the logs using this link: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html and upload them to a shared location such as Creative Cloud or Dropbox and share the url with me here so that we can escalate the issue to the team for investigation? Please share the OS and XD version of your machine.

 

We will try our best to help.

 

Thanks,

Harshika

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Nov 04, 2020 0
Participant ,
Nov 04, 2020

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I'm getting this Crash Report window for several month now almost every time I open Adobe XD (not opening the file, but just Adobe XD itself). I always press "send report" with "include application usage" checked - I'm so used to it that I'm doing it without even noticing 😄

 

At least I have not lost any files because of this

 

I have a suspicion that it has something to do with Windows Fast Startup (or something like that, don't know the exact name of the feature), because after closing Adobe XD it almost always continues to run in the background like on this screenshot

Screenshot 2020-11-04 141425.png

 

I've noticed it a long time ago, because it can't install updates while it's still running in the background (even the next day), so I have to reboot my PC or kill Adobe XD process from task manager. I've mentioned earlier that I always press "send report" when it asks, but I'm not sure if it actually sends anything.

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Nov 04, 2020 0
New Here ,
Nov 04, 2020

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This is a problem Adobe can't solve, because after some time has passed since the update has released, and despite a lot of people report that, we are here, trying to figure out how can fix it.

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Nov 04, 2020 0
Adobe Employee ,
Nov 09, 2020

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Hi All,

 

We are sorry for the frustration. We would request you to please update XD to 34.3 version and see if you're still experineicng the issue. If yes we would need your machine logs along with the OS and XD version so that they can check the root cause of the issue.

 

We would request you to please generate logs using the link provided in my previous post and share the logs link with us here so that we can attach it with the bug.

 

We are sorry for the inconvenience.

 

Thanks,

Harshika

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Nov 09, 2020 0