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Adobe XD crashes on "preview"

New Here ,
Jul 12, 2020

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Hey everyone,

I recently bought a windows laptop for working purpose and XD works fine until I try to preview my work. It becomes blank for a few seconds before crashing.

Never had this problem on Mac, and my XD is updated to the latest version.

Any ideas on the cause of this issue ? Are there any solutions ?

Thanks !

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Adobe XD crashes on "preview"

New Here ,
Jul 12, 2020

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Hey everyone,

I recently bought a windows laptop for working purpose and XD works fine until I try to preview my work. It becomes blank for a few seconds before crashing.

Never had this problem on Mac, and my XD is updated to the latest version.

Any ideas on the cause of this issue ? Are there any solutions ?

Thanks !

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Jul 12, 2020 0
Adobe Community Professional ,
Jul 13, 2020

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Can you info  of OS and hardware? 

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Jul 13, 2020 1
New Here ,
Jul 13, 2020

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I'm on Windows 10 and my laptop is the Huawei Matebook X Pro 2020. 

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Jul 13, 2020 0
Adobe Community Professional ,
Jul 14, 2020

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Do you happen to see a blank screen when you start Adobe XD?

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Jul 14, 2020 1
Adobe Employee ,
Jul 14, 2020

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Hi there,

 

Sorry to hear about the trouble, we'll try our best to help you with it. In addition to the information asked by Ares and Italosan, we'll need a few more details like:

 

  1. Does this happen while previewing a specific file or on all the files?
  2. Do you have an external monitor connected? If yes, please test this on the primary screen without any external monitor?

 

We're here to help, just need more information.

 

Regards

Rishabh

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Jul 14, 2020 1
New Here ,
Jul 14, 2020

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Hi, 

To answer your questions : 

1) It happens to all the files.
2) I don't have a secondary monitor.

To add more details : 

When I try previewing a file, I can see it loading and I can see that it will crash. But if I close the preview window before the crash happens, XD won't crash. But if I leave it, it will crash.

I also tried on my Desktop computer and preview works fine there.

I don't know why this happens only on my laptop ? All my drivers are up to date.

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Jul 14, 2020 0
New Here ,
Jul 14, 2020

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The first time I launch XD, there's no blank screen, it opens normally. But after the first crash, once I try to relaunch the software, there's indeed a blank screen, but it will still open it normally after a few seconds.

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Jul 14, 2020 0
Adobe Employee ,
Jul 17, 2020

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Hi Paje,

 

Thanks for sharing the additional information. Would you mind checking if any anti-virus is causing the issue? If any, try disabling the antivirus and see if that helps. Could you please share a short video capturing the behavior and share it with us along with the screenshot of your about XD info page.

 

We will try our best to help.

 

Thanks,

Harshika

 

 

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Jul 17, 2020 0